A Competency Model for Customer Representatives in Agile Software Development Projects Sabine Matook & Likoebe M. Maruping- June 2014 Page 1/17 In an agile software development project, customer representatives (CRs) have explicit and implicit responsibilities that facilitate the creation of software to meet evolving customer needs in a timely manner. We describe a competency model for effective CRs that was developed following interviews with four agile development teams.

A Competency Model for Customer Representatives in Agile Software Development Projects Sabine Matook & Likoebe M. Maruping- June 2014 Page 2/17 Agenda  Lack of a Competency Model  Different Responsibilities of Customer Representatives  The Need for a CR Competency Model  CR Activities in Agile Development Projects  Overview of the Three CR Competency Areas  Recommendations for CIOs

A Competency Model for Customer Representatives in Agile Software Development Projects Sabine Matook & Likoebe M. Maruping- June 2014 Page 3/17 Lack of a Competency Model for Customer Representatives in Agile Development Projects 1/2  In dynamic business environments, where customer requirements change frequently, agile development methods have emerged as a viable and effective approach for information systems development (ISD) projects to create working software that meets those requirements.  One of the primary means by which agile methods produce software functionality that is closely aligned with customer requirements is through the role of a designated customer representative (CR).

A Competency Model for Customer Representatives in Agile Software Development Projects Sabine Matook & Likoebe M. Maruping- June 2014 Page 4/17 Lack of a Competency Model for Customer Representatives in Agile Development Projects 2/2  “The success of agile development hinges on … customers who will actively participate in the development process.”  Without a CR competency model, diffuse and potentially conflicting understanding can emerge about the knowledge, skills, attitudes and general dispositions that CRs need to have.

A Competency Model for Customer Representatives in Agile Software Development Projects Sabine Matook & Likoebe M. Maruping- June 2014 Page 5/17 Agenda  Lack of a Competency Model  Different Responsibilities of Customer Representatives  The Need for a CR Competency Model  CR Activities in Agile Development Projects  Overview of the Three CR Competency Areas  Recommendations for CIOs

A Competency Model for Customer Representatives in Agile Software Development Projects Sabine Matook & Likoebe M. Maruping- June 2014 Page 6/17 Customer Representation in Traditional and Agile Software Development

A Competency Model for Customer Representatives in Agile Software Development Projects Sabine Matook & Likoebe M. Maruping- June 2014 Page 7/17 Customer Representation in Traditional and Agile Software Development

A Competency Model for Customer Representatives in Agile Software Development Projects Sabine Matook & Likoebe M. Maruping- June 2014 Page 8/17 Agenda  Lack of a Competency Model  Different Responsibilities of Customer Representatives  The Need for a CR Competency Model  CR Activities in Agile Development Projects  Overview of the Three CR Competency Areas  Recommendations for CIOs

A Competency Model for Customer Representatives in Agile Software Development Projects Sabine Matook & Likoebe M. Maruping- June 2014 Page 9/17 The Need for a CR Competency Model  Competency models are detailed descriptions of the skills and knowledge (overt competencies), and attitudes and traits (covert competencies) necessary to be effective in an organizational role or position.  These models make it possible to determine how well a person performs in a role and to outline learning needs to improve the effectiveness of the position holder.  The agile development literature has ignored the need for a broader mix of skills and knowledge for CRs

A Competency Model for Customer Representatives in Agile Software Development Projects Sabine Matook & Likoebe M. Maruping- June 2014 Page 10/17 Agenda  Lack of a Competency Model  Different Responsibilities of Customer Representatives  The Need for a CR Competency Model  CR Activities in Agile Development Projects  Overview of the Three CR Competency Areas  Recommendations for CIOs

A Competency Model for Customer Representatives in Agile Software Development Projects Sabine Matook & Likoebe M. Maruping- June 2014 Page 11/17 CR Activities in Agile ISD Projects 1/2

A Competency Model for Customer Representatives in Agile Software Development Projects Sabine Matook & Likoebe M. Maruping- June 2014 Page 12/17 CR Activities in Agile ISD Projects 2/2

A Competency Model for Customer Representatives in Agile Software Development Projects Sabine Matook & Likoebe M. Maruping- June 2014 Page 13/17 Agenda  Lack of a Competency Model  Different Responsibilities of Customer Representatives  The Need for a CR Competency Model  CR Activities in Agile Development Projects  Overview of the Three CR Competency Areas  Recommendations for CIOs

A Competency Model for Customer Representatives in Agile Software Development Projects Sabine Matook & Likoebe M. Maruping- June 2014 Page 14/17 Overview of the Three CR Competency Areas

A Competency Model for Customer Representatives in Agile Software Development Projects Sabine Matook & Likoebe M. Maruping- June 2014 Page 15/17 CR Competency Model in Agile Software Development Projects

A Competency Model for Customer Representatives in Agile Software Development Projects Sabine Matook & Likoebe M. Maruping- June 2014 Page 16/17 Agenda  Lack of a Competency Model  Different Responsibilities of Customer Representatives  The Need for a CR Competency Model  CR Activities in Agile Development Projects  Overview of the Three CR Competency Areas  Recommendations for CIOs

A Competency Model for Customer Representatives in Agile Software Development Projects Sabine Matook & Likoebe M. Maruping- June 2014 Page 17/17 Recommendations for CIOs on How to Use the CR Competency Model  Use the Competency Model as a Communication Tool  Use the Competency Model as an Education and Training Tool  Use the Competency Model as a Tool to Change the Organizational Culture  Use the Competency Model as a Performance- Assessment Tool  Use the Competency Model as a Diagnostic Tool