Gathering & Managing Customer Requests

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Gathering & Managing Customer Requests
קובי פובולוצקי, DSPG - מנהל מוצר מולטימדיה Chipset

דרישות המגיעות מלקוחות החברה וממודיעין שטח, מתוקשרות למערך הפיתוח ומהוות חלק נכבד מתכנון ה-roadmap שבאחריות מנהלי המוצר. תיעוד הבקשות, תיעדופן ויצירת תהליךtraceability חוצה ארגון לטיפול בבקשות לקוח, הינו אתגר ממשי.
הפתרון המוצג ממחיש כיצד חברת DSPG  מימשה חיבור בין שתי מערכות מחשוב ובין שתי חטיבות בחברה - פתרון אשר נותן מענה מקוון ויעיל לניהול דרישות לקוח, ולניטור מלא של התהליך.

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Gathering & Managing Customer Requests

  1. 1. Sep 2009 Private and Confidential. Copyright DSP Group, 2009. All rights reserved.
  2. 2. Gathering & Managing Customer Requests Sep 2009 Private and Confidential. Copyright DSP Group, 2009. All rights reserved.
  3. 3. Agenda 3 Private and Confidential. Copyright DSP Group, 2009. All rights reserved.
  4. 4. Terminology • CR = Change Request – A feature or an enhancement to the product (SW/HW wise) which is derived from the customer which should not effect the future roadmap of the product • PIF = Project Initiation form – A set of features or a new project which can effect the next release of a product/SDK. 4 Private and Confidential. Copyright DSP Group, 2009. All rights reserved.
  5. 5. The Challenge • Gathering and indexing the requests • Prioritize them according to the company available resources • Trace and monitor their progress through R&D • Feedback the progress and result to your inbound and outbound customers • Close loops and integrate new features in future releases 5 Private and Confidential. Copyright DSP Group, 2009. All rights reserved.
  6. 6. Current Obstacles • CR work-flow is ambiguous – Relay mainly on E-mail exchange and word templates – No real distinction between a CR and a PIF • CR work-flow is not enforced • CR time table is not set and transparent 6 Private and Confidential. Copyright DSP Group, 2009. All rights reserved.
  7. 7. Focal Point transition justification • Unified, rigid and comprehensive CR form (Based on the word template) • Transparent and centralized repository for all CRs – Presenting their status /state – Detailed or brief CR view • Automated CR process that includes – Binding workflow for CR creator, owner or assigned engineer. – Notification and feedbacks for relevant users upon changed state or status – Integration with Change R&D system – Closing loop-holes and completing full CR life-cycle • Linking CRs to other modules like Releases, Products etc. 7 Private and Confidential. Copyright DSP Group, 2009. All rights reserved.
  8. 8. CR work-flow CR insertion E-mail notification To product/program manager Product Manager initial review Marketing Sensing forum CR review Already Available Customer Resp. E-mail notification To CR creator E-mail notification Rejected To CR creator PMO effort R&D Analysis Estimation 8 Private and Confidential. Copyright DSP Group, 2009. All rights reserved.
  9. 9. CR work-flow cont. Rejected Reviewed Not planned Priority forum On Hold CR review Approved Not planned Features not In plan module E-mail notification To CR creator E-mail notification Rejected To CR creator Postponed Approved & planned CR Enters Change New 9 Feature Done Private and Confidential. Copyright DSP Group, 2009. All rights reserved.
  10. 10. Demo 10 Private and Confidential. Copyright DSP Group, 2009. All rights reserved.
  11. 11. Sep 2009 Private and Confidential. Copyright DSP Group, 2009. All rights reserved.

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