CHAPTER27

Incrementalists andCompletionists

I recently got into a war of words with a coworker regarding the proper solution to a problem with one of our products. As an aside, let me say that e-mail is never ever ever never ever the right way to resolve controversy. Too much subtlety is lost when you're YELLING IN ALL CAPS at your program manager. Don't waste your time solving problems in e-mail. Stand up. Walk down the hall. And look the person in the eye. You'll live longer.

Anyhow.

What was intriguing about my e-mail exchange with the coworker was that we weren't disagreeing about whether or not we should do something about the problem. We were arguing about how much we should do. The disagreement reminded me that there are two distinct ...

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