Slides as presented at Lean Agile Scotland 2018 Conference, Oct. 3, 2018. #lascot http://leanagile.scot/2018/

1. # l a s c o t | @ m a t t p h i l i p
THE SERVICE-DELIVERY REVIEW
The Missing Agile Feedback Loop

2. @mattphilip #lascot
TWO QUESTIONS ABOUT COFFEE

3. @mattphilip #lascot
WHAT’S YOUR FAVORITE PART?

4. @mattphilip #lascot
WHAT’S YOUR FAVORITE PART?

5. @mattphilip #lascot
“SENSE AND RESPOND”

6. @mattphilip #lascot
BACK TO COFFEE

7. @mattphilip #lascot
Service providers must make promises
about listening and responding as
much as making and delivering.
— Jeff Sussna, Designing Delivery

8. @mattphilip #lascot
THE KANBAN LENS

9. @mattphilip #lascot
HOW WOULD YOU ANSWER?

10. WHAT'S THE
PROBLEM?

11. @mattphilip #lascot
In the absence of any quantitative
feedback about the performance of our
service delivery, arbitrary due dates and
artificial boundaries are always going to
persist.

12. @mattphilip #lascot
QUANTITATIVE FEEDBACK?

13. @mattphilip #lascot
9% of employees said their teams had
clear and measurable goals.
— Gallup (Buckingham and Coffman)

14. @mattphilip #lascot
FEEDBACK NEEDS
Is our
team
healthy?
Is our
service delivery
fit for its
purpose?
Is our
product
healthy?
Is our
product
fit for its
purpose?
ServiceProduct
Customer
(Build right thing)
Team
(Build thing right)

15. @mattphilip #lascot
ACTIVITY: FEEDBACK LOOPS
? ?
? ?
ServiceProduct
Customer
(Build right thing)
Team
(Build thing right)

16. @mattphilip #lascot
FEEDBACK LOOPS
?
? ?
ServiceProduct
Customer
(Build right thing)
Team
(Build thing right)
■Retrospective
■ Standup/
Flow-planning
meeting

17. @mattphilip #lascot
FEEDBACK LOOPS
?
■ Automated
build/tests/CI
■ Code metrics
■ Performance
monitors
?
ServiceProduct
Customer
(Build right thing)
Team
(Build thing right)
■Retrospective
■ Standup/
Flow-planning
meeting

18. @mattphilip #lascot
FEEDBACK LOOPS
?
■ Automated
build/tests/CI
■ Code metrics
■ Performance
monitors
ServiceProduct
Customer
(Build right thing)
Team
(Build thing right)
■ Demo
■ A/B tests
■ Usage
metrics
■ Money!
■Retrospective
■ Standup/
Flow-planning
meeting

19. @mattphilip #lascot
FEEDBACK LOOPS
?
■ Automated
build/tests/CI
■ Code metrics
■ Performance
monitors
ServiceProduct
Customer
(Build right thing)
Team
(Build thing right)
■ Demo
■ A/B tests
■ Usage
metrics
■ Money!
■Retrospective
■ Standup/
Flow-planning
meeting

20. @mattphilip #lascot
A POSSIBLE SOLUTION
Service-
Delivery
Review
■ Automated
build/tests/CI
■ Code metrics
■ Performance
monitors
■ Demo
■ A/B tests
■ Usage
metrics
■ Money!
ServiceProduct
Customer
(Build right thing)
Team
(Build thing right)
■Retrospective
■ Standup/
Flow-planning
meeting

21. SERVICE-DELIVERY
REVIEW

22. @mattphilip #lascot
A regular, quantitatively-oriented
discussion between a customer and
delivery team about the fitness for
purpose of its service delivery.

23. @mattphilip #lascot
SCALE WITH OPERATIONS REVIEW
Standup/
Kanban
Service-
Delivery
Review
Operations
Review
(monthly)
(biweekly)
(daily)

24. @mattphilip #lascot
Designing for service and not just
software focuses IT on its purpose
rather than on technical
implementations.
— Jeff Sussna, Designing Delivery

25. @mattphilip #lascot
POSSIBLE TOPICS
▫︎Delivery times of recent work, distribution
▫︎Blocker-clustering results and remediations
▫︎Work-type mix (% allocation to work types)
▫︎Classes of service/service-delivery expectations
▫︎Value-demand ratio (value-add or failure demand)
▫︎Due-date performance (fixed-date misses)
▫︎Policy changes
▫︎Input from fitness surveys (e.g., F4P Box Score),
front-line staff reports, social media
▫︎“What obstacles stand in the way of our service-
delivery expectations?”

