Upload
talaviv
View
2.818
Download
0
Tags:
Embed Size (px)
DESCRIPTION
Managing Operation and support teams using Agile, Lean & TOC principles
Citation preview
ניהול שרות ותפעול בסביבה אג'ילית
using an Agile/Kanban Recipe
Tal Aviv [email protected] [email protected]
Agenda
• Introduction• Agile Overview• Agile and non-development groups• Example – The Agile Support center
About the Speaker Tal Aviv/Ovadia
http://il.linkedin.com/pub/tal-aviv/2/76/586
Blog: Duckmanagement.blogspot.com
Who are we?
• People from Development? Business? Operations?
• People who know Agile?• People who know LEAN or TOC?• People who know ITIL?
What is Agile?
.אג'ייל פרושו גמישות או זריזותזה ניסיון להכניס גמישות וזריזות לעולם פיתוח
התוכנה שמטבעו מאד דינאמי ומשתנה ולכן דורש .שיטות ניהול אדפטיביות יותר
What is Agile? Key Principles
• Agile is a process improvement methodology that focuses on:– Individuals and interactions over processes
and tools– Working software over comprehensive
documentation– Customer collaboration over contract
negotiation– Responding to change over following a
plan
Agile Basics - Key Principles
Key Agile principles are:
Focus on customer value – Employ business-driven prioritization of features.
Iterative & Incremental Delivery –Create a flow of value to customers by “chunking” feature delivery into small increments.
Intense Collaboration – Face-to-face communication via collocation, etc; diversified roles on integrated teams.
Self Organization – Team members self-organize to fulfill a shared project vision.
Continuous Improvement – Teams reflect, learn and adapt to change; work informs the plan.
Sprints, Stories and Signals
User Stories
• User Stories: one or more sentences in the everyday or business language of the end user that captures what the user wants to achieve.
• User stories are for the basis of what features that can be implemented.
• Each user story is limited, so it fits on a small paper note card to ensure that it does not grow
too large.
User Stories
• Quick way of handling customer requirements without having to elaborate vast formalized requirement documents and without performing overloaded administrative tasks related to maintaining them.
• The intention of the user story is to be able to respond faster and with less overhead to rapidly changing real-world requirements.
As a user, I want to search for my customers by their first and last names.
Sprint
• Sprints are made of user stories, have a fixed duration and a definition of Done. {Each iteration implement the highest-
priority requirements
Each new requirement is prioritized and added to the stack
Requirements may be reprioritized at any time
Requirements may be removed at any time
Requirements
HighPriority
LowPriority
Copyright 2004 Scott W. Ambler
Signal – Kanban Board
Signal – Kanban Board
• Kanban literally means “visual card,” “signboard,” or “billboard.”
• Kanban cards limit excess work in progress
• Kanban cards act as a form of “currency” representing how WIP is allowed in a system.
Identifying bottlenecks using Kanban
4 )Involve and empower employees
Lean Continuous Improvement Cycle
Continuously improve in the pursuit of perfection
1 )Specify value in the eyes of the customer
2 )Identify the value stream and eliminate waste
5 )Continuously improve in the pursuit of perfection
3 )Make value flow at the “pull” of the customer
Agile: A Lean Execution Engine
Agile methods can be interpreted as a Lean approach to Operations, project management and execution.
Lean Principle / Practice Agile Principle / Practice
KaizenContinuous improvement
Iteration Planning SessionsProcess & Project Reflections
KanbanInformation radiation and project transparency
Product backlogsIteration backlogs Daily StandupsBurndown chartsProject and quality sliders Automated test dashboards
Setup reductionAdaptability to rapid change
Automated buildsContinuous integrationTest-driven developmentAutomated testing
Takt timeDelivery based on customer demand
Iterative development cyclesIncremental development
Work cellsCo-located resources for a given task
Cross-functional teamsCollaborative team environmentsGeneralizing specialist rolesPair Programming
Lean Execution via Agile: The Mechanics
Agile practices include:
• Release Planning (1)(creates Product backlog)
• Iteration Planning (2)(creates Iteration backlog)
• Daily Standup
• Fixed-length iterations and small releases
• Feature Review (3)
• Process Reflection (4)
Identify top-priority items and deliver
them early and often.
Why do we care?
Agile is a methodology for development but it is not limited for development.
How would we Agile apply to operations?
Common Language
• CNN NASA lost a 125 million Mars orbiter because a Lockheed Martin engineering team used English units of measurement while the agency’s team used the more conventional metric system for a key spacecraft operation, according to a review finding released Thursday.
http://articles.cnn.com/1999-09-30/tech/9909_30_mars.metric.02_1_climate-orbiter-spacecraft-team-metric-system?_s=PM:TECH
Who is the customer?
Operations and business development the customers of the development teams, but they are also the partners of the development team
Who is the customer?
• Ops turn in request to development team in stories format– Bug reports– Enhancement
requests– Improvement
suggestions
• Product owner prioritize the stories
• Work is added to back log.
