Quality Experience Telemetry (eBook, ePUB)

How to Effectively Use Telemetry for Improved Customer Success

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This is an important and timely book. Students of organizational behavior for the last 15 years have been asking how to integrate the technology of data gathering and data analysis with critical organizational challenges. This book shows how to do that, using the field of customer service to illustrate the broader point. This volume allows lay readers to understand telemetry and helps them enhance their data-gathering activities to strengthen customer relations. Author of The Agenda Mover: When Your Good Idea Is Not Enough and Transforming the Clunky Organization: Pragmatic Skills for Breaking Inertia (Cornell University Press) Telemetry is an automated way of collecting data at remote sites or locations, and transmitting it to collectors at receiving site for monitoring, analyzing, and driving improvement actions. This book provides the necessary knowledge and information to understand the telemetry infrastructure and associated details. It will enable readers to implement a telemetry program to address customer experience pain and improve customer experience. The authors of this book have all served in different roles and capacities in one of Silicon Valley's premier technology companies. These roles include software engineering, customer assurance, quality management, technology development, and implementation. Their paths intersected in the area of quality management, and they have witnessed first-hand how the latest technology/market transitions around Internet of Things (IoT), digitization, and telemetry are impacting the company they work, as well as the high-tech industry and global economy as a whole. The real-time nature of data and the advent of machine-learning algorithms have set the stage for a new era that the authors call adaptive customer experience. The premise of this concept is that real-time availability of customer experience data opens the door for real-time responses based on machine-learning algorithms. This creates an unprecedented opportunity to change the relationship between customers and the systems they depend on in their digital world. The proliferation of sensors and improvements in data science capabilities are creating an environment where the possibilities for telemetry are limitless. The book provides several examples of use cases and applications that help bring telemetry to life.

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Alka Jarvis has 30 years of experience in software engineering, including 19 years spent in implementing quality management principles. Her background encompasses telemetry, cloud, IoT, customer experience, product and process quality, industry standards, corporate knowledge management, and training. Cisco's first and only Distinguished Quality Engineer and a Fellow of American Society for Quality (ASQ), Alka has worked in a variety of capacities for Fortune 500 companies such as Apple, Bank of America, and AT&T, and she is a 22-year veteran of Cisco. A frequently invited speaker on quality assurance topics at international as well as domestic events, she has been an adjunct lecturer at Santa Clara University in computer engineering for the past 23 years. Her subject matter expertise is reflected in the eight books she has authored on the topics of customer experience and expectations, software engineering, quality management standards, and telemetry. Alka is also an instructor for the software engineering courses at the University of California Santa Cruz and Berkeley extensions and won Silicon Valley's "Corporate Woman Advocate of the Year" award for her accomplishments in the software quality field. ASQ recognized Alka by publishing her achievements in their "Who Is Who in Quality" article. In her role as the chair for nine years, representing the United States to the Technical Committee 176 for the International Organization for Standardization(ISO), she has been instrumental in the development of the 2000, 2004, 2008 versions of ISO 9001 and 9004 quality management standards. Alka was a member of the drafting committee and contributed in the writing of the latest ISO 9001:2015 version and is an ISO lead auditor, certified by Exemplar Global of United States for the past 23 years. Named as an expert on Industry 4.0/Smart Manufacturing, she represented the American National Standards Institute (ANSI) and the United States in the strategic advisory group to the ISO's Technical Management Board at an international level. Alka serves as the chair for the U.S. Standards Group Council; was a member of ASQ's Learning Institute Advisory Board; served as president ofthe Bay Area Quality Assurance Association (BAQAA); has been an Applied Total Quality Advisory Board member for University of California Berkeley Extension; an advisory board member to the Certificate Program in Continuous Improvement & Quality Management at the University of California Santa Cruz Extension; board member of the Quality Assurance Institute; an advisory member for ASQ's 2015 and 2016 International Conference on Quality Standards; and Vice President of Indian Business and Professional Women. In her spare time, Alka enjoys mentoring and coaching students and young professionals to achieve their full potential in their aspirations. Having passion for food and fine wine, she spends endless hours on weekends discovering elegant restaurants in San Francisco and nearby Napa Valley with friends.