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CUSTOMERKANBAN©PatrickSteyaert,2016 1
CUSTOMERKANBAN©PatrickSteyaert,2016 2
Success averagelead&meshavedroppedfrom8to2weeks
allthewhilereducingfailureload
byimprovingqualityIncreaseddeliveryrate
by40%
CUSTOMERKANBAN©PatrickSteyaert,2016 3
Local optimization
Success
Customer Business Delivery
CUSTOMERKANBAN©PatrickSteyaert,2016 4
Looking at the whole
UPSTREAM
ImprovecapabilitytobeMermeetdemand1
AnPcipate,manageandshapethedemand 2
End-to-endflowfromrequesttodelivery!
DOWNSTREAM 3 Collaborate
CUSTOMERKANBAN©PatrickSteyaert,2016 5
IMPEDANCE MISMATCH key challenge
Delivery Demand
STOCKSSILOS
TENSION
FlowofoutgoingworkFlowofincomingwork
CUSTOMERKANBAN©PatrickSteyaert,2016 6
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
©PatrickSteyaert,2016 CUSTOMERKANBAN 8
Points of dissatisfaction The customer
LongcustomerleadPmes
Noreliable
indicaPon
whena
requestwillbe
fulfilled
Large
backlogLackof
transparencyToomuch
process
©PatrickSteyaert,2016 CUSTOMERKANBAN 9
Points of dissatisfaction The team
Interruptwork,mulP-tasking
Smallprojects
become
suddenly
urgent
Unclear
require-
ments
Latechanges Businessnotbeing
available
Businessnot
accepPnginPme
©PatrickSteyaert,2016 CUSTOMERKANBAN 10
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)
©PatrickSteyaert,2016 CUSTOMERKANBAN 11
UAT Ready to start Analysis Development Test Ready for UAT Ready to deploy
10 14 5 ∞ ∞ ∞
SystemleadPme
WIP limits
Startwhatyoucanfinish!
©PatrickSteyaert,2016 CUSTOMERKANBAN 12
Kanban success
©PatrickSteyaert,2016 CUSTOMERKANBAN 13
System Kanban
Idea/Request
Readytoprepare
Readytocommit
Readytostart
Readytoaccept
Readytodeliver Delivery
SystemKanban
Upstream
Systemlead+me
Downstream
Boun
dary Boundary
Commitmentpoint
WIPLimit WIPLimit WIPLimit
WorkerPullSystemKanbanToken
FLOW
©PatrickSteyaert,2016 CUSTOMERKANBAN 14
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
©PatrickSteyaert,2016 CUSTOMERKANBAN 15
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…
©PatrickSteyaert,2016 CUSTOMERKANBAN 16
Upstream process
Fragmented,ambiguous,conflic&ngideasandrequestsare
captured
SYNTHESIS ANALYSIS
Ideasandrequestsareturnedinashared,coherenthighlevel
concept
Conceptissplitindetailedworkitemsthatcanbeallocatedtoteams
©PatrickSteyaert,2016 CUSTOMERKANBAN 17
Upstream Kanban Visualization
Ready to commit Idea/Request Synthesis Analysis Ready to prepare
Small,simpleitemsskipthesynthesisstep.
©PatrickSteyaert,2016 CUSTOMERKANBAN 18
OPTION Selection
analysis
synthesis
capture
downstream
Commitment point
selection
selection
ideas
selection
options
commitments
Upstream
©PatrickSteyaert,2016 CUSTOMERKANBAN 19
observations
1 Small,simpleitemsmovequicklyinto“Readytocommit”
(ogentooearly,floodingtheinventory)
2 Large,complexitemsmoveslowlyinto“Readytocommit”
(ogentoolate,leadingtostarva&onorexpedi&ng)
©PatrickSteyaert,2016 CUSTOMERKANBAN 20
Flooding Ready to commit Idea/Request Synthesis Analysis Ready to
prepare
Small,simpleitemsarepushedfrom“Request”into“Readytocommit”becauseofapproval
process.
