With customer satisfaction ratings at an all-time low, the team was at wits end. By all accounts they were doing everything right. Between implementing forty-eight hour SLAs and regular customer follow-ups, they thought they had tried everything to improve the situation. Unfortunately nothing seemed to be working. They knew something needed to change, but what? Join Brandon Carlson as he leads you through one organization’s journey where they broke all the rules; dispatched “sacred cows” like estimation, prioritization, and detailed defect tracking (to name just a few); and started looking at success from a different point of view. It wasn’t easy and it made people uncomfortable, but the results they achieved were astonishing—and even a bit unexpected. They experienced major reductions in customer escalations, a better working relationship between development and customer service, and soaring customer satisfaction numbers. What sacred cows are you still holding on to? Is quality one of them?
Brandon Carlson
Lean TECHniques, Inc.
A self-proclaimed nerd, Brandon Carlson works for Lean TECHniques, Inc., an IT consultancy that helps teams deliver high-value, high-quality products to market. Since starting his career in 1995, Brandon has held positions from development and architecture to management—and he’s still learning. Passionate about elevating the performance of IT as a whole, he has helped numerous organizations from startups to Fortune 100 companies improve their product development and delivery systems. Brandon can be reached on Twitter @bcarlso and pretty much everywhere else on the web as “bcarlso.” Read his blog at bcarlso.net/.
Speaker Presentations
Wednesday, September 30, 2015 - 11:30am
Test Management
Breaking Rules and Dispatching Sacred Cows: A Customer Success Story