Sobre cómo un buen servicio puede ser determinante en la satisfacción del cliente

Llevo varios años hablando con personas pertenecientes a las dos corrientes. Voy a intentar dar mi opinión en este artículo, aún a riesgo de saber que mis opiniones quizás incomoden a unos o a otros, o a ambos colectivos.

The story of our lives…. Those of us who are a little older remember how we started managing projects in the 1990s following the methodologies created based on the guidelines and standards outlined by www.pmi.org or PRINCE2 from Axelos. This way of managing predictive projects (scope, cost, and timelines known from the beginning) with sequential phases in a waterfall model was losing followers with the onset of the 21st century as the concept of adaptive agile projects (where scope changes during different sprints) began to gain ground, especially in product/app or internet companies where time-to-market for basic versions was crucial to quickly enter the market (MVP) and evolve thereafter. There are different methodologies that help achieve these objectives, with the main ones being Scrum and DevOps. In the last two or three years, there has been a certain maturity in the trend of doing everything agile, and clients are starting to realise that, except for a few cases where clients are completely waterfall (all their projects and departments) or completely agile, most clients need to manage projects in a hybrid manner. That is, a single client may have both waterfall projects and agile projects. On the other hand, it is…

Debido a los tremendos cambios que suceden actualmente en la Sociedad de la Tecnología de la información y de los datos (Cloud, IoT, Big Data, e-commerce, blockchain, IA, …), se está produciendo una disrupción en la forma que algunas empresas están enfocando su relación con sus proveedores tecnológicos.