{Each iteration implement the highest-priority requirements
Each new requirement is prioritized and added to the stack
Requirements may be reprioritized at any time
Requirements may be removed at any time
Requirements
HighPriority
LowPriority
Copyright 2004 Scott W. Ambler
Customer collaboration over contract negotiations
Don't go to the contract every time there is an issue, collaborate with your customer.
Working software over comprehensive documentation
• Get the system working.• Bugs and requests as user stories
Responding to change over working a plan
• Stuff happens, deal with changes don't just stick to a plan that is no longer valid
Individual and interaction over process and tools
• Get the right tools to the right people.
• Kiss, sometimes a piece of paper is more useful than complicated tools
Self managing teams
• Kanban Board• Pull • WIP limits• Due Date Priority system
Service – User story with SLA & Definition of done
• Operations define services in the same manner as User Stories.
• User stories have a description of what needs to be done and what is the definition of done.
• Any service that is bigger than a user story will be broken down to parts.
IT Operations Support as an example
FORCES THAT SHAPE IT SERVICES
A little bit of history: Where are we today and how did we get here?
Growing Pains – How did we get here?
• Organizations started with a single Person IT department.
• Growth led to increased IT needs.• Growth led to Complexity.• Complexity led to splitting IT into
specialized groups.• Pressure for Cost cutting led to off shoring
and out sourcing.
Organization growth
Additional rules and procedures are
created
Complexity in IT grows
Additional IT Resources needed
IT Is Expensive
IT is not a profit center
Market forces demand cut in IT
expenditure
People are the most expensive resource
Cut IT expenses
Use less expensive resources
IT groups take longer to respond
Use specialized teams to gain
economy of scaleOutsource IT groups
Each team is specialized in it own
area
Communication with remote team is more
complicated
Quality of Service is reduced
Delivery time is missed
Service Delivery Managers are
brought on board to coordinate Cust/IT
Proj mgr added for coordination
between groups
Customer satisfaction goes
down while costs go up
The organization is less flexible
IT Dept growth
Pressure to increase efficiency
Matrices created for group performance
Local Optima is encouraged
Coordination between team is
more complicated
IT’s Current Reality Tree
Current State - Impact on Users
Confusion
Delays
Management intervention
Current State - Impact on Users
Users feel that Quality of service goes down due to:Delays.Missed due dates.System complexity.Total System unpredictability
Current State - Impact on IT Groups
Work in FIFO mode (unless work is expedited).
Constant expediting led to conflicting demands.
Conflicting demands led to heavy multi tasking.
Current State - Impact on IT Groups
Specialized groups caused “silos” and local measurements.
Specialized teams led to complex coordination.
Complex Coordination led to more management oversight.
Current State - Impact on IT Groups
Longer SLA in order to ensure work is completed in the time promised.
short “touch time” VS.
Long “wait time”.
Current State - Impact on IT Groups
Complexity leads to increase in
operating costs.
ExampleHow can we break the cycle?
RM Number Opened DateRequested Due Date
Projected End Date Status Brief Description
RM10818090 1/10/11 2/7/11 2/21/11work in progress Add port 443 to efs.disney.com
RM10839292 1/31/11 2/8/11 3/14/11work in progress corp-pc-reverse Proxy request- for Rostr application--RM10863474 2/22/11 3/4/11 4/5/11work in progress Set up external reverse proxy for AprimoRM10823279 1/14/11 1/31/11 1/31/11work in progress New GlobalScape FTP SiteRM10780366 11/23/10 11/30/10 12/7/10work in progress create globalscape ssh private key
RM10867039 2/25/11 3/11/11 3/11/11work in progress New GlobalScape ftp site for sftp with external vendor.
RM10854853 2/14/11 2/15/11 2/18/11work in progressAdd Theresa Gallo GALLT001 to Business Objects Group Members in Identity Manager
RM10856644 2/15/11 2/17/11 2/17/11work in progress DCL West Coast Office needs abiltiy to reset passwordsRM10864590 2/23/11 3/2/11 3/2/11work in progress IDM Access for STORM appRM10867477 2/25/11 3/2/11 3/10/11work in progress Create new OU in EC for MetaData/Storm
RM10828286 1/20/11 2/22/11 2/22/11work in progressRequesting siteminder authentication for Casting Factory website
RM10830017 1/21/11 1/24/11 2/11/11work in progress SETUP SITEMIDER TO DI WEB SERVER
RM10842863 2/3/11 2/11/11 2/24/11work in progressNeed access to database to authenticate EISS users through their HUB ID and PWD
RM10846983 2/7/11 2/11/11 2/28/11work in progressdis/pc/siteminder - requesting integration with playtest metrics
RM10804573 12/22/10 1/5/11 1/19/11work in progress Gate New Siebel Development and Test Servers
RM10814291 1/6/11 1/14/11 1/27/11pendingSiteminder installation for new Windows 2008 server (.net)
RM10819539 1/11/11 1/14/11 2/1/11pendingInstall Siteminder agent for new Cognos 10 Tm1 for deployment on iis webservers.
