Kanban Cadences and Information Flow€¦ · Scaling Principles 1. Scale out in a service-oriented...
Transcript of Kanban Cadences and Information Flow€¦ · Scaling Principles 1. Scale out in a service-oriented...
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CertifiedTraining
KanbanCadencesandInformationFlow
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HowdoesKanbanwork?Observethecurrentsituationincludingperformanceandservicedeliveryexpectations
Identifyrisksandpainpointsandimprovementopportunities
Applytechniquestoadjusthowwemanagedemandandcapabilitytomeetexpectationsofourcustomers
Measuretoseetheresult
TechniquestoapplyincludeWIPlimitsClassofserviceCapacityallocationDecoupledcommitmentReversiblecommitmentSystemLiquidityFlowEfficiencyBottleneckmanagementDependencymanagementVariabilitytypemanagementmore++
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ESPManagementSystem
Acompletemanagementsystemforimprovingcommunication,collaboration,anddecisionmakingacrossanorganization.
ESPgivestheorganizationawaytorespondfasterwithgreaterbusinessagility.
ESPcoordinatesstrategicinitiativeswithcurrentcapabilitytodeliver
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ElementsofEnterpriseServicesPlanning
KanbanFeedbackLoops:CadencesProbabilisticForecastingRiskManagementShapeDemandandImproveCapability
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WhataretheactivitiesofESPCadencesInformationFlow?
Takedataandotherinputcollectedfromeachkanbansystem
Observesignalsthatadjustmenttothesystemisneeded▪ Youaren’tdeliveringworkwhenyoupromisedit▪ Yourcustomerhassomenewdissatisfactionornewrequest
Or,considercurrentstatusanddecidehowtomoveforward▪ Whatworkisreadytobedelivered?Whatshouldbepullednext?▪ Howcanwecopewithanewcompetingproduct?
Discussanddecideonactions▪ Policychanges▪ Applytechniquestoshapedemandormodifycapacity▪ etc
Communicatedecisions
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TreateachserviceseparatelyDe
mand
ObservedCapability
Dema
nd
Dema
nd
ObservedCapability
ObservedCapability
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ESPFeedbackLoops
MechanismtoConsiderexistingoutcomes
Comparethemtodesiredoutcomes
Isourcurrentservicedelivery“fitforpurpose”intheeyesofourcustomers?Isourcurrentcapabilitydrivingourstrategicgoalsasabusiness?
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ScalingPrinciples
1. Scaleoutinaservice-orientedfashiononeserviceatatime2. DesigneachkanbansystemfromfirstprinciplesusingSTATIK,donot
attempttodesignagrandsolutionatenterprisescale
3. UsetheKanbanCadencesasthemanagementsystemthatenablesbalance,leadingtobetterenterpriseservicesdelivery.
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Strategy Review
Risk Review
Monthly
Service Delivery Review
Bi-WeeklyQuarterly
Kanban Meeting
Daily
Operations Review
Monthly
Replenishment/ Commitment
MeetingWeekly
Delivery Planning Meeting
Perdeliverycadence
change change
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KanbanCadencesDoing things better
Focus on Service Delivery
Doing the right
things
Getting things done!
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Strategy Review
Risk Review
Monthly
Service Delivery Review
Bi-WeeklyQuarterly
Kanban Meeting
Daily
Operations Review
Monthly
Replenishment/ Commitment
MeetingWeekly
Delivery Planning Meeting
Perdeliverycadence
change change
change
change
change
change
change change
change
info
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infoinfo
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change info
KanbanCadences
Focus on Service DeliveryService Delivery Set
Improvement/Evolutionary Set
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FlowofInformationandChange
Flowofchanges• ActionsandDecisionsmadeatonemeetingthatwillhaveadirecteffectondatareviewed,capabilityobservedanddiscussionsheldinothermeetings.
changeinfo
Flowofinformation• Informationdeliveredfromonefeedbackmechanismtoanother.Theinformationisconsideredforpossibledecisions.
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KanbanRolesAreEmergingReady
for Engin- eering
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Comm-itted
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Development
Done3
JK
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Testing
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Requi- rements Analysis
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Risk Analysis
4824-
Pool of
Ideas∞
Service Delivery ManagerService Request Manager
Discarded
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Marshals Options Manages Flow
Done
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Thefollowingmeetingdescriptionsarejusttypicalconfigurations!
