What are the most effective product metrics for identifying and addressing reliability issues?

The socialisation around reliability and availability though understood by IT support staff needs to be clearly articulated when planning for product launches and understood by the product manager. A well-oiled machine runs off and is sustainable if such processes are in place and also such metrics are constantly assessed and evaluated via a visual dashboard on how are we improving over time for current products and applied to new products awaiting to be released into the market. These non-negotiables affect the experience of a product with a brand and can make or break the experience with products. The key to focusing on this is to avoid noise in the system amplified by customer frustrations in getting the Job to be done for the product.

In my experience as a product manager, I need to do a level of depth across product & and sanity testing. I needed to have the QA, and automation tester give this before it was ready for me to proceed with my testing as I could not catch all of this in a limited time frame to Go to market. As a product manager, I need to ask these questions to the dev team before they sign off on their unit testing and QA before they sign off on QA testing. Ultimately it goes back to accountability in the team. It is no longer about output but outcomes if I release a product that does not meet the criteria to release it to customers, I have not achieved the objective of my function, which would positively influence the business KPIs' and OKRs.

Absolutely, these should be standard when communicating in steerco deck's appendix which I can easily talk to these metrics to build confidence with senior stakeholders if asked. When issues go back to the business via customers it can result in a frenzy crisis and if you want to prevent the blame game, we would want to know how have these been assessed to go back to a point in time for the root cause, you want to go back with fewer steps to save time in problem-solving to resume business as quickly as possible and reassume top stakeholders that you have this under control. This will restore confidence in the adoption of the product takeup by customers and your North Star metric. Look at all of these as interconnected or interconnected.

In my experience, we integrated this in the PI planning session to bring new members of the team on board with how we go about leveling up our standard of product management/development in this environment. It has to be a way of being. When designing for products are we keeping these in mind and aligning themes with our designers, SEO, data analytics, developers, and testers? When we look at the customer journey with respect to churn, struggle scores, and dropped-offs, these would also feed into decision-making and improvement. This plays a part in our hypothesis testing, these outcomes may have resulted from these scenarios, what might we want to pursue to investigate the biggest impact on resolving the biggest customer points.

From my experience, as we need to ensure reliability across many devices and for both web and mobile with mobile-first optimization strategies being at the forefront, the product manager would need a holistic view for web and mobile and the hardware managed and accountable for by the technical lead/scrum master. It is very crucial this information is fed back to the product manager and not a protection of territory by tech leads and needs to be viewed as these all collectively result in product success in the market for trials of products and conversion as this builds more trust in the product which is part of the product manager's accountabilities. Product managers need to be supported with the right timely information.

Another thing to consider would repair and replacement costs, this applies to a board range of sectors ranging from telecom to oil and gas. The amount of time it takes to repair or maintenance costs serve as a good indicator of reliability. The lower the maintenance costs the higher the reliability and vice versa.