Imagine a world where product quality is integrated into every function in
your organization. Developers, quality engineers, product managers, leaders
at all levels, sales, services, and support work together and focus on a
shared vision. That vision consists of delivering quality value to customers
and enabling a fast flow of planned work into production. I know that may be
a bit of a stretch of the imagination for most organizations, but the path and
guidance on how to get there over time is what we will be focusing on here.
Every time we ask our customers about our product quality, they focus on
their total experience in dealing with our product and teams. Their quality
perception starts from the moment they search for a solution online and
keeps going as they deal with our sales team, internal product team, and support
organization throughout the usage of the solution. In other words, they
value their entire user journey with their vendor.
Many organizations have adopted Agile as a practice to deliver high-quality
product releases with high value to the market faster. While it is crucial to
focus on the mechanics of Agile disciplines internally, it is also important
to define what quality is, how customers view quality, and how it actually
impacts customer satisfaction and loyalty in such a way that it brings additional
business opportunities and enhances revenue. Many teams have historically
focused on product releases that are rich in new features while giving little
attention to improving the customer experience on existing features. Lack
of focus on continuous improvement along with not engaging end users to
gather feedback have created friction and in many cases have cost companies
revenue due to losing customer loyalty.
In today’s digital world, there is no shortage of data. Collecting relevant data,
analyzing it, and using telemetry can play a big role in the quality journey when
delivering relevant solutions to customers and improving upon them at all
times. With telemetry we can pivot and redirect our focus to adapt our ways
of doing business to deliver the best value to our customers. Yet, telemetry is
not fully adopted in most companies with legacy code and features.