Customer Care mit Scrum & Kanban

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Customer Care mit Scrum & Kanban.

Timm Peters, etracker
Director Customer Care
Mitglied der Geschäftsleitung

@BarCamp Hamburg 2011

November 2011 © 2011 etracker GmbH 1

I‘m here to tell you a story!

November 2011 © 2011 etracker GmbH 2

eBay &
das Gefangenendilemma.

November 2011 © 2011 etracker GmbH 3

Neues
St. Galler Management-Modell.

November 2011 © 2011 etracker GmbH 4

„In the electric world,
change is the only stable factor.“

November 2011 © 2011 etracker GmbH 5

Open Marketing & Agile Sales.

November 2011 © 2011 etracker GmbH 6

Prozesse, Methoden & Tools.

November 2011 © 2011 etracker GmbH 7

Enterprise Marketing Management.

November 2011 © 2011 etracker GmbH 8

No Silver Bullet!

November 2011 © 2011 etracker GmbH 9

Best of Breed.

November 2011 © 2011 etracker GmbH 10

Wasserfall, Scrum & Kanban.

November 2011 © 2011 etracker GmbH 11

Einblick:

November 2011 © 2011 etracker GmbH 12

Scrum of Scrum of Scrum.

November 2011 © 2011 etracker GmbH 13

Business Development, Product
Management, Marketing & Sales,
IT, Support & Consulting.

November 2011 © 2011 etracker GmbH 14

Company Owner & Project Owner.

September 2011 © 2011 etracker GmbH 15

Task-Kanban-Board.

November 2011 © 2011 etracker GmbH 16

Employee Idea System.

November 2011 © 2011 etracker GmbH 17

Lessons Learned:

September 2011 © 2011 etracker GmbH 18

It‘s Change Management.

November 2011 © 2011 etracker GmbH 19

Sales: „I don‘t like Scrum!“

November 2011 © 2011 etracker GmbH 20

It‘s Lean Management.

November 2011 © 2011 etracker GmbH 21

Performance & Quality.

November 2011 © 2011 etracker GmbH 22

Vielen Dank!

Wir sehen uns bei Facebook, XING, Twitter, …

November 2011 © 2011 etracker GmbH 23

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Customer Care mit Scrum & Kanban

1. Customer Care mit Scrum & Kanban. Timm Peters, etracker Director Customer Care Mitglied der Geschäftsleitung @BarCamp Hamburg 2011 November 2011 © 2011 etracker GmbH 1

2. I‘m here to tell you a story! November 2011 © 2011 etracker GmbH 2

3. eBay & das Gefangenendilemma. November 2011 © 2011 etracker GmbH 3

4. Neues St. Galler Management-Modell. November 2011 © 2011 etracker GmbH 4

5. „In the electric world, change is the only stable factor.“ November 2011 © 2011 etracker GmbH 5

6. Open Marketing & Agile Sales. November 2011 © 2011 etracker GmbH 6

7. Prozesse, Methoden & Tools. November 2011 © 2011 etracker GmbH 7

8. Enterprise Marketing Management. November 2011 © 2011 etracker GmbH 8

9. No Silver Bullet! November 2011 © 2011 etracker GmbH 9

10. Best of Breed. November 2011 © 2011 etracker GmbH 10

11. Wasserfall, Scrum & Kanban. November 2011 © 2011 etracker GmbH 11

12. Einblick: November 2011 © 2011 etracker GmbH 12

13. Scrum of Scrum of Scrum. November 2011 © 2011 etracker GmbH 13

14. Business Development, Product Management, Marketing & Sales, IT, Support & Consulting. November 2011 © 2011 etracker GmbH 14

15. Company Owner & Project Owner. September 2011 © 2011 etracker GmbH 15

16. Task-Kanban-Board. November 2011 © 2011 etracker GmbH 16

17. Employee Idea System. November 2011 © 2011 etracker GmbH 17

18. Lessons Learned: September 2011 © 2011 etracker GmbH 18

19. It‘s Change Management. November 2011 © 2011 etracker GmbH 19

20. Sales: „I don‘t like Scrum!“ November 2011 © 2011 etracker GmbH 20

21. It‘s Lean Management. November 2011 © 2011 etracker GmbH 21

22. Performance & Quality. November 2011 © 2011 etracker GmbH 22

23. Vielen Dank! Wir sehen uns bei Facebook, XING, Twitter, … November 2011 © 2011 etracker GmbH 23