From the course: Project Management: Technical Projects
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Managing serviceability
From the course: Project Management: Technical Projects
Managing serviceability
- Author Jeffrey Gitomer says, "You don't earn loyalty in a day. You earn loyalty day by day." In a technical project context, I think of it this way. You can capture someone's attention with a great technical product. Still, if using it isn't easy or can't be repaired easily, your customer's attention, dollars, and loyalty will go elsewhere. Product serviceability is a quality aspect of project deliverables that isn't discussed frequently enough. Serviceability means that access to help, repairs, and the maintenance of the project's products is easy to obtain and efficiently executed. It's the key to customer loyalty. Here are tips to ensure your project's products are serviceable. First, diagnostic tools and troubleshooting guides are required deliverables. When something stops working, my first response is to determine if I can fix it or if I need specialist help. Making that clear is an integral part of serviceability. The more easy do-it-yourself repair elements included in the…
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