The Evolve Methodology               ©                            CRM Best Practices Fit to IT StandardsAuthentia Software...
Authentia Software, Inc.                                                                              The Evolve Methodolo...
Authentia Software, Inc.                                            The Evolve MethodologyIntroductionEvolve is a methodol...
Authentia Software, Inc.                                               The Evolve Methodologytolerances challenge many con...
Authentia Software, Inc.                                                                            The Evolve Methodology...
Authentia Software, Inc.                                            The Evolve MethodologyManage requirementsAlways keep i...
Authentia Software, Inc.                                            The Evolve MethodologyEvolve Process PhasesThe Evolve ...
Authentia Software, Inc.                                              The Evolve MethodologySolution Definition and Projec...
Authentia Software, Inc.                                              The Evolve Methodology    3. Parallel Evolution Cycl...
Authentia Software, Inc.                                              The Evolve Methodology    ▪   Configuration items an...
Authentia Software, Inc.                                                                                                  ...
Authentia Software, Inc.                                                                                                  ...
Authentia Software, Inc.                                            The Evolve MethodologyArtifact DensityArtifacts are al...
Authentia Software, Inc.                                                                                                  ...
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Transcript of "Evolve methodology"

  1. 1. The Evolve Methodology © CRM Best Practices Fit to IT StandardsAuthentia Software, Inc.499 Electric AvenueFitchburg, MA 01420[978] 874-0898Prepared by: Conrad SanfordPresidentPublished: June 3, 2007Revised: December 29, 2010Version 1.1 The Evolve Methodology copyrighted 2012, Authentia Software, Inc.
  2. 2. Authentia Software, Inc. The Evolve Methodology Table of ContentsIntroduction.........................................................................................................................3Evolve Framework...............................................................................................................5 Process Principles.............................................................................................................5 Develop iteratively.......................................................................................................5 Manage requirements.................................................................................................6 Use components..........................................................................................................6 Model visually..............................................................................................................6 Verify quality................................................................................................................6 Control changes...........................................................................................................6 Evolve Process Phases......................................................................................................7 Inception Phase................................................................................................................7 Pre-engagement Scoping Step.....................................................................................7 Solution Definition and Project Design Step................................................................8 Evolution Phase................................................................................................................8 Analysis and Design......................................................................................................9 Construction and Validation Step................................................................................9 Deployment Transition Step........................................................................................9 Retrospection Phase......................................................................................................10The Evolve Plan..................................................................................................................11 Client Participation........................................................................................................11 Delivery Evolutions........................................................................................................12 Artifact Density..............................................................................................................13 Table of FiguresFigure 1: The Evolve Process Phases....................................................................................7Figure 2: Resource Roles Allocation...................................................................................11Figure 3: Requirement Groups..........................................................................................12Figure 4: Artifact Sequence Plan........................................................................................14 Page 2 of 14
