Session Title: Thinking Business Agility Session Overview: The session will cover key concepts of Business Agility as per Institute of Business Agility. These concepts will be touched upon in a business agility case study to increase learning. The session will continue towards a Game-based workshop on how Kanban help in Business Agility. The game will end with the Attendees playing in group/ team summarizing their learnings from the Game

1. Driving Business Agility And Use Of Kanban
Saikat Das
Associate Director – Cognizant (Digital Engineering
Linkedin - https://in.linkedin.com/in/saikatdas16
Twitter - @dsaikats

2. BUSINESS AGILITY is the capacity
and willingness of an organization
to adapt to, create, and leverage
change for their customer’s benefit
The purpose of this model is to show
what organization strive for and how to
get started.
These are essential building blocks for
agile organizations.
This work is licensed by the Business Agility Institute under a Creative Commons Attribution-ShareAlike 4.0 International License

3. • Create Psychological Safety
• Change Incentive Schemes
• Refocus Talent Acquisition
• Understand Agile Governance
• Represent the Customer
• Ensure Transparency of Information
• Adopt Agile Procurement
• Develop Agile Contracts
• Onboard Partners
Relationship
• Understand Your Customer
• Develop Customer Journeys
• Build Trust
This work is licensed by the Business Agility Institute under a Creative Commons Attribution-ShareAlike 4.0 International License

4. • Develop an Agile Mindset
• Build Empathy
• Delegate Outcomes
• Communicate the Greater
Purpose
• Charter the Team
• Gain Buy-In
• Set a Clear Market Vision
• Emergent Strategy
• Market Creating Innovations
This work is licensed by the Business Agility Institute under a Creative Commons Attribution-ShareAlike 4.0 International License

5. • Say “I Don’t Know”
• Celebrate Failure & Learning
• Shorten Feedback Loops
• Adopt Agile Techniques
• Automate Repetitive Work
• Measure Quality of Outcomes
• Give Authority
• Align to Outcomes
• Create Autonomy
This work is licensed by the Business Agility Institute under a Creative Commons Attribution-ShareAlike 4.0 International License

6. • Create Value Delivery Teams
• Maintain Continuity of Ownership
• Create Stable Teams
• Map the Value Streams
• Adopt Agile Methods
• Move to Audit Governance
• Create a Value Stream Network
• Create an Adaptive Portfolio
• Fund Outcomes or Teams
This work is licensed by the Business Agility Institute under a Creative Commons Attribution-ShareAlike 4.0 International License

7. BUSINESS
CONTEXT
Case Study: Business Agility
 Operation Centre
 100000+ Customers
 1000+ miles of over head Lines
 Primary serving a Key cities in
near vicinity
 Handling 100+ Contractors
Staffs
 100+ internal Staffs
 Customer Service
 Engineering & Mainttenance
 Work Schedulers
 Material Supply
 Labour Arrangers
SET OF
TEAMS

8. KEY BUSINESS
DRIVERS
Lack of
Ownership
Improper
Status
Spent
Management
Customer
Satisfaction
No one is responsible for ensuring a job is done
No one communicate work start date to customer
No material Delivery Details and progress
No update from Internal Departments
No consolidate details of effort spent
Complex reconciliation of material spent
No notification of delay or completion to a Customer
Sometime customer has to confirm back to close tickets

9. Changes Done to bring in Agility
Bots and
Automate
Upstream
KANBAN
Business Agility
Initiatives
Application
Conceptualization
Define
Work Stream
Cross Team
Collaboration
Agile
Transformation
Legacy App
Support
New App
Development
Scaling Pilot for
Key Areas
Measurement
Driven
Progression
Reduction of
Response Time
Closed Loop
Customer
Feedback

10. Backlog Intake
Gather Work
Order Detail
Field Action (CONWIP)
CCO calling and check
(WIP)
Case Closure
Worked
Picked
Material
Arrived
Work
Finish
Un-
finished
Finished W O
Updated
Ticket
Closed
EXPEDITED/ EMERGENCY LANE
Entry Criteria:
actual request
validated for
address and
location
Exit Criteria:
Adequate
information
updated
Entry
Criteria:
Adequate
information
available ;SLA
identified
Exit Criteria:
Priority
identified
Entry Criteria:
Details of
requests
available
Exit Criteria:
Estimated and
dependencies
identified/resol
ved. Due Date
Entry Criteria: Estimated,
prioritized, milestone identified,
delivery date identified.
Exit Criteria: All field action tasks
are completed,
Entry Criteria: All
completed field action
tasks
Exit Criteria: All key
cases are called
Entry Criteria: All
successful attended
case

