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ペパボテックカンファレンス第4回 EC編にて発表した資料です
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お客様の困ったを解決する運用のお話
1.
GMOペパボ 杉村文美 2015/11/12 ペパボテックカンファレンス 第4回EC編 お客様の困った!を 解決する運用のお話
2.
自己紹介 2004年 ペパボ初の女性エンジニアと して入社 4歳の女の子と5歳の男の子(3日後誕 生日!)の二児の母 8時→17時の時差勤務8時間
3.
簡単な社内での経歴 ある日突然JUGEMの開発を担当して 欲しいと言われ、正式稼動後 死だっ たシステムを刷新 2人目の産休入る頃にそろそろ別のサー ビスに関わりたいと希望を出す。 引き継ぎ等の関係で育休あけからカラー ミーへ異動
4.
時間に追われる日々 8時 出社 ∼10時 帰宅後にあった出来事をメールやSlack、社内 SNSで確認。静かな社内でコード書いたり、 ドキュメントまとめたり ∼11時 チームで今日のタスクについて確認し、方針に ついて相談を受けつつ自分の業務をこなす 13時 ランチタイム 14時∼ ミーティングがあれば参加、午後の業務をこな す 17時
日報を書いて帰宅 18時半 保育園にお迎え、ここからが本当の戦い 24時頃 就寝
5.
限られた時間で
6.
今やっていること お客様から届く「困っていること」を 解決する カラーミーショップが問題無く動くよ うにする 新メンバーの教育
7.
お客様から届く 困ったを解決する話
8.
私にとってのお客様とは カラーミーショップを使っているユー ザー様 上記ショップの購入者様
9.
だけじゃない 一緒に働いている仲間みんな 開発 デザイナー サポート 上司ももちろん
10.
お客様から届く困った事とは 急にショップが見れなくなった なにもしていないのに不具合が起きた ○○について調べて欲しい
11.
純粋に ログを確認したり仕様について答える だけでOKな事もありますが…
12.
調べて欲しい理由ってなんだろう? 答えはお問合せのなかにある!! 元々の依頼内容の調査だけではなく、 やりたいことに対しての提案を行う
13.
社内の仲間からの困ったに対応する 日々のお問合せ対応でこの作業が辛い、 ミスが多い 開発環境が動かなくなった!!
14.
問題解決のために エラー内容を見ながら動かない原因を 調査・対応 要件を確認して入力・操作ミスを防ぐ スクリプトをつくる
15.
持ってる知識で解決できるなら何でもやる 操作が楽になって、ミスも減れば時間 や心に余裕が出来る 開発環境が動かないとリリースが滞っ てしまう
16.
何が出来るようになる? カラーミーショップのユーザー様、ご 購入者様に付加価値を提供出来る
17.
例えば 新機能を開発したり マニュアルを整理したり 勉強会を開いて知識の共有を行ったり より操作しやすいUIについて考えて対 応したりなどなど
18.
カラーミーショップを 問題無く 動くようにする話
19.
これも結局 システムが問題無く動いていること自 体が「お客様の困った」を発生させな い一番大事なこと
20.
例えばこんなこと セキュリティリスクの報告を受けて対 応を行う プログラムの修正が今後楽になるよう リファクタリングする 負荷の原因になりそうな箇所を特定し て直す
21.
一番落としてはいけない箇所はどこ? 決済ページと思いがちですが… それ以前に商品情報が見れなくなるこ とが一番問題 商品を見ないことには購入することす らあり得ない
22.
そんなわけで、負荷対策 New Relic等で検知されるWarning やAlertの解析を行って原因箇所を特 定・対応する より多くのショップ閲覧・受注を捌け るようにしたい
23.
開発一人ではできないので 知見のある人を召喚してみてもらう 他の人に依頼をする際は心地よく受け てもらうために、どんなよい未来が待っ ているのかを説明する
24.
目立つことでは無いけれど 普通に動いて、普通に使える システム運営の基本中の基本だからこ そ大事にする
25.
システムだけが問題じゃない 明日子供が熱を出して会社に行けない かもしれない もしかしたら、交通事故にあって会社 に行けなくなるかもしれない そんな理由でシステムが止まったりす るのは良くない!
26.
知識も大事な資源 自分がやったことは手順を添えてメモ を残す。(GitHub Enterpriseの issueなど) 自分一人だけが出来ることを無くす
27.
新人の教育
28.
課せられた課題 私のように働ける人を増やして欲しい 某コピーロボットあれば良いけど、そ うはいかないのが現実
29.
現在進行形ですが… 決定までのプロセスを伝えたり 調べ方のコツなどを伝えたり 程よい手抜きのこつなど
30.
手抜きというと言葉が悪いですが 時間は限られている 満足してもらえる、ギリギリのライン のクオリティで十分 無駄な作業はしないで諦めることも大 事
31.
私の願い 限られた時間で最大限の価値を出せる ように 関わる全ての人にカラーミーショップ を良かったと思ってもらえるように 考える事を辞めないで日々カイゼン!
32.
ご清聴ありがとうご ざいました
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