Tag Archives: customer

CT-SPIN #64: Taming the customer support queue: A Kanban Experience Report

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Update: This talk by Karen Greaves has been accepted for the Agile 2011 Conference, August in Utah. Be the first to hear it at CT-SPIN in February.

In Aug 2010 we reduced the size of our development team. We needed to handle customer support issues and new development with the 3 remaining teams. We had over 600 open defects and the list was growing daily. On top of that our first clients were going live. Clearly some radical change was needed. We implemented Kanban.

The result? In Dec 2010 we had no open severity 1 issues. Our queue was down to 54 issues. SLAs are met in most cases, and our resolution rate exceeds our incoming rate.

I’d like to share our story, and inspire you to tame your support queue too!

Snacks kindly sponsored by ScrumSense.

Slides: A Kanban Experience Report

Wednesday, 16th February 2011, 18h15
Bandwidth Barn
Cape Town

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