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Scrum.org, © 2012 All Rights Reserved
W hitepapers
ING is a leading bank in the Netherlands offering banking, investments, life insurance and retirement
products and services. ING is one of the largest Dutch IT employers and is part of the global ING
Group, ranking no. 16 in the top 20 European Financial Institutions.
Amir Arooni is CIO of the Solution Delivery Center for Channels at ING NL. His department facilitates
and improves daily customer contact of millions of ING customers wth banking services via Internet,
telephony, email and branch offices.
For reasons of competitiveness the delivery of IT services of his department needed fundamental
improvements. A small project revealed that the existing, waterfall, working methods and
organization structures of the channels delivery center were no longer viable. Driven by a clear sense
or urgency ING turned on to the path of agility via Scrum.
Baseline Created
A small project of 1500 man-days was used to
baseline the performance of the department.
Elapsed time for this small project was 11
months. No less than 47 people and 25
departments were involved. Over 70
documents were produced. Delivery was
perceived as insecure given the unreliability of
end dates. The required expertise was
fragmented, as were infrastructures and
specializations. The total cost of delivery was
competitive highly disadvantageous.
Underneath the formal process a culture of
bureaucracy was revealed. Much
dissatisfaction over IT and its services was
spouted; “It is difficult to align IT”, “The IT
department is not responsive,” and “The IT
department is out of sync with our company’s
needs.”
A Sense of Urgency
A tangible sense of urgency was identified.
The siloes, the many hand-overs, and the
traditional way of merely managing projects
on budget and time tremendously slowed
down delivery. The strong governance only
created an artificial form of control. And
despite all controls, in the end the customers
still didn’t get what they wanted.
Amir Arooni defined the urgency to create
twice the value for the same Euro through
better IT services.
Amir sent an inquiry to a large part of his coworkers, asking for help in dealing with this
challenge. A vast majority pointed his team to
Scrum. Amir started exploring with Capgemini
and Gunther Verheyen the possibilities of
Scrum for ING and for his department
specifically.
Amir Arooni, Gunther Verheyen
ING
Capturing agility via Scrum at a large Dutch bank
December 2012
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Scrum.org, © 2012 All Rights Reserved
Adopting Scrum
A first objective was to gain speed with Scrum.
During the initial steps of Scrum adoption,
software delivery was still managed upon
budget and time but with flexible scope. The
acceptance that the output of the software
delivery processes couldn’t be exactly
predicted upfront was a major shift in the
organization. But the output, however
unpredictable, had to be improved and be
available faster. Scrum was the means.
The first Scrum pilot projects started in 2011.
Cycle time for those projects decreased from
the usual 3-6 months to 6-9 weeks. Initially
function points (‘FP’) were measured for
productivity measurements. The euro/FP ratio
was maintained while preserving quality,
expressed in defects/FP. However, the Scrum
Teams also performed important architectural
work that improved maintenance. This is not
even represented in the function points.
On the people and cultural side, innovation,
energy and employee satisfaction drastically
increased, as did craftsmanship and
collaboration. Trust at the business side of the
organization emerged from the successful
delivery of usable software.
Over the period from August 2011 until
September 2012, the number of software
development teams that adopted Scrum
increased from 45 to over 75.
Some teams are a mix of ING and Capgemini
staff, with some of them vividly collaborating
in a distributed setup across the globe. ING
works with Capgemini to train and coach the
teams, thereby aligning with the Scrum Guide
and the Professional Scrum programs of
Scrum.org.
The teams are facilitated with tools,
communications infrastructure, facilities and
team rooms. All teams have the space to
experiment within the simple framework of
Scrum.
In order to become a learning organization,
management moved much closer to the
teams than they were before. Although the
traditional management pyramid wasn’t very
supportive, first line and middle management
was put in the driver’s seat. This initiative has
the full support of the ING CIO NL and he is
the driver behind this transformation. A 5
days training program was conceived for first
line and middle management of the IT Value
Stream.
Cost savings in software delivery are in the
range of 30-50%. Overall time to market of IT
changes improved with 37%. The number of
technical incidents reduced in some cases by
over 30%.
The number of releases gradually increased,
leading to shorter cycles and faster learning:
Num ber of m eas ured releas e
0
10
20
30
40
50
2010-Q1 2010-Q2 2010-Q3 2010-Q4 2011-Q1 2011-Q2 2011-Q3 2011-Q4 2012-Q1 2012-Q2 2012-Q3 2012-Q4
Quarters
N
u m b e r o f R
e le a s e s Total scrum non scrum
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Scrum.org, © 2012 All Rights Reserved
By Q2 2012 a majority of the measured
Releases were done by Scrum Teams:
Delivery via Scrum proved to be able to
quickly adapt to changing business requests.
The frequent delivery of working software and
self-management of teams created less
formality, but higher predictability than the
original, traditional process. The direct
communication removed many old barriers in
the organization.
