Sunit Prakash will be doing a show ‘n tell on his recetnly published book titled Strategic Lean Service;the book is a case study of how a Nasdaq listed ERP vendor used Lean to improve their technical support and drive customer satisfaction.
If your organisation is using enterprise software from large global providers, then this session will provide an insight as how they are organised, how they operate and some of their drivers.
As Agilistas you are already familiar with the application of Lean Principles to software development; this session is about Lean Principles applied to product support and will be of particular interest to those who support the solutions you have developed; those running your support organisation, members of your service desk, service delivery managers, service management functions, those charged with quality, internal IT business account managers etc.
Sunit is hoping the session will be relatively informal with a lot of questions from the floor. Copies of the book will be available on the day.
Here is the url to Strategic Lean Service on Amazon: