The startup environment nowadays calls for agile methodologies and forward-thinking solutions. Even engineering ticketing processes can translate into overall operational efficiency. Since startups need to overcome limited resources, intense competition, and a dynamic business landscape, process optimization is more crucial than ever.

Today, let’s talk about how you can upgrade your start-up’s operational efficiency by adopting fresher perspectives and a more radical approach.

The Challenge of Scaling Operations

Startups need more resources in terms of workforce, technology, and infrastructure to successfully scale their operations. Without structured and efficient processes in place, workflows become disorganized, product/service quality can go downhill, resources will be wasted, and frustration becomes rampant among employees, customers, and management. In short, it will be complete chaos.

Thus, it’s important to prioritize establishing structure and efficiency across all of your business operations.

The Engineering Ticketing Model

The engineering ticketing model was originally adopted in various engineering disciplines and software development projects. Tickets serve as digital entries to represent a specific feature, bug, or issue. Every ticket will have all of the key information including the task descriptions, assignees, deadlines, and status updates. This approach supports documentation, communication, task management, and most importantly, accountability.

Expanding the Ticketing Model Beyond Development

While the Engineering Ticketing Model is typically used in software development projects, Talisman maximized its operational efficiency across various business functions including sales, marketing, design, HR, and so on.

Although every department has its unique functions, the workflow can be unified to simplify your startup’s overall operations. Choosing holistic and integrated approaches instead of complicating the workflows of every department can promote business agility and operational efficiency. Any tool, process, or strategy that can save the management and employees time and energy is a worthy piece of the puzzle. It’s all about taking the time to think through and set up the simplest processes that can drive your business forward in the most efficient and agile way possible.

How Talisman Uses Tickets for Initiatives

The good thing is there are now tools you can use to adopt the Engineering Ticketing Model and use it across the board. Talisman uses a tool called Linear. With its streamlined design, it’s built to drive speed and performance across all departments.

At Talisman, we create such tickets for all our initiatives– from hiring to marketing to design. Every ticket represents a work item or task that needs to be completed by a specific assignee. Each ticket is well-written, with all the necessary information including the following:

1. Title/Summary: A concise and clear title that summarizes the task or feature.
2. Description: A detailed description of the task or feature. This should include information about what needs to be done, why it's important, and any relevant background information. Be as specific as possible to ensure a common understanding among team members.
3. Acceptance Criteria: This outlines the specific conditions that must be met for the ticket to be considered complete.
4. Priority and Severity: Assign a priority level to the ticket to indicate its importance in relation to other tasks. Additionally, you can include the severity level to indicate how critical the issue is.
5. Attachments or References: Any relevant documents, designs, or references that can help the rest of the team understand the task better.
6. Labels and Tags: Use labels or tags to categorize tickets by type, component, or other relevant attributes. This makes it easier to filter and manage tickets.
7. Dependencies: If the ticket depends on other tasks or has dependencies that need to be resolved first, mention them to ensure proper sequencing.
8. Assignee: Assign the ticket to a specific team member responsible for its implementation. This helps clarify who is responsible for the work.
9. Due Date: Specify a deadline or due date for completing the task. This helps in prioritizing and scheduling work.
10. Comments and Discussions: Allow for ongoing discussions and comments on the ticket to clarify doubts, provide updates, or discuss changes.
11. Linked Tickets: If the ticket is related to or dependent on other tickets, you can link them to maintain traceability.
12. Estimation: Include an estimate of the effort required to complete the task. This helps in capacity planning and prioritization.
13. Status: Update the ticket's status as it progresses through different stages, such as "To Do," "In Progress," "Review," and "Done."

Benefits of the Ticketing Approach

At Talisman, we value strategic and efficient processes as we value conserving time and energy. As a startup ourselves, there are so many things to do with so little time, and being able to set up processes that allow us to manage and complete all our initiatives in the simplest way possible makes our lives so much easier.

What the ticketing approach does is promote better communication, transparency, and accountability. All of which are crucial for completing projects and campaigns successfully. There are a lot of project management strategies startups can use, but a unified solution is something that we highly recommend because having different processes for different initiatives can only lead to information overload, inconsistencies, miscommunication, and work silos. Give your startup a shot at success by streamlining your operational approach through valuable solutions like the ticketing model.

Case Study: Social Media Strategy

At Talisman, if we have a marketing initiative like developing a social media strategy, we draft a ticket that outlines its objectives, deadlines, responsible parties, and potential roadblocks (dependencies on other initiatives). If there are any dependencies, we note them and tag those related tickets accordingly.

Within the same ticket, we start detailing the sub-tasks. In the case of a social media strategy, these sub-tasks might resemble the following (high-level but typically much more detailed):

• Research best practices for social media strategies for startups.
• Determine which social platforms to leverage.
• Establish a posting schedule for each platform.
• Create content.
• Publish content according to the schedule.

This approach compels the initiator/owner of the project to think through every step in the process leading to completion, facilitating a seemingly flawless execution. As each step progresses, the ticket is updated to indicate whether it's not started, in progress, or completed. This provides the entire organization with real-time visibility into the status of each initiative, eliminating the need for constant communication follow-ups.

"Slow Down to Speed Up" Philosophy

While agility is the name of the game in the startup world, it doesn’t mean rushing to the finish line without taking a moment to strategize the best course of action. If you try to slow down a little to think and curate thoughtful steps, you’ll achieve better efficiency and avoid hasty decisions and inefficient processes. Besides efficiency, the ticketing model also promotes quality and precision as every ticket is curated with care and regard to the best outcomes. Avoid haste and choose a more balanced and deliberate approach to ensure sustainable progress.

Results and Data-Driven Decision-Making

The ticketing model and tools like Linear can really help companies achieve maximum results and make data-driven decisions. Take Loom for example. According to the company’s Senior Engineering Manager Justin Reidy, a project management tool should be “a source of truth”, and they were able to achieve the best view of work with tools like Linear.

With intense projects always underway, task management can go out of hand. With Linear, Loom was able to find the perfect approach to manage tasks and visualize priorities. They didn’t even have any problem with adoption as the process is so simple and enjoyable that the engineers were proactively creating their own tickets and defining work within the tool. With solutions like this, everything just becomes unified and flawless.

Key Takeaways for Startups

Startups need clear and standardized workflows to make sure that everyone is on the same page. At Talisman, we were able to achieve that alignment more seamlessly using the ticketing model. If you’re looking to achieve successful project outcomes and growth, establish your startup’s rhythm and take the time to understand where you are, where you want to go, and how you can get there in the simplest, most efficient way possible.

Conclusion

If there’s one priority you should be considering in the early stages of your company, it would be establishing operational efficiency. Processes like the engineering ticketing model can be a game-changer. You can use the same strategy or adapt similar ones to steer your company toward success.

Feel free to reach out to us if you want more guidance or information on how to implement this innovative approach.

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