Youshouldadjustfrequencycadence,duration,attendeesbasedonyourorganization’sneeds.Youarelikelytoadjustthemovertime.
Caution!
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ReplenishmentMeeting
Purpose:Todecidewhattoselectfromthepoolofoptions,committonext,andtoreplenishtheinputbufferfortheKanbansystemCadence:WeeklyDuration:20to30minutesParticipants:Theservicedeliverymanagerorthepersonresponsibleforfacilitatingthedeliveryplanningmeeting;togetherwithservicedeliverypersonnelwhocanassesstechnicalanddependencyriskandadviseonscheduling,sequencingandbatchingofitemsInputs:ObservationsfromKanbanMeetingsandServiceDeliveryReviewsmayresultinchangestobehavioratReplenishmentMeetings.DecisionsfromStrategyReviewsuchaspolicychangesandportfoliochanges.Outputs:DecisionsregardingwhattopullnextplussystemchangessenttotheDailyKanbanMeeting
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ReplenishmentMeeting
Activities/DiscussionWhat’snewsincethelastmeeting?Inspectanysubmissionstothepoolofoptions/ideas,orthe“readyfordelivery”bufferEnsurethatitemsthatareavailableforselectionarecorrectlyclassifiedforriskandrequestedclassesofserviceareappropriate.CorrectanymistakesHowmanykanbanslotsareavailableandofwhattype/class?Whatkanbansignalsdowehave?Filtertheavailablepoolofoptionsbytype,class,schedulewindowtogainaninitiallistofcandidatesforselectionAskstakeholderstoselectashortlistofcandidatesbasedoninitialfilteringGiventheanticipatedleadtime,isitpossibletoformaconsensusonthemostimportantitemsforselection?If,notarrangetovoteforselection
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ReplenishmentMeetingExample
ObservationsfromKanbanMeetingsandServiceDeliveryReviewsmayresultinchangestobehavioratReplenishmentMeetings.
Forexample,ahighdiscardrateresultinginworkitemsbeingmovedtothe“trashcan”hasbeenshowntochangestakeholderbehaviorandresultinatighteningofthe“definitionofready”usedtoassertthataworkitemisavailableforselectionattheReplenishmentMeeting.
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KanbanMeeting
Purpose:Toobserveandtrackthestatusofthework(nottheworkers).Toobservetheflowofwork.Cadence:DailyDuration:10-20minutesParticipants:Theimmediateservicegrouporteamdoingthework(4-50people).FacilitatedbyServiceDeliveryManagerInputs:DecisionsfromReplenishmentMeetingandfromDeliveryPlanningMeeting.DecisionsandnewinitiativesfromStrategyReview.Outputs:ProgressreportedtoDeliveryPlanningMeetingandtoServiceDeliveryReview
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KanbanMeeting
Activities:Boardwillshowthestateofworkandwhetheritisactivelybeingworkedon,isqueuingorisblockedorwaitingforsomeotherreason.TheServiceDeliveryManagerwill“walktheboard”iteratingacrosstheticketsfromright(mostclosetocompletion)toleft(mostrecentlystarted).TheSDManagermaysolicitastatusupdateonaticketorsimplyaskifthereisanyadditionalinformationthatisnotontheboardandmaynotbeknowntotheteam.Attentionisgiventoitemsblockedordelayed.Theteamwilldiscussbrieflywhoisworkinganissueandwhenitwillberesolved.Therewillalsobeacallforanyotherblockingissuesthatarenotontheboardandforanyonewhoneedshelptospeakup.
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KanbanMeeting
Morematureteamsmayonlydiscussblockeditems,andnotdiscusseveryticketontheboard.TheServiceDeliveryManagermusttakeresponsibilityforresolutionofblockingissues.Theywillaskwhoisassignedtoresolveitandwhenwillitberesolved.Clearlydefinedescalationpathsandpoliciesareimportantforunresolvedissues.
AfterMeeting:TheparticipantsspontaneouslymeetaroundanissueorproblemobservedduringtheKanbanMeeting.Theirgoalistodiscussitandseekresolution.HappensimmediatelyaftertheDailyKanbanMeeting.
