Flowchart To Oblivion
Those who know me well know I despise rigid, inflexible thinking and the rigid, inflexible processes that it spawns. I've had discussions where time is wasted on a needless and futile attempt to fit every possibility into a well-defined process because, well, we need processes. Today, I had two great examples of how this leads to disaster.
The KVM Switch
Today, I asked someone to request the help desk start the certification process for a KVM (Keyboard-Video-Mouse) switch. For those who don't know what it is, it allows you to use one keyboard, mouse, and monitor with two or more computers. This model requires no interaction with the user. Simple keystrokes allow the user to move from one computer to another.
The request was rejected because it lacked a Section 508 (accessibility requirements for those with disabilities) certification from the vendor. This was insane. A help desk rep followed their process flowchart to a seemingly logical conclusion yet the conclusion was anything but logical.
As I mentioned before, there's no user interaction with the KVM switch itself. I asked the help desk rep if this also meant that if I wanted to get a USB cable certified, it too would need this Section 508 certification, he said, "yes."
Amazing. I mean, WOW.
I'm sorry, I don't do DLLs.
Get this at pcweenies.com
So, I get home and I'm on the phone with Comcast trying to work out an issue where I'm unable to access the bank web site or Mazda's. I tell the help desk rep early on that I'm on a Mac. She asks me to verify my security settings in Internet Explorer.
*blink*
I tell her, "I don't have IE. I'm on a Mac."
Not long after that, she asks me if I've done anything to protect myself from "flicker."
*blink*
"You mean Conficker? I don't have to worry about that. I don't run Windows."
Later on, she's suggesting that I go to "Run" and go to system32 and do something with a DLL.
*blink*
I tell her, "I don't do DLLs. I'm on a Mac."
We need to stop our slavish devotion to processes and their demon spawn flowcharts and scripts. We pay these people, directly or indirectly, to think. Let's allow for it. Let's encourage it. Let's expect it.
Flowchart image credit: eprhodes, used under a Creative Commons license.
Comic Copyright 2007 Krishna M. Sadasivam. Please click the thumbnail and see the comic in all its true glory at its real home.
