So, you have a crack team delivering sterling work, who are highly skilled and hard working. But this team are not as productive as is hoped, and they frequently face production/service issues which take a lot of time to resolve. What gives?
Quite possibly, the team is delivering the wrong stuff (which does not improve the customer experience), or fire fighting issues blind because they don’t have the right information at the right time. Without regular feedback, projects can go off course, the wrong features can be built, and sometimes the wrong issue can be “fixed”!