Three leadership principles to build a winning testing team ed wu dell
•
0 likes•606 views
Three key principles for building a winning testing team are: 1. Envision - Develop, articulate, and reinforce a clear vision and help the team understand how they add value. 2. Empower - Act as a trusted advisor, customer advocate, problem solver, and connector to empower the team. 3. Enable - Establish processes, accountability, and training to enable a highly distributed, competent, and collaborative organization.
Report
Share
Report
Share
Download to read offline
Recommended
QA is Broken: How Stella Connect is Reshaping the Future of QA
Customer feedback, coaching, and QA are typically disconnected. By completing QA in real-time, it can be used as a coaching opportunity, rather than something agents dread each month.
At Stella Connect, we want to empower CX teams to perform at their best, and actionable QA is an important piece of that. We saw an opportunity to make the QA process more fun, engaging, and meaningful to agents by reimagining the manual and time-consuming process.
In this webinar, we will cover how to leverage a new approach to QA to:
Improve agent coaching
Calibrate key areas of discrepancy
Identify key trends
Unify customer feedback and QA
Aut Etalk 2008
This document discusses the process of calibration in quality monitoring programs. It describes Omni Hotels' efforts to implement calibration sessions to improve consistency between evaluators and understanding of evaluation criteria. Initial calibration attempts resulted in a 25% discrepancy between evaluators. The document outlines benchmarks and best practices for effective calibration, including ongoing calibration sessions and using a facilitator to guide discussions and ensure consensus.
Realizing Immediate Value from Customer Success
The document discusses a presentation about realizing immediate value from customer success. It describes a methodology called the Cadence methodology for transforming customer success processes. The Cadence methodology is an 11-step approach involving touching customers at scale, tracking customer health consistently, and transforming customer success processes. It also describes how the company Gainsight can help organizations implement the Cadence methodology through tools and services like Experience Success Express.
Agile Development
Presented at the Department of Computer Science, University of the Free State on the 11th of September 2009.
Designing a CX Program for Business Results
Customer Experience Programs are the discipline of embedding customer insight into every critical decision, improving how you perform at every level of your organisation. Watch this webinar as Qualtrics Subject Matter Expert, Vicky Katsabaris talks us through the 5 core competencies to live by.
ImpactLearning Atlassian
The document discusses best practices for achieving service excellence through learning and development programs. It outlines goals of increasing customer satisfaction, resolution rates, and learning efficiency while reducing training costs. The SSPA Learning System is presented as focusing on preparation, validation and recognition, and focused implementation with ongoing coaching and reinforcement on the job. Metrics are provided showing potential improvements in customer satisfaction, call resolution rates, call handle times, and sales.
Michael Simo-nis_2013_MidYear_FPR
Michael Simo-nis is an Agent-FLA for Printing PL Supporting who displays strong performance. He meets 6 out of 8 big metrics and exceeds expectations for attendance, achieving 99.9% attendance. His strengths include positivity, passion for his work, and performance. Opportunities for development include technical ability, process development, and business acumen. He demonstrates uncompromising integrity and honesty in his work. Overall, his performance meets goals and he is encouraged to continue educating customers.
KENDRA FOY, PMP RESUME
Kendra Foy seeks a position that allows her to continue developing strategic business plans and exceeding corporate objectives using her skills in project management, business planning, and departmental development. She has over 15 years of experience at Comcast, where she currently manages business partners and technicians. Her background includes creating teams that improved metrics like mean time to fix, establishing quality processes, and leading multiple projects to completion.
Recommended
QA is Broken: How Stella Connect is Reshaping the Future of QA
Customer feedback, coaching, and QA are typically disconnected. By completing QA in real-time, it can be used as a coaching opportunity, rather than something agents dread each month.
At Stella Connect, we want to empower CX teams to perform at their best, and actionable QA is an important piece of that. We saw an opportunity to make the QA process more fun, engaging, and meaningful to agents by reimagining the manual and time-consuming process.
In this webinar, we will cover how to leverage a new approach to QA to:
Improve agent coaching
Calibrate key areas of discrepancy
Identify key trends
Unify customer feedback and QA
Aut Etalk 2008
This document discusses the process of calibration in quality monitoring programs. It describes Omni Hotels' efforts to implement calibration sessions to improve consistency between evaluators and understanding of evaluation criteria. Initial calibration attempts resulted in a 25% discrepancy between evaluators. The document outlines benchmarks and best practices for effective calibration, including ongoing calibration sessions and using a facilitator to guide discussions and ensure consensus.
Realizing Immediate Value from Customer Success
The document discusses a presentation about realizing immediate value from customer success. It describes a methodology called the Cadence methodology for transforming customer success processes. The Cadence methodology is an 11-step approach involving touching customers at scale, tracking customer health consistently, and transforming customer success processes. It also describes how the company Gainsight can help organizations implement the Cadence methodology through tools and services like Experience Success Express.
Agile Development
Presented at the Department of Computer Science, University of the Free State on the 11th of September 2009.
Designing a CX Program for Business Results
Customer Experience Programs are the discipline of embedding customer insight into every critical decision, improving how you perform at every level of your organisation. Watch this webinar as Qualtrics Subject Matter Expert, Vicky Katsabaris talks us through the 5 core competencies to live by.
ImpactLearning Atlassian
The document discusses best practices for achieving service excellence through learning and development programs. It outlines goals of increasing customer satisfaction, resolution rates, and learning efficiency while reducing training costs. The SSPA Learning System is presented as focusing on preparation, validation and recognition, and focused implementation with ongoing coaching and reinforcement on the job. Metrics are provided showing potential improvements in customer satisfaction, call resolution rates, call handle times, and sales.
Michael Simo-nis_2013_MidYear_FPR
Michael Simo-nis is an Agent-FLA for Printing PL Supporting who displays strong performance. He meets 6 out of 8 big metrics and exceeds expectations for attendance, achieving 99.9% attendance. His strengths include positivity, passion for his work, and performance. Opportunities for development include technical ability, process development, and business acumen. He demonstrates uncompromising integrity and honesty in his work. Overall, his performance meets goals and he is encouraged to continue educating customers.
KENDRA FOY, PMP RESUME
Kendra Foy seeks a position that allows her to continue developing strategic business plans and exceeding corporate objectives using her skills in project management, business planning, and departmental development. She has over 15 years of experience at Comcast, where she currently manages business partners and technicians. Her background includes creating teams that improved metrics like mean time to fix, establishing quality processes, and leading multiple projects to completion.
