The Doctor is “In”

Andrea Leszek | Catherine Courage

Agile 2008 Conference, Toronto August 2008

Using the Office Hours Concept to Make Limited Resources Most Effective

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Leader in On-Demand Customer Relationship Management

First Ever Platform as a Service

3 People in R&D 4 Major Releases Per Year

9 Years Ago at the Beginning of Salesforce.com

Smart Fast Innovative

43,600+ Customers 1,000,000+ Subscribers

150 Million Transactions Per Day 300+ People in R&D

Rapid Success

At a price…

2000 2001 2002 2003 2004 2005 2006

Features Delivered per Team

Days between Major Releases

1 Major Release in 2006

How did Development Services fit in?

Technical Writers Usability Analysts

User Interaction Designers

Each person assigned to multiple product development teams based on features being

developed

1 hour weekly meeting per team

Work spread out across entire release cycle

Critical to Product’s Success

Terms of Use: Product Works as

Documented

Key Values of R&D: Usability

User-Centered Design

2000 2001 2002 2003 2004 2005 2006 2007

Features Delivered per Team

Days between Major Releases

Agile Transformation and Amazing Results

How did Development Services fit in?

All scrum teams got assigned writer, designer, and usability analyst

68 % of Development Services staff assigned to 3 or

more scrum teams

%

* Source: Spring 2007 R&D ADM Survey

Not enough time for actual work

Multiple daily 15 minute meetings Multiple monthly sprint planning meetings Multiple sprint retrospectives and reviews

Timelines tighter

Work compressed

Frequent context switching

No Change to Core Values

Results Not That Amazing for DS

* Source: Spring 2007 R&D ADM Survey

“Hire More.”

“Not enough staff to cover teams adequately.”

“Not enough resources per team (for the amount of work to

be accomplished)”

“Lack of resources”

“One word: headcount”

* Source: Spring 2007 R&D ADM Survey

2 Reduce the number of dedicated teams per DS staff member

Prioritize

Determine Complexity

Skills of PO Work with Execs

How did we fill the gap?

Team-Driven Solution

Make it simple!

Predetermined time and locations

Self-Service

OH assignees self-organizing

UE Office Hours

15 60 30 0 45

Discuss User Stories

Design Recommendations

Minutes

Review Artifacts

Technical Writing Office Hours

1 2 0 3

Determine Doc Needed

Final Fixes

Sessions

Draft Reviewed & Edited

Adoption

* Source: R&D Programs

Challenges

Successes: Viral Effect

Successes: Additional Staff Added

“Effective on small features and small

teams.”

“Worked well for the small changes

we needed to make.”

“Good solution to getting small projects done that don’t require

a full-time person.”

“OH are very useful for those smaller issues/projects.”

Successes: DS Believes Agile Works

* Source: Spring 2007 & 2008 R&D ADM Surveys

Successes: DS is Having Fun

* Source: Spring 2007 & 2008 R&D ADM Surveys