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Internal Product Strategy Meeting
00:00
01:59
00:02
Christopher
Yeah, and the bug discussion above just kind of points out that, like, we have an underlying problem right now in our metrics measurement. So if we change the measurements to reflect that, then hopefully we're in good shape. If we don't and we flatline and address it so that we flatline open S1s and S2s, you will see a temporary jump in us above SLOS as we clear out that backlog over that period of time.
00:28
Eric
And I have point C, which is similar to infrastructure. We need to get more security work prioritized. We're hearing that from the team. But neither that problem nor that activity is sort of currently reflected in our security metrics. So we have some work to do long term to make sure the we see things like that in the metrics and the measurements that we're making. So Back to you, Sid. 10.
00:56
Sid
Yeah, the narrow MR Rate seems significantly below target and maybe I hope that it would bounce back from December. I think it bounced back, but not back on target. Any context there? What's going on?
01:14
Christopher
Yeah, so with family and friends days, we actually had some heavier vacation days in January than we historically have. One thing to note is that we are actually at a higher MR Rate. If you look at, if you go back the last 18 months, we're actually at a higher narrow MR Rate than we were back in each month this year. So if you compare October to October, November to November and January, I'm sorry, October, November, December and January, comparatively to last year, what you'll find is we're between a .5 and a 1.5 MR Rate above where we were in the month of previous year.
01:59
Daniel
That's great context. Thank you, Christopher.
Christopher
Eric
Sid
Daniel
The meeting focused on metric accuracy, measurement improvements, and contextualizing performance data with operational realities like vacation schedules and work prioritization challenges.
1. Bug Tracking & Metrics Measurement Issues
2. Security Work Prioritization & Metrics Gap
3. MR (Merge Request) Rate Performance Analysis
4. Operational Metrics Review
AI feature development accelerated to Q4
Mobile app redesign approved for early 2024
Additional engineering resources allocated
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Contact Center Call
00:00
01:46
00:01
Lauren
Thank you for calling Nissan. My name is Lauren. Can I have your name?
00:04
John Smith
Yeah, my name is John Smith.
00:07
Lauren
Thank you, John. How can I help you?
00:09
John Smith
I was just calling about to see how much it would cost to update the map in my car.
00:13
Lauren
I'd be happy to help you with that today. Did you receive a mailer from us?
00:17
John Smith
I did. Do you need the customer number?
00:19
Lauren
Yes, please.
00:20
John Smith
Okay, it's 15243.
00:23
Lauren
Thank you. And the year, make and model of your vehicle?
00:26
John Smith
Yeah, I have a 2009 Nissan Altima.
00:30
Lauren
Oh, nice car.
00:31
John Smith
Yeah, thank you. We really enjoy it.
00:34
Lauren
Okay, I think I found your profile here. Can I have you verify your address and phone number, please?
00:39
John Smith
Yes, it's 1255 North Research Way. That's in Orem, Utah, 84097. And my phone number is 801-431-1000.
00:51
Lauren
Thanks, John. I located your information. The newest version we have available for your vehicle is version 7.3, which was released in March of 2012. The price of the new map is $99 plus shipping and tax. Let me go ahead and set up this order for you.
01:08
John Smith
Well, can we wait just a second? I'm not really sure if I can afford it right now.
01:12
Lauren
All right, well, here are a few reasons to consider purchasing today. It looks as though you haven't updated your vehicle for three years. So that would be the equivalent of getting three years worth of updates for the price of one.
01:24
John Smith
Oh, okay.
01:25
Lauren
In addition, special offers like the current promotion don't come around too. I would definitely recommend taking advantage of the extra $50 off before it expires.
01:35
John Smith
Yeah, that does sound pretty good.
01:37
Lauren
If I set this order up for you now, it'll ship out today and for $50 less. Do you have your credit card handy and I can place this order for you now?
01:46
John Smith
Yeah, let's go ahead and use a Visa. My number is
Lauren
John Smith
We identified 11 positive sentences, and 3 negative ones.
The call successfully transitioned from an informational inquiry to a sales transaction, with Lauren using sales techniques (emphasizing value, creating urgency, and overcoming objections) to secure the purchase before John could reconsider.
Doctors Visit
00:00
01:23
00:00
Doctor
Hi, Mr. #####. How are you?
00:01
Patient
I'm good. Dr. #####, nice to see you.
00:03
Doctor
Nice to see you again. What brings you back?
00:06
Patient
Well, my back's been hurting again.
00:09
Doctor
I see. I've seen you a number of times for this, haven't I?
00:13
Patient
Yeah, well, ever since I got hurt on the job three years ago, it's something that just keeps coming back. It'll be fine for a while, and then I'll bend down or I'll move in a weird way, and then boom, it'll just go out again.
00:28
Doctor
Unfortunately, that can happen, and I do have quite a few patients who get reoccurring episodes of back pain. Have you been keeping up with the therapy that we had you on before?
00:41
Patient
Which? The pills?
00:44
Doctor
Actually, I was talking about the physical therapy that we had you doing. The pills are only meant for short term because they don't actually prevent the back pain from coming back.
00:57
Patient
Yeah, once my back started feeling better, I was happy not to go to the therapist anymore.
01:03
Doctor
Why was that?
01:05
Patient
Well, it started to become kind of a hassle, you know, with my work schedule and the cost was an issue. But I was able to get back to work, so. And I could use the money.
01:17
Doctor
Do you think the physical therapy was helping?
01:20
Patient
Yeah, well, it was slow going at first.
01:23
Doctor
I see. Physical therapy is a bit slower than medications, but the point is to build up the core muscles in your back and your abdomen. Physical therapy is also less invasive than medications, so that's why we had you doing the therapy. But you mentioned that cost was getting to be a real issue for you. Can you tell me more about that?
Primary diagnosis: Chronic mechanical low back pain without radiculopathy, with recurrent acute exacerbations
If coding: M54.50 Low back pain, unspecified, G89.29 Other chronic pain (to denote chronicity)
Chief complaint: Recurrent low back pain.
History of present illness: Male with chronic low back pain since a work-related injury ~3 years ago. Experiences intermittent flares triggered by bending or awkward movements; current flare prompted visit. Reports prior improvement with physical therapy but discontinued when insurance-limited sessions were used and travel/parking became costly and logistically difficult with work. Previously took medication, which helped but became too expensive. Prefers to avoid missing work and wants lower-cost options. Open to nonpharmacologic therapies (yoga, tai chi, meditation). No specific red-flag symptoms discussed in the encounter.
Medications: Stopped due to cost. No current prescription analgesics noted.
Allergies: Not discussed.
Relevant social/cost factors: Insurance limits on PT; increased travel/parking costs; desires cost-effective care; willing to compare insurance options during open enrollment.
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