FEEDBACK

In the previous installment, we talked about Process Analysis as a catalyst or agent of change. Now I’m going to share with you how we can use feedback to achieve sustainability in the implementation of agility within an organization.

But first… What is a catalyst?

I find it important to quickly revisit what a catalyst is. After reviewing various definitions, the one that caught my attention the most is: a catalyst is a substance that can produce or accelerate a fundamental change in a system without being consumed in the process.

What stands out to me in this definition is the fact that an external element, when interacting with the system, not only brings about change but a fundamental change that remains within the system. This helps make the change permanent, allowing the customer to take ownership of their own change and integrate it into the system. Quite an achievement for agile coaches.

Feedback

The second catalyst I focus on is feedback. First, I guide the team to identify both internal and external customers and to find ways to interact with them. Through this exercise, my goal is to help them see how they are perceived from the outside, the image they reflect, and the value they bring with their product.

The importance of feedback as an agent of change lies in providing the team with purpose, enhancing their sense of pride in the value they deliver. It’s important to channel feedback in three directions:

  • Towards the organization
  • Towards the customer
  • Towards their colleagues

Focusing feedback towards the organization allows the team to understand if the value they’re delivering is aligned with the company’s objectives, ensuring effective interactions with other teams in the process.

When engaging in a conversation with the customer, we ensure that the outcome of the work will bring value and that this value will be utilized, achieving growth for the organization and thus for the team members.

Finally, by focusing on their teammates, they improve collaboration within the system, leading to enhanced quality and value in their work.

Similar to the approach taken with process analysis, the team will identify metrics that enable them to understand how their interactions with these three roles are improving, such as:

  • Customer satisfaction
  • Net Promoter Score
  • Team satisfaction
  • Focus groups
  • Number of bug reports
  • Number of clicks
  • Application or feature usage time

To be continued…

In the next, and final installment, we’ll talk about the third catalyst: Continuous Improvement.

See you…

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