7 reasons why you need a testing center of excellence
Test Advisory Services provides an independent assessment of state of Test organisation & helps migrate to a stable and leaner testing state.
Daly: Quality Assessments
The document summarizes a presentation on quality assessments for a call center. It discusses what quality assurance (QA) is, the importance of monitoring calls to identify both problems and best practices. It provides recommendations for an effective QA process, including having independent evaluators, clear criteria, and using results to provide feedback and training to improve agent performance and the overall customer experience. The presentation also discusses best practices other companies use for QA, such as involving agents in the evaluation and recruitment process, focusing on strengths rather than scores, and using mystery callers and technology to supplement monitoring.
AEGIS: Quality Best Practices
The document discusses quality assurance best practices for call centers. It recommends live call monitoring, short and long call analysis, predictive customer satisfaction scores, feedback on every call, trend analysis, training needs analysis, calibration, and speech analytics to monitor 100% of calls. Outsourcing quality assurance provides access to leading methodologies and technologies, while keeping quality in-house allows more control but requires developing quality systems. Case studies show how quality assurance improved a telecom company's contact rate and sales introduction by focusing on data cleansing, and improved an insurance company's net promoter score and first call resolution through driving issue resolution in calls. The presentation emphasizes using quality assurance to continuously improve customer satisfaction.
Challenges with measuring quality for agile distributed research type project
The document discusses challenges with quality assurance for distributed agile teams. Initial challenges included building quality in from the start rather than adding it later, addressing the different nature of research projects, and missing a focus on addressing quality early. It then describes the product development organization structure and quality assurance team structure, emphasizing a sustainable test team structure and encouraging pair testing. The rest of the document provides solutions and best practices for quality assurance, including applying lean principles to prevent defects, using risk-based testing strategies, creating test plans with a big picture view, focusing on communication between testers and customers, and emphasizing automated testing, continuous integration, and continuous improvement.
How to Execute Your CX Vision
CXweek presentation by Jamie Morningstar. In this presentation, you will learn how to best execute your CX Vision.
Fitting Agility and Quality Under One Roof
It’s the million-dollar question: How can you release with the speed and agility that the pace of business demands while maintaining the quality consumers expect?
Typically, brands are only able to deliver on one or two of these expectations. Realtor.com, the pioneer of digital real estate, found out these problems firsthand. When it put emphasis on quality, its development was slow for both web and mobile. When it focused on speed and agility, quality suffered.
Realtor.com found its solution in a combination approach, revamping its engineering capability, investing in automation, and leveraging crowdsourced testing to ensure the human side of quality was achieved with all its constraints.
Discover the advantages of real-world testing and how Realtor.com achieves speed, agility, and quality, all at once.
The Quality Assurance Journey
Moving on from Traditional QA To New Generation QA – with all its Bells and Whistles
CCMG 25 July 2016
Presented by: Naseema Moorgas
bateman-resume
This candidate has over 15 years of experience as a technical team leader in electronics and retail. They are skilled in building customer relationships, training and mentoring employees, and ensuring teams meet goals. They have a proven track record of increasing sales and efficiency through quality assurance processes and Six Sigma events. Currently serving as a technical team lead, they are responsible for training, documentation, and ensuring timely production and delivery of precision measurement instruments.
Scott Miller Resume
Scott Miller has over 25 years of experience in automotive program management, launch management, product development, quality assurance, and lean manufacturing. He has successfully delivered over 35 new products to market. Miller has held various leadership roles at companies such as Dennen Steel, Leon Plastics, and Johnson Controls where he managed multiple programs, led cross-functional teams, and implemented lean manufacturing systems to improve quality, throughput, and reduce costs. Miller has a BS in Political Science from Western Michigan University and training in program management, lean manufacturing, and quality systems.
Supercharge Your Testing Program
Interested in learning how Optimizely’s latest innovations can help to amplify your testing program? Learn more about how our advanced features and functionality can enable you to uncover breakthrough customer experiences and drive ROI. You will walk away with a better understanding of the advanced capabilities of the platform and tangible ways to bring your experimentation program to the next level.
Buildingamutuallyrewardingpartnership
One Call Move is committed to delivering value to partners. They will help increase customer satisfaction, referrals, and brand loyalty through personal concierge services. Their partnership approach focuses on mutual trust, measurable value, understanding challenges, minimizing risk, and supporting growth. They have identified needs like speed to market, customer satisfaction, and cost reduction. One Call Move can leverage expertise in areas like software, consulting, and customer service to customize solutions that streamline processes and improve efficiency.
Overview of U.S. Leadership's Consulting Services
The document discusses the Accelerating Company Excellence (ACE) assessment process, which is a 10-step methodology used by US Leadership, Inc. to help emerging companies improve performance. It involves administering surveys, interviews and assessments to identify areas for growth, then developing multi-year project plans to enhance the 10 key areas of excellence and achieve performance goals. Projections are made to estimate how companies can progress in each area over 12, 24 and 48 months through continuous improvement efforts.
Boost CSM Productivity with Customer Success Playbooks
Learn how DoubleDutch uses Customer Success Playbooks to grow and scale an international Customer Success team for a wide array of notable brands ranging from SMBs to Fortune 500 companies.
This webinar features Aaron Lapierre, Director of Customer Success, and Sendhil Jayachandran, Head of Product Marketing at Bluenose.
The recording can be found at https://www.youtube.com/watch?v=NzShCOJTp50
For more info on Bluenose, visit http://www.bluenose.com
Hack your Net Promoter Score® Data
This is the slide-deck from our webinar: Hack your NPS Data that is available for offline viewing should you be interested. Please reach out and learn some creative tips on using NPS data more effectively!
Quarterly Business Review Template - QBR Template - Customer Success Management
This is a Quarterly Business Review Template to be used by Customer Success Management organizations.
One of the most important activities your Customer Success Managers (CSMs) will perform is the Quarterly Business Review (QBR).
QBRs are sometimes known by different names – Business Reviews or Executive Business Reviews – but no matter what they’re called, they’re incredibly important and the agenda and flow are largely going to fall on the CSM, so it’s critical to help them prepare for, and perform QBRs, the right way.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
suneel kumar reddy - Resume-Associate manger
Suneel Kumar Reddy is an Associate Manager at Shriram Value Services with over 6 years of experience in customer service, relationship management, and team leadership. He currently manages a team of 76 associates across 4 processes. Previously he worked at Shriram Value Services and First Source Solutions as a Team Leader, where he was responsible for teams of 25-28 employees. He aims to leverage his skills in customer satisfaction, analytics, and team management for a challenging career in telecom or finance.
