QW2001 Paper 7V1 Mr. Rick Banister (Sesame Technology) Clothing Optional Relationships With Your Customers--How much should we expose to our customers when it comes to the product improvement process?

Key Points

• Methods for creating limited, direct customer access into your support & quality tracking systems.
• How to turn customer access into big advantage for your product line.
• Learn how far you can go and what methodologies can keep you protected.

Presentation Abstract

No cameras please! This presentation reveals what’s underneath the current trend to allow customers limited, direct access into your support and quality tracking systems. What was once considered off-limits is now becoming the norm for progressive product companies and their customer base. Learn how your customers can serve themselves by directly entering and tracking enhancement requests and product defects. Learn what data is best to keep private, and what data keeps customers involved at the appropriate level. See how providing a direct customer interface allows service staff and engineers to work proactively, with fewer interruptions. Lastly, learn how product problems and enhancements can be grouped with other quality issues to create an organized and powerful overview of your product improvement process, ultimately yielding a better product for you and your customers.

About the Author

Rick Banister is the Executive Vice-President and CTO of Sesame Technology. He has developed application systems for over twenty-four years, as a project manager, software developer, systems integrator, database analyst, and business manager. His extensive experience in application development includes Oracle and Java programming, database design, implementation and tuning. Rick is considered by many to be a leading expert in quality and product improvement processes.