RM10842520 2/2/11 2/18/11 2/23/11pendingReverse Proxy Siteminder setup request for mobilebi.disney.com
RM10864079 2/23/11 2/25/11 3/16/11work in progressSiteminder QA installation for new Windows 2008 server (.net)
RM10866148 2/24/11 3/2/11 3/17/11work in progress Setup new Site Minder for new application for AprimoRM10866656 2/25/11 3/11/11 3/18/11work in progress DCP - add siteminder to PDL Dev
RM10866934 2/25/11 2/28/11 3/18/11work in progressRequest to change siteminder protected directory to / from /transfer
Req. Date < SLA
Due Date missed
Req. Stuck in Queue
Due Date missed
Req. Date < SLA
Work in Progress even though we have lots of time
Real life problemsMarch 1st
RM Number Opened DateRequested Due Date
Projected End Date Status Brief Description
RM10818090 1/10/11 2/7/11 2/21/11work in progress Add port 443 to efs.disney.com
RM10839292 1/31/11 2/8/11 3/14/11work in progress corp-pc-reverse Proxy request- for Rostr application--RM10863474 2/22/11 3/4/11 4/5/11work in progress Set up external reverse proxy for AprimoRM10823279 1/14/11 1/31/11 1/31/11work in progress New GlobalScape FTP SiteRM10780366 11/23/10 11/30/10 12/7/10work in progress create globalscape ssh private key
RM10867039 2/25/11 3/11/11 3/11/11work in progress New GlobalScape ftp site for sftp with external vendor.
RM10854853 2/14/11 2/15/11 2/18/11work in progressAdd Theresa Gallo GALLT001 to Business Objects Group Members in Identity Manager
RM10856644 2/15/11 2/17/11 2/17/11work in progress DCL West Coast Office needs abiltiy to reset passwordsRM10864590 2/23/11 3/2/11 3/2/11work in progress IDM Access for STORM appRM10867477 2/25/11 3/2/11 3/10/11work in progress Create new OU in EC for MetaData/Storm
RM10828286 1/20/11 2/22/11 2/22/11work in progressRequesting siteminder authentication for Casting Factory website
RM10830017 1/21/11 1/24/11 2/11/11work in progress SETUP SITEMIDER TO DI WEB SERVER
RM10842863 2/3/11 2/11/11 2/24/11work in progressNeed access to database to authenticate EISS users through their HUB ID and PWD
RM10846983 2/7/11 2/11/11 2/28/11work in progressdis/pc/siteminder - requesting integration with playtest metrics
RM10804573 12/22/10 1/5/11 1/19/11work in progress Gate New Siebel Development and Test Servers
RM10814291 1/6/11 1/14/11 1/27/11pendingSiteminder installation for new Windows 2008 server (.net)
RM10819539 1/11/11 1/14/11 2/1/11pendingInstall Siteminder agent for new Cognos 10 Tm1 for deployment on iis webservers.
RM10842520 2/2/11 2/18/11 2/23/11pendingReverse Proxy Siteminder setup request for mobilebi.disney.com
RM10864079 2/23/11 2/25/11 3/16/11work in progressSiteminder QA installation for new Windows 2008 server (.net)
RM10866148 2/24/11 3/2/11 3/17/11work in progress Setup new Site Minder for new application for AprimoRM10866656 2/25/11 3/11/11 3/18/11work in progress DCP - add siteminder to PDL Dev
RM10866934 2/25/11 2/28/11 3/18/11work in progressRequest to change siteminder protected directory to / from /transfer
no correlation between requested date to the projected date
Requested Date before SLA Date
Where do we start?
Define Services and SLA
Service Is a user story that define the action from the point of view of the user and has a definition of done.
Define Services and SLA
• No request will be allowed to enter the queue with requested date less then SLA date.
• Special emergencies will be allowed only by approval from queue manager
• Separate Requests from Incidents
Define Services and SLA – Why?
Predictability Leads to Trust
Users will know exactly what they get and when they are going to get it.
RM Number Opened DateRequested Due Date
Projected End Date Status Brief Description
RM10818090 1/10/11 2/7/11 2/21/11work in progress Add port 443 to efs.disney.com
RM10839292 1/31/11 2/8/11 3/14/11work in progress corp-pc-reverse Proxy request- for Rostr application--RM10863474 2/22/11 3/4/11 4/5/11work in progress Set up external reverse proxy for AprimoRM10823279 1/14/11 1/31/11 1/31/11work in progress New GlobalScape FTP SiteRM10780366 11/23/10 11/30/10 12/7/10work in progress create globalscape ssh private key
RM10867039 2/25/11 3/11/11 3/11/11work in progress New GlobalScape ftp site for sftp with external vendor.
