Symantec Leverages Siebel to Manage Defect Tracking
- Create a uniform method to manage software defects across a global organization
- Tightly couple the product development process with customer service
- Align development processes and technologies under a common process and tool set
- Use the Siebel CRM product suite to integrate existing customer service applications
- Created the ability to manage product defects during the product development cycle
- Enabled quicker responses to problems
- Generated higher customer satisfaction, internal business satisfaction and higher customer loyalty
Symantec is the global leader in information security, providing a broad range of software, appliances and services designed to help individuals, small and mid-sized businesses, and large enterprises secure and manage their IT infrastructure. Symantec's Norton brand of products is the worldwide leader in consumer security and problem-solving solutions. Headquartered in Cupertino, Calif., Symantec has operations in more than 35 countries.
Creating Uniform Processes
Symantec’s software products have many components that are developed at many different sites. The company used several independent systems and processes to track defects in pre-release and released products. None were integrated, creating data-sharing problems for cross-team product development. Symantec’s vision included the creation of a uniform method to track and manage all defects found in released and pre-release software across their global organization.
Symantec’s product development group was tasked to support the product development cycle within the breadth of applications Symantec markets. The development process needed to be tightly coupled with customer service/help desks in order to understand the needs of Symantec’s clientele and integrate that feedback into the enhancement and development of products.
Performing an Application Fit Analysis
CSC’s charter in the engagement was to align Symantec’s product development business processes and technologies under a common process and common tool set. Symantec has implemented Siebel in many areas across the globe, so CSC performed an Application Fit Analysis to understand if Siebel could be leveraged to manage defect tracking. CSC then developed and deployed the Siebel Call Center Defect Tracking pilot to 200 users across eight sites.
CSC completed the following discovery activities:
- Design of an enterprise-level product defect tracking process and development of a prototype supporting system using the Siebel Quality Module
- Completion of a Siebel Fit Analysis to identify and mitigate application gaps
- Final design, configuration and testing of the Siebel application.
Based on the positive outcome of the discovery phase, the CSC team was engaged to complete design, development/configuration and pilot deployment of the new process/tool. This effort included:
- Detailed planning for six pilot and six rollout releases
- User training, desktop software installation, data conversion and launch of the application through the pilot release
CSC developed business processes and completed the development and implementation of the CRM solution that was deployed enterprise-wide to more than 600 users.
Adding Agility to the Organization
As a result of having better control of product development defects, Symantec can now more rapidly bring to market products that were developed jointly by multiple, geographically separate teams. A common approach to defect tracking for both pre- and post-release products enables Symantec to utilize the best mix of engineers to address critical customer issues with its software.
The approach to knowledge transfer, including training and documentation, involved:
- CSC turnover of the CRM solution responsibilities from the implementation project team to the Symantec organization responsible for day-to-day operations
- Validation that knowledge transfer had been achieved
- A variety of training options, through Siebel and from CSC experts, to ensure new users become productive quickly.
Through process improvement, Siebel’s agent user interface has matured to a high degree of usability. Consequently, the duration of training is significantly shortened because system use is highly intuitive. CSC believes that a joint execution of every task in the plan achieves the best knowledge transfer to business owners.