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In “Creating Customer-Centric Social Media Teams Using Agile,”\u00a0Christoph Dibbern tackles a myriad of challenges that were plaguing a social media-based organization \u2013 lack of prioritization, no organizational refactoring, and a lack of shared values. These challenges created an unproductive and unhealthy environment, where mistrust and misalignment were common and innovation was stifled. Utilizing Scrum@Scale, the organization was able to align around a customer-centric focus, work as a cohesive unit, and deliver high quality results to customers faster.<\/p>\n
[\/et_pb_text][\/et_pb_column][et_pb_column type=”2_5″ _builder_version=”3.25″ custom_padding=”|||” _i=”1″ _address=”0.0.1″ custom_padding__hover=”|||”][et_pb_cta title=”CASE STUDY SNAPSHOT” disabled_on=”on|on|off” admin_label=”Call To Action” _builder_version=”3.27.3″ header_font=”Poppins|600||on|||||” header_font_size=”18px” header_line_height=”1.8em” body_font=”Open Sans||||||||” body_font_size=”16px” body_line_height=”2em” background_color=”#ffffff” border_radii=”on|10px|10px|10px|10px” button_icon=”%%22%%” button_icon_color=”#ffffff” button_on_hover=”off” button_alignment=”left” box_shadow_style=”preset3″ box_shadow_vertical=”30px” box_shadow_blur=”40px” box_shadow_color=”rgba(11,9,26,0.1)” text_orientation=”left” background_layout=”light” max_width_phone=”100%” max_width_last_edited=”on|desktop” custom_margin=”||||false|false” custom_margin_tablet=”-46px||28px|39px|false|false” custom_margin_phone=”0px||0px|0px|false|false” custom_margin_last_edited=”on|phone” custom_padding=”||||false|false” animation_direction=”top” hover_transition_duration=”0ms” locked=”off” _i=”0″ _address=”0.0.1.0″ button_text_size__hover_enabled=”off” button_one_text_size__hover_enabled=”off” button_two_text_size__hover_enabled=”off” button_text_color__hover_enabled=”off” button_one_text_color__hover_enabled=”off” button_two_text_color__hover_enabled=”off” button_border_width__hover_enabled=”off” button_one_border_width__hover_enabled=”off” button_two_border_width__hover_enabled=”off” button_border_color__hover_enabled=”off” button_one_border_color__hover_enabled=”off” button_two_border_color__hover_enabled=”off” button_border_radius__hover_enabled=”off” button_one_border_radius__hover_enabled=”off” button_two_border_radius__hover_enabled=”off” button_letter_spacing__hover_enabled=”off” button_one_letter_spacing__hover_enabled=”off” button_two_letter_spacing__hover_enabled=”off” button_bg_color__hover_enabled=”off” button_one_bg_color__hover_enabled=”off” button_two_bg_color__hover_enabled=”off” button_bg_enable_color=”on”]Trainer Name:<\/strong>\u00a0Christoph Dibbern In Scrum@Scale<\/a>, a minimum viable bureaucracy (MVB) allows an organization to speed up, increase creativity and innovation, and immediately improve product quality by focusing attention on customer needs instead of internal processes and barriers.<\/p>\n By operating with small, holistic teams and teams of teams and rooting firmly in Agile values and principles, organizations are proven to make faster decisions and operate with a customer-centric mindset. As Daniel Pink points out in his book “Drive,” self-sufficient, self-managed teams experience greater alignment, increased happiness, and deliver stronger customer outcomes.<\/p>\n This case study offers a holistic view of a scaled architecture of an IT and finance focused social media organization charged with providing high-quality content for their customers. This company has approximately 800 employees and employs five teams of 62 bloggers.[\/et_pb_text][et_pb_text ul_position=”inside” ul_item_indent=”20px” admin_label=”Write up” _builder_version=”3.27.3″ text_font_size=”16px” text_line_height=”1.6em” ul_font_size=”16px” ul_line_height=”1.8em” header_2_font=”Open Sans|700|||||||” header_2_text_align=”left” header_2_font_size=”28px” header_2_line_height=”2em” header_3_font=”Open Sans|700|||||||” header_3_font_size=”18px” _i=”1″ _address=”2.0.0.1″]<\/p>\n Initially, teams were not prioritizing appropriately, which resulted in misalignment.\u200a Due to the lack of prioritization, there was insufficient continuous improvement inside the teams and between the teams and nearly no organizational refactoring. Team members were often speaking over each other during meetings, were unable to align to a common strategy, and did not collaborate effectively. Finally, and perhaps most importantly, a lack of shared values between the new cross-functional teams resulted in mistrust, and teams did not have the psychological safety necessary to offer up creative, out of the box solutions.