“Customers don’t care which team is responsible – they just want it to work!”
Once we have assessed the situation and successfully identified one or more root causes the next step is to take corrective action to improve the situation.
​
Our team will lead by example to establish agile continuous improvement principles with focus on end-to-end customer value - with special focus on helping struggling teams to achieve rapid and lasting change.
Agile Turnaround
Stabilize struggling scrum team by providing a small team of highly experienced agile athletes
Depending on the business need we have a variety of other services and skills which may help to improve the situation, although our aim is usually to demonstrate the value of the approach and then give your team the skills and support to make it an in house capability
Crisis Leadership
Immediate “boots on the ground” to help triage and fix crisis situations
Cover and Recruit
Short term fill for team gap plus assisting with finding permanent replacement
Operations Check-In
Set up frequent checkpoints between Digital and Operations teams to quickly identify emerging issues
Fix on the call
Empower service agents to do what it takes to fix an issue on the call up to an agreed financial limit
Digital Ops Reporting
Direct logging and reporting of key interactions to identify and investigate technical issues
Epic Requests
​Understand and prioritize upcoming work based on clearly defined business needs
Story Refinement
Structured story refinement and acceptance criteria to reduce bugs and rework
Usability Testing
Face to face user journey review with actual customers to understand how they are working in real life
User Acceptance Testing
Create and execute customer centric test scripts to ensure new features are working as expected
IT Mini Project
Short duration quick win project to deliver immediate business benefit using prototyping tools
Customer Modeling
Create financial model to evaluate customer value and determine primary driving metrics
Product Content
Quick win review of product content to identify and implement areas for improvement
Model Analysis
Analysis inputs, outputs and business outcomes of business model or algorithm to recommend improvements