RM10854853 2/14/11 2/15/11 2/18/11work in progressAdd Theresa Gallo GALLT001 to Business Objects Group Members in Identity Manager
RM10856644 2/15/11 2/17/11 2/17/11work in progress DCL West Coast Office needs abiltiy to reset passwordsRM10864590 2/23/11 3/2/11 3/2/11work in progress IDM Access for STORM appRM10867477 2/25/11 3/2/11 3/10/11work in progress Create new OU in EC for MetaData/Storm
RM10828286 1/20/11 2/22/11 2/22/11work in progressRequesting siteminder authentication for Casting Factory website
RM10830017 1/21/11 1/24/11 2/11/11work in progress SETUP SITEMIDER TO DI WEB SERVER
RM10842863 2/3/11 2/11/11 2/24/11work in progressNeed access to database to authenticate EISS users through their HUB ID and PWD
RM10846983 2/7/11 2/11/11 2/28/11work in progressdis/pc/siteminder - requesting integration with playtest metrics
RM10804573 12/22/10 1/5/11 1/19/11work in progress Gate New Siebel Development and Test Servers
RM10814291 1/6/11 1/14/11 1/27/11pendingSiteminder installation for new Windows 2008 server (.net)
RM10819539 1/11/11 1/14/11 2/1/11pendingInstall Siteminder agent for new Cognos 10 Tm1 for deployment on iis webservers.
RM10842520 2/2/11 2/18/11 2/23/11pendingReverse Proxy Siteminder setup request for mobilebi.disney.com
RM10864079 2/23/11 2/25/11 3/16/11work in progressSiteminder QA installation for new Windows 2008 server (.net)
RM10866148 2/24/11 3/2/11 3/17/11work in progress Setup new Site Minder for new application for AprimoRM10866656 2/25/11 3/11/11 3/18/11work in progress DCP - add siteminder to PDL Dev
RM10866934 2/25/11 2/28/11 3/18/11work in progressRequest to change siteminder protected directory to / from /transfer
Many requests still miss their projected end date
Missed Due Date
Establish flow based on Prioritization and coordination
scheme
Is everyone
on the same page ?
What is urgent?
Did we miss anything? Is anythi
ng stuck ?
WHAT IS NEXT?
What do we want?• Self managed teams• Reduced Multitasking• Focus• Increase flow
Rules of the gameEstablish Priority System
Due Date is King !Subordinate priority decisions to the Due
Date
Rules of the gameSimple and to the point
• Limit the WIP – No work can become work in progress if there are X number of requests in the queue.
• SLA is published• Requests should be processed by
SLA time.
Rules of the gameEstablish Priority Visual
System• Requests will be color coded (for
example):–Green – More then 66% of time is
available–Yellow – Between 10% - 66% of time
is available–Red – Less then 10% of time is
available – We are at risk of missing due date
Rules of the gameEstablish Visual Priority
SystemRequests that missed their due
date will be color coded in BLACK– Each Black request will be prioritized
case by case.– Usually Black requests will either be
prioritized or due date will be renegotiated.
RM NumberOpened Date Req. Date
Projected Date SLA 3/1/2011Status Brief Description
Green Level
Yellow Level
Red Level
RM10818090 1/10/11 2/7/11 2/21/11 41 -8.00 work in progress Add port 443 to efs.disney.com 27 14 4
RM10839292 1/31/11 2/8/11 3/14/11 41 13.00work in progresscorp-pc-reverse Proxy request- for Rostr
application-- 27 14 4
RM10863474 2/22/11 3/4/11 4/5/11 41 35.00work in progress Set up external reverse proxy for Aprimo 27 14 4
RM10823279 1/14/11 1/31/11 1/31/11 16 -29.00 work in progress New GlobalScape FTP Site 11 5 2
RM10780366 11/23/10 11/30/10 12/7/10 13 -84.00 work in progress create globalscape ssh private key 9 4 1
RM10867039 2/25/11 3/11/11 3/11/11 13 10.00work in progressNew GlobalScape ftp site for sftp with external vendor. 9 4 1
RM10854853 2/14/11 2/15/11 2/18/11 3 -10.88 work in progressAdd Theresa Gallo GALLT001 to Business Objects Group Members in Identity Manager 2 1 0
RM10856644 2/15/11 2/17/11 2/17/11 1 -12.00 work in progressDCL West Coast Office needs abiltiy to reset passwords 1 0 0
RM10864590 2/23/11 3/2/11 3/2/11 6 1.00work in progress IDM Access for STORM app 4 2 1
RM10867477 2/25/11 3/2/11 3/10/11 12 9.00work in progress Create new OU in EC for MetaData/Storm 8 4 1
RM10828286 1/20/11 2/22/11 2/22/11 32 -7.00 work in progressRequesting siteminder authentication for Casting Factory website 21 11 3
RM10830017 1/21/11 1/24/11 2/11/11 20 -18.00 work in progress SETUP SITEMIDER TO DI WEB SERVER 13 7 2
RM10842863 2/3/11 2/11/11 2/24/11 21 -5.00 work in progressNeed access to database to authenticate EISS users through their HUB ID and PWD 14 7 2
