Project Management

Conference Presentations

Software Customer Satisfaction Surveys

Satisfying our customers is an essential element to staying in business in this modern world of global competition. We must satisfy and even delight our customers with the value of our software products and services to gain their loyalty and repeat business. Customer satisfaction is therefore a primary goal of process improvement programs. So how satisfied are our customers? One of the best ways to find out is to ask them using Customer Satisfaction Surveys. This paper includes details on designing your own software customer satisfaction questionnaire, tracking survey results and example reports that turn survey data into useful information.

Linda Westfall, The Westfall Team
Managing Iterative Development: Avoiding Common Pitfalls

The Rational Unified Process (RUP) advocates an iterative or spiral approach to the software development lifecycle, as this approach has again and again proven to be superior to the waterfall approach in many respects. But do not believe for one second that the many benefits an iterative lifecycle provides come for free. Iterative development is not a magic wand that when waved solves all possible problems or difficulties in software development. Projects are not easier to set up, to plan, or to control just because they are iterative. The project manager will actually have a more challenging task, especially during his or her first iterative project, and most certainly during the early iterations of that project, when risks are high and early failure possible.

Per Kroll, Rational
A Short Course in Managing Expectations

Have you ever delivered exactly what your customers said they wanted, and still they were dissatisfied? This session uses a case study of one such experience as the basis for introducing information, tools, and guidelines to help you better manage expectations. Naomi Karten addresses issues such as how to build a strong foundation, avoid conflicting interpretations, implement effective feedback-gathering processes, and understand the other party's perspective.

Naomi Karten, Karten Associates
A Common Sense Approach to Statistical Process Control

As maturing software organizations begin using statistical process control (SPC) techniques to stabilize processes and manage quality, it's imperative that their SPC implementation approach be carefully considered, especially since it involves the use of statistical analysis techniques that are unfamiliar to most people. This presentation describes an approach to implementing SPC that maximizes project personnel involvement through creative delegation, provides for the timely utilization of the data, and keeps management well informed but not overburdened.

Steven H. Lett, The David Consulting Group
Problem Resolution Cycle Time Optimization

No matter how well we plan and execute software development, defects are generated and can escape to the customers. Failure to quickly resolve software problems leads to negative consequences for our customers and increases internal business costs. A quick deterministic
method to prioritize problems and implement their solution helps to reduce cycle time and costs. Achieving this goal requires several steps. The first is to determine a model that links problem resolution performance to institutional variables and problem characteristics. Statistical Design of Experiments (DOE) is a tool that provides data requirements for estimating the impacts of these variables on problem resolution. Once data has been gathered the results of statistical analysis can be input into a mathematical optimization model to guide the organization.
This paper describes such an analysis.

Don Porter, Motorola
Managing Your Outsourcing Contract Through Metrics

Have project demands led you to consider outsourcing as a possibility? If so, make sure you get the most bang for your company's outsourced buck-and be able to prove it too. Learn about techniques you can use to manage your outsourcing contract based on an appropriate set of service level measures. Koni Thompson also provides specific recommendations for a metrics-centered approach based on the Capability Maturity Model (CMM).

Koni Thompson, The David Consulting Group
Teams, Governance, and the Evolution of Social Systems

While there are good reasons to use teams for software projects, there are also many well-documented challenges and pitfalls. One of the most important decisions for any team is the governance model they choose to abide by. By examining how social systems evolve and the different types of decision-making models they use, we can successfully modify our team approach, especially when work-like software development-is technical and creative in nature. This presentation shows you how to use this context to apply these social structure principles to extract maximal benefits from your team.

Russell Roundtree, Landmark Graphics
Orthogonal Defect Classification at Cisco

This presentation outlines the history of the Orthogonal Defect Classification system deployment at Cisco.

Bob Mullen, Cisco Systems
Software Metrics State of The Practice

This presentation reviews the results of KLCI's Fourth Annual "best practices" study, including: Metrics "Best Practices"; Spending benchmarks for software metrics; Benefits of software metrics; Software measurements used; and Tools for software metrics.

Peter Kulik, KLCI Research Group
Communicate and Define the Value of Performance in Dollars and Cents

What is the real value of computing performance improvement? What is the real cost of computing performance degradation? This paper describes an approach used at The Boeing Company to answer these questions. The challenges of presenting technical analyses in "dollars and cents, bottom line" terminology, and sample visual formats for communicating computing performance information
clearly, completely and concisely will be discussed.

Nancy Acree, CAD/CAM Products and Services

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