An experience on how Scrum helped the customer collaboration in a Fixed Price project

1

AGILE FIXED PRICE

@giulioroggero @marcocalzolari

August, 10 - 2014

a phone call…

“Can you send me an offer all-fixed for the

20th of August?”

Here is the 17 pages Request for Offer…

Gulp :-O

Critical Points• Understand the client requests from

the RfO• Estimate time and cost properly

without the team support• Reduce the risk to fail• The Client is not an easy one, it’s a

public company

7 Clients Types

• Commander: "I control everything"• Urgent: "... then you're done? I need it now!”• Not involved: ”it’s not my business"• Collaborative: ”cool, we work together!"• Undecided: "what do you suggest me? What if we

... "• Delegator: ”they told me that may be we are late"• Gold plater: ”can you add also that? "

Clients have

Needs and Problems

Earn, save,protect

Meet the customers needs

Innovate, create, invent

How to satisfy them?

Use Superpowers!

A superpower is an uncommon ability that helps the hero to solve problems that seem impossible for common people

7 Superpowers

1. Telepathy2. Zen Patience3. Super Resistance4. Teleportation5. Super focus6. Faster than light7. Time Machine

I’m joking :-)... but

Ultimate super power is…

“Customer collaboration over contract negotiation”

3rd value of agile manifesto

What does it means?

Share the risk

www.agilereloaded.it

We row all in the same direction

The (real) 7 superpowers we used

in this Fixed Price Project

… and not only

1 – Identify the real goals of your Client2 – Align Client goals with the Customer (end user) goals

How we can collaborate?low Alignement between Client and Customer Goals high

low

Con

stra

ints

hig

h

We are a great team but doesn’t deliver

High collaborationContinuous fighting and scope change

Why we are doing this project?

External Suppliers

Expo2015

App Key Features Identification

App Development Move in Lombardia

Go to Expo2015

Adv

Web Site

Totem Commuters

Tourist Expo2015

Datacenter

Trenord

Customer Care

App Expo 2015

App DevelopmentApp PromotionCustomer care

App Maintenance

Ticket salesImprove Trenord Brand

Improve Trenord Sentiment

Business Model Canvas – App Expo 2015Customer Relationship

Partners Value Proposition

Customers

Channels

Revenue StreamCost Drives

Key Activities

Key Resources

Estimate the complexity

• Share how the cost structure of the project has been estimated

• Use more estimation techniques• Keep things simple as possible

Three-point estimation (PERT)

Probability

Estimated Cost

B

ML

W

Average

Planning Poker

3 - Share the vision

Personas and Customer Journeys

• Write down customer questions and then try to answer• Identify proto-persona to help the Client impersonating

the Customer• Touch the product, a pretotype

Examples of questions for a Trenord Customer

“When the next train to Varese will start from Cadorna?”

“Is my train in late?”

“All train lines are ok?”

Personas, un metodo efficace

@marcocalzolari

Proto personas

Customer journeys

Story board workshop

4 - Start to touch something as soon as as possible

• From paper to product increment• Keep the quality high (if doesn’t work we don’t show

it at the demo)• Feedback loop, every two weeks a demo• Continuous delivery in beta• Continuous product backlog refinement

In the offer

Sprints and Releases

Continuous Delivery

5 - Separate the formal contract part from Scrum

Contract highlights

1. Scope, Cost and Time2. Constraints and Assumptions3. Responsablity and guarantee4. Acceptance Criteria5. Change request management6. Go-live support and maintenance7. Intellectual property, know-how and source

code

6 – Face problems and say “no” if you are not adding value to the customer

The more early arise the problem the best is!

7 – Be reliable

Keep your promisesDon’t create false expecations

7 - … communicate …

EmailTelphone

Face to face

7 - … and celebrate the success

… 6 months after

What we learned

Client

Reach business targets

Supplier

Earn money

“Understand why the Client needs your help is

the first step for a collaboration.”

Your superpowers?

Thanks to

@giulioroggero @marcocalzolari