By December 2012, all software delivery will
be done by Scrum Teams.
Yes, We Do Scrum. And.
ING proceeds on the path of agility via Scrum.
With every solved issue more problems
become visible. ING management
acknowledges that these are not new
problems. It is seen as an advantage to finally
have these problems out in the open so they
can be effectively dealt with.
The organization is ready to expand Scrum.
There is a strong need for harmonization in
and adoption of more modern engineering
techniques, automation and tooling. Software
craftsmanship will be emphasized more, and
stressed in ING’s hiring policies. Automation
facilities will be provided to support the fast
paced Scrum Teams. This includes release,
build and deployment activities. As a next step
in their Scrum adoption path, ING has chosen
to move to a ‘DevOps’ composition of the
Scrum Teams in 2013. At all levels
(management, stakeholders, teams)
operations and infrastructure will be better
involved. It allows even more releases, and
real user feedback can be incorporated more
frequently.
A tighter connection to the business and a
redirection of portfolio management towards
business value will help the organization focus
on effective cycle time, i.e. the time it takes to
go from idea to production. Customer
satisfaction is expected to increase more with
better involvement of the business
departments via mandated Product Owners.
ING organizes and trains people into real
product ownership. The Professional Scrum
programs, created and maintained by
Scrum.org, were a valuable asset.
To make agile sustainable in the large
organization that ING is, governance and
procedures will be reconceived to leverage
the benefits of product development with
Scrum.
On the cultural side, the organization keeps
orienting towards values like transparency,
discipline, ownership, learning and continuous
improvement. People are encouraged to form
and join communities for creating and sharing
ideas, and good practices.
ING is hopeful about the future that Scrum is
opening up for the entire organization. And
ING has the evidence to back this hope.
Num ber of m eas ured Releas es
0 0 0 0
1
4 3
10 8
22
1 4 13 18 20
14 11
20 16
9
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2010-Q1 2010-Q2 2010-Q3 2010-Q4 2011-Q1 2011-Q2 2011-Q3 2011-Q4 2012-Q1 2012-Q2 2012-Q3 2012-Q4
Quartalen
P
e rc e n ta g e R
e le a s e s scrum non scrum
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Scrum.org, © 2012 All Rights Reserved
About the Authors
Amir Arooni
Amir Arooni (amir.arooni@ing.nl) has been with ING since 2001. Since 2009
Amir is responsible for the Solution Delivery Center Channels in NL. He is also
member of the Management Team of ING IT Retail Banking Benelux.
Previously, Amir led change projects for ING Group, ING Bank, Postbank and
RVS. He has defined, directed and managed a cross-border team responsible
for the continuity of critical business applications and development of new security services. He was
responsible for operational and tactical management of all services for ING Investment Management
and ING Bank NL including infrastructure services and helpdesk support.
Amir has a passion for technology, innovation and craftsmanship. He focuses on collaboration and
engaging people. He values a trustworthy and open mind-set between his direct reports and all coworkers, managers and peers. His corporate objective is to achieve streamlined processes, with
reduced head count, increased productivity and operational stability.
Gunther Verheyen
Gunther Verheyen (gunther.verheyen@capgemini.com) is global Scrum leader
at Capgemini and Agile Value Proposition manager at Financial Services Benelux.
Gunther works in IT and s/w development since 1992. He started applying
extreme Programming in 2003 and Scrum in 2004. He collaborates with
Scrum.org since 2009 and joined Capgemini in 2010.
Gunther sets priorities and direction to the Agile offerings of Capgemini, and is the driving force of
large-scale enterprise transformations at Capgemini clients. He is the author of Capgemini Scrum
trainings, is Professional Scrum Trainer at Scrum.org and works with Ken Schwaber on the Continuous
Improvement FrameworkTM. Gunther is also a contributor to the internationally acclaimed
Capgemini Technology Blog, Capping IT Off.
Gunther says: “ING distinguishes itself with its clear pursuit of Scrum. I know no other company in the
Benelux that is embracing enterprise agility like ING. It takes time, but ING is sowing the seeds that
will help it grow into an organization that prospers on learning, creativity and improvement. It
assures sustainable change as a foundation for renewed leadership."
About Scrum.org
Scrum.org leads the evolution and maturity of Scrum to improve the profession of s/w development.
Scrum.org strives to provide all of the tools and resources needed by Scrum practitioners to deliver
value using Scrum. We host the Scrum Guide in 30 languages, provide Scrum assessments to allow
people to evaluate themselves and improve, host community forums and groups to foster
discussions and learning, and define industry-leading Scrum training for practitioners at all levels.
Scrum.org was founded in 2009 by Ken Schwaber, one of the creators of Scrum, along with Alex
Armstrong, out of extreme dissatisfaction with the state of the art.

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