KEA20 - Susanne Bartel - What is "your Kanban"?

1. flow.hamburg PLAN SYSTEMS. MANAGE WORK. LEAD PEOPLE. Susanne Bartel susanne@flow.hamburg @SusanneBartel What is "your Kanban"? Application of the KMM Kanban Eurasia Minsk, March 2020

7. Kanban Eurasia - flow.hamburg GbR © 2020 7 Стикери на стене! Канбан, что это? Что-то, чтобы помочь организовать работу Что-то, чтобы помочь предоставить лучший сервис Инструмент для развития компании

8. Kanban Eurasia - flow.hamburg GbR © 2020 8 Стикери на стене! Канбан, что это? Что-то, чтобы помочь организовать работу Что-то, чтобы помочь предоставить лучший сервис Инструмент для развития компании Всё правильно!

9. How do you “do Kanban”? You take your current way of working and build a Kanban system: • A board that shows your workflow • Tickets • Regular meetings and reviews • Rules • Things to measure You apply the Kanban practices and principles Kanban Eurasia - flow.hamburg GbR © 2020 9

10. Which factors determine “Your Kanban”? What scope of work do you cover? контекст What do you want to achieve? цель What is the level of Kanban knowledge in the organization? знание What values are held in the organization? культура Kanban Eurasia - flow.hamburg GbR © 2020 10

12. Differing degrees of impact From getting things done, and less overburdening over increased orientation towards customers’ needs, and the end-to-end flow of work, over predictable delivery of your service, to anticipating demand and ensuring long-time survival. Kanban Eurasia - flow.hamburg GbR © 2020 12

17. Kanban Eurasia - flow.hamburg GbR © 2020 18 From Busy-ness to Customer Orientation Others can see what others (should) do. Collaboration made easier. We are able to catch dropped balls and to improve our service end-to- end

18. Examples The KMM as a coaching tool at use

19. Example 1 - Application of the KMM At a long-term client in the logistics industry Project team is part of a wider enterprise Multi-level Kanban system with 8 teams in 3 locations jointly building features Plateau after a period of growth Product in use now, more and more customers being migrated to the platform. New challenges ahead: Are we ready? Kanban Eurasia - flow.hamburg GbR © 2020 20

