All sixQuestion 04 of 06Customer improvement cycles
Many small requests or one large project: who gets the engineers?
Full Fabric
Two cycles shipped
Running improvement cycles for customer-reported problems alongside larger commercial projects.
What was going on?
Enterprise customers generated numerous smaller feature requests, operational problems and usability concerns.
Why was it hard?
Those requests competed with larger commercial projects for the same engineering capacity.
Small things lose that contest by default unless someone makes the case for them.
What was mine?
- Intake
- I organized how requests came in.
- Prioritization
- I kept a prioritized list of customer requests and identified the issues that recurred.
- Specification
- I turned feedback into specifications.
- Delivery
- I coordinated the work across engineering groups and managed the iterative release cycles.
What shipped?
Two improvement cycles that addressed a meaningful body of customer-reported problems affecting multiple institutions.