• Skip to primary navigation
  • Skip to main content
Market Hill | a northdoor group company |

Market Hill | a northdoor group company |

Working on big, expensive, complicated technology problems.

  • Home
  • Market Hill in the news
    • The Library
      • Guide to Tech Value Creation
      • AWS re:Invent 2020 simplified
      • AWS Cheat Sheet
  • What you can expect
  • | Tech Product Value Creation™, by Market Hill |
  • About Market Hill
    • Our relationship with Northdoor
  • How to get in touch
  • Show Search
Hide Search

Incidents, overspending and firefighting, product value creation, a short story.

Thomas Ballard · July 1, 2022 ·

Last time, you learned the typical ways portcos are currently trying to tackle product value creation in 2022 and why Private Equity involvement is a must!

Following this, readers asked excellent questions about the results product value creation delivers.

Let’s not forget, that most tech programmes waste time and don’t deliver value.

Here is a short, true story that you might recognise from working with your portco tech leaders.

PortCo A found its growth strategy under threat with platform outrages and customer complaints.

They had recently developed a new Multi-tenant SaaS platform and were deep into alpha testing. But, something wasn’t right; customer incidents, complaints and outages snowballed, their product team was continually firefighting.

At peak, they had received 100+ platform incidents a week, with churn reaching 20% in only three months!

Their teams’ solution; keep responding to incidents and release code changes faster

The fix forward approach.

A big challenge for Portco A was convincing the teams to invest their time out of the day-to-day long enough to address these challenges head-on.

(If you haven’t read ‘The Phoenix Project, you’ll probably enjoy it; it’s all about this. )

They needed a plan focused on understanding, organising and resolving these incidents

The best PE firms run QVCMs, in this case, it showed that the current method for classifying incidents didn’t provide the level of detail their teams needed.

We guided them in designing a simple method for extracting, analysing and categorising this incident data based on the TVC framework. And helped them to implement the finding and facilitate triaging of the incidents found, this data was presented to product teams twice daily.

As a result, their teams found five common areas where the incidents originated and were able to fix the root cause.

In 3 months, incidents were reduced by 300% and 17 cost-overspending areas were identified, creating around $20m of additional value.

A simple process, a small mentality change, a big upside.

Most firms are seeing at least a $0.5 – $1M tech value creation windfall per portco per product theme in 90 days or less.

Does that sound like it’s worth taking action on?

Keep leading; it matters.

–

Thomas

  • Twitter
  • LinkedIn

You can sign up for more ‘unconsidered needs’ below.

Unconsidered Needs Private Equity, product review meetings

Market Hill | a northdoor group company |

· Market Hil © 2023 | a northdoor group company ·

  • Privacy Policy
We use cookies on our website. By clicking “Accept”, you consent to the use cookies.
Cookie settingsACCEPT
Privacy & Cookies Policy

Cookie Policy

Cookies

  1. A cookie consists of information sent by a web server to a web browser and stored by the browser. The information is then sent back to the server each time the browser requests a page from the server. This enables the webserver to identify and track the web browser.

  2. We may use “session” cookies, “persistent” and “Google advertising” cookies on the website. We will use the session cookies to: keep track of you whilst you navigate the website. We will use the persistent cookies to: enable our website to recognise you when you visit. We will use Google advertising cookies to collect data about your traffic and identifiers, also to link activity across devices and measure conversion events but it is done in a way that does not personally identify you.

  3. We use Google Analytics to analyse the use of this website. Google Analytics generates statistical and other information about website use by means of cookies, which are stored on users’ computers. The information generated relating to our website is used to create reports about the use of the website. Google will store this information. Google’s privacy policy is available at: http://www.google.com/privacypolicy.html.


Disabling cookies

You can typically remove or reject cookies via your browser settings. In order to do this, follow the instructions provided by your browser (usually located within the “settings,” “help” “tools” or “edit” facility). Many browsers are set to accept cookies until you change your settings.
Further information about cookies, including how to see what cookies have been set on your computer or mobile device and how to manage and delete them, visit www.allaboutcookies.org and www.youronlinechoices.com.uk.

Conversion / Tracking pixels

We pay for advertising from marketing partners on other sites, for example, Facebook/LinkedIn. These third parties sometimes require that we put a tiny image (“pixel”) from their site on any landing pages that users might arrive at. These pixels can create cookies for the third party so we can work with them to understand how successful their marketing campaign was. We also need to understand where a user came from, so that, if the user goes on to sign up on our Website, we can pay the correct marketing partner for their service. This website uses retargeting services from the social network LinkedIn. LinkedIn collects certain information via cookies to determine which web pages are visited. This data is then used to associate your browser with demographic categories, and serve LinkedIn ads based on your past visits to this website. Please note that any information collected by LinkedIn via cookies is not linked to any customer’s personal information collected by us.
Necessary
Always Enabled
Necessary cookies are absolutely essential for the website to function properly. This category only includes cookies that ensures basic functionalities and security features of the website. These cookies do not store any personal information.
Non-necessary
Any cookies that may not be particularly necessary for the website to function and is used specifically to collect user personal data via analytics, ads, other embedded contents are termed as non-necessary cookies. It is mandatory to procure user consent prior to running these cookies on your website.
SAVE & ACCEPT