Use of Appreciative Inquiry in Successful Process Improvement - An Action Research Study

Traditionally, software processes improvement (SPI) has been approached from a problem-oriented perspective, focusing on diagnosing and solving problems using methods such as the IDEAL model and DMAIC. In contrast, appreciative inquiry is an approach that focuses on what is best in an organization in order to further develop this to create a better future. It is, therefore, interesting to explore if and how software organizations familiar with problemsolving approaches can benefit from using appreciative inquiry. In this paper, 182 Part 3: Software Process Improvement we present an action research study conducted at the telecom company Ericsson in Sweden. Appreciative inquiry was used to facilitate an SPI initiative implementing a new process and tool for requirements and test case management. While the SPI initiative was considered successful, important lessons were learned regarding the application of appreciative inquiry. We conclude that the use of appreciative inquiry does not eliminate the dependence of other well-known key factors for SPI success. Also, the study indicates that the preference and satisfaction of problem-solving among individuals familiar with problem-oriented approaches may impede the use of appreciative inquiry.