This document discusses using Kanban methodology to improve customer satisfaction by increasing the closure of "Same Day Resolve" tickets. It identifies that only 40% of these tickets were closed on time previously. Recommendations include adopting Kanban, using predictive models, cognitive tools, and establishing work in process limits. Implementing Kanban boarding improved the closure of "Same Day Resolve" tickets to 57% on time in the first quarter, delivering benefits like improved transparency, turnaround times, and customer delight. Challenges included customer resistance to change and a multi-vendor environment.