11. Lack of
Ownership
Improper
Status
Effort Spend
Management
Customer
Satisfaction
• Dedicated crews not being pulled
off their jobs
• Schedule adherence of jobs
• The metrics generated out of real
data, better planning
• Field report on Call Closure
• Finish own work 1st and then
based on Bandwidth
• Each department helped
resolving workload and planning
issues
• Schedule jobs for days (Not
weeks)
• Status of work order and work
order tasks.
• Declare job site readiness
• Exposing issues within the
process
• Accountability of the effort waste
• Improper work Allocation
• One person heroism
• Work taken not completed
• No status sent from field
• No across department clarity
• Uninformed work Passing
• Delayed status from site
• Effort spent per call not tracked
• Material used per call not tracked
• Effort Wastages not considered
• Lots of Heroism by one person
• Customer feedback was bad
• Repeat complains of Work not
complete
• CC needs to call Customer
• Reduction in expedites from
escalated complaints.
• Reduction in calls to CCO
• CSAT improvement
• Kanban Board with Work stages
• CONWIP defined for few stages
• Card assigned to individual
• Card are mover across boards
• Track kept based on work type
effort and materials used
• Work loading evenly distributed
• Junior people mentioned
Progress on Business Drivers

12. Lack of
Ownership
Improper
Status
Spent
Management
Customer
Satisfaction
• SPOC Details
• Expertise based info pull-up
• Send Notification for SPOC
• Escalation Matrix
• Improved Work Allocation
• Better Employee Satisfaction
• More Ownership of work
• Planned work handover
• Operational Effciency
• Create list of work orders
• Work order status
• Work order task status
• Customer Feedback and
satisfaction Index per order
• Site Readiness Status
• On Click JIT status report
• Status, SLA and Aging based
follow-ups
• Escalation Metrics for calls
• Effective Service Delivery
• Customer signoff of WO in
Handheld Devices
• Online Notification to rate service
• Capacity based work Allocation
• Effort, Manpower, Time &
material Spent per WO
• Control on wastages
• Tracking of materials used for call
• Expense & Investment Optimized
Field APP – Driving Operational Efficiency

13. Thinking Business Agility Exercise

14. Order Card
Types
Order Receiver
Task addition
Resource Manager
Resource Addition
Field engineer
Execution Addition
Customer
Care Review
• Order Type 1
• Order Type 2
• Order Type 3
• Order Type 4
• Resource required
= 4,8, 12, 16
• Location = A, B, C
and D
• Time to be Finished
= 8, 16, 32, 64
Poles
• Steel Pole
• Concrete Pole
• Joist pole
Wires
• New Wires
• Old wires
• Mixed wires
Switches
• Switches/ Receptacles
• GFCI Outlets
• Small/Med Ceiling Fixtures
• Large Exterior Fixture
Others
• service panel box
• beakers in panel
• exterior breaker box
• MCB
Installations
• Install new service panel box
• Install new breakers in panel
• Install exterior breaker box
• Install MCB
Fixtures
• Fix Steel Poles
• Fix Concrete Poles
• Fix Joist Poles
• Rough-in work
Wiring
• Lay New Wiring
• Fix Old wirings
• Fix the new instead of old
damaged
Adjust
• Adjust Switches/ Receptacles
GFCI Outlets
• Adjuat Small/Med Ceiling
Fixtures
• Adjust Large Exterior Fixture
• Work
accepted
• Work
rejected
• Work
Pending
• Work
Reopened

15. Order Type Order Receiver
Task addition
Resource Manager
Resource Addition
Field engineer
Execution Addition
Order Type 1 • Resource required = 4
• Location = A
• Time to be Finished = 8
Poles
• Steel Pole
Wires
• New Wires
Switches
• Switches/ Receptacles
Others
• service panel box
Installations
• Install new service panel box
Fixtures
• Fix Steel Poles
Wiring
• Lay New Wiring
Adjust
• Adjust Switches/ Receptacles GFCI
Outlets
Order Type 2 • Resource required = 8
• Location = A and B
• Time to be Finished = 16
Poles
• Steel Pole
• Concrete Pole
Wires
• Old wires
Switches
• Switches/ Receptacles
• GFCI Outlets
Others
• Service panel box
• Beakers in panel
Installations
• Install new breakers in panel
• Install exterior breaker box
Fixtures
• Fix Steel Poles
• Fix Concrete Poles
Wiring
• Lay New Wiring
• Fix Old wirings
Adjust
• Adjust Switches/ Receptacles GFCI
Outlets
• Adjust Small/Med Ceiling Fixtures
Order Type Details of Done

