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> I've just started working for a small-but-growing company. ... I have
> been asked to create an enhancement request process.
Not sure how relevant it is, but one of the nicest things I ever got to
write was a policy for enhancement and bug fix requests.
I was working in a small group that maintained a mainframe report
generating tool that was used more-or-less everywhere in one
large government department. (A monster, written in COBOL and
generating JCL, SQL and I'm not sure what else.Pretty screens,
though, and it did the job.)
Our group's main gripe was that there was a 5-level priority scheme
but nearly all requests came in as "priority one". The scheme I
documented was:
5 You'd like us to do this when convenient, for example to
include it when we are doing other work on that module.
4 We should put this on our schedule.
(Levels 1, 2, 3 need section head's signature)
3 We should delay any other work for your section that we have
scheduled in order to get this done. This is more important.
2 We should delay other work for all sections.
Your section head accepts responsibility for justifying this
to the other section heads.
1 We should shut down the mainframe system until this is fixed.
Your section head accepts responsibility for justifying this
to the minister.
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