21. Kanban Eurasia - flow.hamburg GbR © 2020 22 January2019 Level Visualize Limit WIP Marshall Options - Manage flow Make policies explicit Feedback Loops Improve colaboratively, evolve experimentally 1.1 Visualizework for several individuals by means ofan aggregated personal kanban board 1.1 Establish per-person WIP limits 1.1 Discover initial policies 1.1 Conduct Team Kanban meeting 1.2 Visualizediscovered initial policies 1.3 Visualizethework carried out by a team by means ofa team kanban board. 1.2 Establish team WIP limits 1.2 Definebasic policies 1.2 Maketeam review. 1.4 Useavatars to visualizean individual’s workload 1.3 Conduct internal team replenishment meeting 1.5 Visualizebasic policies 2.1 Visualizeteamwork by means ofan emergent workflow kanban board 2.1 Definework types based on customer re-quests 2.1. Definebasic servicepolicies 2.1 Conduct internal workflow replenishment meeting 2.1 Identify sources ofdissatisfaction 2.2 Visualizework through a delivery kanban board with per-person WIP limits 2.2 Definebasic services 2.3 Visualizework types by means ofcard colors or board rows 2.3 Map upstream and downstream flow 2.4 Visualizeblocked work items 2.4 Defineand collect blocker metrics 2.5 Visualize work requests on another serviceor system 2.5 Defineand collect WIP aging metrics 2.6 Visualizework item aging 2.7 Visualizebasic servicepolicies 2.8 Visualizedevelopment ofoptions and committed work by means ofan enhanced upstream-downstream kanban2.9 Visualizeindividual workload on a upstream kanban board 2.10 Visualizeconstant WIP (CONWIP) on an emergent workflow delivery kanban board 2.1 Establish CONWIP limits on emergent workflow 2.6 Manageblocking issues (categorize, analyzecauses and impacts and define relevant actions) 2.2 Definepolicies for managing aging WIP 2.1 Conduct workflow Kanban meeting 2.2 Defineactions to develop basic understanding oftheprocess and improveflow2.11 Ticket design: Visualizeconcurrent or unordered activities with checkboxes 2.2 Establish WIP limit on theaggregated servicedelivery overview board. 2.7 Managedefects and other rework types 2.3 Definepolicies for managing aging WIP and blocking issueescalation 2.3 Conduct system capability review 2.3 Reviseproblematic policies 2.12 Board design: Visualizeconcurrent activities performed by specialist teams using partial rows 2.8 Manageaging WIP 2.4 Definepolicies for managing , defects and other rework types 2.4 Conduct blocker clustering 2.4 Identify sources ofdelay 2.13 Board design: Visualizesequential activities whereno dependency or preferred sequenceexists using rows or 2.5 Definebasic policies for for coordinating work ofdifferent service teams2.14 Visualizedefects and other rework types 2.15 Visualizedefined workflow using a kanban board 2.15 Visualizeproject progress on a simpleportfolio kanban board 2.16 Visualizea program as an aggregated servicedelivery overview 3.1 Visualize“ready to commit” status, also known as “ready to pull” 3.1 Establish activity based WIP limits 3.1 Organizearound theknowledge discovery process (service; seethe organization as a set ofinterconnected 3.1 DefineF4P-related metrics 3.1 Conduct replenishment meeting 3.1 Solicit changeand improvement suggestions 3.2 Visualize“ready to pull” criteria, also known as “definition ofready”, “entry criteria” 3.2 Collect service-related data: demand, capability 3.2 Explicitely definepull criteria 3.2 Makeimprovement suggestions review 3.3 Visualizeproject work items on a two- tiered project kanban board 3.3 Analyzeservicefitness for purpose 3.3 Defineupstream option abandonment policies 3. 4 Visualizeworkflow and teamwork items by means ofaggregated team kanban board 3.4 Defer commitment (decideat the “last responsiblemoment”) 3.4 Definethemeaning of"abandoned" for committed work 3.5 Visualizediscarded options using a bin on an upstream (discovery) kanban board 3.5 Usecumulativeflow diagram to monitor queues 3.6 Visualizeparent-child and peer-peer dependencies 3.6 UseLittle’s law 3.7 Visualizeupstream options by means ofa upstream/discovery kanban board 3.7 Report rudimentary flow efficiency 3.8 Gradually eliminateinfinitebuffers 3.9 Actively closeupstream options which meet theabandonment criteria 3.10 Report abandoned vs completed commited work 3.8 Visualizereplenishment signals 3.2 Usean order point (min limit) for upstream replenishment 3.8 Develop triagediscipline 3.5 Establish a delivery commitment point 3.3 Conduct delivery planning meeting 3.3 Analyzeblocker likelihood and impact 3.9 Visualizepull signals 3.3 Using a max limit to constrain upstream capacity 3.9 Managedependencies peer-to-peer or parant-child 3.6 Establish a replenishment commitment point 3.4 Conduct servicedelivery review 3.4 AnalyzeLead timetail risk 3.10 Visualizepull criteria (also known as “pull policies”, “definition ofready”, “exit criteria”) 3.4 Bracket WIP limits for different states 3.10 Analyzeand report aborted work items 3.7 Definebasic classes ofservicebased on qualitativecost ofdelay 3.5 Conduct options review (upstream) 3.5 After meetings: discuss a problem spontaneously –bring it to theservice delivery review3.11 Visualizeavailablecapacity 3.5 Createan end-to-end pull system, from commitment to delivery 3.14 Useclasses ofserviceto affect selection 3.8 Establish customer acceptance criteria for each work item or a class of work items 3.6 Conduct basic portfolio review 3.14 Visualizetarget dateor SLA 3.15 Usetwo-phasecommit for delivery commitment 3.15 Visualizefailuredemand versus valuedemand 3.16 Forecast Delivery 3.16 Visualizeaborted work 3.17 Apply qualitativeReal Options Thinking 3.17 Visualizeclass ofserviceusing ticket colors, board rows or ticket decorators 3.18 UseEarned Valueportfolio kanban board to visualizeproject progress and scheduleor budget risk3.x Visualizetheprogress ofmultiple initiatives on a portfolio kanban board ML 3 TransitionConsolidation ML 1 TransitionConsolidation ML 2 TransitionConsolidation

