3 aspects of Quality! NPS; Quality != Testing; & Measuring service quality

We're going to be talking all things Quality at the first Web Meetup of 2020!

We'll have 3 presentations on different aspects of quality - and will keep the conversation going afterwards with casual chat and networking with the presenters and others interested in the topic.

Huge thanks to our sponsors Zendesk, StarRez, Affix, and Everest Engineering who will make sure there will be lots to eat and drink!

• Agenda *

18:00 - Doors open, food arrives
18:30 - Presentations
20:00 - Chit chat & networking with the experts
20:30 - Head to the Mitre Tavern

• The Presentations *

Testing and Quality: Correlation does not equal Causation.
Theresa Neate

How often have you heard "Our quality is poor, we need more testing (or testers)"?
When you hear this, know that this indicates a fundamental misunderstanding of what testing is or does.
Improving or increasing testing does not necessarily lead to improved quality.
While testing and quality can be correlated, let's talk about how they are distinct as disciplines and in causality.

Theresa Neate is a QA practice lead & developer advocate, who loves lean and agility and advocates for holistic system quality and systems thinking.
Her recent experience includes ThoughtWorks, Australia Post’s Digital Delivery Centre and since early 2016 she has been at digital media icon REA Group.
You can find out more about her here: https://theresaneate.com/

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Understanding Service Quality with the RATER framework
Craig Brown

In the 1980s and 1990s a lot of research was done into quality and how to know it. One of the lessons that we can draw from this work is that there are common patterns to how people assess quality. People may not be conscious of it, but they are generally assessing things along a series of categories.

In this presentation Craig will share a framework designed to measure service quality. We’re in the business of providing a service to our customers and software is a lot more intangible than physical things so thinking about software development in terms of both product and service is probably useful. The RATER model identifies five dimensions of quality and then defines quality in relationship between an expectation versus an experience on each of these dimensions.

Craig is a veteran of software product development that has experience leading and managing global software product development teams spanning four continents, 8 cities and hundreds of team members. Craig also founded LAST conference, which is a conference for cross functional software development teams. Now Craig heads the Everest Engineering team, a modern software product development consultancy that delivers innovation capability out of India to the Australian tech industry.

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Net Promoter Score®: Science or Pseudoscience?
Daniel Kinal

The Net Promoter Score is global phenomenon which we are told we ignore at our peril.

So, what is the truth about NPS? Does it deserve its place in the pantheon of business metrics? Is it a useful measure of product success? This talk will explore the origin of the NPS framework and what its original intended function actually was. We'll also investigate how it's being used now, where it may be useful and where it's being misused. We'll look at how we should go forward, to collect actionable, quantitative and qualitative measures that help us drive product development all while keeping our executive teams happy.

Daniel has been in product management for over 16 years, is now Head of Product at Matchbox Exchange, and has chiefly been working in IT with a focus on B2B products and services. He began his career in marketing, communications and consulting but soon learned that the aspect of marketing he loved most was working out what to build, for whom and why.