Track Software -- Customer survey results
The document outlines a workshop process to optimize the value of a software tool called Track for existing clients and new customers. It notes that Track is often not fully implemented or utilized, missing out on its full functionality. The workshops would analyze goals versus current usage, identify gaps, and create plans to close gaps to achieve full functionality and 100% engagement of contractors in Track. The goal is to move from a project focus to a process focus and continuous growth with Track.
cv_Bhupendra
This resume is for Bhupendra Rawat, who has over 11 years of experience in operations management, training, and transitions management. He currently works as an Operations Manager at FIS, where he leads a team of over 110 employees and has improved customer satisfaction scores and SLAs. Prior to his current role, he held positions as a Team Manager and Team Coach, where he trained new hires and monitored team performance. Rawat has a bachelor's degree in computer applications and is proficient in English and Hindi.
KamranAamirKhan
Kamran Aamir Khan from the EM TS department took a PM-Test exam on November 23, 2015. He spent 90 minutes on the exam and answered 77 out of 85 questions correctly, achieving a score of 80.26% and passing the exam. The exam evaluated him on 11 competency categories related to project management, and he met or exceeded the minimum required percentages in 9 of the 11 categories.
Resume
Sachin Saxena is a quality engineer with over 3 years of experience seeking a senior role. He has skills in quality control tools, PPAP documentation, APQP, and other quality processes. As a supplier quality engineer, he worked to improve engineering operations and reduce costs. Some of his accomplishments include developing indigenous clutch release systems, evaluating suppliers to identify gaps, and reducing product rejection rates. He has a Bachelor's degree in Mechanical Engineering and skills in SAP, AutoCAD, GD&T, and Microsoft Office.
WAW Austin 090513
The presentation discusses the speaker's journey to becoming the Director of the Web Analytics Association Board, including running a social media campaign and proving the "underdog theory". It then provides an overview of WAA's vision, mission and strategic priorities to lead the industry in digital marketing measurement through education, research, and standards development. The remainder of the slides focus on growing WAA membership and participation in upcoming events and committees.
From good to great beijing WAA
This document summarizes Dell's journey with web analytics and testing over the past decade, from early adoption to developing a more mature and global approach. It outlines Dell's current online presence and scale, as well as the opportunities that complexity brings. The presentation emphasizes the need to develop the global analytics and testing teams, ensure accountability, and institutionalize processes like documenting learnings. It provides examples of strategic testing areas and lessons learned around understanding customer intent and targeting relevant content. The goal is to embrace testing as a "religion" and bake it into projects from the start.
More Related Content
What's hot
7 reasons why you need a testing center of excellence
Test Advisory Services provides an independent assessment of state of Test organisation & helps migrate to a stable and leaner testing state.
Daly: Quality Assessments
The document summarizes a presentation on quality assessments for a call center. It discusses what quality assurance (QA) is, the importance of monitoring calls to identify both problems and best practices. It provides recommendations for an effective QA process, including having independent evaluators, clear criteria, and using results to provide feedback and training to improve agent performance and the overall customer experience. The presentation also discusses best practices other companies use for QA, such as involving agents in the evaluation and recruitment process, focusing on strengths rather than scores, and using mystery callers and technology to supplement monitoring.
AEGIS: Quality Best Practices
The document discusses quality assurance best practices for call centers. It recommends live call monitoring, short and long call analysis, predictive customer satisfaction scores, feedback on every call, trend analysis, training needs analysis, calibration, and speech analytics to monitor 100% of calls. Outsourcing quality assurance provides access to leading methodologies and technologies, while keeping quality in-house allows more control but requires developing quality systems. Case studies show how quality assurance improved a telecom company's contact rate and sales introduction by focusing on data cleansing, and improved an insurance company's net promoter score and first call resolution through driving issue resolution in calls. The presentation emphasizes using quality assurance to continuously improve customer satisfaction.
Challenges with measuring quality for agile distributed research type project
The document discusses challenges with quality assurance for distributed agile teams. Initial challenges included building quality in from the start rather than adding it later, addressing the different nature of research projects, and missing a focus on addressing quality early. It then describes the product development organization structure and quality assurance team structure, emphasizing a sustainable test team structure and encouraging pair testing. The rest of the document provides solutions and best practices for quality assurance, including applying lean principles to prevent defects, using risk-based testing strategies, creating test plans with a big picture view, focusing on communication between testers and customers, and emphasizing automated testing, continuous integration, and continuous improvement.
How to Execute Your CX Vision
CXweek presentation by Jamie Morningstar. In this presentation, you will learn how to best execute your CX Vision.
Fitting Agility and Quality Under One Roof
It’s the million-dollar question: How can you release with the speed and agility that the pace of business demands while maintaining the quality consumers expect?
Typically, brands are only able to deliver on one or two of these expectations. Realtor.com, the pioneer of digital real estate, found out these problems firsthand. When it put emphasis on quality, its development was slow for both web and mobile. When it focused on speed and agility, quality suffered.
Realtor.com found its solution in a combination approach, revamping its engineering capability, investing in automation, and leveraging crowdsourced testing to ensure the human side of quality was achieved with all its constraints.
Discover the advantages of real-world testing and how Realtor.com achieves speed, agility, and quality, all at once.
The Quality Assurance Journey
Moving on from Traditional QA To New Generation QA – with all its Bells and Whistles
CCMG 25 July 2016
Presented by: Naseema Moorgas
bateman-resume
This candidate has over 15 years of experience as a technical team leader in electronics and retail. They are skilled in building customer relationships, training and mentoring employees, and ensuring teams meet goals. They have a proven track record of increasing sales and efficiency through quality assurance processes and Six Sigma events. Currently serving as a technical team lead, they are responsible for training, documentation, and ensuring timely production and delivery of precision measurement instruments.
Scott Miller Resume
Scott Miller has over 25 years of experience in automotive program management, launch management, product development, quality assurance, and lean manufacturing. He has successfully delivered over 35 new products to market. Miller has held various leadership roles at companies such as Dennen Steel, Leon Plastics, and Johnson Controls where he managed multiple programs, led cross-functional teams, and implemented lean manufacturing systems to improve quality, throughput, and reduce costs. Miller has a BS in Political Science from Western Michigan University and training in program management, lean manufacturing, and quality systems.
