My Customer Won't Accept Smaller Releases


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Ignite talk at Lean Kanban North America 2013 on responding to the argument that customers won't accept smaller releases

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  • Hello my name is Jason Yip, I’m a Principal Consultant at ThoughtWorks. Today I’d like to talk about a common refrain that I’m sure you’ve all heard before. “My customers won’t accept smaller releases.” I will suggest that this is not the real problem.
  • The real problem is that our consumption transaction cost is too high. That phrase might not sound too familiar so left me try to explain. To do that let’s look at something we should be more familiar with.
  • My Customer Won't Accept Smaller Releases

    1. 1. “My customers won’t accept smaller releases”Jason
    2. 2. The real problem is that our consumptiontransaction cost is too high.
    3. 3. Overall Costof ReleaseCost of EachReleaseFrequencyof ReleasesReduce this By reducing thisWRONG!
    4. 4. Overall Costof ReleaseCost of EachReleaseFrequencyof ReleasesAnd maintainor reduce thisIncreasethisBy reducing thisRIGHT!
    5. 5. OverallImpact onCustomersCustomerimpact perreleaseFrequencyof ReleasesReduce this By reducing thisWRONG!
    6. 6. Transactioncosts of areleaseProductiontransactioncostsConsumptiontransactioncosts• Cost of testing• Cost of deployment• Cost of management• Cost of fixes
    7. 7. ConsumptiontransactioncostThe sum of any costsborne by consumers of aproduct or service tolearn about and/oraccept changes to thatproduct or service
    8. 8. ConsumptiontransactioncostCost ofdefectsCost oflearning
    9. 9. Defects require users to compensatefor expected functionality that nolonger worksDidn’t auto-saveuse to work?
    10. 10. New or modified UI elements orfunctionality impose a learning costWhat’s thisribbonthing?!?
    11. 11. Consumption costs can lead toproduction costs (e.g., training)Uh, no one seemsto know how touse our system…No problem! We’ll justdo more training!
    12. 12. ConsumptiontransactioncostCost ofdefectsCost oflearningTo reduce thisReducethisReducethisAND
    13. 13. Standard defect reduction approachesapplyExploratory testingBuild pipelines
    14. 14. cost of learning)Reduce this by reducingthe size of the change
    15. 15. cost of learning)Better interaction designreduces the amount ofknowledge needed to beacquired
    16. 16. cost of learning)Test the size of this usinguser testing
    17. 17. To reduce production transactioncosts: smaller batches, build-in-quality, design for production
    18. 18. To reduce consumption transactioncosts: smaller batches, built-in-quality, design for consumption
    19. 19. Your customer won’t accept smallerreleases?How might you reduce the cost youimpose on them for receiving it?
    20. 20. What are the quality of the releases?How easy is it to learn how to use theproduct or service?
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