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DeliveryPlanningMeeting
Purpose:Toplandownstreamdeliveryandformadeliverymanifest.Cadence:Varies,basedondeliverycadenceDuration:1-2hoursParticipants:FacilitatedbythepersonplayingtheroleofServiceDeliveryManager.Anyotherinterestedpartiesshouldbeinvitedincludingthosewhoreceiveandacceptthedelivery,andanyoneinvolvedinthelogisticsofmakingadelivery.Specialistsarepresentfortheirtechnicalknowledgeandrisk-assessmentcapabilities.Managersarepresentsothatdecisionscanbemade.Inputs:InformationfromDailyKanbanMeetingonwhichitemsarepotentiallyavailabletodeliver.RiskconsiderationsfromRiskReviewwhichmightaffectdeliverydecisions.Outputs:Decisionsonwhichitemstodeliver,communicatedtoDailyKanbanMeeting.InformationonissueswithdeliverysenttoRiskReview.
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DeliveryPlanningMeeting
Discussion(Kata)Whichitemsinthesystemare(orwillbe)readyforrelease?Whatisrequiredtoactuallyreleaseeachitemtoproduction?Whattestingwillberequiredpost-releasetovalidatetheintegrityofproductionsystems?Whatrisksareinvolved?Howaretheserisksbeingmitigated?Whatcontingencyplansarerequired?Whoneedstobeinvolvedinthereleaseandpresentduringthepushtoproduction(orotherdeliverymechanism)?Howlongwillthereleasetake?Whatotherlogisticswillbeinvolved?
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TestReady
FNK
M
L J
F
Forecastticketscompletedfordelivery
HE
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A
IG
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Discarded
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IdeasDev
Ready5
Ongoing
Development Testing
Done3 35
UATDelivery Ready
∞ ∞
100% confidence
70+% confidence
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TestReady
FNK
M
L J
F
Boostclassofserviceonmarginaltickets toensuredelivery
HE
C
A
G
D
Discarded
I
IdeasDev
Ready5
Ongoing
Development Testing
Done3 35
UATDelivery Ready
∞ ∞
100% confidence
Fixed date CoS provides 100% confidence
I
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DeliveryPlanningDailyKanbanMeeting
Ask“whichitems[fromtheKanbanboard]dowebelievewillbecompletedintimefordeliveryon[deliverydate]?”ThiscanbedoneusingMonteCarlosimulationbuiltintohighqualityKanbansoftwaretools,oritcanbedoneinamorequalitativemannerbyaskingteammembershowthingsareflowing.Inthissituation,allitemscommittedfordeliveryatDeliveryPlanningeffectivelybecomefixeddeliverydateclassofserviceitems.Ideallythisshouldbemadeexplicitandvisualizedappropriately.Asaconsequencethequeuingdisciplineonthekanbanboardisaffected.Whatandhowworkersatthekanbanboardchoosepullitemswillbechangedforatemporaryperioduntilthedeliveryismadefromthesystemtothecustomer(s).
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DoingtheRightThingsandDoingThingsRight:TheImprovementSet
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StrategyReview
Purpose:AreweinthebusinesswewanttobeinANDdowehavethecapabilitytobeinthatbusiness?Areourgoalsachievable?Cadence:QuarterlyDuration:½dayParticipants:Customer-facingstaff;seniorleaders;productandportfoliomanagersInput:CurrentcapabilityinformationfromServiceDeliveryReviewandOpsReview.AlsoinformedbyinputfromReplenishmentmeetings,mostlikelyrelatedtobusinessrisk,capacityallocationordemandshapingpolicy.Inputfromcustomer-facingstaff.Output:NewinformationanddecisionsbroughtintoOperationsReviewandServiceDeliveryReviewwith“fitnessforpurpose”informationandKPIs(KeyPerformanceIndicatormetrics).
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StrategyReview,example
Example1Existingstrategypursuesseasonal,short-shelflifeopportunitieswithfixeddeliverydates.Currentcapability:leadtimesaretoolongandhighlyunpredictable.Asaresult,manyopportunitiesaremissedpartiallyorcompletely.