RM10846983 2/7/11 2/11/11 2/28/11 20 -1.00 work in progressdis/pc/siteminder - requesting integration with playtest metrics 13 7 2
RM10804573 12/22/10 1/5/11 1/19/11 27 -41.00 work in progress Gate New Siebel Development and Test Servers 18 9 3
RM10814291 1/6/11 1/14/11 1/27/11 20 -33.00 pendingSiteminder installation for new Windows 2008 server (.net) 14 7 2
RM10819539 1/11/11 1/14/11 2/1/11 20 -28.00 pendingInstall Siteminder agent for new Cognos 10 Tm1 for deployment on iis webservers. 13 7 2
RM10842520 2/2/11 2/18/11 2/23/11 20 -6.00 pendingReverse Proxy Siteminder setup request for mobilebi.disney.com 13 7 2
RM10864079 2/23/11 2/25/11 3/16/11 20 15.00work in progressSiteminder QA installation for new Windows 2008 server (.net) 14 7 2
RM10866148 2/24/11 3/2/11 3/17/11 20 16.00work in progressSetup new Site Minder for new application for Aprimo 13 7 2
RM10866656 2/25/11 3/11/11 3/18/11 20 17.00work in progress DCP - add siteminder to PDL Dev 14 7 2
RM10866934 2/25/11 2/28/11 3/18/11 20 17.00work in progressRequest to change siteminder protected directory to / from /transfer 13 7 2
BLACK Request will be dealt with case by case basis
Pending Request might need to get back into queue
Red Request, Deal with it NOW!
Yellow Req. are next
Plenty of time for Green Request
March 1st 2011
Color Coded Priority System
Due date is King, all priority decisions are
subordinated to the due date!
Visual Management - Cleaning up
• Visual Simplicity is the key for self management.
• You cant improve if you cant see.
• Start by cleaning up!
RM NumberOpened Date Req. Date
Projected Date SLA 3/1/2011Status Brief Description
Green Level
Yellow Level
Red Level
RM10818090 1/10/11 2/7/11 2/21/11 41 -8.00 work in progress Add port 443 to efs.disney.com 27 14 4
RM10839292 1/31/11 2/8/11 3/14/11 41 13.00work in progresscorp-pc-reverse Proxy request- for Rostr
application-- 27 14 4RM10863474 2/22/11 3/4/11 4/5/11 41 35.00work in progress Set up external reverse proxy for Aprimo 27 14 4
RM10867039 2/25/11 3/11/11 3/11/11 13 10.00work in progressNew GlobalScape ftp site for sftp with external vendor. 9 4 1
RM10856644 2/15/11 2/17/11 3/17/11 29 16.00work in progressDCL West Coast Office needs abiltiy to reset passwords 19 10 3
RM10864590 2/23/11 3/2/11 3/2/11 6 1.00work in progress IDM Access for STORM app 4 2 1RM10867477 2/25/11 3/2/11 3/10/11 12 9.00work in progress Create new OU in EC for MetaData/Storm 8 4 1
RM10828286 1/20/11 2/22/11 3/22/11 60 21.00work in progressRequesting siteminder authentication for Casting Factory website 40 20 6
RM10842863 2/3/11 2/11/11 3/24/11 49 23.00work in progressNeed access to database to authenticate EISS users through their HUB ID and PWD 32 16 5
RM10846983 2/7/11 2/11/11 2/28/11 20 -1.00 work in progressdis/pc/siteminder - requesting integration with playtest metrics 13 7 2
RM10864079 2/23/11 2/25/11 3/16/11 20 15.00work in progressSiteminder QA installation for new Windows 2008 server (.net) 14 7 2
RM10866148 2/24/11 3/2/11 3/17/11 20 16.00work in progressSetup new Site Minder for new application for Aprimo 13 7 2
RM10866656 2/25/11 3/11/11 3/18/11 20 17.00work in progress DCP - add siteminder to PDL Dev 14 7 2
RM10866934 2/25/11 2/28/11 3/18/11 20 17.00work in progressRequest to change siteminder protected directory to / from /transfer 13 7 2
First, Clean Up the Queue• Some of the Old work was removed• New Due Date negotiated for some of the Black
requests• 2 Black requests are approved to be priority
Cleaning up the mess makes it easier for the team
member to understand what he/she needs to work
on
Visualize the work , establish flow
Kanban
57
Setting up a simple Kanban system starts to focus the team on the cycle-time of delivered work and gives a way to detect and begin to resolve bottlenecks
Visualize the work - Kanban
• Queue manager transfer request from Service Center to Kanban board based on color priority
• Team members pull work based on order
• WIP limit is strictly enforced
Backlog Ready In Progress Customer Acceptance
RM10818090
RM10846983
RM10864590
RM10839292
RM10867039
RM10864079
RM10866148
RM10856644
RM10866148
RM10866656
RM10866934Definitions
WIP Limit 6 WIP Limit 3
All open requests waiting to be processed
Queue Manager to
ensure that no information is missing from
the request before entering
ready state
Item pulled by a team
member and is being
worked on.
