Project complaints-my "Fire Fighting"

Abstract: problems occur in the project, user complaints are reported, and how to solve problems in an emergency on site

After more than a year in the company, we found that there were many projects in the company, but there were not many projects completed on schedule. Some projects were delayed for a month or two, and some projects were delayed for more than a year. On the first lineProgramThe staff worked very hard and worked overtime for a long time on a business trip, but they were not well received by users, and even complained and complained by users. The company had to immediately send someone to "fire ".

I remember that the first "Fire Fighting" was a new year's holiday. I suddenly received a call from my company and asked me to go to the northwest immediately. A problem occurred in a project there, and users complained to the company very angrily, saying that a lot of report data was uneven at the beginning of the year, making them unable to report data using the system. Many reports can only be calculated manually, it has a great impact on their work. At present, the system developed by the company and the on-site staff cannot be believed, nor can they communicate with each other, so they must be dispatched. The problem is so serious, and it is the first experience. To tell the truth, I have no idea whether this "fire-fighting" task can be completed or whether business knowledge can play a role. The next day, I arrived at the user's site and first communicated with the on-site developers. Then I went to the user's site. with the efforts of the developers, I completed the "Fire Fighting" Task three days later and returned smoothly.

After several "fire-fighting" experiences, I found that users' dissatisfaction with the project is caused by various reasons, not only business needs and technologies, but also on-site communication and understanding, as long as you treat it with care, there is no problem that cannot be solved. Next we will talk about the "Fire Fighting" process:

1.Preparations before "Fire Fighting"

If you are not ready to fight, you will be able to fully prepare for the first step. This includes communicating with the on-site developers to understand the current situation and the cause of the problem; understand the user's business ability, personality, and temper, as well as the position and weight of the unit's speech; know yourself and know yourself, and be able to win a hundred battles.

2.Allow users to "leak fire"

Since the user has a fire, it must be vented. Therefore, the purpose of "Fire Fighting" for the first time to meet the user is to allow the user to fully "leak fire". Do not justify it. The result of the excuse is only to add fuel to the fire, I want to say that I have to smile with a smile and patiently listen to the user's words. when the words are hard to hear, one ear will go into one ear. I remember that when I met the user, she was so angry that she was always talking. I just smiled and recorded what she said. When the fire was over, I knew the problem, then confirm the problem in detail, and the first meeting will be over.

3.Problem Analysis

How to analyze and solve problems raised by users is the key to "Fire Fighting. Sort out the questions raised by users, first determine which are user operation problems (such as inaccurate data caused by permission settings or incorrect organization settings), and which are system problems; secondly, identify the problems that exist, such as the demand change problem, the original problems, the functional problems, the operational problems, and the urgent problems (such as data problems), which can be solved in a step-by-step manner, which can be solved on site, and which should be solved by the company in a unified manner.

4On-site Solution

We need to clarify our ideas for urgently needed problems and solve them according to the business process and logic. For example, if the report data is uneven, the check method must be from the total to the points. First, ensure that the general ledger is correct, and then perform in-depth queries step by step based on different categories. Do not check the reports without any objective items, this is a waste of time and the problem cannot be found.

5. Give the user a reply

After a problem is urgently needed, you need to communicate with the user, that is, to answer all questions raised by the user one by one. The main problems are: What urgently needed problems have been solved, which have been reported to the company for unified solution, and the problems caused by user operations should also tell users how to perform them correctly in the future, in addition, you must view the resolved problems on the spot for your recognition.

the above is my "Fire Fighting" experience, hoping to inspire programmers who are working on projects or on the site. A software company is an IT service industry and its task is to serve users. Therefore, programmers at the front-line should not only understand the technology, but also learn to communicate and communicate with users, so as to gradually gain a deeper understanding of users' business and needs, in this way, "Fire extinguishing and fire prevention" can be achieved, so that your efforts can be recognized and the project can be successfully completed.