22. Kanban Eurasia - flow.hamburg GbR © 2020 23 January2019 1.4 Useavatars to visualizean individual’s workload 1.3 Conduct internal team replenishment meeting 1.5 Visualizebasic policies 2.1 Visualizeteamwork by means ofan emergent workflow kanban board 2.1 Definework types based on customer re-quests 2.1. Definebasic servicepolicies 2.1 Conduct internal workflow replenishment meeting 2.1 Identify sources ofdissatisfaction 2.2 Visualizework through a delivery kanban board with per-person WIP limits 2.2 Definebasic services 2.3 Visualizework types by means ofcard colors or board rows 2.3 Map upstream and downstream flow 2.4 Visualizeblocked work items 2.4 Defineand collect blocker metrics 2.5 Visualize work requests on another serviceor system 2.5 Defineand collect WIP aging metrics 2.6 Visualizework item aging 2.7 Visualizebasic servicepolicies 2.8 Visualizedevelopment ofoptions and committed work by means ofan enhanced upstream-downstream kanban2.9 Visualizeindividual workload on a upstream kanban board 2.10 Visualizeconstant WIP (CONWIP) on an emergent workflow delivery kanban board 2.1 Establish CONWIP limits on emergent workflow 2.6 Manageblocking issues (categorize, analyzecauses and impacts and define relevant actions) 2.2 Definepolicies for managing aging WIP 2.1 Conduct workflow Kanban meeting 2.2 Defineactions to develop basic understanding oftheprocess and improveflow2.11 Ticket design: Visualizeconcurrent or unordered activities with checkboxes 2.2 Establish WIP limit on theaggregated servicedelivery overview board. 2.7 Managedefects and other rework types 2.3 Definepolicies for managing aging WIP and blocking issueescalation 2.3 Conduct system capability review 2.3 Reviseproblematic policies 2.12 Board design: Visualizeconcurrent activities performed by specialist teams using partial rows 2.8 Manageaging WIP 2.4 Definepolicies for managing , defects and other rework types 2.4 Conduct blocker clustering 2.4 Identify sources ofdelay 2.13 Board design: Visualizesequential activities whereno dependency or preferred sequenceexists using rows or 2.5 Definebasic policies for for coordinating work ofdifferent service teams2.14 Visualizedefects and other rework types 2.15 Visualizedefined workflow using a kanban board 2.15 Visualizeproject progress on a simpleportfolio kanban board 2.16 Visualizea program as an aggregated servicedelivery overview 3.1 Visualize“ready to commit” status, also known as “ready to pull” 3.1 Establish activity based WIP limits 3.1 Organizearound theknowledge discovery process (service; seethe organization as a set ofinterconnected 3.1 DefineF4P-related metrics 3.1 Conduct replenishment meeting 3.1 Solicit changeand improvement suggestions 3.2 Visualize“ready to pull” criteria, also known as “definition ofready”, “entry criteria” 3.2 Collect service-related data: demand, capability 3.2 Explicitely definepull criteria 3.2 Makeimprovement suggestions review 3.3 Visualizeproject work items on a two- tiered project kanban board 3.3 Analyzeservicefitness for purpose 3.3 Defineupstream option abandonment policies 3. 4 Visualizeworkflow and teamwork items by means ofaggregated team kanban board 3.4 Defer commitment (decideat the “last responsiblemoment”) 3.4 Definethemeaning of"abandoned" for committed work 3.5 Visualizediscarded options using a bin on an upstream (discovery) kanban board 3.5 Usecumulativeflow diagram to monitor queues 3.6 Visualizeparent-child and peer-peer dependencies 3.6 UseLittle’s law TransitionConsolid ML 2 TransitionConsolidation

24. Kanban Practices > Culture Level of Kanban Practices Adoption currently overreaching, i.e. higher than level of values held. Results in difficulties to establish and maintain Kanban practices and get full buy-in for existing ones, limiting business outcomes. 2-3 KanbanPracticesAdoption CulturalAssessment 1T Kanban Eurasia - flow.hamburg GbR © 2020 25