Item that was work completed and
moved to customer for approval.
Use Kanban Board for Visual
Self Management
Backlog Ready In Progress Customer Acceptance
RM10818090
RM10846983
RM10864590
RM10839292
RM10867039
RM10867477
RM10864079
RM10866148
RM10856644
RM10866148
RM10866656
RM10866934
March 1st 2011
WIP Limit 6 WIP Limit 3
Top 3 requests from the ready queue are
pulled in to work in progress
Tech Team Pull work while keeping WIP Limits
RM NumberOpened Date Req. Date
Projected Date SLA 3/2/2011Status Brief Description
Green Level
Yellow Level
Red Level
RM10839292 1/31/11 2/8/11 3/14/11 41 12.00work in progresscorp-pc-reverse Proxy request- for Rostr
application-- 27 14 4RM10863474 2/22/11 3/4/11 4/5/11 41 34.00work in progress Set up external reverse proxy for Aprimo 27 14 4
RM10867039 2/25/11 3/11/11 3/11/11 13 9.00work in progressNew GlobalScape ftp site for sftp with external vendor. 9 4 1
RM10856644 2/15/11 2/17/11 3/17/11 29 15.00work in progressDCL West Coast Office needs abiltiy to reset passwords 19 10 3
RM10867477 2/25/11 3/2/11 3/10/11 12 8.00work in progress Create new OU in EC for MetaData/Storm 8 4 1
RM10828286 1/20/11 2/22/11 3/22/11 60 20.00work in progressRequesting siteminder authentication for Casting Factory website 40 20 6
RM10842863 2/3/11 2/11/11 3/24/11 49 22.00work in progressNeed access to database to authenticate EISS users through their HUB ID and PWD 32 16 5
RM10864079 2/23/11 2/25/11 3/16/11 20 14.00work in progressSiteminder QA installation for new Windows 2008 server (.net) 14 7 2
RM10866148 2/24/11 3/2/11 3/17/11 20 15.00work in progressSetup new Site Minder for new application for Aprimo 13 7 2
RM10866656 2/25/11 3/11/11 3/18/11 20 16.00work in progress DCP - add siteminder to PDL Dev 14 7 2
RM10866934 2/25/11 2/28/11 3/18/11 20 16.00work in progressRequest to change siteminder protected directory to / from /transfer 13 7 2
RM10869001 3/1/11 3/15/11 3/18/11 16 16.00work in progressRequest to change siteminder protected directory to / from /transfer 11 5 2
RM10869012 3/1/11 3/10/11 3/10/11 8 8.00work in progressRequest to change siteminder protected directory to / from /transfer 6 3 1
RM10869023 3/1/11 3/5/11 3/5/11 3 3.00work in progress Urgent class request 2 1 0
The Next Day – March 2nd
• The Red request and 2 black are completed• 3 New requests came in
Backlog Ready In Progress Customer Acceptance
RM10818090
RM10846983
RM10864590
RM10839292
RM10867039
RM10867477
RM10864079
RM10866148
RM10856644
RM10866148
RM10866656
RM10866934
March 2nd 2011
WIP Limit 6 WIP Limit 3
RM10869023RM10869012RM10869001
Backlog Ready In Progress Customer Acceptance
RM10818090
RM10846983
RM10864590
RM10839292
RM10867039
RM10867477
RM10864079
RM10866148
RM10856644
RM10866148
RM10866656
RM10866934
March 2nd 2011
WIP Limit 6 WIP Limit 3
RM10869023
RM10869012
RM10869001
As work is being completed, new work can
flow into the queues, based on color priority
Backlog Ready In Progress Customer Acceptance
RM10818090
RM10846983
RM10864590
RM10839292
RM10867039
RM10867477
RM10864079
RM10866148
RM10856644
RM10866148
RM10866656
RM10866934
March 2nd 2011
WIP Limit 6 WIP Limit 3
RM10869023
RM10869012
RM10869001
March 3rd
• 2 urgent requests came inRM Number
Opened Date Req. Date
Projected Date SLA 3/3/2011Status Brief Description
Green Level
Yellow Level
Red Level
RM10839292 1/31/11 2/8/11 3/14/11 41 11.00work in progresscorp-pc-reverse Proxy request- for Rostr
application-- 27 14 4RM10863474 2/22/11 3/4/11 4/5/11 41 33.00work in progress Set up external reverse proxy for Aprimo 27 14 4
RM10867039 2/25/11 3/11/11 3/11/11 13 8.00work in progressNew GlobalScape ftp site for sftp with external vendor. 9 4 1
RM10856644 2/15/11 2/17/11 3/17/11 29 14.00work in progressDCL West Coast Office needs abiltiy to reset passwords 19 10 3
RM10867477 2/25/11 3/2/11 3/10/11 12 7.00work in progress Create new OU in EC for MetaData/Storm 8 4 1
RM10828286 1/20/11 2/22/11 3/22/11 60 19.00work in progressRequesting siteminder authentication for Casting Factory website 40 20 6
