Comments on: Service Management For Product Managers http://www.b2bproductmakers.com/2010/03/service-management-for-product-managers/ Turning Ideas into Products Sun, 04 Jul 2010 16:38:15 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: Mack McCoy http://www.b2bproductmakers.com/2010/03/service-management-for-product-managers/comment-page-1/#comment-280 Mack McCoy Tue, 16 Mar 2010 23:37:52 +0000 http://www.b2bproductmakers.com/?p=605#comment-280 Nice post! I've been a product professional in telecom for a long time. I've been trained in Six Sigma (DMAIC & DMADV) methodologies, so I disagree with KK. An audit (C is for Control in DMAIC) process is critically important. It's easy to lose sight of operational performance without appropriate KPIs (Key Performance Indicators). To be fair, KK is implicitly using churn as a KPI for laziness. While, churn should be reported, I wouldn't wait for climbing churn to discover one or more issues in my services. :) DMAIC on Wikipedia: http://en.wikipedia.org/wiki/Six_Sigma#DMAIC DMAIC vs DMADV: http://www.isixsigma.com/index.php?option=com_k2&view=item&id=1252:&Itemid=111 Nice post! I’ve been a product professional in telecom for a long time. I’ve been trained in Six Sigma (DMAIC & DMADV) methodologies, so I disagree with KK. An audit (C is for Control in DMAIC) process is critically important. It’s easy to lose sight of operational performance without appropriate KPIs (Key Performance Indicators).

To be fair, KK is implicitly using churn as a KPI for laziness. While, churn should be reported, I wouldn’t wait for climbing churn to discover one or more issues in my services. :)

DMAIC on Wikipedia: http://en.wikipedia.org/wiki/Six_Sigma#DMAIC

DMAIC vs DMADV: http://www.isixsigma.com/index.php?option=com_k2&view=item&id=1252:&Itemid=111

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]]> By: KK http://www.b2bproductmakers.com/2010/03/service-management-for-product-managers/comment-page-1/#comment-277 KK Mon, 08 Mar 2010 02:56:38 +0000 http://www.b2bproductmakers.com/?p=605#comment-277 Great post but a few comments: Sometimes service providers expertise isn't the only part of a decision making process. Service providers need to understand the vision of the end result. A trust must be built and expectations must be met and exceeded. Also, I have never heard of a service provider becoming too lazy. I am pretty sure you won't need an audit process to ascertain whether or not this trait has taken over a service. I am glad to see this discussion occurring and many great points are made here. Keep it up! Great post but a few comments: Sometimes service providers expertise isn’t the only part of a decision making process. Service providers need to understand the vision of the end result. A trust must be built and expectations must be met and exceeded.
Also, I have never heard of a service provider becoming too lazy. I am pretty sure you won’t need an audit process to ascertain whether or not this trait has taken over a service.
I am glad to see this discussion occurring and many great points are made here. Keep it up!

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