Milestone One Quality Issue with Comcast
Comcast is the largest broadcasting and cable television company in the world by
revenue. It is also the second largest pay TV company after AT&T. Largest home internet
service provider in the US, and nation’s third largest home telephone service provider.
Comcast company was founded with the purchase of 1200-subscriber cable system in Tupelo,
MS (Comcast business). After the first public stock offering from 1972, it has start to grow
very fast and provide more product and service till today. Between these years, they have
invested from Microsoft, or partnership with Samsung Electronics Co, Ltd to bring the
Xfinity Stream into more products. With such a great history and success, this is what we
think of Comcast when it comes to its quality “Remember Comcast’s customer rep from hell,
who insisted that a subscriber answer a barrage of questions before being allowed to cancel
the service? Or the customer who was fired when he complained about a series of billing
snafus, and Comcast contacted his boss? Or the technician who fell asleep on a customer’s
couch? (Deadline, 2015)”.
Comcast’s biggest problem is their customers support. It is well known that the
customer support they provide is very bad, including service providing, and customer care.
Comcast is lacking focusing on customers, unlike FedEx who care about their customers.
Comcast’s support team do not aware of the people who is doing online chat help or phone
call help are lacking of actual experience and understanding of what service they provide.
They would only follow a simple standard operating procedure, but nothing will be solved
other than a remote restart from their end. Same issue will happen again, Comcast do not
follow up or keep track on the ‘how it did happen’ and ‘why it is happening’. The customers
service team would not pass down the issues that users faced to product department so they
could improve their product. The worst part is communication between customers and employees. Previous mentioned, they will only follow the instructions, but they know nothing
more. Furthermore, it is like a loop while have communication with them.
Comcast is lacking of major competitors, even there are some other internet provider,
but it’s no doubt that people will choose the most convenient one and hope they do not need
to call customer service. What Comcast should have improved is clear out the barrier between
departments, epically customer service team and quality control team, so they could have a
better feedback and improve their service. Also, a proper training for employees.
Comcast is the largest broadcasting and cable television company in the world by
revenue. It is also the second largest pay TV company after AT&T. Largest home internet
service provider in the US, and nation’s third largest home telephone service provider.
Comcast company was founded with the purchase of 1200-subscriber cable system in Tupelo,
MS (Comcast business). After the first public stock offering from 1972, it has start to grow
very fast and provide more product and service till today. Between these years, they have
invested from Microsoft, or partnership with Samsung Electronics Co, Ltd to bring the
Xfinity Stream into more products. With such a great history and success, this is what we
think of Comcast when it comes to its quality “Remember Comcast’s customer rep from hell,
who insisted that a subscriber answer a barrage of questions before being allowed to cancel
the service? Or the customer who was fired when he complained about a series of billing
snafus, and Comcast contacted his boss? Or the technician who fell asleep on a customer’s
couch? (Deadline, 2015)”.
Comcast’s biggest problem is their customers support. It is well known that the
customer support they provide is very bad, including service providing, and customer care.
Comcast is lacking focusing on customers, unlike FedEx who care about their customers.
Comcast’s support team do not aware of the people who is doing online chat help or phone
call help are lacking of actual experience and understanding of what service they provide.
They would only follow a simple standard operating procedure, but nothing will be solved
other than a remote restart from their end. Same issue will happen again, Comcast do not
follow up or keep track on the ‘how it did happen’ and ‘why it is happening’. The customers
service team would not pass down the issues that users faced to product department so they
could improve their product. The worst part is communication between customers and employees. Previous mentioned, they will only follow the instructions, but they know nothing
more. Furthermore, it is like a loop while have communication with them.
Comcast is lacking of major competitors, even there are some other internet provider,
but it’s no doubt that people will choose the most convenient one and hope they do not need
to call customer service. What Comcast should have improved is clear out the barrier between
departments, epically customer service team and quality control team, so they could have a
better feedback and improve their service. Also, a proper training for employees.
OL-324 Milestone Two Outline Company Background and History
o Google was started in Stanford University in 1995
o Founded by Sergey Brin and Larry Page
o In 1996-7, They created “Backrub”, which is the precursor to the
Google search engine.
o In 1998, Google is incorporated. 1 million was raised.
o In 1999, 25 million was funded from Sequoia Capital and Kleiner
Perkins Caufield and Byers, with only 8 employers in Google.
o In 2000, Google has become the largest search engine on the web. Description of the Quality Issue
o Growing number of Pixel owners are experiencing a wide range of
issues (bgr. 2016, Dec, 25) Quality Culture
o Google is an engineer’s playground
o significant discretion in their work, and there is little need to
tie engineering work to business outcomes o Goals are very ambitious 10x) and failure is expected (D, S.
2016) Voice of the Customer o Google product forums, where users can go to the forums and provide
feedbacks Change Management Plan
o Google has been turned into a subsidiary of a bigger company called
Alphabet. Larry Page is CEO of Alphabet. Sergey Brin, Google’s other
co-founder, is the president of Alphabet.
o Investing at the scale of the opportunities and resources we see.
o Improving the transparency and oversight of what we’re doing. (J, Y.
2015. Business Insider) Quality Theories
o Testing and development go hand in hand. Code a little and test what
you built. Then code some more and test some more. Better yet, plan
the tests while you code or even before. Quality Tools and Techniques
o testers do not do testing as is generally known, they only “make sure
they [developers] have the automation infrastructure and enabling
processes” to do testing.
o The SWE or Software Engineer is the traditional developer role. SWEs
write functional code that ships to users.
o The SET or Software Engineer in Test is also a developer role except
their focus is on testability. o The TE or Test Engineer is the exact reverse of the SET. It is
a role that puts testing first and development second. ( A, A.