25. The agreed way forward • Increased focus on the leadership team and cross-team aspects • Agreed to consolidate Kanban practices at level 2, while driving cultural improvements (cross-team flow) Kanban Eurasia - flow.hamburg GbR © 2020 26

26. Acts of Leadership (Never waste a good crisis) • No feature delivered for 3 weeks • More than 20 features in progress, with 10 stories on average • How can we finish features quicker? • Teams are blocking each other! • „We need to get our WIP under control!“ Kanban Eurasia - flow.hamburg GbR © 2020 27

27. Examples of ML2 Kanban Practices • Visualize end-to-end workflow in an electronic tool for better overall control and visibility • Introduced workflow-level Kanban • Dependencies needed to be managed across different levels and teams: Introduced Team Capacity Tokens • Catalyzed technical measures towards shared code ownership Kanban Eurasia - flow.hamburg GbR © 2020 28

28. Impact of the established practices • Painful! • Surfaced the real issues that were buried before: • Changing demand patterns • Resulting uneven workload of the teams • More dependencies than expected • Not the right items ready for delivery at the right time • Enforced cross-team collaboration across business verticals Kanban Eurasia - flow.hamburg GbR © 2020 29

29. The Journey so far 30 NOV 2018 Start of KMM Appraisal JAN/ FEB 2019 Presentation to leadership team and all- team APR 2019 Project crisis, management intervention JUN 2019 Stressors showing effects Kanban Eurasia - flow.hamburg GbR © 2020

