lkce16 -upstream & customer kanban by patrick steyaert

CUSTOMERKANBAN©PatrickSteyaert,2016 1


Success averagelead&meshavedroppedfrom8to2weeks

allthewhilereducingfailureload

byimprovingqualityIncreaseddeliveryrate

by40%


Local optimization

Success

Customer Business Delivery


Looking at the whole

UPSTREAM

ImprovecapabilitytobeMermeetdemand1

AnPcipate,manageandshapethedemand 2

End-to-endflowfromrequesttodelivery!

DOWNSTREAM 3 Collaborate


IMPEDANCE MISMATCH key challenge

Delivery Demand

STOCKSSILOS

TENSION

FlowofoutgoingworkFlowofincomingwork


The Case

1 ITmaintenanceteam

2 Changerequests(CR)andsmallprojects

3 AcrossdomainsofERP,BusinessIntelligence(BI),ElectronicDataInterchange(EDI),ApplicaPondevelopment(APP)

©PatrickSteyaert,2016 CUSTOMERKANBAN 7

Incoming versus Outgoing Change Requests

CustomerleadPmevariesbetweenafewdaysand30+weeks.

NewCR ClosedCR Backlog


Points of dissatisfaction The customer

LongcustomerleadPmes

Noreliable

indicaPon

whena

requestwillbe

fulfilled

Large

backlogLackof

transparencyToomuch

process


Points of dissatisfaction The team

Interruptwork,mulP-tasking

Smallprojects

become

suddenly

urgent

Unclear

require-

ments

Latechanges Businessnotbeing

available

Businessnot

accepPnginPme


UAT Ready to start

Analysis Development Test Ready for UAT Ready to deploy Ready to commit Idea/Request Synthesis Analysis

Kanban board visualization

Upstream

Downstream

LargeWIP(Work-In-Progress)

Blockeditems(manybecauseofdependencies)


UAT Ready to start Analysis Development Test Ready for UAT Ready to deploy

10 14 5 ∞ ∞ ∞

SystemleadPme

WIP limits

Startwhatyoucanfinish!


Kanban success


System Kanban

Idea/Request

Readytoprepare

Readytocommit

Readytostart

Readytoaccept

Readytodeliver Delivery

SystemKanban

Upstream

Systemlead+me

Downstream

Boun

dary Boundary

Commitmentpoint

WIPLimit WIPLimit WIPLimit

WorkerPullSystemKanbanToken

FLOW


Limits to success

0123456789

0 2 4 6 8 10 12 14 16 18 20 22 24 26 28 30+

Frequencyofoccurrence

Customerlead+me

Customerlead&meTimebetweenrequestandfulfillmentoftherequest


UAT Ready to start

Analysis Development Test Ready for UAT Ready to deploy 10 14 5 ∞ ∞ ∞

SystemleadPme

Ready to commit Idea/Request Synthesis Analysis

End-to-endcustomerleadPme

Push-pull boundaries SystemKanbanboundaries

Upstream

Downstream

…andworkpilesuphere.

Workpilesuphere…


Upstream process

Fragmented,ambiguous,conflic&ngideasandrequestsare

captured

SYNTHESIS ANALYSIS

Ideasandrequestsareturnedinashared,coherenthighlevel

concept

Conceptissplitindetailedworkitemsthatcanbeallocatedtoteams


Upstream Kanban Visualization

Ready to commit Idea/Request Synthesis Analysis Ready to prepare

Small,simpleitemsskipthesynthesisstep.


OPTION Selection

analysis

synthesis

capture

downstream

Commitment point

selection

selection

ideas

selection

options

commitments

Upstream


observations

1 Small,simpleitemsmovequicklyinto“Readytocommit”

(ogentooearly,floodingtheinventory)

2 Large,complexitemsmoveslowlyinto“Readytocommit”

(ogentoolate,leadingtostarva&onorexpedi&ng)


Flooding Ready to commit Idea/Request Synthesis Analysis Ready to

prepare

Small,simpleitemsarepushedfrom“Request”into“Readytocommit”becauseofapproval

process.


