Chapter 16. ePlan Services

ePlan Services is a 401(k) retirement pension service provider based in Denver, Colorado. It’s a technology-driven business, relying heavily on an effective software delivery process. According to Lisa Crispin, an agile tester who works there, they use living documentation to deal with a complex domain and to facilitate the transfer of knowledge both for software development and for business operations.

The business model of the company is to offer services to small employers, which benefit from a cheaper cost of operation, resulting in a significant competitive advantage. Business process automation is a key factor. In 2003, they realized that their software delivery process would have to change to support the business. ...

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