The document discusses the missing agile feedback loop between delivery teams and customers. It proposes a regular "Service-Delivery Review" meeting to close this loop. The review would quantitatively discuss metrics like delivery times, blockers, risks and options to improve fitness for purpose from the customer's perspective. Establishing clear service level expectations and involving both the customer and delivery team could help teams understand if their service is meeting the customer's needs.

1. # L K S T L | A u g . 2 8 , 2 0 1 7
THE SERVICE-DELIVERY REVIEW
The Missing Agile Feedback Loop

2. @mattphilip #lkstl
THE MOST IMPORTANT PHRASE?

3. @mattphilip #lkstl
THE MOST IMPORTANT PHRASE?

4. WHAT'S THE
PROBLEM?

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DELIVERY CONCERNS
ServiceProduct
Team
(Internal)
Customer
(External)
Viewpoint
Component

6. @mattphilip #lkstl
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)

7. @mattphilip #lkstl
FEEDBACK LOOPS
? ?
? ?
ServiceProduct
Customer
(Build right thing)
Team
(Build thing right)

8. @mattphilip #lkstl
FEEDBACK LOOPS
Retrospective ?
? ?
ServiceProduct
Customer
(Build right thing)
Team
(Build thing right)

9. @mattphilip #lkstl
FEEDBACK LOOPS
Retrospective ?
■ Automated
build/tests
■ Code metrics
■ Performance
monitors
?
ServiceProduct
Customer
(Build right thing)
Team
(Build thing right)

10. @mattphilip #lkstl
FEEDBACK LOOPS
Retrospective ?
■ Automated
build/tests
■ Code metrics
■ Performance
monitors
■ Demo
■ Usage
metrics
■ Money!
ServiceProduct
Customer
(Build right thing)
Team
(Build thing right)

11. @mattphilip #lkstl
FEEDBACK LOOPS
Retrospective ?
■ Automated
build/tests
■ Code metrics
■ Performance
monitors
■ Demo
■ Usage
metrics
■ Money!
ServiceProduct
Customer
(Build right thing)
Team
(Build thing right)

12. @mattphilip #lkstl
A POSSIBLE SOLUTION
Retrospective
Service-
Delivery
Review
■ Automated
build/tests
■ Code metrics
■ Performance
monitors
■ Demo
■ Usage
metrics
■ Money!
ServiceProduct
Customer
(Build right thing)
Team
(Build thing right)

13. SERVICE-DELIVERY
REVIEW

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

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7 KANBAN CADENCES

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WHO SHOULD ATTEND?

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TOPICS
▫︎Delivery times (aka Cycle/Lead/Time-in-Process) of
recent work and tail length in distribution
▫︎Blocker-clustering results and remediations
▫︎Risks and mitigations
▫︎Aging of work in progress
▫︎Work-type mix (% allocation to work types)
▫︎Classes of service/expectations of each work type
▫︎Value-demand ratio (value-add or failure demand)
▫︎Due-date performance (fixed-date misses)
▫︎Policy changes

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

19. 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?
ACHIEVEMENTS AND SHORTFALLSVS. EXPECTATIONS
DELIVERY-TIME EXPECTATION
85th percentile:
50th percentile:
BLOCKER CLUSTERS
Express largest clusters by type, count and total days blocked
RECENT DELIVERY SCATTERPLOT
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 HYPOTHESES
We believe that <change> will result in <outcome> and we’ll know because of <signal>
Date:“Is our service delivery fit for its purpose according to our customer?”

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SCATTERPLOT

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FLOW-EFFICIENCY TREND

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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

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PROBABILISTIC FORECAST

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AGING WORK IN PROGRESS

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TAKEAWAYS
▫︎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”

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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? book by Dan Vacanti
(https://leanpub.com/whenwillitbedone)
▫︎http://kanbanize.com/
▫︎https://actionableagile.com/

27. @mattphilip #lkstl
Questions?
THANK YOU