Agile Release Management Training.

Just a note of my training this afternoon.

We looked at Epics and Adventures and how they sit in the overall weekly Scrum planning, Backlog Grooming and Release planning.

We looked at Roles and Responsibilities within a FULL company setup, past and further than just the Scrum team.

I was told about a new role in an Agile software team which is solely to do with Documentation!

We looked at the challenges of change management and “Culture eats process for Breakfast” so people management is very important with change.

From this I have created our own Agile Project Initiation Document (to only approve high value projects), a Roles table for every project (who is what) and a Responsibility table (who does what)

An intro to using Trello

More and more University staff here are using Trello for sharing ideas and collaborating on projects.

So I’ve made a super quick intro video which I’d like to share on using Trello for Tracking bugs.

WMG IT - Using Trello
WMG IT – Using Trello

Please remember that Trello is a cloud service and we must abode by the University’s Cloud Usage Rules, http://www2.warwick.ac.uk/services/gov/informationsecurity/faqs/purchasingissues/cloud/

State of the union (since starting at Warwick Uni)

A small state of the union post so I don’t forget my journey so far…

The largest change is introducing my Agile experience into many aspects of workflow and to many members of staff.

Agile Training
* I have delivered three separate sets of Agile training
* Once for the Project Management Networking Group
* Once for the WMG IT team
* Once for an individual member of staff

I have introduced some better online tools to support the University’s work
* Trello – The whole IT team use it now to track and collaborate on their work
* Quickcast – The use of screen casting to show staff how to use certain material
* Continuous Integration – GitLab’s CI runner Is now provided by the University following me pushing for access
* Google analytics – To prove that students are using more of their own devices which are Apple based, than the university owned Windows machines
* Twitter Bootstrap must be used across all our custom apps. Our custom built apps from externals had custom CSS wrappers, but now use Twitter bootstrap 3.

Methods of working
* A lot of the Moodle work is “Handle turning”, I have floated the idea of an apprentice, which has led to a summer intern coming in (got ahead of myself, summer interns are always here!)
* IT partners – Following the Agile training, the following ideas of roles and responsibilities of a Product Owner leading and ordering tasks in priorities was taken on for our WMG IT partners
* We use an Agile approach to define what work should be done next. “If it went live tomorrow, what would we need?”

Development Bootstrap
* Deployment
* Folder organistion
* Server registration
* Repository Model
* Interfaces
* Behaviour Driven Development testing
* Unit testing

University Wide
* One of my three University wide ideas has gone onto review stage, using rechargeable mics for presenting will save on batteries and reduce support calls

Projects
* Biddr – an online reverse auction. I coached Agile to the staff and also built this learning tool in Laravel 4.
* Gradr – an online app to consolidate marks from multiple modules into one simple dashboard. It provides students a single overview and tutors an overall table of their students marks. I coached the staff in Agile and also built this in Laravel 5.
NEXT!

  • More Project management
  • More Laravel 5 and Elastic Search
  • Improving the University’s IT network (of people, not wires)
  • More training, hopefully in leadership (it’s different here to a small self-owned company!)

Excellent Customer Service training

Today I attended some training on Excellent Customer Service provided by the University.

The reason I signed up was because some of the work I’ve taken over here for providing Moodle Gradebook support is not “so hot” right now. It feels like we’re failing on some really basic stuff, which is frustrating to both me and obviusly the staff. Also, by failing on the basics, it knocking effect of WOW things, like custom code of the gradebook.

To be fair, a lot of the stuff I have taken on is going pretty well and the tutors seem very happy with my Project Management and Custom coding. But, I still want to be doing better in the areas I’m presently weakest in, whether they are inherited problems or brand new.

The first things to learn was, “who is my customer?”, Because yes, my work affects the students too, I did wonder if they were my customer. However, nope. My work sits in a chain of support and my direct customer is the staff I deal with on a day to day basis.

Then we used a very useful model and excercise, the Kano Model. It splits and identifies different parts of your service from Basic, Satisfactory and WOW.

Kano_model_showing_transition_over_time

It turns out after doing the excercise, I identified loads of basics, but had trouble picking anything above that. Which is becuase, in a few ways the service isn’t even hitting the basics, so there’s no point offering WOWs. The analogy we were given was, “With a hotel, your basics are Bed, Clean room & Toilet. So if none of those basics are met, you wouldn’t be so overly happy with a WOW of champagne on arrival”.

So… to identify some of the basics within my control,

  1. Staff know when Moodle is going down for maintanence
  2. When marks are released, they stay released
  3. Course rollover will happen

So.. to identify some actions to help with those basics,

  1. Maintenance
  • Create a staff list / Sharepoint group for notifications
  • On receipt of Russell’s emails, share with the list

2. Marks released

  • Map the Moodle Show / Hide flow
  • Request a Show / Hide logger from Central
  • Dan Course to take on marks release for the rest of this term
  • Analyse the Service Now calls raised

3. Course rollover

  • Inform staff when this will happen