  3. 3. Authentia Software, Inc. The Evolve MethodologyIntroductionEvolve is a methodology which augments existing approaches by addressing one of themajor obstacles in the implementation of enterprise CRM solutions, which is adaptingbest project design practices to diverse IT organizations. Adhering to these bestpractices found in CRM solutions such as Oracle, Salesforce.com and SAP reduce risks toproject objectives which include management of scope and cost, high user adoption,and delivery schedule.It is neither possible nor desirable for a consultancy to impose a common projectmethodology on all client IT organizations. IT organizations differ greatly based upon thebusinesses they support, which is frequently a function of standards for their industryand maturity of the company, as well as the technical and management styles of the ITteams.While there is boundless diversity in the spectrum of organizations, three business typesare notable in their characteristic treatment of enterprise solution projects: ▪ “Entrepreneurial” organizations are small and work to achieve rapid growth, frequently showing an urgency that will drive iterative deliverables and require few supporting project artifacts. Frequently the project mission is informally stated or presumed. They have a high tolerance for risk with few formal processes in place. Fewer processes allow them to be more adaptable to schedule changes. Characteristically limited in funding, they have a low tolerance for increases in planned costs. ▪ “Classic” organizations are mid-sized to Fortune 1000 that have few business external constraints other than market dynamics. The project mission is typically documented at the executive level and may be obscure to some project team members. Frequently they apply a variant of the “waterfall” methodology in implementing solutions. Willingness to assume is often a function of how “mission critical” the solution is to the business. Changes impacting users’ delivery expectations are unacceptable and minor variations in project costs are frequently planned for in the overall IT budget. ▪ “Regulated” organizations may be of any size and are constrained to follow replicable processes and document quality processes used to develop the solution. Project missions are documented, reviewed, and published to a project folder. Projects are phase gated requiring many standardized artifacts, having resource intensive validation requirements. This validation often makes iterative delivery prohibitive. Regulated solutions adhere to strict processes designed to reduce risk. There is a high sensitivity to changes in schedule where changes could impact commitments to regulating agency. Projects typically have more funding to accommodate overhead for regulated processes.Incumbent to these business types are their distinct tolerances to the risks related toproject objectives as measured in terms of cost, time, scope, and quality. These distinct Page 3 of 14
  4. 4. Authentia Software, Inc. The Evolve Methodologytolerances challenge many consultancies in rationalizing their differences while trying toapply best practices in implementing the client’s solution. This rationalization process isoften performed implicitly on the part of the implementation team, unstated to theproject governance, posing the real risk of causing missed expectations between theclient’s and consultancy’s team members.The interaction between the client and the consultancy has a direct impact on theproject objectives which can be managed. This management can occur as an agreementbetween the team members who possess client institutional knowledge and deliverybest practices. There are three distinct aspects of a project where this interaction can beperformance tuned to ensure that the project process is optimized to meet the mission: ▪ Client Contribution: The type and extent of client participation during the delivery process. In all client delivery models, there is client interaction with the project team – at a minimum – when providing requirements, validating solution conformance to requirements, and production deployment. ▪ Iteration: The optimization of development cycles. The decision to use “waterfall” delivery or to select an iterative approach can be made explicitly based upon the IT organization business type and the deployment of the solution. Many solutions lend themselves readily to iterative development where, for example, the contact center team is asked to use the CRM and billing systems separately until they are integrated as one. ▪ Scope of Deliverables: The complete set of deliverables expected by the team during the course of the project. These include software, documentation, and training.Thus, performance tuning these areas during project design will form an agreementbetween client and consultancy where best CRM practices can be harmonized with theexisting IT project approach. Page 4 of 14
