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Mihail Shamin Course

website·Indexed 31 days ago

https://course.mihailshamin.ru/

Educational resources and guidelines covering Product Ownership (PO), customer support management, and technical writing. Topics include Scrum events, HADI cycles, AARRR prioritization, RFM analysis, SLA monitoring, technical audits, and team efficiency metrics.

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What's inside Mihail Shamin Course

  1. Apply the 12 Principles of the Agile Manifesto

    The Agile Manifesto is guided by twelve fundamental principles to ensure project success and customer satisfaction:

    1. Customer Satisfaction: Highest priority is to satisfy the customer through early and continuous delivery of valuable software.
    2. Welcome Change: Changing requirements are welcomed, even late in development, to provide the customer with competitive advantage.
    3. Frequent Delivery: Deliver working software frequently, from every couple of weeks to every couple of months.
    4. Business and Developer Collaboration: Business people and developers must work together daily throughout the project.
    5. Motivated Individuals: Build projects around motivated individuals; give them the environment and support they need, and trust them to get the job done.
    6. Face-to-Face Communication: Direct conversation is the most efficient and effective method of conveying information.
    7. Working Software as Progress: The primary measure of progress is working software.
    8. Sustainable Development: Maintain a constant, sustainable pace indefinitely for sponsors, developers, and users.
    9. Technical Excellence: Continuous attention to technical excellence and good design enhances agility.
    10. Simplicity: Simplicity—the art of maximizing the amount of work not done—is essential.
    11. Self-Organizing Teams: The best architectures, requirements, and designs emerge from self-organizing teams.
    12. Regular Reflection: The team regularly reflects on how to become more effective, then tunes and adjusts its behavior accordingly.

  2. Commonly used customer support and ticketing systems

    The following platforms are commonly used for managing customer support, help centers, and feedback: Zendesk, Freshdesk, and Omnidesk. Zendesk specifically provides capabilities for help centers, feedback collection, social media monitoring, and an app store for extending standard functionality.

  3. Understand the basics of Incident Management

    Incident Management is the process of responding to unplanned events that cause a disruption or degradation in service quality and require immediate action. A well-established incident management process allows a business to respond quickly to emerging problems, thereby reducing reputational and financial losses.

  4. Understand the core objectives of a Design System

    The primary goal of a design system is to accelerate production processes and improve the 'time to market' metric. Secondary benefits include the centralization of knowledge and ensuring consistency across products. It is critical that the design system team's processes are correctly configured, as inefficient workflows will negatively impact the product teams relying on the system.

  5. Understand the strategic role of customer support

    Customer support serves as more than just a help desk; it is a critical business function that provides the following values:

    • Marketing and Reputation Management: Directly influences how the company is perceived by the public.
    • Risk Mitigation: Protects the organization from financial, legal, and reputational risks.
    • Product Development: Acts as a primary source of data for planning product evolution and feature roadmaps.
    • Product Monitoring: Provides a real-time feedback loop to identify and monitor product issues.
    • Customer Retention: Directly impacts the ability to retain clients and partners.

  6. Understand Yandex support ticket distribution and prioritization

    Yandex utilizes an automated ticket distribution system based on a 'stream processing' model where an algorithm assigns tickets to employees rather than employees selecting them manually. Tickets are automatically categorized by topic using filters, and are assigned tags, weight, and complexity levels.

    Key logic includes:

    • Prioritization: Heavier tickets (higher weight) receive higher processing priority.
    • Incentives: Operators earn more points based on ticket weight (e.g., complex tickets earn 3%, light tickets earn 1%).
    • Skill-based Routing: Complexity levels prevent complex tickets from being assigned to novice operators.
    • Escalation: If an operator cannot resolve a ticket, it is transferred to the next line of support.

  7. Understand the purpose of task estimation in software development

    Task estimation is used to manage team performance and project predictability. While some engineering cultures avoid estimation due to high margins of error and the overhead required to stabilize those errors, estimation provides three primary benefits:

    1. Determining Team Velocity: By measuring the speed of the team, leadership can extrapolate this rate across the backlog to understand total volume and decide if the team needs to be expanded.
    2. Predicting Deadlines: Accurate forecasting of task completion dates increases accountability and reliability when communicating with stakeholders/customers.
    3. Measuring Individual Efficiency: Estimation allows for the measurement of individual team member performance, enabling targeted improvements through upskilling lagging members or providing incentives to high performers to build a high-performing team.

  8. Understand Avito's Discovery and Delivery team structure

    Avito organizes teams into two distinct types to separate product exploration from technical implementation:

    1. Discovery Teams: Focused on researching, analyzing, and validating hypotheses. Members include Product Managers, Designers, Analysts, Researchers, and Tech Leads.
    2. Delivery Teams: Focused on the technical build and release of features. Members include Tech Leads, Backend developers, Frontend developers, Android developers, iOS developers, and Testers.

  9. Evaluate Technical Writing processes and quality metrics

    When auditing or setting up a technical writing function, consider the following key areas:

    Scope of Work:

    • User documentation
    • External API documentation
    • Internal system descriptions (onboarding to complex architecture)
    • Marketing copy (landing pages, posts, educational courses)

    Workflow and Operations:

    • Release synchronization: Is documentation updated before releases?
    • Task management: Tracking tools, movement regulations, prioritization, estimation, linking to development tasks, and review processes.
    • SEO optimization and markup language usage.

    Quality Metrics:

    • Traffic: DAU, MAU, and bounce rates.
    • User Satisfaction: Adherence to editorial policies/industry standards (binary metric).
    • Searchability: Indexing success, ease of finding answers via search engines, and search engine ranking positions.
    • Direct user surveys.

  10. Implement RFM analysis for customer segmentation

    RFM analysis is used to segment customers based on their purchasing behavior to identify high-value users. The primary criteria for segmentation include:

    • Recency: When the customer last made a purchase.
    • Frequency: How often the customer makes purchases.
    • Monetary: Total sum of purchases and average order value (AOV).
    • Basket Size: Number of items per transaction.

  11. Define the role and responsibilities of a Technical Writer

    A Technical Writer is a team member responsible for preparing user-facing documentation. This includes content for help centers, chatbots, and call center knowledge bases.

  12. Categorize design tasks by scope

    Design tasks generally fall into three categories, each requiring a different approach:

    1. Quick Fixes: Simple corrections that require no new conceptualization.
    2. Small Tasks: Specific features within a larger project (e.g., adding a 'like' button or QR code upload). These are treated as individual user stories.
    3. Large Projects: Complex initiatives consisting of hundreds or thousands of small tasks. These require a structured process of decomposition and goal alignment.