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ASP Forum
Tracking bug fixes for customers
"When we send a bug report to our developers, they're supposed to
enter status information in our case management system so we can
send progress reports to our customers. Of course, most of the time
they 'forget' to update the system, so everyone gets annoyed and
my support team looks like we're not following up. How can we fix
this problem?"
—Victor from Vancouver
Dear Victor:
My suggestion is to get with engineering management and develop
an SLA/SLO on when your support team can expect this information
to be updated. This will allow you to give customers information
with some degree of certainty on when they can expect an answer.
It will then need to be reported on and the engineering managers
will initially need to manage to this report until the engineers
make this part of their work habits.
—Michele Duffy mduffy@emptoris.com
Operations Consultant
Emptoris, Inc.
(o) 781-852-2859
www.emptoris.com
[Any other advice on this question? Please send an email to
membership director Jane Farber at jfarber@asponline.com, and
we'll post your feedback.]
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