  5. 5. Authentia Software, Inc. The Evolve MethodologyEvolve FrameworkThe Evolve Methodology defines a framework to transcend the implementation steps,enabling the client’s and consultancy’s team to (a) explicitly design the delivery processsteps and (b) communicate using a common terminology to describe the dynamics ofthis framework. This effort of defining the project framework is done as a function ofthe project scoping effort. The result is software development lifecycle phase with clearexpectation about the solution and the process. A project performance analysis isconducted once the solution has been fully transitioned to production, which thencompletes the cycle.The Evolve Methodology is based upon the principles of the RUP1 methodology, butextends beyond solution delivery and can be used from the project’s conception for ROIanalysis and RFP development. Some of the major guiding principles2 are listed below.Update 12/29/10The principles of the Salesforce Adaptive Delivery Methodology align with the EvolveMethodology. These principles have been presented3 as: ▪ Eliminate Waste ▪ Build Quality In ▪ Respect People ▪ Optimize the Whole ▪ Create Knowledge ▪ Just-in-time Decisions ▪ Deliver Fast ▪ On time, high quality, InnovationProcess PrinciplesDevelop iterativelyIt is best to know all requirements in advance; however, often this is not the case.Several software development processes exist that deal with providing solution on howto minimize cost in terms of development phases.1 The Evolve philosophy is rooted in the Rational Unified Process (RUP) developed by Rational Software Corporation, now a divisionof IBM since 2003. RUP offers an iterative software development process framework rather than a single rigid prescriptive process,essentially providing an adaptable process framework, intended to be tailored by the development organizations and softwareproject teams that will select the elements of the process that are appropriate for their needs.2 Stephen Schach (2004). Classical and Object-Oriented Software Engineering. 6/e, WCB McGraw Hill, New York, 2004.3 Salesforce Presentation, December 10, 2010, “Agile Development for Force.com” Page 5 of 14
  6. 6. Authentia Software, Inc. The Evolve MethodologyManage requirementsAlways keep in mind the requirements set by user.Use componentsBreaking down an advanced project is not only suggested but in fact unavoidable. Thispromotes ability to test individual components before they are integrated into a largersystem. Also, code reuse is a big plus and can be accomplished more easily through theuse of object-oriented programming.Model visuallyUse diagrams to represent all major components, users, and their interaction. "UML",short for Unified Modeling Language, is one tool that can be used to make this taskmore feasible.Verify qualityAlways make testing a major part of the project at any point of time. Testing becomesheavier as the project progresses but should be a constant factor in any softwareproduct creation.Control changesMany projects are created by many teams, sometimes in various locations; differentplatforms may be used, etc. As a result it is essential to make sure that changes made toa system are synchronized and verified constantly. One tool used for this is ConcurrentVersions System. Page 6 of 14
  7. 7. Authentia Software, Inc. The Evolve MethodologyEvolve Process PhasesThe Evolve methodology focuses on optimizing risks related to project objectives asmeasured in terms of cost, time, scope, and quality through managed process steps todeliver the CRM solution using best practices. These process steps are depicted in Figure1.Figure 1: The Evolve Process PhasesInception PhasePre-engagement Scoping StepThe first step in preparation is pre-engagement scoping and begins with a dialog tounderstand the business mission and goals for the project’s results. Once this isachieved, the current maturity of the project is assessed. This maturity may range from“project concept only” to minor functionality enhancements, and typically determinesthe consultancy’s entry point and value in assisting the client with the solution.Early project entry points include ROI analysis, project scoping, and assistance withproposal development while later entry points may include solution development fromexisting specification or validation of a solution according to requirements.During the preparation step, the details of the Evolve Methodology are reviewed withthe team and the operating characteristics of the business and IT organization areunderstood, including an assessment of the client’s project constraints. For example,project artifact requirements imposed to meet process needs in a regulatedenvironment.In addition to understanding the project’s high-level requirements and scope, theanalysis conducted during this step will include decisions regarding the clientparticipation, Evolution Cycles, and artifact density which will be documented in theEvolve Plan.From this analysis, cost estimates will be determined and a method for tracking plannedversus actual expenditures. This cost tracking approach typically employs the earnedvalue method recommended by the Project Management Institute. Page 7 of 14
