scaling workflow & management at etsy

83
Scaling Workow & Management Monday, September 16, 13

Upload: michael-rembetsy

Post on 19-Jan-2015

1.308 views

Category:

Technology


1 download

DESCRIPTION

This is the story of Etsy's continuous development process, applied to the workflow of our growing operations team. We will explore the changes to our collaborative relationships, ongoing management challenges, and the changes to workflow that have helped Etsy operations scale. From a team of three to a team of nearly 30, we've gone from one big old list, to Kanban and now to BeerKan, and we've found that the ideas of workflow and management are interdependent, and both have an impact on failures and successes. As with any good Surge talk, we will talk about what went right, what went wrong, and give the audience confidence to decide how to shape their own workflow when making similar choices within their organization.

TRANSCRIPT

Page 1: Scaling Workflow & Management at Etsy

Scaling Workflow &

Management

Monday, September 16, 13

Page 2: Scaling Workflow & Management at Etsy

Michael Rembetsy

Monday, September 16, 13

Page 3: Scaling Workflow & Management at Etsy

Michael Rembetsy

VP, Technical Operations@mrembetsy

Monday, September 16, 13

Page 4: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 5: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 6: Scaling Workflow & Management at Etsy

About

• 30 Million Members

• 900K Shops

• 1.4Billion Page views/Month

• 200 countries

Monday, September 16, 13

Page 7: Scaling Workflow & Management at Etsy

• 400+ full time Employees

• Average 35 Web Deploys Daily

• We have offices around the world

About

Monday, September 16, 13

Page 8: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 9: Scaling Workflow & Management at Etsy

The Team

Monday, September 16, 13

Page 10: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 11: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 12: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 13: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 14: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 15: Scaling Workflow & Management at Etsy

...of late 2008

Monday, September 16, 13

Page 16: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 17: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 18: Scaling Workflow & Management at Etsy

A Big List

Monday, September 16, 13

Page 19: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 20: Scaling Workflow & Management at Etsy

Management

Monday, September 16, 13

Page 21: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 22: Scaling Workflow & Management at Etsy

The Good• Progress made with technical debt

• With few direct reports a big list worked

• Cooperation

• Community communication

• Hiring push

Monday, September 16, 13

Page 23: Scaling Workflow & Management at Etsy

The Bad• Risking burn out

• Priorities

• Easily context switched

• Always putting out fires and not focused on people.

• Lack of clarity of what other are working on

Monday, September 16, 13

Page 24: Scaling Workflow & Management at Etsy

2008 End of Year Snapshot

• Gross Merchandise Sales: $87.3 million

• Total Employees: 49

• Total Engineers  12

Monday, September 16, 13

Page 25: Scaling Workflow & Management at Etsy

2009 End of Year Snapshot

• GMS: $177 million (102.6%)

• Total Employees: 80 (63%)

• Total Engineers: 26 (116%)

• Page Views: 6.45 billion

Monday, September 16, 13

Page 26: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 27: Scaling Workflow & Management at Etsy

The Team 2010

Monday, September 16, 13

Page 28: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 29: Scaling Workflow & Management at Etsy

Kanban

Monday, September 16, 13

Page 30: Scaling Workflow & Management at Etsy

Why Kanban• Better transparency inside the operations

team and out

• Higher output of work

• Less context switching

• More conversation around priorities

• Felt better as a team working!

Monday, September 16, 13

Page 31: Scaling Workflow & Management at Etsy

Show me how it works

Monday, September 16, 13

Page 32: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 33: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 34: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 35: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 36: Scaling Workflow & Management at Etsy

Limted #’s

Monday, September 16, 13

Page 37: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 38: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 39: Scaling Workflow & Management at Etsy

Management

Monday, September 16, 13

Page 40: Scaling Workflow & Management at Etsy

Management• Accept failures but not lower standards

• Доверяй, но проверяй

• Blameless post-mortems

• Welcome one-on-ones (http://bit.ly/cCWMqr)

• Career planning

• Happy company = happy community

Monday, September 16, 13

Page 41: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 42: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 43: Scaling Workflow & Management at Etsy

The Good• Single point of transparency

• Prioritization

• Acceptance

• Communication improvements

• Collaboration thrives

• Visibility

Monday, September 16, 13

Page 44: Scaling Workflow & Management at Etsy

The Bad

• Lack of metrics

• Tooling was inflexible

• Reporting was time consuming

• and..

Monday, September 16, 13

Page 45: Scaling Workflow & Management at Etsy

The Ugly?