Supercharge Your Testing Program
Interested in learning how Optimizely’s latest innovations can help to amplify your testing program? Learn more about how our advanced features and functionality can enable you to uncover breakthrough customer experiences and drive ROI. You will walk away with a better understanding of the advanced capabilities of the platform and tangible ways to bring your experimentation program to the next level.
Buildingamutuallyrewardingpartnership
One Call Move is committed to delivering value to partners. They will help increase customer satisfaction, referrals, and brand loyalty through personal concierge services. Their partnership approach focuses on mutual trust, measurable value, understanding challenges, minimizing risk, and supporting growth. They have identified needs like speed to market, customer satisfaction, and cost reduction. One Call Move can leverage expertise in areas like software, consulting, and customer service to customize solutions that streamline processes and improve efficiency.
Overview of U.S. Leadership's Consulting Services
The document discusses the Accelerating Company Excellence (ACE) assessment process, which is a 10-step methodology used by US Leadership, Inc. to help emerging companies improve performance. It involves administering surveys, interviews and assessments to identify areas for growth, then developing multi-year project plans to enhance the 10 key areas of excellence and achieve performance goals. Projections are made to estimate how companies can progress in each area over 12, 24 and 48 months through continuous improvement efforts.
Boost CSM Productivity with Customer Success Playbooks
Learn how DoubleDutch uses Customer Success Playbooks to grow and scale an international Customer Success team for a wide array of notable brands ranging from SMBs to Fortune 500 companies.
This webinar features Aaron Lapierre, Director of Customer Success, and Sendhil Jayachandran, Head of Product Marketing at Bluenose.
The recording can be found at https://www.youtube.com/watch?v=NzShCOJTp50
For more info on Bluenose, visit http://www.bluenose.com
Hack your Net Promoter Score® Data
This is the slide-deck from our webinar: Hack your NPS Data that is available for offline viewing should you be interested. Please reach out and learn some creative tips on using NPS data more effectively!
Quarterly Business Review Template - QBR Template - Customer Success Management
This is a Quarterly Business Review Template to be used by Customer Success Management organizations.
One of the most important activities your Customer Success Managers (CSMs) will perform is the Quarterly Business Review (QBR).
QBRs are sometimes known by different names – Business Reviews or Executive Business Reviews – but no matter what they’re called, they’re incredibly important and the agenda and flow are largely going to fall on the CSM, so it’s critical to help them prepare for, and perform QBRs, the right way.
The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale.
In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success.
suneel kumar reddy - Resume-Associate manger
Suneel Kumar Reddy is an Associate Manager at Shriram Value Services with over 6 years of experience in customer service, relationship management, and team leadership. He currently manages a team of 76 associates across 4 processes. Previously he worked at Shriram Value Services and First Source Solutions as a Team Leader, where he was responsible for teams of 25-28 employees. He aims to leverage his skills in customer satisfaction, analytics, and team management for a challenging career in telecom or finance.
Track Software -- Customer survey results
The document outlines a workshop process to optimize the value of a software tool called Track for existing clients and new customers. It notes that Track is often not fully implemented or utilized, missing out on its full functionality. The workshops would analyze goals versus current usage, identify gaps, and create plans to close gaps to achieve full functionality and 100% engagement of contractors in Track. The goal is to move from a project focus to a process focus and continuous growth with Track.
cv_Bhupendra
This resume is for Bhupendra Rawat, who has over 11 years of experience in operations management, training, and transitions management. He currently works as an Operations Manager at FIS, where he leads a team of over 110 employees and has improved customer satisfaction scores and SLAs. Prior to his current role, he held positions as a Team Manager and Team Coach, where he trained new hires and monitored team performance. Rawat has a bachelor's degree in computer applications and is proficient in English and Hindi.
KamranAamirKhan
Kamran Aamir Khan from the EM TS department took a PM-Test exam on November 23, 2015. He spent 90 minutes on the exam and answered 77 out of 85 questions correctly, achieving a score of 80.26% and passing the exam. The exam evaluated him on 11 competency categories related to project management, and he met or exceeded the minimum required percentages in 9 of the 11 categories.
Resume
Sachin Saxena is a quality engineer with over 3 years of experience seeking a senior role. He has skills in quality control tools, PPAP documentation, APQP, and other quality processes. As a supplier quality engineer, he worked to improve engineering operations and reduce costs. Some of his accomplishments include developing indigenous clutch release systems, evaluating suppliers to identify gaps, and reducing product rejection rates. He has a Bachelor's degree in Mechanical Engineering and skills in SAP, AutoCAD, GD&T, and Microsoft Office.
What's hot (20)
7 reasons why you need a testing center of excellence
7 reasons why you need a testing center of excellence
Challenges with measuring quality for agile distributed research type project
Challenges with measuring quality for agile distributed research type project
Boost CSM Productivity with Customer Success Playbooks
Boost CSM Productivity with Customer Success Playbooks
Quarterly Business Review Template - QBR Template - Customer Success Management
Quarterly Business Review Template - QBR Template - Customer Success Management
Viewers also liked
WAW Austin 090513
The presentation discusses the speaker's journey to becoming the Director of the Web Analytics Association Board, including running a social media campaign and proving the "underdog theory". It then provides an overview of WAA's vision, mission and strategic priorities to lead the industry in digital marketing measurement through education, research, and standards development. The remainder of the slides focus on growing WAA membership and participation in upcoming events and committees.
From good to great beijing WAA
This document summarizes Dell's journey with web analytics and testing over the past decade, from early adoption to developing a more mature and global approach. It outlines Dell's current online presence and scale, as well as the opportunities that complexity brings. The presentation emphasizes the need to develop the global analytics and testing teams, ensure accountability, and institutionalize processes like documenting learnings. It provides examples of strategic testing areas and lessons learned around understanding customer intent and targeting relevant content. The goal is to embrace testing as a "religion" and bake it into projects from the start.
From good to great emetrics_dc_keynote
This document summarizes the vision and progress of Dell's online analytics and testing program. It discusses establishing a global testing team, standardizing processes, and prioritizing strategic areas like key pages and checkout testing. It emphasizes the importance of acquiring top talent, holding teams accountable, establishing iterative testing processes, understanding why tests succeed or fail, and embracing a culture where testing is a priority from the start of projects. The goal is to become a leader in e-commerce innovation by offering the most relevant customer experiences and driving high loyalty through insightful analytics and best-in-class testing capabilities.
