Management Articles by Joel Spolsky

• Seven steps to remarkable customer service   view details
  "When we handle a tech support incident with a well-qualified person here in New York, chances are that's the last time we're ever going to see that particular incident. So with one $50 incident we've eliminated an entire class of problems. Somehow, the p

• How to be a program manager   view details
  "Mostly, becoming a program manager is about learning: learning about technology, learning about people, and learning how to be effective in a political organization. A good program manager combines an engineer's approach to designing technology with a po