Mar 11, 2015) Implementing Change
o Mobile-Friendly Algorithm Update
o Quality Score improvements on key words and bids.
o Dynamic Search Ads Give Google Greater Control of The Advertisers
Considered Resistance to Change
o Google’s new ownership structure seeks to invite more shareholders to
the table without giving them any kind of voting rights in the company. Expected Outcomes
o This structure allows Page and co-founder Sergey Brin to keep
investors happy and continue to have their toys like Google Glass and
robot cars.
o Other products and technologies will able to grow on their own Resources o Pixel Community. 2016. https://productforums.google.com/forum/#!
topic/phone-by-google/XDl52F-Np6o o D, S. 2016. Quora. https://www.quora.com/How-does-Googles-culturecompare-to-Amazon-and-Microsof o Google Product Forums. https://productforums.google.com/forum/#!
home o J, Y. 2015. Business Insider. http://www.businessinsider.com/google-newoperating-structure-2015-8 o A, A. Mar 11, 2015. Ensuring product quality at Google.
https://www.infoq.com/news/2011/03/Ensuring-Product-Quality-Google o T, C. Aug 21, 2008. Quality Score improvements.
https://adwords.googleblog.com/2008/08/quality-score-improvements.html o A, T. June 25, 2015. Google’s Future Relies on Quality Control.
http://searchengineland.com/future-google-relies-quality-control-223565 o T, W. Apr 13, 2012. Google Being Evil: That Stock Split Explained.
https://www.forbes.com/sites/timworstall/2012/04/13/google-being-evilthat-stock-split-explained/#2ea128c624fc o D, R. & S, T. Aug 11, 2015. Inside Alphabet: why Google rebranded
itself and what happens next.
https://www.theguardian.com/technology/2015/aug/11/alphabetgoogle-rebranding-what-happens-next o A, H. Aug 11, 2015. Why Google is restructuring, why the name
Alphabet and how it affects you.
https://www.theguardian.com/technology/2015/aug/11/googlealphabet-why-change-restructuring-what-it-means
o Google was started in Stanford University in 1995
o Founded by Sergey Brin and Larry Page
o In 1996-7, They created “Backrub”, which is the precursor to the
Google search engine.
o In 1998, Google is incorporated. 1 million was raised.
o In 1999, 25 million was funded from Sequoia Capital and Kleiner
Perkins Caufield and Byers, with only 8 employers in Google.
o In 2000, Google has become the largest search engine on the web. Description of the Quality Issue
o Growing number of Pixel owners are experiencing a wide range of
issues (bgr. 2016, Dec, 25) Quality Culture
o Google is an engineer’s playground
o significant discretion in their work, and there is little need to
tie engineering work to business outcomes o Goals are very ambitious 10x) and failure is expected (D, S.
2016) Voice of the Customer o Google product forums, where users can go to the forums and provide
feedbacks Change Management Plan
o Google has been turned into a subsidiary of a bigger company called
Alphabet. Larry Page is CEO of Alphabet. Sergey Brin, Google’s other
co-founder, is the president of Alphabet.
o Investing at the scale of the opportunities and resources we see.
o Improving the transparency and oversight of what we’re doing. (J, Y.
2015. Business Insider) Quality Theories
o Testing and development go hand in hand. Code a little and test what
you built. Then code some more and test some more. Better yet, plan
the tests while you code or even before. Quality Tools and Techniques
o testers do not do testing as is generally known, they only “make sure
they [developers] have the automation infrastructure and enabling
processes” to do testing.
o The SWE or Software Engineer is the traditional developer role. SWEs
write functional code that ships to users.
o The SET or Software Engineer in Test is also a developer role except
their focus is on testability. o The TE or Test Engineer is the exact reverse of the SET. It is
a role that puts testing first and development second. ( A, A.
Mar 11, 2015) Implementing Change
o Mobile-Friendly Algorithm Update
o Quality Score improvements on key words and bids.
o Dynamic Search Ads Give Google Greater Control of The Advertisers
Considered Resistance to Change
o Google’s new ownership structure seeks to invite more shareholders to
the table without giving them any kind of voting rights in the company. Expected Outcomes
o This structure allows Page and co-founder Sergey Brin to keep
investors happy and continue to have their toys like Google Glass and
robot cars.
o Other products and technologies will able to grow on their own Resources o Pixel Community. 2016. https://productforums.google.com/forum/#!
topic/phone-by-google/XDl52F-Np6o o D, S. 2016. Quora. https://www.quora.com/How-does-Googles-culturecompare-to-Amazon-and-Microsof o Google Product Forums. https://productforums.google.com/forum/#!
home o J, Y. 2015. Business Insider. http://www.businessinsider.com/google-newoperating-structure-2015-8 o A, A. Mar 11, 2015. Ensuring product quality at Google.
https://www.infoq.com/news/2011/03/Ensuring-Product-Quality-Google o T, C. Aug 21, 2008. Quality Score improvements.
https://adwords.googleblog.com/2008/08/quality-score-improvements.html o A, T. June 25, 2015. Google’s Future Relies on Quality Control.
http://searchengineland.com/future-google-relies-quality-control-223565 o T, W. Apr 13, 2012. Google Being Evil: That Stock Split Explained.
https://www.forbes.com/sites/timworstall/2012/04/13/google-being-evilthat-stock-split-explained/#2ea128c624fc o D, R. & S, T. Aug 11, 2015. Inside Alphabet: why Google rebranded
itself and what happens next.
https://www.theguardian.com/technology/2015/aug/11/alphabetgoogle-rebranding-what-happens-next o A, H. Aug 11, 2015. Why Google is restructuring, why the name
Alphabet and how it affects you.
https://www.theguardian.com/technology/2015/aug/11/googlealphabet-why-change-restructuring-what-it-means
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