  8. 8. Authentia Software, Inc. The Evolve MethodologySolution Definition and Project Design StepProject Inception is the first step in the engagement with the client and will finalize theproject design in preparation for Evolution Cycles and offer a preliminary solution designmodel.In new implementation, out of the box functionality will be demonstrated to elicit a highlevel understanding of solution gaps, along with identifying risks and their mitigations.Develop primary use cases and essential architectural prototypes needed for proof ofproject success completes this step.Evolution PhaseThe iterations defined within the Evolve Plan are executed and the steps in theEvolution Phase are iteratively completed until the final solution is transitioned todeployment. During each Evolution the work breakdown structure is updated.There are two distinct types of delivery evolutions, construction and transition, both ofwhich are iterative solution development where there is one or more iteration. Thesetwo evolution types are not mutually exclusive, and may be used sequentially or inparallel with each other.Construction Evolution is the cycle of: 1. Performing requirement analysis 2. Functional and technical software design 3. Software construction which includes configuration and customization of the application 4. Validation of the software against the requirements 5. Beginning of the next Evolution Cycle once the software is validatedTransition Evolution is the cycle of: 1. The steps outlined in the Construction Evolution 2. Deployment to production 3. Training of user and those supporting the users 4. Support for the deployed solution 5. Beginning of the next Evolution Cycle once the software is deployed and supported.The team should carefully consider the impact of each of these Evolutions. Among thesefactors: 1. Validation may require a full regression pass on each iteration. 2. Construction Evolution may offer faster delivery to final production at the expense of loosing production user feedback, valuable to additional Evolutions. Page 8 of 14
  9. 9. Authentia Software, Inc. The Evolve Methodology 3. Parallel Evolution Cycles will require careful release management to ensure that all common solution components are available to subsequent Evolutions.Analysis and DesignThe consultancy works with the business and technical resources assigned to identifyand document detailed solution requirements from which a solution design can becreated.Business models are documented and validated from team efforts with the businesscommunity and its subject matter experts, typically involving use-cases andstoryboarding modeling. Gap analysis is conducted from the results of these businessmodels, and the project plan and identified risks are updated. Solution deliverables forthe Delivery Evolution are defined.Solution design documents are developed and validated with the client. These designdocuments include: ▪ A description of the software architecture in a software system development process ▪ An executable architecture that realizes architecturally significant use cases ▪ A development plan for the overall project ▪ Prototypes that demonstrably mitigate each identified technical risk.Construction and Validation StepSoftware developers work from the specifications created in the analysis and designstep to configure and customize the client solution. Unit testing is performed on thedeveloped solution. Any additional technical risks are identified and a mitigation plan isformed by the project team.Structured validation testing is conducted by the business users who typicallyparticipated in defining the detailed functionality during the analysis and design step.The structure of this testing will be validated by a traceability matrix if this formalprocess has been required in the Evolve Plan.If the validated software was part of a Construction Evolution then it will become a partof the baseline software for continued development; otherwise, will be deployed to thetargeted users.Deployment Transition StepThe solution or a subset of the solution is transitioned from the development group tothe production environment. This transition contains several steps: ▪ Training is provided to the targeted users and those supporting the users and the environment Page 9 of 14
  10. 10. Authentia Software, Inc. The Evolve Methodology ▪ Configuration items and customizations are packaged from the reference test environment and installed on the production environment ▪ Functional testing of the production environment is completed ▪ Larger projects may stage this deployment to a beta test group for validation against user expectation prior to general release. ▪ Deployment and user adoption risk are identified and mitigated ▪ The Evolution Phase is repeated if all requirements have not been incorporated into the solution.Retrospection PhaseThe Retrospection Phase provided a means of project closure where final agreementbetween the client and consultancy occurs. It is completed when all requiredfunctionality has been transitioned to production.Based upon determination at Inception Phase, it ensures that: ▪ Solution delivery to the project’s mission is validated ▪ Obstacles in planned user adoption are resolved ▪ The project’s ROI is re-computed and compared against the original ROI estimate ▪ Project artifacts, including solution and process items, are evaluation for future repurposing ▪ Best practices models are updated ▪ Final Project sign off occurs and a plan for follow up is documented Page 10 of 14