Leveraing analytics emetrics_oct 2009
This document discusses Dell's evolution in leveraging analytics globally as a key strategic business driver. It provides an overview of Dell's analytics evolution from early adoption in the late 1990s to increased investment, standardization, and advanced analytics capabilities. Examples are given of challenges Dell addressed through analytics, such as inconsistent dashboards, ineffective site paths, and poor site search. Global teams were assembled and changes were made like new trending dashboards, searchandizing, and targeted automated content that improved key metrics like revenue per visit. The closing emphasizes setting business goals, showing financial impacts, and embedding analytics in the marketing ecosystem.
Tycho Brahe vt-2013 om SEO
Transfer-föreläsning om SEO för elever på Tycho Brahe skolan i Helsingborg
Sse Vw Pestel Group8
The document discusses virtual worlds with real economies from a technological perspective using PESTEL analysis. It describes how virtual worlds rely on advancing computer technologies and how research funding is driving further innovation. Rapid growth is expected as virtual reality becomes more immersive and integrated with other online activities in the coming years.
Viewers also liked (8)
155 години ОУ "Св. св. Кирил и Методий" -с. Полско Косово
155 години ОУ "Св. св. Кирил и Методий" -с. Полско Косово
Similar to Three leadership principles to build a winning testing team ed wu dell
Software Quality: A Cross-Organizational Competency
Historically, testers have served as the last line of defense and have been tasked with identifying and driving software defect resolution before promoting code into a production environment. Kevin Dunne explains that in this model, testers have been responsible for testing the code produced by the developers and getting the code—whether good, bad, or mediocre—customer ready. Without proper alignment from the development team, code was often pushed out to testing without much thought or evaluation, leaving testers improperly blamed for leaked defects or slippages in their timelines. With agile driving rapid software development without compromising quality, it is essential for high performing organizations to realign their teams for success by fostering close collaboration. Many organizations are adopting new techniques like exploratory testing and behavior-driven development, and using tools like Cucumber and Jenkins to take their organizations to the next level. Join Kevin as he explores how high performing teams learn how to optimize their current people, development processes, and tooling to maximize their agile success.
Luigi Cusano Portfolio
A representative overview of my expertise and key results delivered by teams I have led. Three situations are highlighted with a defined problem, action plan and results.
Is foundations approach that assesse, evaluate and improve volunteering initi...
Is foundations approach that assesse, evaluate and improve volunteering initi...Khaled Alanzi - 6 Sigma Green Belt
The document describes a volunteer assessment foundations (VAF) model that evaluates volunteering initiatives and projects using best practices criteria. The VAF model has 7 criteria that examine areas like leadership, planning, clients, and workforce. It provides a structured self-assessment to improve performance, facilitate knowledge sharing, and identify opportunities for future development. Assessment results are scored in strategic and operational areas, with initiatives receiving an overall score out of 120 points.Vaf volunteer assessment foundation
The document describes a volunteer assessment foundations (VAF) model that assesses, evaluates, and improves volunteering initiatives using best practices criteria adopted from international excellence models. The VAF model has 7 criteria that are designed to build an integrated volunteer effort and enhance internal and external client relationships. The criteria cover areas like leadership, planning, capturing client voice, measurement and analysis, and workforce development. Initiatives are assessed on these criteria across strategic and operational areas, and results are calculated as percentages to identify strengths and areas for improvement.
Professional Portfolio 2011 - 2015- 8
Luigi Cusano provides a 3-page summary of his professional portfolio from 2011-2015. He led several initiatives that improved safety, productivity, and financial results. Initiatives included a safety culture improvement strategy that reduced injury rates, a leadership development program called Q Challenge that improved team collaboration, and a strategic master site plan that increased capacity and reduced costs. Key results included doubling oven capacity, reducing emissions by 50%, improving safety rates from 1.9 to under 1, and increasing margins while absorbing cost increases. Cusano demonstrated experience leading operations, safety, and strategic planning across multiple industries.
QMS UNDERSTANDING & IMPLEMENTING ISO 9001 2015.pptx
The document provides an agenda for a two-day training course on understanding and implementing ISO 9001:2015. Day 1 covers introductions to quality and the ISO standard, as well as context of the organization, leadership, planning, support, and performance evaluation and improvement. Presentation topics include what is quality, customer requirements, responsibility for quality, and the structure and requirements of ISO 9001:2015. Day 2 will focus on operation, monitoring and measurement, internal auditing, and management review.
TQM chapter # 1 - Joel E Ross
Quality refers to meeting customer requirements and needs. It is defined by characteristics like performance, reliability, durability, and conformance for products, and attributes like timeliness, courtesy, accuracy for services. Total quality management aims to integrate all organizational functions to achieve continuous quality improvement through prevention over inspection and customer satisfaction. It requires leadership commitment, employee involvement, and a long-term process focus. Quality gurus like Deming, Juran, and Crosby provided frameworks like the PDCA cycle and emphasis on goals, training, and management roles to implement quality programs.
Productivity & Total Quality Management
Productivity and Total Quality Management Importance For An Organisation And How Can They Develop And Overall Efficiency Through Proper Quality Management Techniques
Quality Improvement Plan.pptx
To create and follow quality policies and procedure to ensure that a project meets the defined needs it was intended to meet from the customers perspective.
Lean Kanban India 2016 | Kanban – Common sense in a new light | Ashok Kumar M...
This document discusses Kanban, a lean methodology for managing workflow. It emphasizes continuous flow, limiting work in progress, visualizing workflow, and establishing a learning culture. Key aspects include establishing daily stand-ups and visual boards to manage workflow, addressing bottlenecks, balancing workloads, establishing roles like dispatcher and chess master, and using metrics and retrospectives for continuous improvement. The goal is to establish collaborative problem solving, fast information flow, and adaptive capabilities through continuous learning and feedback.
End-to-End Quality Approach: 14 Levels of Testing
This document summarizes a presentation given by Adrian Thibodeau of Standard & Poors Rating Services on their 14 levels of testing approach to quality. It provides an overview of S&P Global Ratings, introduces their 14 levels of testing from individual development through production deployment, and describes how they govern and monitor quality across the levels through their QA portal and metrics.
Tqm Sample
The document discusses Total Quality Management and key aspects of a quality management system, including Deming's 14 Points. It notes that successful organizations take a structured approach to strategic planning by measuring 5-7 key success drivers, evaluating the competitive environment, and setting clear goals. Senior managers then translate goals into action plans and engage employees to drive changes. Progress should be monitored monthly.
