10 PROJECT IN FOCUS Photography: Robin Kuijs BOSKALIS BESPOKE WORK BENEFITS FROM SCRUM
Nov 01, 2014
10 PROJECT IN FOCUS Photography: Robin Kuijs
BOSKALIS BESPOKE WORK BENEFITS FROM SCRUM
PROJECT IN FOCUS 11 Text: Timme Hos
Meeting unique needs with TOPdesk bespoke workTOPdesk is a standardized application. How-
ever, some customers require bespoke work
to meet their unique needs. Common bespoke
work includes adjustments to the Self Ser-
vice Desk to ensure it meets the customer’s
requirements and matches the corporate
identity. TOPdesk’s Bespoke Work department
steps in when such custom software is needed.
Bespoke work is usually created using the
so-called waterfall method. First of all, a func-
tional design is created. This design is then
actualized and delivered. Once completed, the
bespoke work is installed and accompanying
instructions are provided. If new ideas, wishes
or insights arise during the process, it is not
unusual to return to the design phase. This
is not necessarily a problem, but the Scrum
method is an excellent alternative if you wish
to optimally benefit from such insights during
the process.
The benefits of ScrumThe Scrum method has gained popularity
among software developers in recent years.
The method involves working in multidisci-
plinary teams for short periods (sprints) to
deliver a functional product. The first step is
formulating the wishes and requirements.
These are added to a list (the Product Backlog)
and created during the sprints.
Advantages to sprints include the short
duration, concrete goals and always having a
functional end product (component). The new
product is presented to the customer after
each sprint. This means that the customer
can immediately pass on any new wishes and
requirements to be added to the backlog.
Working in sprints also reduces the product’s
error sensitivity. You can easily test intermedi-
ate products, thereby eliminating any incor-
rect assumptions. The products delivered are
smaller, more manageable and easier to test.
Scrum fans at Boskalis and TOPdeskOnce TOPdesk was successfully implemented
at Boskalis, it was time for phase two, spear-
headed by the new Self Service Desk. Boskalis
required bespoke work comprising custom
forms and adjustments to the look and feel.
Walther Berk and Miriam van Kalsbeek col-
laborated with Boskalis’ manager of applica-
tion management, Christiaan Kooijman, to
implement the SSD bespoke work. The Self
Service Desk’s standard options were not suf-
ficient for Boskalis’ envisioned broad applica-
tion of the module. TOPdesk decided to offer
forms that would enable the users to log
calls and request services. The decision to
use Scrum for this project was soon made.
“Christiaan Kooijman was a big fan of Scrum,
so it was the customer taking the initiative,”
explains Van Kalsbeek. “I had already worked
according to Scrum at TOPdesk, so it seemed
fun and challenging to use this approach.”
Berk was responsible for the day-to-day man-
agement of the project. “TOPdesk had always
used the basics of Scrum,” says Berk. “But
Project coordinator Walther Berk and consultant Miriam van Kalsbeek used the Scrum method to implement Self Service Desk bespoke work at Boskalis. The Scrum method creates opportunities to adjust plans based on insights gained during the process. This flexibility has allowed Boskalis to reap the benefits of an SSD complete with tailor-made forms.
Walther Berk
ABOUT HALF OF ALL CALLS ARE LOGGED VIA THE NEW WEB INTERFACE
Walther Berk
Boskalis’ SSD interface matches their corporate identity
now we really stuck to the principles, with a
clear testing period and a comprehensive Bos-
kalis project group providing continuous input.
Progressive insight It initially took Van Kalsbeek and the team at
Boskalis a lot of time to take stock of all the
wishes for the new SSD. “It was a full-time
job, but it left me well prepared,” says Van
Kalsbeek. “The people involved at Boskalis
used numbers to indicate a point’s impor-
tance. It turned out that things that were con-
sidered important on the first day did not need
to be made after all due to shifting priorities.”
Boskalis formulated the assignment based
on paper forms to indicate which forms they
wanted for the new SSD. These forms had to be
processed in TOPdesk. “Many other forms were
also made because we worked according to
Scrum,” says Van Kalsbeek. “It turned out that
those were the forms Boskalis really needed.”
That is the great advantage to Scrum, as
Berk explains. “After a sprint, Boskalis could see
that something worked, and that they could
use it for other processes. It really took off and
gave the customer ideas for other forms.”
Excellent results, more involvementBoskalis now has a Self Service Desk with the
desired look and feel, as well as the forms they
need. “They use the TOPdesk bespoke work
very intensively,” says Berk. “About half of all
calls are logged via the new web interface.
The results are great and meet the customer’s
needs, thanks in part to the many feedback
moments.”
An additional advantage to using the Scrum
method is the that there is a high degree of
support and involvement among the Boskalis
employees. “They invested a lot of time in this
project and therefore had a lot of influence on
the final results,” explains Berk.
Van Kalsbeek agrees. “Three large depart-
ments were involved in the implementation.
Two or three people from each department
assessed the results and added new ideas to
the backlog.” This resulted in a critical atti-
tude, which attests to the customer’s involve-
ment. “There were a number of tough meet-
ings, but that just shows how important it
was to them.”
12 PROJECT IN FOCUS Photography: Robin Kuijs
Interested in TOPdesk bespoke work?The Self Service Desk module uses the
TOPdesk layout by default. However, you
can use a look and feel adjustment to have
the Self Service Desk match your intranet
or website. It is also possible to adjust the
terminology to match your organization’s
preferences. Please contact your account
manager for more information.
THANKS TO SCRUM, WE MADE FORMS THAT BOSKALIS REALLY NEEDED
Miriam van Kalsbeek
Miriam van Kalsbeek