Decisionmaybemadetoreadjusttheallocationoftheportfolioformoremediumandlong-termopportunitiesbettersuitedtocurrentcapability.
Example2Customer-facingstaffreportsonreasonswhycustomersorderfromus.Clusterthenarrativesandcomparewithexistingmarketsegmentation.Makeadjustmentsifnewcustomersegmentshaveappeared.
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ServiceDeliveryReview
Purpose:Lookatwhetherwearedeliveringaccordingtocustomerexpectations.Looksatasinglekanbanboard.
• Comparecurrentcapabilitiesagainstfitnesscriteriametricsandseektobalancedemandagainstcapabilityandhedgeriskappropriately.
Cadence:TwiceamonthDuration:½hour
Participants:ConductedbytheServiceDeliveryManager(SDM)oftenincludesServiceRequestManager,customersandotherexternalstakeholderstogetherwithrepresentativesofthedeliveryteam
Inputs:ProgressanddatafromDailyKanbanMeeting;DecisionsfromOperationsReview.ActionsfromRiskReview.Outputs:FindingsreportedatOperationsReview.
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ServiceDeliveryReview
ActivityAfocuseddiscussionaboutsystemcapabilityReviewagainstfitnesscriteriametrics,e.g.currentcapabilityversusleadtimeSLAwith60day,85%on-timetargetDiscussshortfallsagainst(customer)expectations.Analyzeforassignable/specialcauseversuschance/commoncauseDiscussoptionsforriskmitigation&reductionorsystemdesignchangestoimproveobservedcapabilityagainstexpectationsWhatservicesdowecurrentlyprovide?Whichservicerequests/workitemstypesdoweaccept?Whataretheservicelevelexpectationsofeachworkitemtype?
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ServiceDeliveryReview
DiscussionWhatisourcurrentcapabilitytodeliveryeachtype?LeadtimedistributionDeliveryRateSystemLiquidityLevelTransactionvolume,volatility,immediacyFlowefficiencyQualityDelayRisk(fromblocker)aslikelihoodandimpactServicelevelexpectation,duedateperformanceQuestionsrelatingtoprocessimprovementWhathaveyourteamachievedsincelastmeeting?Whatdoyouneedhelpwithfromacolleague?Whatdoyouneedhelpwithfromthesupervisororservicedeliverymanager?Doesitneedescalated?
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ServiceDeliveryReview,example
DiscoveryfromServiceDeliveryReview
IttherewerealotofFixedDateitemsbutalongtailinleadtimedistributionthenthecustomermightchoosetoschedulethefixeddateitemsearlierortoreducethequantityofFixedDateitemsbychangingtheirstrategy.
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OperationsReview
Purpose:“SystemsofSystems”levelreview.Disciplinedreviewofdemandandcapabilityforeachkanbansystemwithaparticularfocusondependenciesanddependenteffects.Cadence:MonthlyDuration:2hoursParticipants:ServiceDeliveryManagerandServiceRequestManagerforeachkanbansystem.Seniormanagement.Seniorbusinessownersorcustomerrepresentatives.Downstreammid-levelmanagers.Functionalmanagersandseniorindividualcontributorsrepresentingeachkanbansystem.ProductMgr,PortfolioMgr,ProjectMgr.
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Inputs:SummaryfindingsfromServiceDeliveryReviewsforallkanbansystemsinthenetwork.BusinessperformanceinformationfromStrategyReviewsuchasfinancialreports,customersatisfactionsurveys.OngoingimprovementinitiativesfromRiskReviewaboutsystem-widechanges.Outputs:Alistofimprovementsuggestions/actions/decisionsorrequiredchangestostrategywithdesignatedownerssenttoServiceDeliveryReviewandtoStrategyReview.Dependentimpactontailriskforaleadtimedistribution,toRiskReview,toinformprioritizingrisksforreductionmitigationorcontingencyplanning.
OperationsReview
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OperationsReview
Activity/DiscussionLookatperformance,capability,anddependenciesbetweenmultiplekanbansystemsDependenciesunderstood.InterdependenteffectsexposedKaizeneventssuggestedbyattendeesImprovementopportunitiesassignedtomanagersaslastagendaitem
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RiskReview
Purpose:Lookatproblemsthatputourdeliverycapabilityatrisk.
