Title :
Taming the Customer Support Queue: A Kanban Experience Report
Author_Institution :
Product & Technol., Fundamo, Durbanville, South Africa
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;
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
DOI :
10.1109/AGILE.2011.9
