Re: Delphi 8 common quality

From: Ryan VanIderstine (ryan-nospam_at_run-time-systems.com)
Date: 03/23/04 

Date: Tue, 23 Mar 2004 08:32:26 -0400

"Derek Davidson" <derek.davidson@REMOVEenterpriseblue.co.uk> wrote in
message news:4060090d$1@newsgroups.borland.com...
>
> Come on - you cannot seriously believe that is providing the customer
> with options?
>
Derek, what is the problem? Problems can be reported via e-mail, newsgroups,
and a custom ticketing system. Pointing out that following the most
recognized channels for issue reporting via QC is a good thing.

If I have a client reporting issues as side comments or not directly related
to my particular business area I feel it is right for me to suggest they
give the support people a call. Depending on the situation you may indicate
you will additionally follow up... but I am always sure to tell them to
call/interact with support as a client's voice will generally carry more
weight than an internally raised item in many cases. Calling or telling me
is not an alternative to following well defined processes that are set up to
best manage /both/ the client and provider responsibilities.

Having clearly identified lines of communications for issue resolution means
you are far less likely to end up with lost information or the "well I
e-mailed that to joe@company three months ago" to which you respond "but Joe
left two months ago" or "oh, that issue was closed as there was no client to
provide the additional details requested". The processes are more
significant than the tools supporting those efforts and issue management
with the client requires very clean lines of communications. There is
probably nothing worse than a client feeling they have provided the
necessary information and spoken to the right people (which may have been
anyone) simply to find out that they supplied the information to entirely
the wrong people. In this case QC is the right place for issues, another
other "free" methods may not have the desired effect.

There is nothing wrong with having and using QC. The newsgroups have some
Borland people and a pile of TeamB to help out but it certainly cannot be
the only place to forward issues. We are still free to submit bugs in any
manner we wish but you always need to be aware that doing it in a manner
that best addresses the needs of both the client and the provider makes
solving the bug the issues rather than how the bug gets recorded.

I would rather have a system I can plug the bug into then rely on either
Borland or TeamB to pick up on the bug and carry it along. So long as the
bug has been registered in the system we can sit back and pester them as to
why that particular issue hasn't been addressed yet.

Borland having an open issue database is quite a step forward from the days
when it was only after the fact that you knew of the issues only after a
service pack. QC is just a tool in the end and it is how effectively both
Borland and we, as the users, can use it that really matters.

Relevant Pages

  • Re: Delphi 8 common quality
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  • Re: Delphi 8 common quality
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