Cadence:MonthlyDuration:1-2hoursParticipants:FacilitatedbyaServiceDeliveryManageroraKanbancoach;Anyonewithinformationorexperienceofrecentblockers.Servicedeliverymanagers.Projectandprogrammanagers.Customer-facingmanagersareoptional.Mighthavemanagersfromdependentservices.
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Inputs:IssuesfromanetworkofkanbansystemsfromOpsReviewandindividualkanbansystemsfromServiceDeliveryReview.DecisionsfromDeliveryPlanningMeeting.
Outputs:InformationfromRiskReviewmayinformDeliveryPlanningasitmaynotbewisetoassertanitemwillbereadyfordeliveryandmakeacommitmentifthereisatailriskthatcannotreadilybemanagedandeffectivelyavoidedforaspecificworkitem.
ActionsdecidedatRiskReview,specificallyriskreduction,mitigationorcontingencyplans,mayenablechangesinservicedeliveryandkanbansystemdesignandhencechangerequestsflowfromRiskReviewtoServiceDeliveryReviewandOperationsReview.
RiskReview
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RiskReview
ActivitiesClusterblockerticketsfromthelastmonthClusterblockersbasedonthestoriesbehindthedelayEachclusterrepresentsariskAnalyzelikelihood&impactIdentifytherisksmostimpactingthetailoftheleadtimedistributionandfocusonthoseReviewriskmanagementpoliciesIdentifyLikelihood&ImpactRootCauseAnalysis
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RiskReviewexample
Wemayneedtounderstandwherethetailofaleadtimedistributionmostdirectlyaffectsafailuretosatisfycustomersandpoorperformanceagainstservicelevelexpectations.
Actionsthattrimthetailofaleadtimedistributionwillhavetheeffectofreducingaverageleadtimeandshiftingittotheleftonthedistributioncurve.Asaconsequenceofthis,itmaybepossibletochangecapacityallocationforagiventypeofwork,oralterthecapacityallocationforaspecificclassofservice.
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RiskReview
DiscussionHowmuchriskdowewanttotake?Dowehavethecorrectriskassessmentframework?Haveweidentifiedtherightriskdimensions?Areourassessmenttaxonomiesforriskdimensionsprovidinguswithactionableinformation?Dotheyneedmodified?Whichrisksdowewanttohedge?Howshouldweallocateourportfolioorproductmixacrossthoserisks?Inwhichpercentagesforeachcategory?
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RiskReview,continued
Reviewclassesofservice▪ Aretheystillappropriate?Aretheybeingused?Haveanyexceptions
beenmade?Isthereanewpattern?Needforanewclassofservice?Reviewblockers▪ Prioritizemitigation&reductionactionsbasedonblockercluster
analysis▪ Reviewriskhedgingpolicies▪ Considerwhetherrecentlyobserveddemandfitswithhistoricpatterns
andcapacityallocationisstillappropriateReviewdemandshapingpolicies▪ Shouldweadjustpoliciesthatbifurcatedemandondependentor
sharedservices?
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TypesofblockeditemsBlockedwithanissueinternaltooursystem(andwithinourpoliticalcontrol)Blockedduetoanissueoutsideoursystembutwithinourfirm(requirescollaborationandpossiblypoliticalcapitaltoresolve)Blockedduetoanissueexternaltoourfirm,typicallywithavendor,regulator,customer,orperhapsapoliticalissuesuchasaforthcomingelection
RiskReview,continued
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Painpointidentified:Doyouknowwhattodo?
MissingdeadlinesPoorpredictability–can’tsaywhenworkwillbefinishedOverburdened,toobusyDealingwithdependenciesShiftingprioritiesQualityissuesCustomerdissatisfaction…
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Doyouknowtechniquestoimprove?
LeadtimedistributionimprovementFlowefficiencyimprovementRiskprofilingforportfoliosSystemandstaffliquidityWIPlimitsClassofServiceCapacityallocationOptionsmanagementKanbansystemsvolatilityRisktypes;variabilitytypesForecastingwithutilitygraphfunctions…
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EnterpriseServicesPlanningExecutiveSummitesp.leankanban.com
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KanbanLeadershipRetreat conf.leankanban.com/retreat