16. Order Type Order Receiver
Task addition
Resource Manager
Resource Addition
Field engineer
Execution Addition
Order Type 3 • Resource required = 12
• Location = A, B and C
• Time to be Finished = 32
Poles
• Steel Pole
• Concrete Pole
Wires
• Old wires
• Mixed wires
Switches
• Small/Med Ceiling Fixtures
• Large Exterior Fixture
Others
• beakers in panel
• exterior breaker box
• MCB
Installations
• Install new service panel
box
• Install new breakers in
panel
• Install MCB
Fixtures
• Fix Steel Poles
• Fix Concrete Poles
• Fix Joist Poles
Wiring
• Lay New Wiring
• Fix Old wirings
Adjust
• Adjust Small/Med Ceiling
Fixtures
• Adjust Large Exterior
Fixture
Order Type Details of Done

17. Order Type Order Receiver
Task addition
Resource Manager
Resource Addition
Field engineer
Execution Addition
Order Type 4 • Resource required = 16
• Location = A, B, C and D
• Time to be Finished = 64
Poles
• Steel Pole,
• Concrete Pole
• Joist pole
Wires
• New Wires,
• Old wires
• Mixed wires
Switches
• Switches/ Receptacles
• GFCI Outlets
• Large Exterior Fixture
Others
• service panel box
• beakers in panel
• Exterior breaker box
• MCB
Installations
• Install new service panel box
• Install new breakers in panel
• Install MCB
Fixtures
• Fix Steel Poles
• Fix Concrete Poles
• Fix Joist Poles
• Rough-in work
Wiring
• Lay New Wiring
• Fix Old wirings
• Fix the new instead of old
damaged
Adjust
• Adjust Switches/ Receptacles
GFCI Outlets
• Adjust Small/Med Ceiling
Fixtures
• Adjust Large Exterior Fixture
Order Type Details of Done

18. ORDER
RECEIVER
RESOURCE
MANAGER
FIELD
ENGINEER
CUSTOMER
CARE
Flow of the Game – 1st round
1. Pickup pre-made order cards.
2. Add details to the order, as mentioned in the guidelines
3. Write in readable form in the area provide
4. Keep the card in accessible area for next stage
1. Add details to the order, as mentioned in the guidelines
2. Write in readable form in the area provide
3. Review the cards as per stage wise Specification
4. If not complete send the card back to the respective
stage

19. ORDER
RECEIVER
RESOURCE
MANAGER
FIELD
ENGINEER
CUSTOMER
CARE
Flow of the Game – 2nd round
1. Pickup pre-made order
cards.
2. Add a chit with Order
Type and Order # the
Kanban Board
3. Add details to the order,
as mentioned in the
guidelines
4. Write in readable form in
the area provide
5. Keep the card in
accessible area for next
stage
1. Pull the Chit in the
Kanban Board to
current stage
2. Add details to the
order, as
mentioned in the
guidelines
3. Write in readable
form in the area
provide
4. Keep the card in
accessible area for
next stage
1. Pull working Card in
Kanban Board – in
review stage.
2. Review the cards as
per stage wise
Specification
3. Push the card to
Work Done stage
4. If not compelte send
the card back to the
respective stage
5. Add new chit in
Kanban board using
different color
sticky.notes for
defects
1. Pull the Chit in the
Kanban Board to
current stage
2. Add details to the
order, as
mentioned in the
guidelines
3. Write in readable
form in the area
provide
4. Keep the card in
accessible area for
next stage

