A Product Configuration System (PCS) is a software system that facilitates the sales and production processes of defined customizable products. PCS are specific software developments in the sense that they are knowledge-intensive so that they require models to formalize the complex knowledge inherent to product configurations also leading to dependencies between software functionalities. Scrum is a widely used agile method, but its training has been the subject of little research. Model-driven development implicitly impacts the way development is conducted especially when adopting an agile method as Scrum. This paper, as exploratory research, evaluates Scrum training for PCS projects through a qualitative case study. The goal is to identify the elements that should be focused on within Scrum background training. This research first studies and assesses the training experiences at the case company. Then, it reports on respondents’ opinions about the strengths and challenges of applying Scrum in the mentioned context. The latter is based on multiple data sources: documentation, interviews, participant observations, and workshops. Issues in applicability lead to enhanced training support for learning how to (i) combine Scrum with the model-driven approach inherently required within PCS development, (ii) manage time and effort estimation on the basis of accurate artifacts and (iii) access key employees possessing domain or specific technical knowledge indispensable for pursuing the development.

The image of workflow systems as being context-insensitive technology, hindering rather than supporting people in performing their work may still exist at present. This impression is also raised in the well-known and often cited case study within Establishment Printers. Using this case as a starting point, this paper presents an analysis of more recent workflow implementations to support the view that modern workflow systems are widely applied in the services industry and are considered useful by performers to support their way of working. In cases where the introduction of workflow technology initially disrupted the flow of work, a wide range of configuration options was available to mend such situations. A detailed analysis of a workflow implementation in a Belgian financial organization clearly shows that re-configuration decisions, like a finer step granularity, can transform a pre-structured production-type workflow system into a flexible application allowing and supporting a smooth flow of work.