The importance of continuously incorporating customer feedback in the software development process is well established and firmly grounded in concepts such as agile and DevOps. In large-scale organizations such as Dell Technologies however, an array of challenges remain unsolved relating to this crucial aspect of software development. Despite a wide variety of tools and techniques available for collecting and analyzing customer feedback, in large-scale organizations implementing agile and continuous software development practices, harmful disconnects, discrepancies and processes exist. Such challenges negatively impact on an organizations ability to regularly deploy incremental improvements to their software products which meet customer needs. In this Professional Doctorate research program, wherein the researcher is a practitioner within Dell Technologies, we explore the challenges of continuously integrating customer feedback in a large scale global organization with over 100,000 employees and hundreds of software products. Leveraging an Action Research approach, we will propose a model to enhance the continuous incorporation of customer feedback and validation, providing organizations with the ability to frequently deliver incremental software improvements which satisfy the needs of its customers, measurable by metrics such as customer satisfaction, product adoption, bugs/defect escapes, production incidents and deployment frequency.

翻译：在软件开发过程中持续融入客户反馈的重要性已得到广泛认可，并深植于敏捷开发和DevOps等理念之中。然而，在戴尔科技这样的大型组织中，与软件开发这一关键环节相关的诸多挑战仍未得到解决。尽管现有多种用于收集和分析客户反馈的工具与技术，但在实施敏捷和持续软件开发实践的大型组织中，仍存在有害的脱节、差异和流程问题。这些挑战对组织定期部署满足客户需求的软件增量改进能力产生了负面影响。在本专业博士学位研究项目中，研究者作为戴尔科技的实践者，探讨了在拥有超过10万名员工和数百个软件产品的全球性大型组织中持续整合客户反馈所面临的挑战。通过采用行动研究方法，我们将提出一个增强客户反馈与验证持续融合的模型，使组织能够频繁交付满足客户需求的软件增量改进，其效果可通过客户满意度、产品采用率、缺陷逃逸率、生产事故率和部署频率等指标进行量化衡量。