30. Kanban Eurasia - flow.hamburg GbR © 2020 31 January2019 Level Visualize Limit WIP Marshall Options - Manage flow Make policies explicit Feedback Loops Improve colaboratively, evolve experimentally 1.1 Visualizework for several individuals by means ofan aggregated personal kanban board 1.1 Establish per-person WIP limits 1.1 Discover initial policies 1.1 Conduct Team Kanban meeting 1.2 Visualizediscovered initial policies 1.3 Visualizethework carried out by a team by means ofa team kanban board. 1.2 Establish team WIP limits 1.2 Definebasic policies 1.2 Maketeam review. 1.4 Useavatars to visualizean individual’s workload 1.3 Conduct internal team replenishment meeting 1.5 Visualizebasic policies 2.1 Visualizeteamwork by means ofan emergent workflow kanban board 2.1 Definework types based on customer re-quests 2.1. Definebasic servicepolicies 2.1 Conduct internal workflow replenishment meeting 2.1 Identify sources ofdissatisfaction 2.2 Visualizework through a delivery kanban board with per-person WIP limits 2.2 Definebasic services 2.3 Visualizework types by means ofcard colors or board rows 2.3 Map upstream and downstream flow 2.4 Visualizeblocked work items 2.4 Defineand collect blocker metrics 2.5 Visualize work requests on another serviceor system 2.5 Defineand collect WIP aging metrics 2.6 Visualizework item aging 2.7 Visualizebasic servicepolicies 2.8 Visualizedevelopment ofoptions and committed work by means ofan enhanced upstream-downstream kanban2.9 Visualizeindividual workload on a upstream kanban board 2.10 Visualizeconstant WIP (CONWIP) on an emergent workflow delivery kanban board 2.1 Establish CONWIP limits on emergent workflow 2.6 Manageblocking issues (categorize, analyzecauses and impacts and define relevant actions) 2.2 Definepolicies for managing aging WIP 2.1 Conduct workflow Kanban meeting 2.2 Defineactions to develop basic understanding oftheprocess and improveflow2.11 Ticket design: Visualizeconcurrent or unordered activities with checkboxes 2.2 Establish WIP limit on theaggregated servicedelivery overview board. 2.7 Managedefects and other rework types 2.3 Definepolicies for managing aging WIP and blocking issueescalation 2.3 Conduct system capability review 2.3 Reviseproblematic policies 2.12 Board design: Visualizeconcurrent activities performed by specialist teams using partial rows 2.8 Manageaging WIP 2.4 Definepolicies for managing , defects and other rework types 2.4 Conduct blocker clustering 2.4 Identify sources ofdelay 2.13 Board design: Visualizesequential activities whereno dependency or preferred sequenceexists using rows or 2.5 Definebasic policies for for coordinating work ofdifferent service teams2.14 Visualizedefects and other rework types 2.15 Visualizedefined workflow using a kanban board 2.15 Visualizeproject progress on a simpleportfolio kanban board 2.16 Visualizea program as an aggregated servicedelivery overview 3.1 Visualize“ready to commit” status, also known as “ready to pull” 3.1 Establish activity based WIP limits 3.1 Organizearound theknowledge discovery process (service; seethe organization as a set ofinterconnected 3.1 DefineF4P-related metrics 3.1 Conduct replenishment meeting 3.1 Solicit changeand improvement suggestions 3.2 Visualize“ready to pull” criteria, also known as “definition ofready”, “entry criteria” 3.2 Collect service-related data: demand, capability 3.2 Explicitely definepull criteria 3.2 Makeimprovement suggestions review 3.3 Visualizeproject work items on a two- tiered project kanban board 3.3 Analyzeservicefitness for purpose 3.3 Defineupstream option abandonment policies 3. 4 Visualizeworkflow and teamwork items by means ofaggregated team kanban board 3.4 Defer commitment (decideat the “last responsiblemoment”) 3.4 Definethemeaning of"abandoned" for committed work 3.5 Visualizediscarded options using a bin on an upstream (discovery) kanban board 3.5 Usecumulativeflow diagram to monitor queues 3.6 Visualizeparent-child and peer-peer dependencies 3.6 UseLittle’s law 3.7 Visualizeupstream options by means ofa upstream/discovery kanban board 3.7 Report rudimentary flow efficiency 3.8 Gradually eliminateinfinitebuffers 3.9 Actively closeupstream options which meet theabandonment criteria 3.10 Report abandoned vs completed commited work 3.8 Visualizereplenishment signals 3.2 Usean order point (min limit) for upstream replenishment 3.8 Develop triagediscipline 3.5 Establish a delivery commitment point 3.3 Conduct delivery planning meeting 3.3 Analyzeblocker likelihood and impact 3.9 Visualizepull signals 3.3 Using a max limit to constrain upstream capacity 3.9 Managedependencies peer-to-peer or parant-child 3.6 Establish a replenishment commitment point 3.4 Conduct servicedelivery review 3.4 AnalyzeLead timetail risk 3.10 Visualizepull criteria (also known as “pull policies”, “definition ofready”, “exit criteria”) 3.4 Bracket WIP limits for different states 3.10 Analyzeand report aborted work items 3.7 Definebasic classes ofservicebased on qualitativecost ofdelay 3.5 Conduct options review (upstream) 3.5 After meetings: discuss a problem spontaneously –bring it to theservice delivery review3.11 Visualizeavailablecapacity 3.5 Createan end-to-end pull system, from commitment to delivery 3.14 Useclasses ofserviceto affect selection 3.8 Establish customer acceptance criteria for each work item or a class of work items 3.6 Conduct basic portfolio review 3.14 Visualizetarget dateor SLA 3.15 Usetwo-phasecommit for delivery commitment 3.15 Visualizefailuredemand versus valuedemand 3.16 Forecast Delivery 3.16 Visualizeaborted work 3.17 Apply qualitativeReal Options Thinking 3.17 Visualizeclass ofserviceusing ticket colors, board rows or ticket decorators 3.18 UseEarned Valueportfolio kanban board to visualizeproject progress and scheduleor budget risk3.x Visualizetheprogress ofmultiple initiatives on a portfolio kanban board ML 3 TransitionConsolidation ML 1 TransitionConsolidation ML 2 TransitionConsolidation

