Building a Successful Service Culture: How Airbnb Elevates with JIRA Service ...Atlassian
These are the pillars of Airbnb's core values:
Champion the mission
Be a host
Embrace the adventure
Be a cereal entrepreneur
The IT team set out to deliver a level of service that embraced these values and bring them to life. They called this project “Latitude”: a solution that gives users the latitude - or freedom - to easily find the information and help they need. They practiced champion the mission by providing a self-help solution for the community; Host by listening and working closely with business teams to find excellent solutions; Embrace the adventure by offering insights about evolving methodologies, new tools, and processes; and being a cereal entrepreneur by providing automated self-service help based on individual client needs.
With the help of JIRA Service Desk, project "Latitude" saw these highlights one month after launch:
94% response SLA
5200 knowledge base article views
5% of articles deflecting ticket creation
4.9 of 5-star user satisfaction rating
In this session, Airbnb will describe the "Latitude" journey, how it opened up new ways to provide help and delivered results. We'll also talk about what's ahead.
Laurent Bordier, JIRA & Confluence Manager, Airbnb
Chris Arrington, Productivity Tools Manager, Airbnb
Building a Successful Service Culture: How Airbnb Elevates with JIRA Service ...Atlassian
These are the pillars of Airbnb's core values:
Champion the mission
Be a host
Embrace the adventure
Be a cereal entrepreneur
The IT team set out to deliver a level of service that embraced these values and bring them to life. They called this project “Latitude”: a solution that gives users the latitude - or freedom - to easily find the information and help they need. They practiced champion the mission by providing a self-help solution for the community; Host by listening and working closely with business teams to find excellent solutions; Embrace the adventure by offering insights about evolving methodologies, new tools, and processes; and being a cereal entrepreneur by providing automated self-service help based on individual client needs.
With the help of JIRA Service Desk, project "Latitude" saw these highlights one month after launch:
94% response SLA
5200 knowledge base article views
5% of articles deflecting ticket creation
4.9 of 5-star user satisfaction rating
In this session, Airbnb will describe the "Latitude" journey, how it opened up new ways to provide help and delivered results. We'll also talk about what's ahead.
Laurent Bordier, JIRA & Confluence Manager, Airbnb
Chris Arrington, Productivity Tools Manager, Airbnb
17. Opdracht 2
Verhaal doorvertellen
Spelregels:
• Verdeel de klas in groepjes van 4
• Geef iedereen een nummer (1,2,3,4)
• 1 leest het kaartje voor zichzelf.
• 1 vertelt het verhaal aan 2, 2 aan 3 en 3
aan 4. Dit doe je zonder kaartje.