UAT Ready to start


SystemleadPme



starvation SystemKanban

Upstream

Downstream

…wemayendupwithgapsinourupstreampipelinethatleadtostarvaPonlater.

But,whenallaMenPongoestodownstreambecauseofthepressuretodeliver…

Teammembersthatmainlyworkdownstreamarealsoneededupstream

(andviceversa).


Expediting Ready to commit Idea/Request Synthesis Analysis Ready to

prepare

AsPmepressurebuildsup,requestsareexpediteddirectlytodownstream

withoutproperpreparaPon.


orientation Ready to commit Idea/Request Synthesis Analysis Ready to

prepare

Someitemsonlyrequireshortupstreamlead&me,andmovetooearlythroughupstream

Otheritemsrequirelongerupstreamlead&me,andmovetoolatethroughupstream


Triage

Wecanalwayspulltheitemwhenneeded,notmucheffortisneededinpreparaPonGreen

WillpassselecPonifitisgivendueaMenPon,PmeandeffortinpreparaPon;riskofbecomingredotherwiseYellow

NeedsimmediateaMenPon;criPcalproblemoropportunity;immediateselecPonfordownstreamneededRed

Won’tprobablysurvivetheselecPonprocessregardlessofwhateffortisputinpreparaPonBlack


Order points Ready to commit Idea/Request Synthesis Analysis Ready to

prepare >10

>12

>3

Green

Yellow

>=1

MinimumopPonslimitsactasorder

points!

AslongasminimumlimitsarenotmetappropriateacPonmustbetaken.


Wait … there is more

0

50

100

150

200

250

Analysis Dev Test UAT RToD OutCumul.

IT Maintenance Team - Cumulative Flow Diagram

…andhere.

Workpilesupherealso…


UAT Ready to start


SystemleadPme



Upstream – Downstream collaboration

SystemKanban

Upstream

Downstream

Businessusersneedtobeinvolvedupstream.

Theyarealsoneededdownstream.


Customer Kanban

Finish request

Start request


Pushing the boundaries

Idea/Request

Readytoprepare

Readytocommit

Readytostart

Readytoaccept

Readytodeliver Delivery

SystemKanban

Upstream“Kanban”

CustomerKanban

Systemlead+me

Customerlead+me

Downstream“Kanban”

Boun

dary Boundary

BoundaryBoun

dary

CustomerPull

CONWIP

Commitmentpoint

CustomerKanbanToken

WIPLimit WIPLimit WIPLimit

WorkerPullSystemKanbanToken

FLOW


Pushing the boundaries of Kanban

Flowofdemandwithcustomerpull

Flowunitisrequests

CustomerLeadTime

CONWIP&MinimalopPonslimit

CollaboraPonbetweencustomerandteaminco-creaPon

SystemKanban

Flowofworkwithworkerpull

Flowunitisworkitems

SystemLeadTime

WIPlimit

CollaboraPonwithinteamtodeliverandimproveservice

CustomerKanban(includingUpstreamKanban)


Are we there yet?

System kanBan

Upstream

kanban

custom

er kanban


Flow is When value is created for the customer through meaningful WORK

It is the action, or fact, of moving along in a steady, continuous stream

CUSTOMERKANBAN©PatrickSteyaert,2016 33Picture: http://s117.photobucket.com/

TheimageofasnowmobilewasoLenusedbyJohnBoydtoillustratetheroleofanalysisandsynthesisininnova&on

Ingenuity


Learning and change Discovery Kanban

Reflective observation

(OODA) Hypothesis Active experimentation

(PDCA) Observe Orient

Abandon

Decide

Ready to Act

Plan Do Check

Adjust

Observa&ons

5 4 65>5 >6 >3>8

HypothesisViabilityFeasibilityDesirability AbandonExperiments


business agility Looking at a part

Looking at the whole

Responding to

change

Driving change

team network

Conformity

Ingenuity


Getting started Flow needs to be

experienced

Team flow

Cross team flow

End-to-end flow

And more

hMp://www.okaloa.com/flowlab


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@PatrickSteyaert [email protected]

bit.ly/CustomerKanbanArPcle

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lkce16 -upstream & customer kanban by patrick steyaert

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