RM10842863 2/3/11 2/11/11 3/24/11 49 21.00work in progressNeed access to database to authenticate EISS users through their HUB ID and PWD 32 16 5
RM10864079 2/23/11 2/25/11 3/16/11 20 13.00work in progressSiteminder QA installation for new Windows 2008 server (.net) 14 7 2
RM10866148 2/24/11 3/2/11 3/17/11 20 14.00work in progressSetup new Site Minder for new application for Aprimo 13 7 2
RM10866656 2/25/11 3/11/11 3/18/11 20 15.00work in progress DCP - add siteminder to PDL Dev 14 7 2
RM10866934 2/25/11 2/28/11 3/18/11 20 15.00work in progressRequest to change siteminder protected directory to / from /transfer 13 7 2
RM10869001 3/1/11 3/15/11 3/18/11 16 15.00work in progressRequest to change siteminder protected directory to / from /transfer 11 5 2
RM10869012 3/1/11 3/10/11 3/10/11 8 7.00work in progressRequest to change siteminder protected directory to / from /transfer 6 3 1
RM10869023 3/1/11 3/5/11 3/5/11 3 2.00work in progress Urgent class request 2 1 0
RM10869001 3/2/11 3/15/11 3/18/11 15 15.00work in progressRequest to change siteminder protected directory to / from /transfer 10 5 2
RM10869077 3/2/11 3/6/11 3/6/11 3 3.00work in progress Urgent class request 2 1 0RM10869097 3/2/11 3/6/11 3/6/11 3 3.00work in progress Urgent class request 2 1 0
Backlog Ready In Progress Customer Acceptance
RM10818090
RM10846983
RM10864590
RM10839292
RM10867039
RM10867477
RM10864079
RM10866148
RM10856644
RM10866148
RM10866656
RM10866934
March 3rd 2011
WIP Limit 6 WIP Limit 3
RM10869023
RM10869012RM10869001
RM10869077
RM10869097RM10869101
Color system keeps it simple
Backlog Ready In Progress Customer Acceptance
RM10818090
RM10846983
RM10864590
RM10839292
RM10867039
RM10867477
RM10864079
RM10866148
RM10856644
RM10866148
RM10866656
RM10866934
March 3rd 2011
WIP Limit 6 WIP Limit 3
RM10869023
RM10869012
RM10869001
RM10869077
RM10869097
RM10869101
Backlog Ready In Progress Customer Acceptance
RM10818090
RM10846983
RM10864590RM10839292
RM10867039
RM10867477RM10864079
RM10866148
RM10856644
RM10866148
RM10866656
RM10866934
March 3rd 2011
WIP Limit 6 WIP Limit 3
RM10869023
RM10869012
RM10869001
RM10869077
RM10869097
RM10869101
RESULTS
• Standard flow• Self Managed teams• Clear priority system• Reduced time to market• Predictability – Trust – Customer Satisfaction
How do we coordinate several groups?
• Each Service will have tasks for one or multiple groups.
• Each task will have an SLA. • Each group will use the color
coding system to prioritize work towards a common Service due date (see example).
Backlog Ready In Progress Customer Acceptance
RM10864079-3
RM10864079-2
RM10867039
RM10864079-1
RM10864088
RM10864099
RM108640192
WIP Limit 6 WIP Limit 3
Request RM10864079 has 3 tasks that go to 3 separate
groups .Based on the Service SLA, each group will have a sub
SLA for its task .
If there are dependencies, the Queue Manager will not designate his task as ready
until work on the previous task is in Customer
Acceptance
Use the same principles to coordinate between teams
Backlog Ready In Progress Customer Acceptance
RM10864079-3
RM10864079-2
RM10867039
RM10864079-1
RM10864088
RM10864099
RM108640192
WIP Limit 6 WIP Limit 3
Backlog Ready In Progress Customer Acceptance
RM10864079-3
RM10864079-2
RM10867039
RM10864079-1
RM10864088
RM10864099
RM108640192
WIP Limit 6 WIP Limit 3
Backlog Ready In Progress Customer Acceptance
RM10864079-3
RM10864079-2
RM10867039
RM10864079-1
RM10864088
RM10864099
RM108640192
WIP Limit 6 WIP Limit 3
Color of task might have changed while in the works
RM10864079-1
We gained even more
• Management oversight for coordination was reduced.
• Increase cross team collaboration.
• Increased transparency.• Reduced Complexity and Operating costs.
RESULTS• Standard flow• Self Managed teams• Clear priority system• Reduced time to market• Management oversight for coordination was
reduced.• Increase cross team collaboration.• Reduced Complexity and Operating costs.
