CMMI Institute

Capability Counts 2019

30 April & 1 May, 2019

Reston, VA

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Effective Defect Containment Leading to Improved SLA Compliance and Customer Satisfaction 

April 30

2:05 PM - 2:40 PM

In one of our large customer engagements, project teams were experiencing some challenges in meeting a few of the operational SLAs such as First Time Right. Upon analysis, it became clear that many defects were leaking from the DEV to SIT and UAT. To bring consistency in delivery quality, the team has initiated a series of improvement projects. Besides corrective actions, detailed RCA was performed using techniques such as Fishbone analysis. Preventive and improvement actions were identified and tracked to closure. In this presentation, we will share the approach adopted by our team to improve and sustain delivery quality. This initiative has helped the team to achieve full operational SLA compliance and customer satisfaction.