TOT Rocks: Q2 Development – Durable Improvement Graduation Ceremony
TOT Rocks: Q2 Development – Durable Improvement Graduation Ceremony
Date: October 15, 2025
Rock: Q2 Development – Upgrading Support Efficiency on the Token of Trust App
Rock Lead: Mohamed
Durable Improvement: Tracking Manual Changes by Dev and the New Support Tools Page
🧩 A. Summary of the Process
1. Tracking Manual Changes by Development
To enhance visibility and efficiency, the Development team established a centralized spreadsheet/log to track all manual configuration changes.
- Process: Developers log any manual configuration changes in the sheet, updated daily during Scrum meetings.
- Outcome: Repeated manual tasks are identified and converted into self-serve GUI settings for Support — reducing recurring Dev workload and improving turnaround time for Support requests.
📎 Resources:
2. The New Support Tools Page
A major leap in empowering Support teams came through the Support Tools Page — a self-serve interface within the Token of Trust app that now includes:
- Extend Trial Timestamp
- Order Sync
- Excise Tax Settings
- E-commerce Settings
📎 Access: Support Tools Page
💡 B. The Value of the Improvement
Effort and Cost
The process requires about one minute per day, dedicated to logging any new manual configuration change.
As for the new GUI settings, these have actually reduced workload — empowering Support to act independently and freeing the Development team to focus on innovation instead of maintenance.
Why This Is an Improvement
This Durable Improvement directly supports faster issue resolution and greater operational efficiency across teams.
Key Results:
- More self-service features = more powerful Support team
- Faster problem-solving = happier customers
- Less Dev dependency = more time for innovation
🚀 Highlights
- Sean used the new Support Tools Page to toggle Product Sync on/off for Zuluvape and Alternativepod’s PMD.
- The Trial Extension feature proved essential for handling extended customer access.
- E-commerce Settings played a key role during Whiteglove sessions and Go-Live support events.
These real-world use cases demonstrate how the improvement immediately enhanced productivity and reduced dependency on developer intervention.
🔄 C. Making It Stick
To ensure consistency, the team has embedded this improvement into its daily Scrum routine.
Each day, developers are asked:
“Did anyone make manual config changes since yesterday?”
If yes, they record it in the Google Sheet and Trello before the end of the day — maintaining accountability and continuous improvement.
📘 Appendices
Config Changes by Development:
Support Tools Page:
🎯 DI Readiness Card
| Field | Details |
|---|---|
| DI Name & Originating Rock | Tracking Manual Changes by Dev and the New Support Tools Page (Q2 Development – Upgrading Support Efficiency on the Token of Trust App) |
| Bright Line (One Sentence) | When any developer performs a manual config change in any customer environment, they will log the change in the Manual Config Changes Google Sheet. |
| Acceptance Test (Verification) | Five manual changes were successfully logged by Charlie and Mohamed. |
| Evidence Links (Last 2 Weeks) | Manual Config Changes Log |
| Process Owner + Backup | Mohamed + Charlie + Darrin |
| Ritual Hook (Meeting/Agenda/Timebox) | Daily Scrum (≤2 min): “Did anyone make manual config changes since yesterday?” → If yes, add Sheet row + Trello note before end of day. |
| Status | ✅ Ready for Graduation |
🏆 Closing Thoughts
This Q2 Development Rock marks a significant leap in Support efficiency and cross-team collaboration.
Through simple but powerful process tracking and self-serve tools, the Development and Support teams have strengthened Token of Trust’s operational backbone — creating a smoother, faster, and more scalable experience for both teams and customers alike.