Konsensys DefectTrackerTM

Konsensys BugsMeTM Defect Tracker generates a prioritized list of reported problems, with automatic priority alerts.

THE PROBLEM

Konsensys DefectTrackerTM immediately calculates the priority of a reported problem and displays the priority relative to other reported problems. The customer can "drill down" to view the reasoning behind the relative priorities. The instant gratification of knowing the relative priority of a reported problem with clear, succinct explanations enhances customer satisfaction. Further, DefectTrackerTM will immediately notify support and engineering staff of critical problems.

A complex product may a have very large number of problems reported by customers, professional services, customer support, QA and engineers in a single day. A customer or account rep often rates a problem as being high priority to fix, whereas engineering may rate the problem a medium priority. Further, two different customers often rate the same problem with different priorities.

Again, this a problem of low inter-rater reliability. Low inter-rater reliability results in the following problems:

  1. Lack of consensus about priorities, which adversely impacts employee morale and cross-organizational cooperation (which happens when engineering and support staff being pulled into "emergencies", that are not percieved as real emergencies).
  2. Lack of reliable prioritization resulting in the company wasting resources to fix lower priority problems.
  3. Lower customer satisfaction because you're not always working on the customer's most important problems.
  4. Inability to automate problem triage, which results in the cost of staff time to review and triage.
  5. Inability to automate problem triage, which results in customers preferring to use the phone instead of a web interface when they have a serious problem needing prompt attention (using phone support raises your operational costs and reduces customer satisfaction when the customer waits in a phone queue).
The reasons for the low inter-rater reliability:
  1. Ratings of various factors used in the triage process are often subjective.
  2. Different experts examine different factors to traige a problem.
  3. Even when weighing the same factors, different experts use different methods to reach a decision.

THE SOLUTION

Konsensys DefectTrackerTM uses a patent pending process, which reduces subjectivity, increases thoroughness of the analysis, and calculates the relative priority of implementing product features. That is, every expert using Konsensys DefectTrackerTM:
  1. Tends to give similar ratings for the same factors, because the factors used can be objectively measured.
  2. Examine the same list of factors in all cases.
  3. Use the same formula to triage problems.
The result is much higher inter-rater reliability. As a consequence, Konsensys DefectTrackerTM solves problems no other problem reporting/tracking tool solves:
  1. Consensus on problem priorities, which improves employee morale and cross-organizational cooperation.
  2. Reliable prioritization resulting in the company focusing resources on the highest priority problems first, saving the company money and maximizing customer satisfaction.
  3. Automated problem triage resulting in the company saving the cost of staff time to review and triage.
  4. Automated problem triage resulting in customers preferring to use the web instead of waiting in a phone queue (lowering company costs and increasing customer satisfaction).
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