31. Kanban Eurasia - flow.hamburg GbR © 2020 32 June2019 Level Visualize Limit WIP Marshall Options - Manage flow Make policies explicit Feedback Loops Improve colaboratively, evolve experimentally 1.1 Visualizework for several individuals by means ofan aggregated personal kanban board 1.1 Establish per-person WIP limits 1.1 Discover initial policies 1.1 Conduct Team Kanban meeting 1.2 Visualizediscovered initial policies 1.3 Visualizethework carried out by a team by means ofa team kanban board. 1.2 Establish team WIP limits 1.2 Definebasic policies 1.2 Maketeam review. 1.4 Useavatars to visualizean individual’s workload 1.3 Conduct internal team replenishment meeting 1.5 Visualizebasic policies 2.1 Visualizeteamwork by means ofan emergent workflow kanban board 2.1 Definework types based on customer re-quests 2.1. Definebasic servicepolicies 2.1 Conduct internal workflow replenishment meeting 2.1 Identify sources ofdissatisfaction 2.2 Visualizework through a delivery kanban board with per-person WIP limits 2.2 Definebasic services 2.3 Visualizework types by means ofcard colors or board rows 2.3 Map upstream and downstream flow 2.4 Visualizeblocked work items 2.4 Defineand collect blocker metrics 2.5 Visualize work requests on another serviceor system 2.5 Defineand collect WIP aging metrics 2.6 Visualizework item aging 2.7 Visualizebasic servicepolicies 2.8 Visualizedevelopment ofoptions and committed work by means ofan enhanced upstream-downstream kanban2.9 Visualizeindividual workload on a upstream kanban board 2.10 Visualizeconstant WIP (CONWIP) on an emergent workflow delivery kanban board 2.1 Establish CONWIP limits on emergent workflow 2.6 Manageblocking issues (categorize, analyzecauses and impacts and define relevant actions) 2.2 Definepolicies for managing aging WIP 2.1 Conduct workflow Kanban meeting 2.2 Defineactions to develop basic understanding oftheprocess and improveflow2.11 Ticket design: Visualizeconcurrent or unordered activities with checkboxes 2.2 Establish WIP limit on theaggregated servicedelivery overview board. 2.7 Managedefects and other rework types 2.3 Definepolicies for managing aging WIP and blocking issueescalation 2.3 Conduct system capability review 2.3 Reviseproblematic policies 2.12 Board design: Visualizeconcurrent activities performed by specialist teams using partial rows 2.8 Manageaging WIP 2.4 Definepolicies for managing , defects and other rework types 2.4 Conduct blocker clustering 2.4 Identify sources ofdelay 2.13 Board design: Visualizesequential activities whereno dependency or preferred sequenceexists using rows or 2.5 Definebasic policies for for coordinating work ofdifferent service teams2.14 Visualizedefects and other rework types 2.15 Visualizedefined workflow using a kanban board 2.15 Visualizeproject progress on a simpleportfolio kanban board 2.16 Visualizea program as an aggregated servicedelivery overview 3.1 Visualize“ready to commit” status, also known as “ready to pull” 3.1 Establish activity based WIP limits 3.1 Organizearound theknowledge discovery process (service; seethe organization as a set ofinterconnected 3.1 DefineF4P-related metrics 3.1 Conduct replenishment meeting 3.1 Solicit changeand improvement suggestions 3.2 Visualize“ready to pull” criteria, also known as “definition ofready”, “entry criteria” 3.2 Collect service-related data: demand, capability 3.2 Explicitely definepull criteria 3.2 Makeimprovement suggestions review 3.3 Visualizeproject work items on a two- tiered project kanban board 3.3 Analyzeservicefitness for purpose 3.3 Defineupstream option abandonment policies 3. 4 Visualizeworkflow and teamwork items by means ofaggregated team kanban board 3.4 Defer commitment (decideat the “last responsiblemoment”) 3.4 Definethemeaning of"abandoned" for committed work 3.5 Visualizediscarded options using a bin on an upstream (discovery) kanban board 3.5 Usecumulativeflow diagram to monitor queues 3.6 Visualizeparent-child and peer-peer dependencies 3.6 UseLittle’s law 3.7 Visualizeupstream options by means ofa upstream/discovery kanban board 3.7 Report rudimentary flow efficiency 3.8 Gradually eliminateinfinitebuffers 3.9 Actively closeupstream options which meet theabandonment criteria 3.10 Report abandoned vs completed commited work 3.8 Visualizereplenishment signals 3.2 Usean order point (min limit) for upstream replenishment 3.8 Develop triagediscipline 3.5 Establish a delivery commitment point 3.3 Conduct delivery planning meeting 3.3 Analyzeblocker likelihood and impact 3.9 Visualizepull signals 3.3 Using a max limit to constrain upstream capacity 3.9 Managedependencies peer-to-peer or parant-child 3.6 Establish a replenishment commitment point 3.4 Conduct servicedelivery review 3.4 AnalyzeLead timetail risk 3.10 Visualizepull criteria (also known as “pull policies”, “definition ofready”, “exit criteria”) 3.4 Bracket WIP limits for different states 3.10 Analyzeand report aborted work items 3.7 Definebasic classes ofservicebased on qualitativecost ofdelay 3.5 Conduct options review (upstream) 3.5 After meetings: discuss a problem spontaneously –bring it to theservice delivery review3.11 Visualizeavailablecapacity 3.5 Createan end-to-end pull system, from commitment to delivery 3.14 Useclasses ofserviceto affect selection 3.8 Establish customer acceptance criteria for each work item or a class of work items 3.6 Conduct basic portfolio review 3.14 Visualizetarget dateor SLA 3.15 Usetwo-phasecommit for delivery commitment 3.15 Visualizefailuredemand versus valuedemand 3.16 Forecast Delivery 3.16 Visualizeaborted work 3.17 Apply qualitativeReal Options Thinking 3.17 Visualizeclass ofserviceusing ticket colors, board rows or ticket decorators 3.18 UseEarned Valueportfolio kanban board to visualizeproject progress and scheduleor budget risk3.x Visualizetheprogress ofmultiple initiatives on a portfolio kanban board ML 3 TransitionConsolidation ML 1 TransitionConsolidation ML 2 TransitionConsolidation

