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How to get the Gilbs to save your business

How to get the Gilbs to save your business. Icon’s Journey. 1994 “distressed” product 4 mutinous customers No revenue & high cost 1999 UK product of choice in its space 1998 took 100% UK market share 1999 took ~90% UK market share 2011 UK market leader >100 loyal (and paying!) customers.

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How to get the Gilbs to save your business

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  1. How to get the Gilbs to save your business

  2. Icon’s Journey • 1994 “distressed” product • 4 mutinous customers • No revenue & high cost • 1999 UK product of choice in its space • 1998 took 100% UK market share • 1999 took ~90% UK market share • 2011 UK market leader • >100 loyal (and paying!) customers

  3. How did it happen? • Quantifying Qualities • Defect detection • Classic Gilb Inspection • Defect prevention • Continuous process improvement • Evolutionary Result Delivery

  4. Reliability Objective Gist: Extent of defect-free operation Scale: Defects/customer/year Past: 51.4 [Apr ’95] Goal: ‘95 ‘96 ‘97 ‘98 ‘99 ‘00 ‘01 24 18 12 6 5 4 3

  5. Optimum Checking Rate

  6. Best Practice Catalog

  7. Reliability Objective Gist: Extent of defect-free operation Scale: Defects/customer/year Past: 51.4 [Apr ’95] Goal: ‘95 ‘96 ‘97 ‘98 ‘99 ‘00 ‘01 24 18 12 6 5 4 3 Actual: 20.0 10.5 4.9 3.0 2.9 2.1 1.5

  8. The First 80 Months Apr‘95 Dec‘01 Defects/customer/year 51.4 1.5 34X Software rework costs 27 6 -78% Total costs 43 22 -49%

  9. Positively Outrageous Service! • The proposed Icon Software Guarantee: For each high severity error that is subsequently actioned we will credit <an amount> against future charges

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