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Wednesday, August 10 • 9:00am - 9:30am
Breaking the Rules to Increase Customer Satisfaction: Mike Prior

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This is a story of on-going improvement in both process and culture. With queue times upwards of 120 days, customers were becoming more upset and the divide between support and engineering seemed to be growing. Nearly twice as many defect reports were being created than were able to be fixed with a few dedicated pairs. In four months we have cut our lead time in half, established greater predicibility, and have continued to gain back the trust of our support organization.


Wednesday August 10, 2011 9:00am - 9:30am
LA: Wyoming Room