Improving hybrid software business : quality culture, cycle-time and multi-team agile management

Abstract

Software delivery organizations are often the heart of new business models that deliver novel competitive advantages. However, when the business model is in place and a strategic advantage has been achieved, there is still room to improve the operational excellence. This two-phase dissertation research investigated how software-producing organizations can be analyzed and operations improved depending on contextual circumstances. Firstly, tools for understanding the context of a software business were explored. Case study to conceptualize the business model's revenue streams was conducted, and startups were compared to established organization. Secondly, design science was employed to construct a cycle-time based metrics framework, and action research interventions improved an agile multi-team software-producing organization. Datasets from semi-structured interviews (n=12, 23, and 41) were collected as well as time-stamp, and quality measures. The findings indicate that an analysis of the established business model from the viewpoint of revenue streams is useful. Differences across types of businesses were unveiled through the business model lens, and an understanding of context was important to aim improvements. Cycle-time metrics analysis was shown to produce actionable improvement ideas, such as promotion of fast customer adoption of new features and release-window redesign. Multi-team organization with hybrid business model had issues with cross-team communication and quality. Issues were fixed through interventions such as joint planning events, visual management improvements, domain team stability, quality culture promotion, and code review enforcement. This resulted in significant reduction in defects and better employee satisfaction. As a result of this research, the empirical understanding increased about how the context influences the recommended improvements. In conclusion, differences in various maturity level businesses, and their business model have an influence on the benefits gained from operational choices and contextual adaptation is key. Still, there might be some generally recommended tactical choices for the software producing organization: ensuring team stability to allow learning, providing adequate communication structures for scaling, adopting cycle-time based metrics for effectiveness, and creating a culture that values quality.