©PatrickSteyaert,2016 CUSTOMERKANBAN 21
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
starvation SystemKanban
Upstream
Downstream
…wemayendupwithgapsinourupstreampipelinethatleadtostarvaPonlater.
But,whenallaMenPongoestodownstreambecauseofthepressuretodeliver…
Teammembersthatmainlyworkdownstreamarealsoneededupstream
(andviceversa).
©PatrickSteyaert,2016 CUSTOMERKANBAN 22
Expediting Ready to commit Idea/Request Synthesis Analysis Ready to
prepare
AsPmepressurebuildsup,requestsareexpediteddirectlytodownstream
withoutproperpreparaPon.
©PatrickSteyaert,2016 CUSTOMERKANBAN 23
orientation Ready to commit Idea/Request Synthesis Analysis Ready to
prepare
Someitemsonlyrequireshortupstreamlead&me,andmovetooearlythroughupstream
Otheritemsrequirelongerupstreamlead&me,andmovetoolatethroughupstream
©PatrickSteyaert,2016 CUSTOMERKANBAN 24
Triage
Wecanalwayspulltheitemwhenneeded,notmucheffortisneededinpreparaPonGreen
WillpassselecPonifitisgivendueaMenPon,PmeandeffortinpreparaPon;riskofbecomingredotherwiseYellow
NeedsimmediateaMenPon;criPcalproblemoropportunity;immediateselecPonfordownstreamneededRed
Won’tprobablysurvivetheselecPonprocessregardlessofwhateffortisputinpreparaPonBlack
©PatrickSteyaert,2016 CUSTOMERKANBAN 25
Order points Ready to commit Idea/Request Synthesis Analysis Ready to
prepare >10
>12
>3
Green
Yellow
>=1
MinimumopPonslimitsactasorder
points!
AslongasminimumlimitsarenotmetappropriateacPonmustbetaken.
©PatrickSteyaert,2016 CUSTOMERKANBAN 26
Wait … there is more
0
50
100
150
200
250
Analysis Dev Test UAT RToD OutCumul.
IT Maintenance Team - Cumulative Flow Diagram
…andhere.
Workpilesupherealso…
©PatrickSteyaert,2016 CUSTOMERKANBAN 27
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
Upstream – Downstream collaboration
SystemKanban
Upstream
Downstream
Businessusersneedtobeinvolvedupstream.
Theyarealsoneededdownstream.
CUSTOMERKANBAN©PatrickSteyaert,2016 28
Customer Kanban
Finish request
Start request
©PatrickSteyaert,2016 CUSTOMERKANBAN 29
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
©PatrickSteyaert,2016 CUSTOMERKANBAN 30
Pushing the boundaries of Kanban
Flowofdemandwithcustomerpull
Flowunitisrequests
CustomerLeadTime
CONWIP&MinimalopPonslimit
CollaboraPonbetweencustomerandteaminco-creaPon
SystemKanban
Flowofworkwithworkerpull
Flowunitisworkitems
SystemLeadTime
WIPlimit
CollaboraPonwithinteamtodeliverandimproveservice
CustomerKanban(includingUpstreamKanban)
CUSTOMERKANBAN©PatrickSteyaert,2016 31
Are we there yet?
System kanBan
Upstream
kanban
custom
er kanban
©PatrickSteyaert,2016 CUSTOMERKANBAN 32
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
©PatrickSteyaert,2016 CUSTOMERKANBAN 34
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
©PatrickSteyaert,2016 CUSTOMERKANBAN 35
business agility Looking at a part
Looking at the whole
Responding to
change
Driving change
team network
Conformity
Ingenuity
CUSTOMERKANBAN©PatrickSteyaert,2016 36
Getting started Flow needs to be
experienced
Team flow
Cross team flow
End-to-end flow
And more
hMp://www.okaloa.com/flowlab
©PatrickSteyaert,2016 CUSTOMERKANBAN 37
Thank you Download article:
@PatrickSteyaert [email protected]
bit.ly/CustomerKanbanArPcle
Stay in touch
hMp://www.okaloa.com/flowlabFind out about Okaloa Flowlab: