From the Business Perspective

A ticket is submitted, yet it may take days or even weeks for a response. What exactly are the software developers occupied with? While it's often said that they are busy, the absence of visible progress is frustrating. After waiting for a couple of months, the patience wears thin. Who should you approach to ensure that development work moves forward?

You've secured a deal with a prospective client who requires several tasks to be completed by Friday. It seems manageable, yet the IT team insists they can't address it for months. How can they not grasp the urgency of this situation? During leadership meetings, you emphasize the inefficiencies within the IT team, and many fellow leaders share your sentiments. Perhaps it's time to consider a complete overhaul of the development staff?

From the Software Development Perspective

The IT team is inundated with requests from various departments. Sales requires new tools to be integrated into the website, while Finance seeks changes to reports. The influx of demands continues without resolution, leading to an overwhelming backlog.

Without proper supervision, team members are left to self-assign tasks and prioritize their workload. Often, the easiest tasks are completed first—those that are quick or familiar. Urgency only materializes when the ticket submitters begin to voice their frustrations. Those who complain tend to have their requests prioritized, as the adage goes, "the squeaky wheel gets the grease."

Moreover, deadlines are frequently imposed on the development team without any consultation. How many times have you heard, "we're launching next Friday" only to realize this was the first mention of it? Chaos ensues as you scramble to meet the deadline. How can the business side set release dates without collaborating with the development team?

Communication: The Core Issue

The frustration from both parties is palpable; the root cause is a breakdown in communication. A designated individual should act as a liaison between both sides, organizing weekly meetings with members from various departments to clarify priorities. Personally, I engage with individuals from each team and utilize a project management tool to display all IT projects. While some find Microsoft Project tedious, I prefer Miro, which allows me to present projects colorfully alongside their respective milestones and team members. This real-time visibility can be invaluable.

Prompt email responses are a simple yet effective way to foster better communication. People dislike feeling overlooked. Scheduling a call can validate their concerns and importance. The communication liaison should relay business priorities to the software development team and convey the team's current workload to the business side, ensuring alignment.

Structuring the Development Team

If feasible, employ multiple developers within the team. Senior developers can concentrate on significant projects while junior staff can manage less critical tasks. This approach guarantees that high-priority projects receive the attention they deserve while also allowing for the completion of lower-priority tasks.

Conclusion: The Key is Communication

Although it’s commonly acknowledged, people often resist open communication. Engaging in dialogue is crucial for fostering understanding between teams.

Dino Cajic currently holds the position of Head of IT at LSBio (LifeSpan BioSciences, Inc.), Absolute Antibody, Kerafast, Everest BioTech, Nordic MUbio, and Exalpha. He also serves as CEO at MyAutoSystem. With over a decade of experience in software engineering and a B.S. in Computer Science complemented by a minor in Biology, he specializes in creating enterprise-level e-commerce applications, conducting research-based software development, and sharing knowledge through writing.

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