Tag Archives: customer satisfaction

Who Owns Quality?

November 13, 2013


Two guys giving their thumbs up

Who owns quality for your product? Whenever I ask that question, I am often met with one or more of the following reactions: A blank stare “Testing/Quality Assurance/Quality Control, of course!” “Management.” (lots of variations on that) “Creative/technical leadership.” So, maybe the better question is: Who defines quality?

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Keys To Successful Outsourcing: How To Make Your Clients Happy

March 24, 2013


Yellow ball with happy face

Ever feel like your outsourcing partner just doesn’t “get” you, your product or your business?  Having worked with many different outsourcers across a few different industries, I have developed a good sense of what makes a good partner.  Here are a few things I wish all outsourcers understood about how to make clients happy. Do […]

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Understanding The Customer

July 20, 2011


This month I am working closely with one of our production teams to help fix some process issues.  I thought I would discuss my approach each week as a sort of diary on improving an Agile process.  Out of respect to the project team, I can’t give any context or details of the project itself.  […]

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BlackBerry Woes A Familiar Story

July 2, 2011

1 Comment

Being on vacation this past week, I have not been thinking much about work.  However, I couldn’t help but follow the story of RIM‘s woes after announcing poor quarterly results and subsequent major sell-off of their shares.   The  Open letter to BlackBerry bosses on Boy Genius Report really caught my attention.  I am sure […]

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How To Create Customer Satisfaction

January 30, 2011


A wonderful customer experience

A commenter on one of my posts suggested I write about how companies shift from focusing on “making widgets” to providing customer satisfaction.  What a great suggestion!  Companies known for customer satisfaction don’t just make it one department’s job.  All teams understand their customers and work to make them happy.  Here are some tips to […]

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