34. The Journey continues 35 NOV 2018 Start of KMM Appraisal JAN/ FEB 2019 Presentation to leadership team and all- team APR 2019 Project crisis, management intervention JUN 2019 Stressors showing effects Kanban Eurasia - flow.hamburg GbR © 2020

39. Which level would be appropriate? Kanban Eurasia - flow.hamburg GbR © 2020 40 Need: Predictability! Need: Actionable metrics for forecasting and improvements Need: Short time to market Understood and articulated by the leadership team.

40. Looking back – achievements so far Steady communication and improved collaboration across teams Cadence stable and effective Better management of dependencies Improved liquidity (which(s) team can implement features) Introduction of classes of service is a great stressor to show constant over-commitment Kanban Eurasia - flow.hamburg GbR © 2020 41

41. Current Developments Visualize and manage blockers at all levels Focus on WIP aging, using thresholds -> stressor! Getting to real Pull systems both in teams and on feature level End-to-end flow: More forward-looking upstream flow to avoid being caught by “starvation alert” surprise ever few weeks Started: Re-assessment of the organization based on KMM Kanban Eurasia - flow.hamburg GbR © 2020 42

43. The Journey continues 44 NOV 2018 Start of KMM Appraisal JAN/ FEB 2019 Presentation to leadership team and all- team APR 2019 Project crisis, management intervention JUN 2019 Stressors showing effects Kanban Eurasia - flow.hamburg GbR © 2020 MAR 2020

44. How did the KMM help? Sense making tool: bring structure into a complex environment Guidance for coaching See clearly what’s going on (even if that is not what you’d like to see) KMM is a great tool to get in contact and jointly work with management … and we hope that it will help us finally get to real service orientation Kanban Eurasia - flow.hamburg GbR © 2020 45

45. Example 2 - Application of the KMM Multiple reorganizations in the past months and years. Leadership team wanted to get an orientation where they are Which improvement steps would be possible to deliver a better service? Kanban Eurasia - flow.hamburg GbR © 2020 46

48. Culture > Kanban Practices Organizational Culture at a higher maturity level than Kanban Practices Adoption 2-3 KanbanPracticesAdoption CulturalAssessment 1 Kanban Eurasia - flow.hamburg GbR © 2020 49

56. Things to keep in mind Provides a roadmap to appropriately develop your Kanban practices together with the cultural values. Puts focus on the business outcomes. Remember, it is the organization that matures, not the Kanban Method. KMM helps you to prevent the two common failure modes. Kanban Eurasia - flow.hamburg GbR © 2020 57

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