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Client Interaction

Client Interaction. Nupul Kukreja , Arlene Williams (MSB) 12 th September 2014. Purpose. Breaking the ice  Do’s and Don’ts How to get the best out of each other Setting expectations Work wise Project wise Knowledge wise. What is the “team”?. It’s all “US” or “WE”

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Client Interaction

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  1. Client Interaction Nupul Kukreja, Arlene Williams (MSB)12th September 2014

  2. Purpose • Breaking the ice  • Do’s and Don’ts • How to get the best out of each other • Setting expectations • Work wise • Project wise • Knowledge wise

  3. What is the “team”? • It’s all “US” or “WE” • Not “I” or “THEM” Team = Clients + OnCampus + DEN • Whenever we say “team” we mean the “whole team” • We’ll allude to “parts” explicitly 

  4. Clients(Business) OnCampus(IT/CS) Avoid Pure Knowledge Transfer DEN(IIV&V/IT/CS)

  5. Prefer Collaborative Learning Clients(Business) OnCampus(IT/CS) DEN(IIV&V/IT/CS)

  6. Good Practices • The WHOLE team must: • Be on an email distribution list (e.g., Google group) • Be included in teleconferences • Have frequent interactions, even if brief • Identify tasks where the client and students (i.e., software engineers) can work together • Say “we” instead of “I” • Go out for lunches/ice-cream and reward yourselves for interim milestones • Focus more on “system usage” than “system development”

  7. Why are “you” here? • Discuss this as a team (5 minutes) • Students: • State 2-3 honestreasons, why you’ve enrolled in 577a • Mention if you’ll be continuing to 577b • Clients: • Other than having a system built, discuss what other objectives do you seek to have fulfilled? • Understand everybody’s expectations so you can see what would make them feel like a “winner” • Will come in handy later!

  8. Creative Friction • Clients: • Encourage the student teams to say “No” when appropriate • Students: • Have sound justifications for the above “No”  • Team: • It’s okay to disagree • Clarify the differences of opinion • Avoid staying mum (or bitter ) for too long! • Be polite  • Language may be a barrier, be accommodating • Avoid conversing in your native language • Remember the mantra: We’re all in this together

  9. Get Yourselves a PM • As a team decide on who’ll be the project manager – soon! • Project Manager: • Note down “minutes” of the meetings and email it to the team • If the team members are “stuck” try fix the hurdle to ensure a smooth working • Make sure the team has everything it needs to work smoothly – ask them ever so often • Ensure “everyone” participates in the discussions • Coordinate things/timings with the client and student team members • Stay up-to-date on the status of the team’s progress/schedule and be ready to dive in if the need be

  10. PM Don’ts • This is just a role name - don’t boss around! • You “have” to do work, not a mere spectator • Avoid saying “because I said so” • Don’t micromanage • Don’t commit “on behalf” of the team without everyone’s involvement • Don’t shout • Don’t just tell the client “because it’s a deliverable”

  11. Client “Interaction” Participation in Artifact Creation

  12. Client Participation • Student teams are not only developers • Think of getting consultants who also happen to be developers (or vice versa ) • 577ab teaches them to adopt business risks and understanding of the initiative as a whole • Just developing the software is not the goal • Your participation is paramount, especially with certain artifacts for the “consulting”

  13. 1. Program Model • A model to help articulate and capture ‘program/business vision’ • Ease of use for communication amongst stakeholders • Helps see the ‘broader vision’ and all encompassing view of the ‘program’

  14. Program Model Assumptions: Under what assumptions is this model true? Initiatives that need to be undertaken to help beneficiaries derive value from the expected benefits/value propositions Initiatives that need to be undertaken to help deliver value to the beneficiaries (i.e. “how” will the benefits reach the beneficiaries?)

  15. Program Model Assumptions: Under what assumptions is this model true?

  16. Example – Volunteer Management System • Assumptions • Growing needs of volunteers • Continuously growing volunteer pool • Increasing activities requiring more volunteers

  17. Who? Who? What? What? Visualizing Causality Who? Why? Why? Why? What? What? What? What? What? Who? Who? Who?

  18. Discussion • Teams: • Hand over the print outs to your client • Discuss with the client the assumptions behind the “program/business model”: • The project/product/program will succeed if and only if ______ is true • 5 minutes • If something is a 0/1 case, it may be a fact, not an assumption: • Ex.: Someone should use the system • Internet connection is available • …

  19. Capturing The Requirements • Two-step approach employed at 577 • Step 0: Capture Program Model and rank value propositions • Step 1: Break down expected functionality into high level features (a.k.a., Minimum Marketeable Features, MMFs) • Step 2: Decompose each MMF into constituent requirements • Requirements captured as user stories • All of above, captured, managed & prioritized using Winbook – homegrown tool

  20. User Stories • We capture ‘software’ requirements as user stories • Usually of the form: As a <role>, I can <activity> so that <business value> Ex.: “As a Consumer I can see my daily energy usage so that I can lower my energy costs and usage” • Details conveyed primarily through conversations and formalized via acceptance tests

  21. MMFs

  22. Go to Winbook

  23. Discussion • Teams • Have the client list out a few requirements in the user story format • Make sure everyone on the team is comfortable discussing in the user story format • Clients: We expect you to state the requirements in the user story format all throughout the course, good to practice  • 5 minutes

  24. Winbook Usage • De-facto “Project Management” tool in 577 • Clients are expected to check Winbook frequently • Add/Update/Modify content • Clarify/Comment on items • Avoid falling back to email/phone conversations alone • 577 staff can ONLY monitor Winbook

  25. Business Process Modeling • We ask teams to capture the “business process” in a flowchart like format • The process to be captured is: How is it done now? • If automating capture manual process • If “new idea” capture how have people managed up until now • Necessary to know/understand what changes and how much it impacts existing process (for the better) • Provides a much needed “context” for understanding client needs

  26. Discussion • Clients: • Describe “how things are done now” to your team • Preferably in a step-by-step form • Not too detailed, just a high-level overview • Teams: • Capture the above in a flowchart-like notation: Activity Decision 5 minutes 

  27. Teams • Next week (9/15) – Off Campus • Program Model and Results Chain • Business Process Modeling • The week after (9/22) – On campus • 1st WinWin Session • Prioritize Value Propositions • MMF decomposition • Prioritize MMFs • Capturing of initial user-stories • The week following (9/29) – On campus • 2nd WinWin Session • Disambiguating user stories • Negotiating requirements scope (first cut)

  28. Welcome to 577a(b) We hope you enjoy the ride

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