26. @mattphilip #lascot
ACTIVITY: FEEDBACK METRICS
ServiceProduct
Customer
(Build right thing)
Team
(Build thing right)

27. @mattphilip #lascot
FEEDBACK METRICS
■ Team health
■ Engagement
■ Flow
efficiency
■ Delivery time
■ Throughput
■ Mean time to
restore service
■ Due-date
performance
■ Mean time to
restore build
■ Code health
■ Performance
■ Revenue
■ Usage
metrics
■ App-store
rating
ServiceProduct
Customer
(Build right thing)
Team
(Build thing right)

28. @mattphilip #lascot
I hired your team because of
their amazing velocity.
— No customer, ever

29. @mattphilip #lascot
ACTIVITY: GETTING STARTED

30. SERVICE-DELIVERY REVIEW CANVAS
FITNESS CRITERIA METRICS
What does our customer value about our service? e.g. Predictable delivery,
quality, delivery-time expectation at 85th%
DeliveryTeam (single kanban):
SERVICES WE PROVIDE
Which service requests / work items types do we accept?What are the
service level expectations of each work item type?
PARTICIPANTS IN REVIEW
E.g., Flow manager, coach, exec sponsor, Product owner, customer(s),
external stakeholders, delivery team reps
INPUTS OUTPUTS
DUE-DATE PERFORMANCE
How well did we do with on-time delivery of fixed-date items?
EXPEDITE PERFORMANCE
How well did we do with delivery of expedite items?
STANDARD-URGENCY PERFORMANCE
How well did we do with on-time delivery of standard-urgency items?
Service-level expectation:
85th percentile:
50th percentile:
BLOCKER CLUSTERS
Express largest clusters by type, count and total days blocked
CURRENT POLICIES
OPTIONS TO REDUCE RISK
Or system-design changes to improve capability vs. expectations (e.g., reduceWIP)
FORECAST
Based on delivery times, our expectation that we will complete remaining work
IMPROVEMENT DRIVERS AND HYPOTHESES
We believe that <change> will result in <outcome> and we’ll know because of <signal>
POLICY CHANGES
Date:“Is our service delivery fit for its purpose according to our customer?”

31. @mattphilip #lascot
DELIVERY-TIME SCATTERPLOT
-kanbanize.com

32. @mattphilip #lascot
VALUE-DEMAND RATIO
0%
25%
50%
75%
100%
7-Jan
14-Jan
21-Jan
28-Jan
4-Feb
11-Feb
18-Feb
25-Feb
4-M
ar
11-M
ar
18-M
ar
25-M
ar
1-Apr
Value-Demand Ratio = Value-Added Demand/
Total Demand

33. @mattphilip #lascot
PROBABILISTIC FORECAST
-kanbanize.com

34. @mattphilip #lascot
[Considering alternative future paths]
offsets the tendency for managers to
implicitly assume a single future … They
become more perceptive of changes
in the business environment and more
responsive to those changes.
— Peter Senge, The Fifth Discipline

35. @mattphilip #lascot
EXAMPLE

36. @mattphilip #lascot
AGING WORK IN PROGRESS

37. @mattphilip #lascot
FITNESS FOR PURPOSE CARDS
https://t.co/H53EzHVNRa

38. @mattphilip #lascot
TOP CUSTOMER SERVICE-DELIVERY EXPECTATIONS
▫︎Be accessible
▫︎Treat me courteously
▫︎Be responsive to what I need and want
▫︎Do what I ask promptly
▫︎Provide well-trained and informed employees
▫︎Tell me what to expect
▫︎Meet your commitments and keep your promises*
▫︎Do it right the first time
▫︎Follow up
▫︎Be socially responsible and ethical
-Brad Cleveland, International Customer Management Institute

39. @mattphilip #lascot
Delighting customers
doesn’t build loyalty;
reducing their effort—
the work they must do
to get their problem solved
—does.