Importance of QA role in business.pptx
The document discusses the importance of quality assurance (QA) in business. It outlines the key roles of QA, including defining quality parameters, identifying performance measurement techniques, finding the root cause of issues, verifying solution effectiveness, and advising on process improvements. The document also notes that lack of a QA process can lead to business losses through dissatisfied partners, reputation impacts, and quality issues. It recommends delivering QA through collaboration, identifying coaching opportunities, rewarding participation, and systematic monitoring. This ensures consistent results, positive employee morale, customer confidence, continuous improvement, and long-term profit.
Introduction to Process Excellence in Retail for Beginners by Tushar Shinde
The PowerPoint presentation "Introduction to Process Excellence in Retail" offers a concise overview of the principles and applications of process excellence within the retail sector. It covers the definition, importance, and implementation strategies of process excellence, emphasizing its role in enhancing operational efficiency and customer satisfaction in retail operations. Through real-world examples and best practices, the presentation aims to equip the audience with a foundational understanding of process excellence and its significance in driving success in the retail industry.
QMS Program Towards 5-Star Organization thru Business Excellence
This document discusses a company's efforts to improve its quality management system and processes based on the Business Excellence Framework. It analyzes the company's current assessment scores in various categories and sets goals to increase scores in leadership, people, information, customers, processes and results by specific dates. An action plan is proposed with initiatives assigned to senior leaders in each category to close performance gaps and achieve 5-star organization status based on clearly defined characteristics. Regular audits and employee training programs are recommended to drive the transformation.
Quality Philosophies - CQIA Body of Knowledge
Quality benefits organizations and stakeholders in several ways. For organizations, quality leads to higher quality products, greater profitability, increased market share and stock price, and more pride and stability. Employees benefit from job security, increased pay and respect. Customers benefit from reliable, easy to use products and loyal suppliers. Society benefits from job opportunities and organizations that enhance communities. The Baldrige criteria provide a framework for organizations to achieve performance excellence across seven categories with a focus on leadership, strategic planning, customers, measurement and knowledge. Quality gurus like Deming, Juran, Crosby, Shewhart and Ishikawa made significant contributions including PDCA, quality cost measurement, control charts, zero defects and cause and effect diagrams.
Scrum Agile by David Mann
The document is an agenda for a presentation on implementing agile processes for IT projects. It introduces the presenter and their theme of growing through change. It advocates adopting industry best practices and processes to increase efficiency, customer experience and competitiveness. The value of establishing a simple, customizable process is discussed. Scrum is presented as an agile methodology that focuses on short iterations with customer involvement, frequent releases and accountability. Process components like milestones, deliverables and team roles are outlined. The presentation agenda concludes with a recommended TED talk and time for questions.
Process improvement scrum_agile_v2_by_david_mann
The document is an agenda for a presentation on implementing agile processes for IT projects. It introduces the presenter and their theme of growing through change. It advocates adopting industry best practices and processes to increase sales, customer experience and staff loyalty. The value of having a simple, customizable process is discussed. Scrum is presented as an agile methodology involving short sprints and frequent customer involvement. Non-customer focused work, milestones, deliverables and the roles of a cross-functional team are reviewed as key process components. The presentation concludes with a recommended TED talk and time for questions.
kpis.ppt
This document provides an overview of a training module on Key Performance Indicators (KPIs). The module aims to teach employees how to define, measure, and cascade KPIs throughout various levels of an organization to help achieve business goals. The course outline covers topics such as what KPIs are, their characteristics, examples of common KPIs, and how to create and manage effective KPIs as part of a continuous improvement process.
kpis.ppt
This document provides an overview of a training module on Key Performance Indicators (KPIs). The module aims to teach employees how to define, measure, and cascade KPIs throughout various levels of an organization to help achieve business goals. The course outline covers defining good KPIs, examples of common KPIs, and how to create and manage an effective KPI system through a continuous improvement cycle.
Similar to Three leadership principles to build a winning testing team ed wu dell (20)
Software Quality: A Cross-Organizational Competency
Software Quality: A Cross-Organizational Competency
Is foundations approach that assesse, evaluate and improve volunteering initi...
Is foundations approach that assesse, evaluate and improve volunteering initi...
QMS UNDERSTANDING & IMPLEMENTING ISO 9001 2015.pptx
QMS UNDERSTANDING & IMPLEMENTING ISO 9001 2015.pptx
Lean Kanban India 2016 | Kanban – Common sense in a new light | Ashok Kumar M...
Lean Kanban India 2016 | Kanban – Common sense in a new light | Ashok Kumar M...
Introduction to Process Excellence in Retail for Beginners by Tushar Shinde
Introduction to Process Excellence in Retail for Beginners by Tushar Shinde
QMS Program Towards 5-Star Organization thru Business Excellence
QMS Program Towards 5-Star Organization thru Business Excellence
Recently uploaded
FREE A4 Cyber Security Awareness Posters-Social Engineering part 3
Free A4 downloadable and printable Cyber Security, Social Engineering Safety and security Training Posters . Promote security awareness in the home or workplace. Lock them Out From training providers datahops.com
Building Production Ready Search Pipelines with Spark and Milvus
Spark is the widely used ETL tool for processing, indexing and ingesting data to serving stack for search. Milvus is the production-ready open-source vector database. In this talk we will show how to use Spark to process unstructured data to extract vector representations, and push the vectors to Milvus vector database for search serving.
How to Interpret Trends in the Kalyan Rajdhani Mix Chart.pdf
A Mix Chart displays historical data of numbers in a graphical or tabular form. The Kalyan Rajdhani Mix Chart specifically shows the results of a sequence of numbers over different periods.
Presentation of the OECD Artificial Intelligence Review of Germany
Consult the full report at https://www.oecd.org/digital/oecd-artificial-intelligence-review-of-germany-609808d6-en.htm
Choosing The Best AWS Service For Your Website + API.pptx
Have you ever been confused by the myriad of choices offered by AWS for hosting a website or an API?
Lambda, Elastic Beanstalk, Lightsail, Amplify, S3 (and more!) can each host websites + APIs. But which one should we choose?
Which one is cheapest? Which one is fastest? Which one will scale to meet our needs?
Join me in this session as we dive into each AWS hosting service to determine which one is best for your scenario and explain why!
AWS Cloud Cost Optimization Presentation.pptx
This presentation provides valuable insights into effective cost-saving techniques on AWS. Learn how to optimize your AWS resources by rightsizing, increasing elasticity, picking the right storage class, and choosing the best pricing model. Additionally, discover essential governance mechanisms to ensure continuous cost efficiency. Whether you are new to AWS or an experienced user, this presentation provides clear and practical tips to help you reduce your cloud costs and get the most out of your budget.
dbms calicut university B. sc Cs 4th sem.pdf
Its a seminar ppt on database management system using sql
Skybuffer AI: Advanced Conversational and Generative AI Solution on SAP Busin...