Monday, September 16, 13

Page 46: Scaling Workflow & Management at Etsy

The Blockers

Monday, September 16, 13

Page 47: Scaling Workflow & Management at Etsy

• Gross Merchandise Sales: $307 million (73.4%)

• Total Employees: 177 (121%)

• Total Engineers: 75 (188%)

• Page Views: 9.25 billion (43.5%)

2010 End of Year Snapshot

Monday, September 16, 13

Page 48: Scaling Workflow & Management at Etsy

• Gross Merchandise Sales: $526 million (71.4%)

• Total Employees: 269 (52%)

• Total Engineers: 109 (45%)

• Page Views: 12.9 billion (39.3%)

2011 End of Year Snapshot

Monday, September 16, 13

Page 49: Scaling Workflow & Management at Etsy

2012 End of Year Snapshot

• Gross Merchandise Sales: $895 million (70.3%)

• Total Employees: 381 (41%)

• Total Engineers: 156 (43%)

• Page Views: 16.7 billion (30%)

Monday, September 16, 13

Page 50: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 51: Scaling Workflow & Management at Etsy

So we changed

• Removed blockers

• Metrics

• Empowered the team

• Due dates

• Team expanded

Monday, September 16, 13

Page 52: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 53: Scaling Workflow & Management at Etsy

BeerKan

Monday, September 16, 13

Page 54: Scaling Workflow & Management at Etsy

What is it?• It is our workflow version of Kanban

• has more movement

• has more flexiblity

• better metrics

• and...

Monday, September 16, 13

Page 55: Scaling Workflow & Management at Etsy

Driven by those closest to the work

Monday, September 16, 13

Page 56: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 57: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 58: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 59: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 60: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 61: Scaling Workflow & Management at Etsy

Lets take a closer look at the backlog flexibility

Monday, September 16, 13

Page 62: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 63: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 64: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 65: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 66: Scaling Workflow & Management at Etsy

Lets take a closer look at the In Progress

Monday, September 16, 13

Page 67: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 68: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 69: Scaling Workflow & Management at Etsy

Queue Backlog

Done

In ProgressProject

Someday

P1 P3P2

Monday, September 16, 13

Page 70: Scaling Workflow & Management at Etsy

The Good

Monday, September 16, 13

Page 71: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 72: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 73: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 74: Scaling Workflow & Management at Etsy

What that?

Monday, September 16, 13

Page 75: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 76: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 77: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 78: Scaling Workflow & Management at Etsy

Monday, September 16, 13

Page 79: Scaling Workflow & Management at Etsy

The Good

• It is our workflow

• Collaboration happening more

• More flexible

• Identifying issues quicker before user impact

Monday, September 16, 13

Page 80: Scaling Workflow & Management at Etsy

The Bad

• Hard to say we are doing better

• Need more data

• Data can be misleading (old tickets!)

• Keeping the queue clear

Monday, September 16, 13

Page 81: Scaling Workflow & Management at Etsy

Lets Sum It Up

• Try something new

• Don’t be afraid to change it

• Measure it

• Start small

• Keep it simple

Monday, September 16, 13

Page 82: Scaling Workflow & Management at Etsy

Questions?

Monday, September 16, 13

Page 83: Scaling Workflow & Management at Etsy

Credits• http://www.nicoledextras.com/index.php?/

wordssummer/culture/

• http://www.mcfc.co.uk/citytv/features/2013/august/rewind-v-hull-city-2008

• http://www.revivebismarck.org/in-the-beginning/

• http://www.inkhouse.net/wp-content/uploads/2012/03/self-confidence3.jpg

• http://soowhatnow.files.wordpress.com/2012/06/hair-on-fire.jpg

• http://realitypod.com/2010/07/top-10-ways-to-pay-for-your-college/train-series-motion-blur-of-a-fast-moving-train/

• https://www.etsy.com/shop/MaryandVincent?ref=l2-shopheader-name

• https://www.etsy.com/listing/156380047/keep-calm-and-go-with-the-flow-printable?ref=sr_gallery_1&ga_search_query=keep+calm+and+go+with+the+flow&ga_view_type=gallery&ga_ship_to=US&ga_search_type=all&ga_facet=keep+calm+and+go+with+the+flow

• http://www.monsterthinking.com/wp-content/uploads/dream-jobs.jpg

• http://www.environmentalgraffiti.com/featured/most-incredible-mazes-labyrinths/4117

• https://www.etsy.com/shop/amyriceart?ref=l2-shopheader-name

• http://us.123rf.com/400wm/400/400/krasphoto/krasphoto1202/krasphoto120200015/12423799-beer-can-isolated-on-white-background.jpg

Monday, September 16, 13