Blogging Ottinger (tim)FedEx Tracking and Agile Software Development
The online tracking for FedEx should really have reduced the number of calls they receive from eager consumers. On the other hand, it really does make their system a lot more transparent. I know know how much latency there was between when my order info was received from them, and when the order was picked up. I also know how long it was from the time it was picked up until it left the local FedEx warehouse. I can see when it left the “origin” and how long it’s been somewhere on the road. It almost makes me more antsy. I know it’s coming, I can see it’s a few steps on the journey. I know it’s an express package, and I’m eager to see it. I wish it were faster. I want to push somehow. OTOH, I know that there’s more to logistics than just driving one package from NH to IL.
I think about Agile software development and feel the same way. We have so much more visibility. The customer sees how long it takes to make the software, and they see it in progress. Thankfully, they can have their hands on it once per iteration, and can have corrections immediately. It’s brave to expose so much information (way to go FedEx) and it increases expectations. It has that coercive immediacy that makes you want to do what you can to push things along.
I wonder how many other businesses will open up their business to scrutiny, maybe putting more process information on the web. What if we could see the local grocery or department store’s inventory levels? What if we could watch our banks working? What if our plumber or yard tech updated their schedule automagically through the wireless internet? Would be be more patient or less? How much scrutiny would be reasonable? How much would improve our relationships with customers, how much would ruin them?
ouch.
The tracking has three entries for its first day, and since then two days have passed without any information at all about the package I’m tracking.
You think in two days there would have been some kind of delivery point, someone somewhere scanning the box. You’d think it would have at least been transferred in and out of a warehouse or distribution point. Maybe being public isn’t all it’s cracked up to be.
I’m tempted to call and ask why it’s been two days without any update at all. But I know they expected to deliver by the 21st, so it will probably be delivered while I’m out of town.
Ah, well.
Comment by Tim — 2007-August-18 @ 09:10