40. @mattphilip #agilept
BENEFITS OF A SERVICE-DELIVERY REVIEW
▫︎Forces you to focus on customers and become fit
for the purpose for which they chose you
▫︎Sets clear standards and achievement
▫︎Generates feedback with (meaningful) data
▫︎Helps you understand why you fail and then align
improvement efforts
▫︎Builds customer trust and loyalty
▫︎Improve your relationships!

41. @mattphilip #lascot
93% 95%, my love.

42. @mattphilip #lascot
TAKEAWAYS FOR TOMORROW
▫︎Identify and involve your customer
▫︎Ask the “fitness” question (What do you value…?)
▫︎Discover your services
▫︎Establish service-delivery expectations
▫︎Keep doing the other useful feedback loops
▫︎Reduce/combine meetings rather than add new
▫︎Consider as way to measure “agile adoption”

43. @mattphilip #lascot
The tighter you make your feedback
loops, the greater agility you can exhibit
as a business, the faster you can sense
and respond.
— Anderson and Zheglov, Fit for Purpose

44. @mattphilip #lascot
REFERENCES AND FURTHER EXPLORATION
▫︎ http://www.djaa.com/kanban-cadences
▫︎ https://www.slideshare.net/agilemanager/kanban-cadences-information-flow
▫︎ https://mattphilip.wordpress.com/2017/05/24/service-delivery-review-the-missing-
agile-feedback-loop/
▫︎ When will it be done? by Dan Vacanti (https://leanpub.com/whenwillitbedone)
▫︎ http://kanbanize.com/
▫︎ https://actionableagile.com/
▫︎ https://hbr.org/1988/07/the-power-of-unconditional-service-guarantees
▫︎ http://www.icmi.com/Resources/Customer-Experience/2015/10/Ten-Customer-
Expectations-and-How-They-Are-Changing
▫︎ https://hbr.org/2010/07/stop-trying-to-delight-your-customers
▫︎ http://xprocess.blogspot.fr/ (Andy Carmichael)
▫︎ Fit for Purpose by Anderson and Zheglov
▫︎ Designing Delivery by Jeff Sussna

45. @mattphilip #lascot
Questions?
RESOURCES

46. Service
Product
Both
Neither
Other
Why did/do you choose your coffee shop?
What kind of business is Starbucks?

47. SERVICE:________________________________________

48. SERVICE-DELIVERY REVIEW CANVAS
FITNESS CRITERIA METRICS
What does our customer value about our service? e.g. Predictable delivery,
quality, delivery-time expectation at 85th%
DeliveryTeam (single kanban):
SERVICES WE PROVIDE
Which service requests / work items types do we accept?What are the
service level expectations of each work item type?
PARTICIPANTS IN REVIEW
E.g., Flow manager, coach, exec sponsor, Product owner, customer(s),
external stakeholders, delivery team reps
INPUTS OUTPUTS
DUE-DATE PERFORMANCE
How well did we do with on-time delivery of fixed-date items?
EXPEDITE PERFORMANCE
How well did we do with delivery of expedite items?
STANDARD-URGENCY PERFORMANCE
How well did we do with on-time delivery of standard-urgency items?
Service-level expectation:
85th percentile:
50th percentile:
BLOCKER CLUSTERS
Express largest clusters by type, count and total days blocked
CURRENT POLICIES
OPTIONS TO REDUCE RISK
Or system-design changes to improve capability vs. expectations (e.g., reduceWIP)
FORECAST
Based on delivery times, our expectation that we will complete remaining work
IMPROVEMENT DRIVERS AND HYPOTHESES
We believe that <change> will result in <outcome> and we’ll know because of <signal>
POLICY CHANGES
Date:“Is our service delivery fit for its purpose according to our customer?”

49. SERVICE-DELIVERY REVIEW CANVAS
DeliveryTeam (single kanban):
INPUTS OUTPUTS
Date:“Is our service delivery fit for its purpose according to our customer?”

50. @mattphilip #lascot
FEEDBACK LOOPS
ServiceProduct
Customer
(Build right thing)
Team
(Build thing right)

51. @mattphilip #lascot
FEEDBACK METRICS
ServiceProduct
Customer
(Build right thing)
Team
(Build thing right)