Global IT Software Company

Organization & Culture Change

Challenges

One of the largest software product manufacturers in the world was having significant performance issues, and was failing to satisfy its internal customers or its own staff. Issues included late delivery of software (up to several months), low quality software delivery (numerous bugs), lost revenue and disruption of sales schedules due to the late delivery, dissatisfied internal customer groups due to lack of communication, unclear roles and commitments, and continuing negative surprises.

Altus Solution

Worked with the organization to enable them to:

  • Make commitments that were able to be fulfilled and avoid overcommitting
  • Manage their commitments to produce customer satisfaction in the fulfillment of the commitments and during the performance to fulfill
  • Stay in communication with customers throughout the project to maintain trust, satisfaction, and open future opportunities with the customers
  • Coordinate the making and fulfillment of commitments with the entire team that is responsible for fulfillment, so there is ownership and teamwork
  • Make the progress and problems of work and projects visible so that they can be better managed, and customer expectations be taken care of
  • Establish clear accountabilities and communication practices at the individual, as well as team, level

Results

In an initial four-month checkpoint of the project, at the next product release, enough of the new practices and culture has been established that the following occurred:

  • On-time delivery (to the day) of software
  • Increased software quality. The delivered software had no bugs detected in the quality assurance acceptance suite
  • Retention of key staff stabilized by reducing the working week to an average fifty hours instead of the previous eighty, and eliminated weekends
  • The representatives of the product groups were declaring satisfaction with how they were being communicated with, and how the work was coordinated
  • There was no longer a need to borrow time from a subsequent release support in order to meet their delivery commitment, and were not automatically behind on the subsequent release