SPaMCAST 73 - Bovis, Psychology of Change, Customer Satisfaction
The Software Process and Measurement Cast provides a forum to explore the varied world of software process improvement and measurement. The SPaMCast covers topics that deal the challenges how work is done in information technology organizations as they grow and evolve. The show combines commentaries, interviews and your feedback to serve up ideas, options, opinions, advice and even occasionally facts.
Welcome to the Software Process and Measurement Cast 73!
In the SPaMCAST 73 I interviewed David Bovis. David and I
discussed the psychology of change. Have you ever wondered
why some people are better at making change happen? I believe
it boils down to two related factors. The first is salesman
ship and the second is an understanding of psychology. Both
topic are highly related. Since we are all change agents this
is an incredibly important interview.
As an independent service provider David has functioned as a Design
consultant and project manager for tooling & components sourced
from China and as a Lean development Consultant. David is now
delivery Director for PCC.
Interested in addressing the sustainability issues surrounding
organizational change, since 2001 David has studied Theology,
Philosophy and Psychology, recognizing organizations succeed for
the same reasons families do – the psychological quality of
relationship between people.
David’s specialist area is now the ‘psychology of organizational
change and culture development’ in support of Lean (TPS) and
systems thinking principles.
Inverting the standard approach to Lean development, proven to be
largely unsustainable over the last 35years, David regularly
challenges the strategic setting of measures, to address the
detrimental impact assumptions, from standard accounting practice,
have on behaviors.
You can also find David on Linked In and MySpace to name a few
places (he truely is everywhere).
The essay in SPaMCAST 73 is a discussion on whether customer
satisfaction is deterministic. Can customer satisfaction be
reduced to a formula that may or may not match the perception of
I would also like to promote another podcast that I
produce. While a little off the IT track, Tales by Tom
which are readings of my father's novels, novellas and short story
collections is an engaging ang thought provoking podcast.
Visit Tales by Tom at www.talesbytom.com.
Conferences and Speaking
Engagements in 2010 (To Date)
Are Your Project Stakeholders Satisfied
February 11, 2010
11:00 am - 12:30 pm Eastern Time
Measuring customer satisfaction is more than just asking if your
clients got what they wanted. Customer satisfaction is a messy mix
of expectations, experiences, and perceptions - with maybe a hint
of functionality. In this webinar, Tom Cagley will outline one
method for measuring this mixture and for identifying what really
matters in customer satisfaction.
• How to define customer satisfaction
• Strategies for identifying what really
• A practical framework for measuring customer
• Not all attributes of customer satisfaction
matter to the same level for all stakeholders
Quest Conference in Dallas April 21 - 23. I will be talking
on "Process Improvement in a Multi-Model World". The
conference includes two days of workshops. The website to get
more information is http://www.qaiquest.org/dallas/index.html
Next Software Process and
The next Software Process and Measurement Cast will feature an
interview with Bonnie Brown. We discussed the upcoming
release of an updated IFPUG Function Point Standards (Counting
Practice Manual 4.3). If you are interested in function
points, Bonnie has a lot of information for you!