Summary

In this chapter, you learned how to support production systems by creating a commitment to reliability on your engineering team, raising awareness of the performance of your systems, and utilizing specific conventions and tools.

First, we learned how instilling our engineering teams with a personal commitment to strive for reliability is a powerful technique to reduce the stress and burden of difficult support work:

• Give engineers an ownership mindset by getting them invested in the work, sharing decisions, and growing their understanding and confidence
• Help engineers develop a sense of pride in their work by growing their reputation and providing recognition of achievements
• Help engineers see how the work they do is making a difference in a community that they care about

Next, we learned how to activate that personal commitment by raising awareness of the performance of our production systems:

• Use active communication periodically to raise...