Skybuffer AI, built on the robust SAP Business Technology Platform (SAP BTP), is the latest and most advanced version of our AI development, reaffirming our commitment to delivering top-tier AI solutions. Skybuffer AI harnesses all the innovative capabilities of the SAP BTP in the AI domain, from Conversational AI to cutting-edge Generative AI and Retrieval-Augmented Generation (RAG). It also helps SAP customers safeguard their investments into SAP Conversational AI and ensure a seamless, one-click transition to SAP Business AI.
With Skybuffer AI, various AI models can be integrated into a single communication channel such as Microsoft Teams. This integration empowers business users with insights drawn from SAP backend systems, enterprise documents, and the expansive knowledge of Generative AI. And the best part of it is that it is all managed through our intuitive no-code Action Server interface, requiring no extensive coding knowledge and making the advanced AI accessible to more users.
HCL Notes and Domino License Cost Reduction in the World of DLAU
Webinar Recording: https://www.panagenda.com/webinars/hcl-notes-and-domino-license-cost-reduction-in-the-world-of-dlau/
The introduction of DLAU and the CCB & CCX licensing model caused quite a stir in the HCL community. As a Notes and Domino customer, you may have faced challenges with unexpected user counts and license costs. You probably have questions on how this new licensing approach works and how to benefit from it. Most importantly, you likely have budget constraints and want to save money where possible. Don’t worry, we can help with all of this!
We’ll show you how to fix common misconfigurations that cause higher-than-expected user counts, and how to identify accounts which you can deactivate to save money. There are also frequent patterns that can cause unnecessary cost, like using a person document instead of a mail-in for shared mailboxes. We’ll provide examples and solutions for those as well. And naturally we’ll explain the new licensing model.
Join HCL Ambassador Marc Thomas in this webinar with a special guest appearance from Franz Walder. It will give you the tools and know-how to stay on top of what is going on with Domino licensing. You will be able lower your cost through an optimized configuration and keep it low going forward.
These topics will be covered
- Reducing license cost by finding and fixing misconfigurations and superfluous accounts
- How do CCB and CCX licenses really work?
- Understanding the DLAU tool and how to best utilize it
- Tips for common problem areas, like team mailboxes, functional/test users, etc
- Practical examples and best practices to implement right away
Fueling AI with Great Data with Airbyte Webinar
This talk will focus on how to collect data from a variety of sources, leveraging this data for RAG and other GenAI use cases, and finally charting your course to productionalization.
Taking AI to the Next Level in Manufacturing.pdf
Read Taking AI to the Next Level in Manufacturing to gain insights on AI adoption in the manufacturing industry, such as:
1. How quickly AI is being implemented in manufacturing.
2. Which barriers stand in the way of AI adoption.
3. How data quality and governance form the backbone of AI.
4. Organizational processes and structures that may inhibit effective AI adoption.
6. Ideas and approaches to help build your organization's AI strategy.
Columbus Data & Analytics Wednesdays - June 2024
Columbus Data & Analytics Wednesdays, June 2024 with Maria Copot 20
GNSS spoofing via SDR (Criptored Talks 2024)
In the realm of cybersecurity, offensive security practices act as a critical shield. By simulating real-world attacks in a controlled environment, these techniques expose vulnerabilities before malicious actors can exploit them. This proactive approach allows manufacturers to identify and fix weaknesses, significantly enhancing system security.
This presentation delves into the development of a system designed to mimic Galileo's Open Service signal using software-defined radio (SDR) technology. We'll begin with a foundational overview of both Global Navigation Satellite Systems (GNSS) and the intricacies of digital signal processing.
The presentation culminates in a live demonstration. We'll showcase the manipulation of Galileo's Open Service pilot signal, simulating an attack on various software and hardware systems. This practical demonstration serves to highlight the potential consequences of unaddressed vulnerabilities, emphasizing the importance of offensive security practices in safeguarding critical infrastructure.
Driving Business Innovation: Latest Generative AI Advancements & Success Story
Are you ready to revolutionize how you handle data? Join us for a webinar where we’ll bring you up to speed with the latest advancements in Generative AI technology and discover how leveraging FME with tools from giants like Google Gemini, Amazon, and Microsoft OpenAI can supercharge your workflow efficiency.
During the hour, we’ll take you through:
Guest Speaker Segment with Hannah Barrington: Dive into the world of dynamic real estate marketing with Hannah, the Marketing Manager at Workspace Group. Hear firsthand how their team generates engaging descriptions for thousands of office units by integrating diverse data sources—from PDF floorplans to web pages—using FME transformers, like OpenAIVisionConnector and AnthropicVisionConnector. This use case will show you how GenAI can streamline content creation for marketing across the board.
Ollama Use Case: Learn how Scenario Specialist Dmitri Bagh has utilized Ollama within FME to input data, create custom models, and enhance security protocols. This segment will include demos to illustrate the full capabilities of FME in AI-driven processes.
Custom AI Models: Discover how to leverage FME to build personalized AI models using your data. Whether it’s populating a model with local data for added security or integrating public AI tools, find out how FME facilitates a versatile and secure approach to AI.
We’ll wrap up with a live Q&A session where you can engage with our experts on your specific use cases, and learn more about optimizing your data workflows with AI.
This webinar is ideal for professionals seeking to harness the power of AI within their data management systems while ensuring high levels of customization and security. Whether you're a novice or an expert, gain actionable insights and strategies to elevate your data processes. Join us to see how FME and AI can revolutionize how you work with data!
Trusted Execution Environment for Decentralized Process Mining
Presentation of the paper "Trusted Execution Environment for Decentralized Process Mining" given during the CAiSE 2024 Conference in Cyprus on June 7, 2024.
GraphRAG for Life Science to increase LLM accuracy
GraphRAG for life science domain, where you retriever information from biomedical knowledge graphs using LLMs to increase the accuracy and performance of generated answers
HCL Notes und Domino Lizenzkostenreduzierung in der Welt von DLAU
Webinar Recording: https://www.panagenda.com/webinars/hcl-notes-und-domino-lizenzkostenreduzierung-in-der-welt-von-dlau/
DLAU und die Lizenzen nach dem CCB- und CCX-Modell sind für viele in der HCL-Community seit letztem Jahr ein heißes Thema. Als Notes- oder Domino-Kunde haben Sie vielleicht mit unerwartet hohen Benutzerzahlen und Lizenzgebühren zu kämpfen. Sie fragen sich vielleicht, wie diese neue Art der Lizenzierung funktioniert und welchen Nutzen sie Ihnen bringt. Vor allem wollen Sie sicherlich Ihr Budget einhalten und Kosten sparen, wo immer möglich. Das verstehen wir und wir möchten Ihnen dabei helfen!
