DocumentCode
3092604
Title
Taming the Customer Support Queue: A Kanban Experience Report
Author
Greaves, Karen
Author_Institution
Product & Technol., Fundamo, Durbanville, South Africa
fYear
2011
fDate
7-13 Aug. 2011
Firstpage
154
Lastpage
160
Abstract
Dealing with customer support issues can often affect Agile teams negatively. It can impact both their focus on new features and their predictability. This paper shows how Fundamo made use of a Kanban system to take control of their customer support issues and drive quality improvements in their Agile development process.
Keywords
customer services; kanban; quality management; software prototyping; team working; Kanban system; agile development process; agile teams; customer support queue; quality improvement; Business; Computer bugs; Delay; Mobile communication; Production; Software; Testing; Kanban; agile; customer support; defects; quality;
fLanguage
English
Publisher
ieee
Conference_Titel
Agile Conference (AGILE), 2011
Conference_Location
Salt Lake City, UT
Print_ISBN
978-1-61284-426-8
Electronic_ISBN
978-0-7695-4370-3
Type
conf
DOI
10.1109/AGILE.2011.9
Filename
6005518
Link To Document