[\/et_pb_text][et_pb_text ul_position=”inside” ul_item_indent=”20px” admin_label=”Write up” _builder_version=”3.27.3″ text_font_size=”16px” text_line_height=”1.6em” ul_font_size=”16px” ul_line_height=”1.8em” header_2_font=”Open Sans|700|||||||” header_2_text_align=”left” header_2_font_size=”28px” header_2_line_height=”2em” header_3_font=”Open Sans|700|||||||” header_3_font_size=”18px” _i=”2″ _address=”2.0.0.2″]<\/p>\n The teams recognized the need to change and turned to the Scrum@Scale framework. First, they outlined major objectives for each challenge. To address the lack of prioritization, the teams hypothesized that creating a shared definition of done (DoD) would enable the organization to think more holistically while fostering a common value around customer-centric awareness. The second objective was to create a team of teams and introduce a product owner cycle<\/a> that would:<\/p>\n Finally, the teams introduced and encouraged the Scrum values of commitment, focus, openness, respect, and courage inside of the team of teams and within internal stakeholder interactions.<\/p>\n Christoph created an ordered transformation backlog to focus on the most relevant activities first (see image below). The transformation was driven by an Executive Action Team (EAT)<\/a>.[\/et_pb_text][et_pb_text ul_position=”inside” ul_item_indent=”20px” admin_label=”Write up” _builder_version=”3.27.3″ text_font_size=”16px” text_line_height=”1.6em” ul_font_size=”16px” ul_line_height=”1.8em” header_2_font=”Open Sans|700|||||||” header_2_text_align=”left” header_2_font_size=”28px” header_2_line_height=”2em” header_3_font=”Open Sans|700|||||||” header_3_font_size=”18px” _i=”3″ _address=”2.0.0.3″]The team\u2019s primary goal was to: \u201cMaximize<\/strong> the social media experience and customer<\/strong> happiness<\/strong> for our common PPI Finance IT publications.\u201d<\/p>\n The transformation backlog was comprised of the following five ordered steps:<\/p>\n
\nIndustry: <\/strong>Social Media (IT\/Finance focus)
\nOrganization Size: <\/strong>Large
\nTopic: <\/strong>Cross-Team Coordination, Delivery & Velocity, Organizational Refactoring, Prioritization, Team Process
\nDate:<\/strong> 2023
\nLinkedIn:\u00a0<\/strong>https:\/\/de.linkedin.com\/in\/christoph-dibbern-8b184b99<\/a>
\nWebsite:\u00a0https:\/\/christophdibbern.medium.com\/<\/a>[\/et_pb_cta][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”3.27.3″ min_height=”786.5px” custom_padding=”||||false|false” bottom_divider_color=”#cc0000″ bottom_divider_height=”50px” link_option_url=”https:\/\/youtu.be\/QtZnafhhpOM” fb_built=”1″ _i=”1″ _address=”1″][et_pb_row _builder_version=”3.27.3″ custom_padding=”1px||||false|false” _i=”0″ _address=”1.0″][et_pb_column type=”4_4″ _builder_version=”3.27.3″ _i=”0″ _address=”1.0.0″][et_pb_button button_url=”https:\/\/www.scrumatscale.com\/wp-content\/uploads\/2024\/05\/Case-Study_Christoph-Dibbern.pdf” url_new_window=”on” button_text=”Download PDF Version of Case Study” button_alignment=”center” _builder_version=”3.27.3″ custom_button=”on” button_text_color=”#ffffff” button_bg_color=”#cc0000″ button_border_color=”rgba(0,0,0,0)” custom_margin=”||||false|false” custom_padding=”||||false|false” button_bg_enable_color=”on” _i=”0″ _address=”1.0.0.0″][\/et_pb_button][et_pb_button button_url=”https:\/\/www.scrumatscale.com\/wp-content\/uploads\/2024\/05\/Christoph-Dibbern-Case-Study.pdf” url_new_window=”on” button_text=”Download Slides” button_alignment=”center” _builder_version=”3.27.3″ custom_button=”on” button_text_color=”#ffffff” button_bg_color=”#cc0000″ button_border_color=”rgba(0,0,0,0)” custom_margin=”||||false|false” custom_padding=”||||false|false” button_bg_enable_color=”on” _i=”1″ _address=”1.0.0.1″][\/et_pb_button][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”3.27.3″ _i=”1″ _address=”1.1″][et_pb_column type=”4_4″ _builder_version=”3.27.3″ _i=”0″ _address=”1.1.0″][et_pb_divider color=”#cc0000″ divider_weight=”2px” _builder_version=”3.27.3″ width=”20%” module_alignment=”center” _i=”0″ _address=”1.1.0.0″][\/et_pb_divider][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=”3.27.3″ _i=”2″ _address=”1.2″][et_pb_column type=”4_4″ _builder_version=”3.27.3″ _i=”0″ _address=”1.2.0″][et_pb_image src=”https:\/\/www.scrumatscale.com\/wp-content\/uploads\/2024\/05\/Christoph-Dibbern-Case-Study.png” show_in_lightbox=”on” _builder_version=”3.27.3″ hover_enabled=”0″ _i=”0″ _address=”1.2.0.0″ align=”center”][\/et_pb_image][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Case Studies” _builder_version=”3.27.3″ background_color=”#fafafc” min_height=”718px” custom_padding=”|0px|0px|0px|false|false” fb_built=”1″ _i=”2″ _address=”2″][et_pb_row _builder_version=”3.27.3″ custom_padding=”|||0px||” locked=”off” _i=”0″ _address=”2.0″][et_pb_column type=”4_4″ _builder_version=”3.25″ custom_padding=”|||” _i=”0″ _address=”2.0.0″ custom_padding__hover=”|||”][et_pb_text ul_position=”inside” ul_item_indent=”20px” admin_label=”Write up” _builder_version=”3.27.3″ text_font_size=”16px” text_line_height=”1.6em” ul_font_size=”16px” ul_line_height=”1.8em” header_2_font=”Open Sans|700|||||||” header_2_text_align=”left” header_2_font_size=”28px” header_2_line_height=”2em” header_3_font=”Open Sans|700|||||||” header_3_font_size=”18px” _i=”0″ _address=”2.0.0.0″]<\/p>\nCase Study \u00a0<\/span><\/strong>\u00a0<\/strong><\/h2>\n
Creating Customer-Centric Social Media Teams Using Agile<\/b><\/h3>\n
Top Challenges:\u00a0<\/b><\/h4>\n
The Solution<\/b><\/h4>\n
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The Application of Scrum@Scale<\/b><\/h4>\n
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