In Bizom, our engineering team has always set lofty goals and targets for themselves and mostly they have achieved those targets. All this is possible because of the passion that they have for their work. Over the years, the team has shown us that passion and commitment to the work can take you to places.
One such lofty target was to make the bug count zero. This might sound crazy but our engineering team is ambitious enough to set a goal like this and they are determined enough to achieve it as well. The initial idea behind this target was that the team should not be working on the bugs. It is not good for our customers as well as the team.
Getting the bug count to zero might sound pretty impressive but in reality, it is easier said than done. Also, it is not a target that can be achieved overnight. So, first, our engineering team decided that we should start reducing our bug count and eventually bring it down to zero. The team realized that with exceptional speed and the right process alignment, we will be able to achieve our target.
When we talk about increasing the speed, the very first question was about where we needed to increase the speed. As the first step, the team started categorizing the bugs under various categories so that the appropriate prioritization can be done which will help in mapping the efforts that go into solving the bugs. The team also worked on priority setting internally. This helped the engineering team to channel their efforts and ultimately resulted in increase in the speed of the complete process. The team also realized that in order to focus on the high-priority new bugs, the solving of old bugs must not take a back seat. The team aligned themselves with the support team to prioritize the bugs in such a way that the team can maintain a balance between the new bugs raised and the old backlogs.
As the famous framework, OODA states: Observe, Orient, Decide and Act; the team observed the changes that needed to be done while executing the plan for achieving the target of zero bugs and they simultaneously oriented themselves on the go. This was followed by quick decision-making and action. This framework ensured that the speed of the process keeps on increasing without even compromising the quality.
The process evolved over 2-3 quarters and after multiple iterations and we were able to successfully bring down the bugs count to zero. This happened on a new year and was a perfect example of smart work, perseverance, and consistency. What seemed like just a lofty goal in the beginning, eventually ended up being an achievement for the team.
A sneak peak on how our HR team came up with an idea of tracking and increasing employee satisfaction.
Prarabdh, VP – Global Customer Success, explains the amalgamation of Customer Obsession and Algorithmic Jugaad.
Archita, articulating the definition of Algorithmic Jugaad – from the point of view of our amazing CCD (Centralized Customer Delight) team.
