SPaMCAST 73 - Bovis, Psychology of Change, Customer Satisfaction

Welcome to the Software Process and Measurement Cast 73!In the SPaMCAST 73 I interviewed David Bovis. David and I discussed the psychology of change. Have you ever wondered why some people are better at making change happen? I believe it boils down to two related factors. The first is salesman ship and the second is an understanding of psychology. Both topic are highly related. Since we are all change agents this is an incredibly important interview.As an independent service provider David has functioned as a Design consultant and project manager for tooling & components sourced from China and as a Lean development Consultant. David is now delivery Director for PCC.Interested in addressing the sustainability issues surrounding organizational change, since 2001 David has studied Theology, Philosophy and Psychology, recognizing organizations succeed for the same reasons families do – the psychological quality of relationship between people. David's specialist area is now the 'psychology of organizational change and culture development' in support of Lean (TPS) and systems thinking principles. Inverting the standard approach to Lean development, proven to be largely unsustainable over the last 35years, David regularly challenges the strategic setting of measures, to address the detrimental impact assumptions, from standard accounting practice, have on behaviors. Contact Data:Website: http://www.pcchange.org.ukEmail: dbovis.pcc@gmail.comFacebook: http://www.facebook.com/david.bovisTwitter: dr_bovisYou can also find David on Linked In and MySpace to name a few places (he truely is everywhere).The essay in SPaMCAST 73 is a discussion on whether customer satisfaction is deterministic. Can customer satisfaction be reduced to a formula that may or may not match the perception of the clients? I would also like to promote another podcast that I produce. While a little off the IT track, Tales by Tom which are readings of my father's novels, novellas and short story collections is an engaging ang thought provoking podcast. Visit Tales by Tom at www.talesbytom.com.Conferences and Speaking Engagements in 2010 (To Date)Are Your Project Stakeholders Satisfied February 11, 2010 11:00 am - 12:30 pm Eastern Time Measuring customer satisfaction is more than just asking if your clients got what they wanted. Customer satisfaction is a messy mix of expectations, experiences, and perceptions - with maybe a hint of functionality. In this webinar, Tom Cagley will outline one method for measuring this mixture and for identifying what really matters in customer satisfaction.Learning Objectives: • How to define customer satisfaction • Strategies for identifying what really matters • A practical framework for measuring customer satisfaction • Not all attributes of customer satisfaction matter to the same level for all stakeholders Register at http://solutions.compaid.com/forms/WebinarA20100211?ProcessType=PreRegQuest Conference in Dallas April 21 - 23. I will be talking on "Process Improvement in a Multi-Model World". The conference includes two days of workshops. The website to get more information is http://www.qaiquest.org/dallas/index.htmlNext Software Process and Measurement Cast:The next Software Process and Measurement Cast will feature an interview with Bonnie Brown. We discussed the upcoming release of an updated IFPUG Function Point Standards (Counting Practice Manual 4.3). If you are interested in function points, Bonnie has a lot of information for you!