When I talk to people about their experiences with agile development I frequently hear - from the business side - that once all the bureaucracy has disappeared (which no one tends to see as a bad thing), they struggle a bit with the visibility of projects and the reporting of progress.
This view is usually 100% in contradiction with what I hear from the same organisation's development practice - who will usually tell me that visibility has never been greater and that they have an unprecedented degree of transparency and openness with their business partners.
Can they both be right?
When we, as engineers, make statements like the above we're usually referring to the public nature of our SCRUM/XP/etc artifacts - product backlogs and burndown charts are open to anyone in real time, requirements, estimates, and plans tend to be kept in readily accessible web tools, and of course most events in the process (such as daily standups and each iteration's demo) are public forums. What else do you need to have the most detailed, accurate, up to date view of every piece of work anytime you want it?
This is all true, but where we tend to go wrong is in underestimating the underlying complexity of something that inherently makes sense to us. There is actually a significant degree of interpretation - based on technical knowledge built up over years - necessary to answer a simple question such as "how are things going?" through agile artifacts alone; we just tend to be pretty good at doing it in our heads as we go.
Here's a simple example to underline my point. O2 has a pretty nifty self-service portal, and I can use it at any time of the day or night to see what my current mobile phone bill is and how far through my monthly quota of data and text messages I am. It works well for me because they have taken some underlying data about my account, put it through some pre-processing to provide some plain-English conclusions, and presented it on the web conveniently formatted so that I can interpret its meaning. Instead, imagine if they did transparency and self-service as we sometimes do in software delivery and just told me that all the data is there - the same artifacts that they use internally are open to me - and I must draw my own conclusions from some raw material. I guess I would install toad, connect up to their DB, select my rows from the billing table, join that with my rows from the metering table, and dump them into a view that showed me a current bill value along with my unused quota of texts etc. A few of us out there would probably quite like this alternative but, nonetheless, we have to agree that it is unlikely to be a level of service that the majority of O2's customers are going to be happy with let alone know how to use.
So what can we do differently?
Try to aggregate and simplify a bit for your stakeholders; provide just a little more interpretation and presentation on top of the solid data you already keep and it will be much easier for non-techies to make sense of. As long as you are not misrepresenting the underlying facts (easy to do unintentionally whenever summarising data for consumption by others) you'll probably find that your business partners will refer to that as the 'transparency' you've been trying to achieve and they'll thank you dearly for it.
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