The doctor is "in" - Using the office hours concept to make limited resources most effective

Salesforce.com's Technology organization transitioned over 30 product teams from a waterfall development process to an agile development process. After this transition, it was evident that shared resources, such as user experience and product documentation professionals, could not support as many teams as they had in the past using a waterfall process. As a result, shared resources were assigned to fewer teams, which left some teams without designated team members for product documentation and user experience. This report highlights how salesforce.com has adopted the concept of office hours in order to make these limited, shared resources most effective and to support teams that do not have a designated resource for user experience or product documentation.