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IBM Cognos PowerPlay Debugging and the Fix/Fixing the bug

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Page 1: Team 2 crisis management (1)

IBM Cognos PowerPlay

Debugging and the Fix/Fixing the bug

Page 2: Team 2 crisis management (1)

The Team

Elma Pinto

Avinash Sankar Gandhirajan

Rohit Bhalerao

Yirong Zhu

Anirudh Khandelwal

Page 3: Team 2 crisis management (1)

Agenda

Current Situation

Impact

Immediate Strategy and Communication

Future Strategy

Final Recommendation

Page 4: Team 2 crisis management (1)

Overview of Situation

Report of bug

Immediate Investigation

Reaching out to Stakeholders

Plan for the future

Page 5: Team 2 crisis management (1)

Impact – Short Term & Long Term

Short Term Impact

Dissatisfied users

Product credibility at risk

“Product of the year” title at risk

Long Term Impact

Loss in market share

Brand Image at risk

Page 6: Team 2 crisis management (1)

Immediate Remedy to Moderate Effect

Market Research of the Pie Chart Vs. Bar Chart

http://www.simplexnumerica.com/Gallery/gallery_pie.html http://www.simplexnumerica.com/Gallery/gallery_bar2.html

http://www.simplexnumerica.com/Gallery/gallery_pie.html
http://www.simplexnumerica.com/Gallery/gallery_bar2.html
Page 7: Team 2 crisis management (1)

Valuing the Customer Interest

Communication Strategy Email with Temporary Update. Alternate Solution Increase in Customer Support Hotline. Webcasting

Page 8: Team 2 crisis management (1)

Media

Track and Monitor through programs Topsy Hootsuite

Brand Mentions

Analyze traffic

Multiple platforms at once

Page 9: Team 2 crisis management (1)

Users for Cognos PowerPlay

Classification

Media

Customer

Competitor

Stakeholder

Page 10: Team 2 crisis management (1)

Long-term Strategy

Technical

Debug by updating technology

Build up a back-up system

Non-technical

Communicate with users

Keep positive and be fully prepared for any challenge

Page 11: Team 2 crisis management (1)

Future Strategy

Increase tester to developer ratio

Alpha and Beta Testing

Improve our development Process

Crisis Management Team

Page 12: Team 2 crisis management (1)

Conclusion

According to TBR IBM’s No. 1 ranking in service and support

Identified problem area

Industry Experts

Will solve it within 2 months time Frame

Apologies to customers

No one is perfect.

Page 13: Team 2 crisis management (1)
Page 14: Team 2 crisis management (1)

Index

Overview

Probable Threats

Most Likely Threats

Suggested Actions

Approaching Customers

Social Media

Final Recommendation


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