PredictabilityTrust
Customer Satisfaction
Questions?
Frequently Asked Questions
• What if the customer does not approve? – Requests not approved by the customer
will go back to the queue with priority Red and flow through the process again.
• Why do we need Ready queue? – In order to ensure that work flows through
the process, we need to ensure that all information is available to the technical staff. The ready queue is for work ready to be processed and all information is available
Frequently Asked Questions
• How do we ensure that Green tickets will be done on time?– The color of the ticket will change with
time. If we penetrate the buffer and the ticket becomes yellow or red, it will automatically move up on the priority list
• What about super urgent work such as incidents?– Incidents might need to be a separate
class of service. Prioritization of incidents might be based on Severity and not by due date
Frequently Asked Questions
• How do we find the right SLA?– Too many green – SLA too big– Too many Red – SLA too short
For Additional Information
[email protected]@hotmail.com
Thank you
Appendix
Cleaning up
• Phases of LEAN 5S – 1.1 Sorting (Seiri)– 1.2 Straightening or setting in order /
stabilize (Seiton)– 1.3 Sweeping or shining or cleanliness /
systematic cleaning (Seiso)– 1.4 Standardizing (Seiketsu)– 1.5 Sustaining the discipline or self-
discipline (Shitsuke)
How to set up a Kanban board for development
Jeff [email protected]
Download this presentation at: www.agileproductdesign.com/downloads/patton_kanban.ppt
1. Define a work process flow
• Look at the typical flow for features, stories, or work packages and describe typical process steps
This simple process flow has the steps :.1elaboration & acceptance criteria.2development.3test.4deployment
86
2. Lay out a visual Kanban board
• Place a goals column on the left, then a waiting queue, the process steps, and a final “done” column to the right
Place an expedite track above the main left to right queue
Place “done and waiting” queues between each work queue
(in this example they’re placed below)
87
3. Decide on limits for items in queue and work in progress
• A good limit is a factor of the number of people in a role that can work on an item in a given process step. Start with number of people * 1.5
This board uses painters tape to indicate available “slots” for work in progress
88
4. Place prioritized goals on the left column of the board
• A good goal describes the outcome we hope to achieve after software ships. Goals help keep focus on the larger outcome.
Having goals visible:•promotes focus •helps us prioritize•helps us manage feature scope &
requirements
89
5. Start the board by placing stories or features in queue
• Mark on the story or feature card the date it entered the queue. This begins our measurement of cycle time.
Product owners manage the waiting queue
90
6. Move features through the process flow as work is completed
• As the story enters the first process step, mark that date on the card. This is the start date. As it’s finished, mark that date on the card. This is the finish date. 91
7. Use the dates on the cards to calculate cycle time
• Use average cycle time to set wait times from different points on the board. Pay attention to flow and bottlenecks: relieving bottlenecks as quickly as possible.
Cycle time = finish date – start date
The average cycle time from the date the item enters the board is the wait time
from this point in the queue
92
Decreasing Lead TimeSteven Borg (@stevenborg)Principal Consultant Northwest Cadence
Decreasing Lead Time
Time
Am
ount
of
Wor
k Assigned
Work )over time(
Decreasing Lead Time
Time
Am
ount
of
Wor
k Assigned
Work )over time(
Completed Work )over
time(
Decreasing Lead Time
Time
Am
ount
of
Wor
k Assigned
Work )over time(
Completed Work )over
time(
Work In
Process
Decreasing Lead Time
Time
Am
ount
of
Wor
k Assigned
Work )over time(
Completed Work )over
time(
WIP
Decreasing Lead Time
Time
Am
ount
of
Wor
k Assigned
Work )over time(
Completed Work )over
time(
WIP
Average Lead Time
Decreasing Lead Time
Time
Am
ount
of
Wor
k Assigned
Work )over time(
Completed Work )over
time(
WIP
6 items
Average Lead Time
Decreasing Lead Time
Time
Am
ount
of
Wor
k Assigned
Work )over time(
Completed Work )over
time(
WIP
6 items
Executive Decision to Limit
WIP
Average Lead Time
Decreasing Lead Time
Time
Am
ount
of
Wor
k Assigned
Work )over time(
Completed Work )over
time(
WIP’
3 items
Decreasing Lead Time
Time
Am
ount
of
Wor
k Assigned
Work )over time(
Completed Work )over
time(
WIP’Average
Lead Time’
3 items
To deliver value more frequently, reduce work in progress
Tip!
Little’s Law – “Two Minutes of Math”
Time
Am
ount
of
Wor
k Assigned
Work )over time(
Completed Work )over
time(
WIP
Average Lead Time
Delivery Rate
Little’s Law – “Two Minutes of Math”• Delivery Rate = Work-in-Progress ÷
Lead Time impliesLead Time = Work-in-Progress ÷ Delivery Ratethus
• WIP is a LEADING metric for Lead Time
Manage queues, they are
a leading indicator of upcoming problems
Tip!