Silicon Valley ASQ Dinner Meeting - Customer Feedback for Software Quality Improvements November 19, 2008

Abstract – Using Customer Feedback to Focus Software Quality Improvements

How can you tell if your customers are satisfied with your software product?And when they are not, how can you get actionable feedback so that you can decide what your team's improvement focus should be?

Often we think we have the answers to our Customer's issues, and we then go off an implement a get well plan, only then find out that we did not address the issue after all. In the eyes of the customer, are you actually addressing their concerns or what you THINK their concerns are?

Lisa Arnold of Cisco Systems Inc will share how Cisco uses Customer Satisfaction to drive and improve it's customers experience with it's products.

Speaker's Bio – Lisa Arnold, Cisco Systems

Official Website: http://www.asq-silicon-valley.org/