Quality Methodology

"SiberLogic is serious about quality," says Bob Savelson, SiberLogic's VP of Sales & Marketing. "Every time we interact with a client, we have an opportunity to better understand and positively impact their business." "By quality, we mean the combined quality of our software, professional services, and custom solutions that together help our customers address their business needs," elaborates Alex Povzner, CEO.

SiberLogic's steps along the road to Total Quality Management have resulted in initiatives that are helping to turn quality into a key differentiator of the SiberSafe product family.

Building quality in, not adding it on

SiberLogic's Quality Manager shares these insights on how technology is helping his team:

"We have developed a suite of many hundreds of automated tests that check every significant aspect of the SiberSafe user interface and evaluate every significant use case of SiberSafe functionality. The results of these tests determine whether or not each version of the product performs as expected and can be approved for release, or whether it must go back to development for further attention and retesting.

New automated tests are developed along with every new feature built into the product, and all tests must be successfully run multiple times before any version of any SiberSafe product is approved for general release.

We also perform regular loading and scalability tests to ensure that our customers don't encounter any performance bottlenecks. Also, many of our larger clients appreciate a very reassuring feature of our software – embedded performance monitoring and diagnostics functionality. This means that SiberSafe can transmit automatic notifications with diagnostics information if the software response to a user action is slower than expected."

The human face of SiberSafe quality

Our Professional Services Director explains his team's part in the quality process:

"Professional Services team members are often the first visible link in the quality chain, so we work to a solid and robust implementation methodology, with clear responsibilities and deliverables. This way, we eliminate any risk of misinterpreting customer requirements, and we ensure that proposed use cases are both suitable and applicable. We involve each customer early on in the design process for their specific solution; we configure SiberSafe to perform a fully-documented set of custom use cases; we train the users on them; and we leave all of this documentation with the customer for ongoing reference."

The proactive quality partnership

The head of SiberLogic's support team elaborates:

"Our support service goes beyond reactive response to queries and issues raised by our customers. We stay in close touch with all of our users, proactively identifying their deadlines and commitments and any issues that may impact them.

Our fully automated web-enabled support workflow system is available to customers 24/7, and is the foundation of our support service. We then add a personal touch by proactively calling our clients to ensure our understanding of their issues – many of which can be resolved on the spot.

Of course our customers' priorities can dynamically change as their business needs evolve. With input from our clients we perform regular re-prioritization of any previously opened support issues This helps us to ensure that those issues that make the most difference are resolved first.

And we do actually measure the value of our quality. The introduction of regular customer satisfaction surveys means that we can dynamically change our processes in response to what we hear from our users so that we can better serve their needs."

The quality of product knowledge

Finally, a word from the SiberSafe product manager:

"Internally we use SiberSafe Definer, our own powerful product knowledge management system, to develop, accumulate, share, relate, trace, and navigate SiberSafe product knowledge through all the stages of its lifecycle, from Market Research, through Business and Functional Analysis, into Development and Testing, and onwards to Documentation, Training, Support, and even Marketing. SiberSafe Definer ensures that each group within SiberLogic has the information they need to produce accurate and consistent output, helping us manage our business and functional requirements, and synchronize the development of product documentation, training, and marketing materials."

Room for improvement

Of course, there's always room for improvement, and next on SiberLogic's list is a new approach to modularizing SiberSafe's customizations/configurations. Once implemented, this will enable us to streamline the management of product/customer-specific functionality, and transparently apply customizations to newer, generally released, versions of our products in a seamless upgrade path.

Independent verification

SiberLogic is now scheduling objective confirmation of SiberSafe's scalability, stability and performance. Independent industry consultants and experts are being invited to see SiberSafe in action: simultaneously supporting hundreds of users; performing thousands of transactions per hour; against a content repository containing millions of stored XML and non-XML content objects and their historical versions; and consistently supporting this load for hours.

The SiberSafe product family delivers the most feature-rich content management solutions available. Now, you can see how our ongoing quality initiatives are raising the bar to make quality yet another key SiberSafe differentiator.

What our customers say:

Barbara J. Reeder, President, SDI Government Solutions:

"The unprecedented flexibility of the SiberSafe solution and the responsiveness of SiberLogic’s team help us to successfully manage the conversion of technical manuals into any of the evolving standards of the Department of Defense Community.”

Cactus May, Manager, Technical Publications, Tokyo Electron:

"We use SiberSafe in a highly collaborative and complex global environment where it has proven to be both a reliable and flexible CMS. Streamlining the workflow from concept to deliverable with features such as conditional and multi-channel publishing has made us better at what we do. We've run SiberSafe through the paces, but SiberLogic have always been ready to turn whatever was hanging us up into the next great, new feature."

Philip Vallone, Manager, Technical Documentation, SDI Government Solutions

SDI has been using SiberSafe CMS/CSDB for over 5 years to manage and automate its technical documentation development, maintenance and conversion processes. SDI's business is project-driven and every project comes with its own set of standard compliance requirements. SiberSafe has helped SDI to successfully comply with multiple technical publication standards, including S1000D, MIL-STD-2361 and DITA for our commercial and US DoD clients' projects. SiberSafe has tremendously evolved over the years, helping us meet our diverse project requirements. SiberLogic’s technical support and consulting services have helped us meet the project deadlines in our documentation development and conversion projects.

Open Ratings, Dun & Bradstreet

Open Ratings (Dun & Bradstreet) has independently surveyed multiple SiberLogic's customer accounts and gave SiberLogic high marks for its past performance in a number of business related categories, based on the quality of its products and services. Download a copy of the Open Ratings evaluation report from our website


Product Information Line

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