Jeff Sutherland himself infected me with Scrum a year ago. We were using eXtreme Programming practices since years, and in my opinion Scrum was the ideal supplement to form an agile project management framework.
Since then we use Scrum in most of our projects in combination with eXtreme Programming and gradually certify all employees as Certified ScrumMaster. For me, Jeff has not promised too much: our customers enjoy a dramatic increase in productivity and quality. Especially the short release cycles (sprints), most often 2 weeks long, caused some excitement.
Even so, we have not always been able to fully implement Scrum together with our customers. During Jeff’s training, but also in Scrum Books by Ken Schwaber, it is always assumed, that Product Owner, Scrum Master and Team are from the same organisation. How does that fit into the working model of a service company as we are, and which roles are fulfilled by the customers and which roles are played by us? So far Scrum was not giving an answer to that.
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