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Building Reliable Environments

München, 26. - 30. Januar 2015


Net Promoter System for Agile Environments

Time:14:30 - 15:30
Session: Do 5.3

Customer collaboration is essential to every Agile team. To create and collaborate to keep a customer is the purpose of an organisation. But still lots of companies try to make bad profits, i.e. profits earned at the expense of customer relationships. The Net Promoter System (NPS) is a renowned open-source system which addresses and measures customer collaboration. And did you know that you not only can use it to get feedback on your products and services, but also on your employees and your personal performance?

Target Audience: leaders, (line) managers, executives, and everyone with customer contact.
Prerequisites: The audience should be at least a little experienced in Agile (e.g. Scrum, Kanban).
Level: Introductory

You will learn:
A solid understanding about…
…what is NPS,
…what are the elements of NPS,
…how NPS works with an Agile Company, and
…what to measure with NPS (and why).

Extended Abstract:
NPS is a perfect fit for Agile companies - and those who want to be. Most of the companies I worked with (Agile coaching, training, consulting) had not heard about it, and far less were actually using it. This really surprises me, since NPS integrates like a charm with Agile, e.g. within product development via Scrum.
In this session I’ll explain the basics of NPS, i.e. promoters and detractors, satisfied and delighted customers, bad profits (how to deal with bad feedback?) and good profits, and why and how to measure these. Several stories from companies like Apple Retail, Zappos, Southwest Airlines, and others will help to make my point. I’ll further show why NPS is a very good fit with Agile regarding products, employees, and personal performance. Dos and Don’ts regarding NPS (also from personal experience) will close this session. Related to the Don'ts, I also cover some of the negative critiques out there.