This is a story about amazing customer service being undermined by poor software, in the form of simplistic business rules and fragile systems. I am telling it because I made a promise to someone who features prominently in the story, and whose manager should be aware just how fantastic their staff are, and just how much their poorly designed computer systems and cost-cutting are letting their company down.
Modern Scrum is a certification-laden minefield of detailed practises and roles. To legitimately describe oneself as a Scrum Master or Product Owner involves an expensive two day certification class taught by someone who in turn took an eye-wateringly expensive Scrum Trainer class, from one of the competing factions of “Professional” or “Certified” (but ironically not both) schools of Scrum training. But it was not always so.
A question came up on the BDD list recently, and based on feedback I thought it would be useful to post my answer to a wider audience.
Some software teams get stuck because their business users don’t realise they need to make time to take delivery of features they’ve requested. Over time their User Acceptance Testing backlog increases to the point where the team’s throughput virtually stalls.