Thrilled to be able to bring you a special message from our Vice President, Wendy Toh:
As we wrap up 2011, I wanted to take a few minutes to reflect on the year's accomplishments. Over the past 12 months, IBM Rational has delivered a lot of new capabilities and offerings to our clients. The Rational Client Support team has spent the year helping our clients upgrade and deploy many products ranging from AppScan to Clearcase to our CLM products to Rhapsody. We also held 8 very successful Voice of the Client events worldwide to engage directly with our forward-thinking clients in getting feedback on our strategy and development plans.
Even as we strive to deliver high-quality offerings and superior client support, my team and I have been spending a lot of time thinking about the notion of quality as perceived by our clients. Overall we see declining problems (PMRs) and defects (APARs) being reported against Rational products. However, we also know that our customers are struggling with deployment of complex multi-product integrations, upgrade/migration issues, and in some cases, lack of sufficient quality documentation. As such, we need to find new ways to capture, measure, and improve how clients perceive the quality of our products. The current quality measurements around PMRs and APARs are necessary, but not sufficient, to identify the areas of improvements we have to target. I have been spending time talking to many customers to get your perspective on this issue and we are now implementing Perceived Quality measurements that helps us better understand the client experience, in aggregate, with our products. It also helps us pinpoint quality gaps so we can put in place actions to address. I plan to share more information on this initiative at our VoiCE of the Client event at Innovate 2012 in Orlando, Florida, so I hope you'll join me there.
I want to end by thanking our Rational clients for your business. It's been my pleasure meeting and getting to know many of you in 2011. It is my and my team's passion to partner with you to successfully deploy our products to deliver business value for you. I look forward to our continued collaboration in 2012. I wish you a healthy and happy holiday season!
Vice President, Rational Client Support