Product Management Flashcards
Problem solving process
1) What is the expected behavior
2) What is the actual behavior
3) What is the root cause
4) Investigate best ROI solution to cause (SWOT)
5) Goals (specific, measurable, actionable, relevant, time bound)
6) Execute
7) Assess result on problem
Example of me problem solving
1) High priority customers not being redialed before many low priority customers in a campaign
2) High priority customers should be redialed before waiting for all low priority customers to be redialed.
3) Cause = No algorithm to prioritize and strategize redial schedules
4) Best ROI solution = customers can configure priority, redial schedule per priority, and manage start/stop times for all redial strategies
5) Goals to redial high priority customers with next release
6) Executed, validated goals met, and delivered
7) Higher priority customers were being contacted without waiting for low priority customers to be dialed first.
What are cc market stats:
Agents = 10M (40% in US) Phone customers = 60% Email next, then sms, chat, video ffor rest Live agent = 80% Communications, Telecom, Financial services = 48% of market Government, travel, hospitality, healthcare, retail = next 30% Inbound = 83% <=200 agents = 62% Millenials = 1980-1996, 80m GenZ = 1997-2012, 70m GenX = 1965-1980, 60m Boomers = <1965, 70m Hosted = 30% Outsourced = 30%
Real Live Current Problem to solve
- I must waste time on portions of youtube videos that are irrelevant, not to my specific goal, poorly organized, or poorly communicated
- I expect to be able to instantly assess if a video addresses my specific need, a time stamp, and level of communication skill
- Cause = no specific meta data, timestamps, or communication score
Leadership fundamentals
- Future picture of measurable purpose/objectives and time frame
- What needs to be done
- How does it need to be done
- Who needs to do it
- Due date
- Manage deliverables
Leadership traits
- The customer is the business
- Authenticity
- The company is a single team
- Ego is the enemy
- Listen
- Ask questions
- Problems meeting objectives are only challenges
- Challenge is natural and overcoming them is the only way we grow
- Do not procrastinate
- Getr done
- Always praise where praise is due
Leadership example
- 3rd email rule
- 1:1 meet or meeting with specific agenda
- Chill/objective
- Listen
- Ask questions
- Agree and move forward
Leadership failure example
- Not listening and ego
- Slava is quiet reserved, methodical, and English is his second language
- He was always telling me to “pay attention” with few supportive words
- His boss had to kindly tell me that I should slow down, listen, and ask questions as Slava was being constructive in his way
- Once I did, we created may very differentiated succesful solutions for our customers
Roadmapping fundamentals
1) Customer-centric input
2) Collate corporate stake-holder input
3) Prioritize and map themes, objectives, and functionals/products
4) Work with PdM team and dev to tune the map
5) Timeline
6) Validate all along
7) Drive use cases, functional stories, backlog, case studies and release deliverables
Why do I want to be a product manager
I love challenges and solving them, team play, commradry, and very hard work
Why do i want to be a product manager for them
1) High quality and security standards
2) Egoless teamwork culture
3) Ambitious long term customer-centric build out
How would I describe a product to someone who likes it, but cheaper
1) Understand the big bang features and benefits
2) Understand the customer’s or vertical’s specific problems
3) Describe the cost benefit to our product solving their problems with case studies
4) No negative reviews
5) Outstanding support
6) Continuous customer input
Create a value prop
1) List the benefits
2) Value add statement for each
3) ID the problems each solve
4) Include proof describing how our customers prefer us for solving their problems.
Resolution conflict
1) Validate (listen) and clarify (ask questions) problem offline with each party
2) Either propose how it is directly resolved
3) Or resolve it by agreeing that there is a problem and either query or state how we improve the process for the benefit of the customer, the company, the team, and them.
Questions to ask interviewer
1) Based on our conversation, is there anything leaving you with hesitancy with hiring me for this position?
2) What have been the keys to your success at this company?
3) How does this position support the success of this company?
3) Next steps?
SOA
Services oriented architecture via APIs
Microservices
Discrete single purpose services abstracted via APIs
RESTful APIs
An architectural style called REST (Representational State Transfer) advocates that web applications should use HTTP as it was originally envisioned. Lookups should use GET requests. PUT, POST, and DELETE requests
GitHub
collaborative problem, solution, and tracking app
web hooks
a message or update sent from one app to another vs polling which is always asking for changes
API hooks
react contextual design where updates are parsed only to applications and services that need them in a tree based architecture.
websockets
a computer communications protocol, providing full-duplex communication channels over a single TCP connection.
TCP
transimisiion control protocol - is an internet connection-oriented protocol, which means a connection is established and maintained until the application programs at each end have finished exchanging messages.
kubernetes
open source application for orchestrating the automation, deistribution, scaling and management of sw containers
