Archive for July, 2003

July 28, 2003

Categories:
XP Magazine

Customer Service: A Letter to BMW of North America

With the best of will and effort, sometimes things still go wrong. When that happens, the way we deal with the problem can make the difference between an unhappy customer and one who is actually happier than he was before the problem happened. This letter tells about such a time.

Recent Articles

Developer Quality! … and Certification?

Uncle Bob Martin comments on “Developer Certification WTF?” in a recent blog entry. Let’s talk a bit about developer quality, and some things that are being done about it.

Book Review: Shop Class as Soulcraft

Author Matthew B. Crawford is a physicist, has a Ph.D. in political philosophy, and is a motorcycle mechanic. What’s not to like? Recommended for practitioners, managers, executives.

What is really essential?

Jens Meydam asked “What do you really care about in Scrum?” I decided to answer, instead, “What do you think is really essential in Scrum-style software development?