Wir erklären Ihnen, wie Sie häufige Konfigurationsprobleme lösen können, die dazu führen können, dass mehr Benutzer gezählt werden als nötig, und wie Sie überflüssige oder ungenutzte Konten identifizieren und entfernen können, um Geld zu sparen. Es gibt auch einige Ansätze, die zu unnötigen Ausgaben führen können, z. B. wenn ein Personendokument anstelle eines Mail-Ins für geteilte Mailboxen verwendet wird. Wir zeigen Ihnen solche Fälle und deren Lösungen. Und natürlich erklären wir Ihnen das neue Lizenzmodell.
Nehmen Sie an diesem Webinar teil, bei dem HCL-Ambassador Marc Thomas und Gastredner Franz Walder Ihnen diese neue Welt näherbringen. Es vermittelt Ihnen die Tools und das Know-how, um den Überblick zu bewahren. Sie werden in der Lage sein, Ihre Kosten durch eine optimierte Domino-Konfiguration zu reduzieren und auch in Zukunft gering zu halten.
Diese Themen werden behandelt
- Reduzierung der Lizenzkosten durch Auffinden und Beheben von Fehlkonfigurationen und überflüssigen Konten
- Wie funktionieren CCB- und CCX-Lizenzen wirklich?
- Verstehen des DLAU-Tools und wie man es am besten nutzt
- Tipps für häufige Problembereiche, wie z. B. Team-Postfächer, Funktions-/Testbenutzer usw.
- Praxisbeispiele und Best Practices zum sofortigen Umsetzen
Digital Marketing Trends in 2024 | Guide for Staying Ahead
https://www.wask.co/ebooks/digital-marketing-trends-in-2024
Feeling lost in the digital marketing whirlwind of 2024? Technology is changing, consumer habits are evolving, and staying ahead of the curve feels like a never-ending pursuit. This e-book is your compass. Dive into actionable insights to handle the complexities of modern marketing. From hyper-personalization to the power of user-generated content, learn how to build long-term relationships with your audience and unlock the secrets to success in the ever-shifting digital landscape.
leewayhertz.com-AI in predictive maintenance Use cases technologies benefits ...
Predictive maintenance is a proactive approach that anticipates equipment failures before they happen. At the forefront of this innovative strategy is Artificial Intelligence (AI), which brings unprecedented precision and efficiency. AI in predictive maintenance is transforming industries by reducing downtime, minimizing costs, and enhancing productivity.
Recently uploaded (20)
FREE A4 Cyber Security Awareness Posters-Social Engineering part 3
FREE A4 Cyber Security Awareness Posters-Social Engineering part 3
Building Production Ready Search Pipelines with Spark and Milvus
Building Production Ready Search Pipelines with Spark and Milvus
How to Interpret Trends in the Kalyan Rajdhani Mix Chart.pdf
How to Interpret Trends in the Kalyan Rajdhani Mix Chart.pdf
Presentation of the OECD Artificial Intelligence Review of Germany
Presentation of the OECD Artificial Intelligence Review of Germany
Choosing The Best AWS Service For Your Website + API.pptx
Choosing The Best AWS Service For Your Website + API.pptx
Skybuffer AI: Advanced Conversational and Generative AI Solution on SAP Busin...
Skybuffer AI: Advanced Conversational and Generative AI Solution on SAP Busin...
HCL Notes and Domino License Cost Reduction in the World of DLAU
HCL Notes and Domino License Cost Reduction in the World of DLAU
Driving Business Innovation: Latest Generative AI Advancements & Success Story
Driving Business Innovation: Latest Generative AI Advancements & Success Story
Trusted Execution Environment for Decentralized Process Mining
Trusted Execution Environment for Decentralized Process Mining
GraphRAG for Life Science to increase LLM accuracy
GraphRAG for Life Science to increase LLM accuracy
HCL Notes und Domino Lizenzkostenreduzierung in der Welt von DLAU
HCL Notes und Domino Lizenzkostenreduzierung in der Welt von DLAU
Digital Marketing Trends in 2024 | Guide for Staying Ahead
Digital Marketing Trends in 2024 | Guide for Staying Ahead
leewayhertz.com-AI in predictive maintenance Use cases technologies benefits ...
leewayhertz.com-AI in predictive maintenance Use cases technologies benefits ...
Three leadership principles to build a winning testing team ed wu dell
- 1. Three leadership principles to build a winning testing team Ed Wu Director, Dell.com Testing & Targeting
- 2. Global Marketing2 Confidential 8 Best Tests of 2012 HON MENTION
- 3. Global Marketing3 Confidential ‘09 ‘10 ‘11 ‘12 • Regional team with segment focus • Browse layer optimization • Simple A/B tests • Formation of global T&T team • Cart & Checkout optimization • Testing process v.1 • Established the foundation for strategic testing • Ramped up targeting capability globally • Significantly improved testing process Deliver Rev upside and improve Customer Experience through • Iterative Testing • Bold Strategic Testing • Automatic Targeting • Better Quality Assurance #1 Envision
- 4. Global Marketing4 Confidential #2 Empower Trusted advisor Customer advocate Problem solver Connector Communi- cator Revenue Volume Quality I-CSAT Timeline
- 5. 3 Competence5 Confidential #3 Enable 1 Process adherence Development KPIs Quarterly Goal QTD actuals Attainment % of tests completion within 2 weeks 70% 60% 86% % of tests completion within 3 weeks 95% 90% 95% First pass yield rate 70% 80% 114% Post-launch defects 0% 2% 2 Partnership & Accountability
- 6. Key to build a successful team is… Leadership • Develop, articulate and reinforce a clear vision • Help the team understand how they add value and how they are being measured • Process / accountability / training to enable a highly distributed, competent and collaborative organization 6 Confidential
- 7. Grazie σας ευχαριστώ Děkuji 谢谢 ありがとう dank u Danke Merci תודה शु�क्र 감사합니다 Obrigado Gracias Спасибо Tack ขอบคุณ teşekkür ederim cảm ơn bạn Go raibh maith Thank you ed_wu@dell.com Twitter: ed_wu Dell Confidential7