20. 2 round Rounds (25-30 mins each)
1. Plan 5-10 mins how and who will execute. Setup Kanban Boards
2. Execute for 10 mins
• Work can only be passed on from stage to another based Details Of Done
3. Retro for 5 mins
4. 5 -10 mins Debrief and next planning
• Observe number of Card and type of card done and plan accordingly. Build Predictability.
• Set WIP for each stage.
• Number of unfinished cards at what states.
5. Business Agility Challenge will be added before 2nd . Figure out how to hand
6. Execute for 10 mins
• Work can only be passed on from stage to another based DOD
7. 5 -10 mins Debrief and final learning sharing
Timing:
Activity Time: 55-60 Mins
Materials:
• Marker Pens
• Sketch Pens ( 1 packet per Table)
• Sticky notes of 3 or 4 different Colors
• Chart Papers
• Scale
• Transparent Tapes
Exercise Details

21. Order Type = 1
ORDER
RECEIVER
RESOURCE
MANAGER
Order Type = 1
Order Type = 1 Order Type = 1
ORDER
RECEIVER
RESOURCE
MANAGER
ORDER
RECEIVER
RESOURCE
MANAGER
ORDER
RECEIVER
RESOURCE
MANAGER
Order #= Order #=
Order #= Order #=

22. Order Type = 1 Order Type = 1
Order Type = 1 Order Type = 1
FIELD
ENGINEER
CUSTOMER
CARE
FIELD
ENGINEER
CUSTOMER
CARE
FIELD
ENGINEER
CUSTOMER
CARE
FIELD
ENGINEER
CUSTOMER
CARE
Order #= Order #=
Order #= Order #=

23. Order Type = 2
ORDER
RECEIVER
RESOURCE
MANAGER
Order Type = 2
Order Type = 2 Order Type = 2
ORDER
RECEIVER
RESOURCE
MANAGER
ORDER
RECEIVER
RESOURCE
MANAGER
ORDER
RECEIVER
RESOURCE
MANAGER
Order #= Order #=
Order #= Order #=

24. Order Type = 2 Order Type = 2
Order Type = 2 Order Type = 2
FIELD
ENGINEER
CUSTOMER
CARE
FIELD
ENGINEER
CUSTOMER
CARE
FIELD
ENGINEER
CUSTOMER
CARE
FIELD
ENGINEER
CUSTOMER
CARE
Order #= Order #=
Order #= Order #=

25. Order Type = 3
ORDER
RECEIVER
RESOURCE
MANAGER
Order Type = 3
Order Type = 3 Order Type = 3
ORDER
RECEIVER
RESOURCE
MANAGER
ORDER
RECEIVER
RESOURCE
MANAGER
ORDER
RECEIVER
RESOURCE
MANAGER
Order #= Order #=
Order #= Order #=

26. Order Type = 3 Order Type = 3
Order Type = 3 Order Type = 3
FIELD
ENGINEER
CUSTOMER
CARE
FIELD
ENGINEER
CUSTOMER
CARE
FIELD
ENGINEER
CUSTOMER
CARE
FIELD
ENGINEER
CUSTOMER
CARE
Order #= Order #=
Order #= Order #=

27. Order Type = 4
ORDER
RECEIVER
RESOURCE
MANAGER
Order Type = 4
Order Type = 4 Order Type = 4
ORDER
RECEIVER
RESOURCE
MANAGER
ORDER
RECEIVER
RESOURCE
MANAGER
ORDER
RECEIVER
RESOURCE
MANAGER
Order #= Order #=
Order #= Order #=

28. Order Type = 4 Order Type = 4
Order Type = 4 Order Type = 4
FIELD
ENGINEER
CUSTOMER
CARE
FIELD
ENGINEER
CUSTOMER
CARE
FIELD
ENGINEER
CUSTOMER
CARE
FIELD
ENGINEER
CUSTOMER
CARE
Order #= Order #=
Order #= Order #=

29. Did you get following Learnings
• Understanding the steps to complete the order working with various line of service/ business
preparing the jobcard and visualize the hand-off’s via the use of Kanban squares (Visualizing the
Work).
• Discussing what happens when we try to do too much work at once (Limiting WIP).
• Identifying where the bottlenecks are occurring in the process using metrics (Kaizen).
• Experiment with alternate ways of doing the work and observing that as we improve, the bottleneck
moves around the process (Understanding the Whole).
• Demonstrating how certain individuals will become more confident with their task and becoming
more productive (Managing Specialization).
• Using Standard Work to help reveal problems.

30. Linkedin - https://in.linkedin.com/in/saikatdas16
Twitter - @dsaikats