To reach this sweet spot, we borrowed an idea from Sakichi Toyoda, the founder of Toyota. He calls it Five Whys. When something goes wrong, you ask why, again and again, until you ferret out the root cause. Then you fix the root cause, not the symptoms.Fishbone analysis by any other name smells just as CMMy. To be fair, blogging about all the outages and what you're doing about them is a novel, Web 2.0 wrinkle.
Maybe it's just the cynic in me, but doesn't it sound like a way to save money instead of blindly giving a rebate to all customers who suffer a downtime?
We let the customer decide how much they want to be credited, up to a whole month, because not every customer is even going to notice the outage, let alone suffer from it.And Joel, you might do well to keep an eye on Michael; his email seems like he's doing quite a nice job of managing his boss, if you know what I mean.