Tag: systems thinking
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Rethinking Customer Support Organizations
Why support teams may be the most underutilized source of quality engineering and software talent. I started my career in tech in the early 2000s at AppleCare. At the time, Apple was doing something unusual. Before anyone touched a phone, we went through a full month of in-class and hands-on training. The focus was not…
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Building a Business Like an Engineering System
How modularity, feedback loops, and observability apply to entrepreneurship. When I first started O’Side Systems, I assumed my biggest challenge would be building products and delivering consulting work. That part felt familiar. I had spent years leading engineering teams, navigating ambiguity, and delivering software in complex environments. What caught me off guard was how much…
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Building Teams Like Systems: Lessons in Scalability from Software Architecture
How designing fault-tolerant systems can teach us to build resilient organizations. In software, scalability is not about getting bigger; it is about getting stronger as you grow. The same idea applies to teams. A small group of engineers can move quickly, but as the team expands, coordination becomes harder and progress slows. What once felt…