  11. 11. Authentia Software, Inc. The Evolve MethodologyThe Evolve PlanThe Evolve Plan is the document which formalizes and documents the three distinctaspects of a project where the project process can be performance tuned to ensure thatit meets the mission.Client ParticipationThe Resource Role Allocation table in Figure 2 illustrates the recommended client’steam contribution to specific efforts within the project. Project Performance can betuned by the project team to optimize characteristics for the client organization. Forexample, the team may determine that more client resources should participate in useracceptance test and have solution champions from each department to reduce the riskof low user adoption while increasing the overall cost of the project. Resource Role Allocation InceptionSolution Definition and Project Design Evolution Retrospection Construction and Validation Pre-engagement Scoping Deployment Transition Analysis and Design ParticipantsClient Project Sponsor ■ ■ ■ ■ Project Stakeholders ■ ■ ■ ■ ■ Subject Matter Experts ■ ■ ■ ■ Business Users ■ ■ ■ Technical Staff ■ ■Consultancy Project Manager ■ ■ ■ ■ ■ ■ Business Analyst ■ ■ ■ Technical Architect ■ ■ ■ ■ ■ Development Team ■ ■ Training Specialist ■ ■Figure 2: Resource Roles Allocation Page 11 of 14
  12. 12. Authentia Software, Inc. The Evolve MethodologyDelivery EvolutionsDelivery Evolutions sets of requirement groups, referred to as Sprints in the Scrum Agilemethodology4. Each requirement classified into an Evolution Cycle where, at theconclusion of each cycle, these requirements maybe reclassified based upon: ▪ Unforeseen, additional functionality delivery in the cycle ▪ Unforeseen deficiencies in the functionality delivered which may be incorporated into a following iteration. ▪ Change orders dictating functionality updates. ▪ Feedback from validation, training or production deployment usersThe Figure 3 provides a means for which to classify high-level requirement groupsduring the Solution and Project Definition Requirement Groups Evolution Cycles One Two Three Four EvolutionConstruction EvolutionConstruction EvolutionConstruction EvolutionConstruction NumberRequirement Transition Evolution Transition Evolution Transition Evolution Transition Evolution Description 1.0.0.0 High Level Requirement 1 ■ 2.0.0.0 High Level Requirement 2 ■ 3.0.0.0 High Level Requirement 3 ■ 4.0.0.0 High Level Requirement 4 ■ 5.0.0.0 High Level Requirement 5 ■Figure 3: Requirement Groups4 Schwaber, Ken (1 February 2004). Agile Project Management with Scrum. Microsoft Press. ISBN 978-0-735-61993-7. Page 12 of 14
  13. 13. Authentia Software, Inc. The Evolve MethodologyArtifact DensityArtifacts are all of the assets created or associated with the project from Inception toRetrospection. Artifact assets have five classifications which are: ▪ Process – Project plan, Evolve Plan, communications plan, change requests, status reports. ▪ Requirements – Use cases, storyboards, flowcharts, data samples ▪ Application Access – Prototype, development, test, and production instance of the CRM environment, including user logins ▪ Application Modifications – Configuration and customization of the CRM to meet identified requirements including applets, interfaces, etc. ▪ Training and Documentation – Context sensitive application help, Documentation describing all changes from “out-of-the-box” CRM, training and on-line training guides, workbook of all CRM collateral, including “how-to’s”, checklists, and “cheat sheets”The density of these artifacts refers to the extent to which these items are needed tomeet the needs of the project team and the business it supports. Figure 4 illustrates asample of the artifacts associated with each classification in the Evolve Steps. Page 13 of 14
  14. 14. Authentia Software, Inc. The Evolve Methodology Sample Artifact Sequence Plan Inception Evolution Retrospection Solution Definition and Project Design Construction and Validation Pre-engagement Scoping Deployment Transition Analysis and Design Type key: (P) ProcessType (R) Requirements (A) Application Access (M) Application Modifications (D) Documentation (T) Training Artifact P Project mission statement ■P/R Existing project documentation ■ P Evolve Methodology Whitepaper ■ P Proposal to client ■ P Communications Plan ■ ■ P Evolve Plan ■P/R Project Charter and Sign-off ■ P Resource Role Allocation ■ P Risk Assessment & Mitigation Plan ■ ■ ■ ■ ■ R Application Security Requirements ■ R Detailed Design Document ■ R Gap Analysis ■ R Validation Plan ■ R Cutover Plan ■P/R Data Migration Plan ■ ■ P Retrospection Document ■ A Solution Development Instance ■ A Solution Test Instance ■ A Production Instance ■ A User Roles and Accounts ■ ■ M Configuration Files ■ M Solution Customizations ■ P Test Cases and Test Scripts ■ ■ ■ D Application Documentation ■ ■ ■ D Embedded Customization Comments ■ T Training Guide ■ ■ T Training Video ■ Figure 4: Artifact Sequence Plan Page 14 of 14

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