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The Service-Delivery Review: The Missing Agile Feedback Loop

Matt Philip
October 11, 2017

The Service-Delivery Review: The Missing Agile Feedback Loop

Slides as presented at the Prairie Dev Con Deliver Conference, Winnipeg, Manitoba, Canada, Oct. 11, 2017 (http://www.prdcdeliver.com/) @mattphilip #prdcdeliver #kanban #f4p

Matt Philip

October 11, 2017
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  1. # p r d c d e l i v e r | O c t . 1 1 , 2 0 1 7
    THE SERVICE-DELIVERY REVIEW
    The Missing Agile Feedback Loop

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  2. @mattphilip #prdcdeliver
    A TALE OF TWO CITIES
    Legendary 

    Hockey Families
    Water Clarity
    Motto
    Winnipeg St. Louis
    “Gateway to the West”
    Hull + 

    Steen
    Muddy
    French Language Bastardized
    by English
    Bastardized
    by Germans
    Bobby Thomas Brett Alexander

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

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

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  5. WHAT'S THE
    PROBLEM?

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  6. @mattphilip #prdcdeliver
    HOW WOULD YOU ANSWER?

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  7. @mattphilip #prdcdeliver
    IS THIS SATISFACTORY?

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  8. @mattphilip #prdcdeliver
    DELIVERY CONCERNS
    Service
    Product
    Team 

    (Internal)
    Customer
    (External)
    Viewpoint
    Component

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  9. @mattphilip #prdcdeliver
    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?
    Service
    Product
    Customer 

    (Build right thing)
    Team 

    (Build thing right)

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  10. @mattphilip #prdcdeliver
    FEEDBACK LOOPS
    ? ?
    ? ?
    Service
    Product
    Customer 

    (Build right thing)
    Team 

    (Build thing right)

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  11. @mattphilip #prdcdeliver
    FEEDBACK LOOPS
    Retrospective ?
    ? ?
    Service
    Product
    Customer 

    (Build right thing)
    Team 

    (Build thing right)

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  12. @mattphilip #prdcdeliver
    FEEDBACK LOOPS
    Retrospective ?
    ■ Automated
    build/tests
    ■ Code metrics
    ■ Performance
    monitors
    ?
    Service
    Product
    Customer 

    (Build right thing)
    Team 

    (Build thing right)

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  13. @mattphilip #prdcdeliver
    FEEDBACK LOOPS
    Retrospective ?
    ■ Automated
    build/tests
    ■ Code metrics
    ■ Performance
    monitors
    ■ Demo
    ■ Usage
    metrics
    ■ Money!
    Service
    Product
    Customer 

    (Build right thing)
    Team 

    (Build thing right)

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  14. @mattphilip #prdcdeliver
    FEEDBACK LOOPS
    Retrospective ?
    ■ Automated
    build/tests
    ■ Code metrics
    ■ Performance
    monitors
    ■ Demo
    ■ Usage
    metrics
    ■ Money!
    Service
    Product
    Customer 

    (Build right thing)
    Team 

    (Build thing right)

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  15. @mattphilip #prdcdeliver
    A POSSIBLE SOLUTION
    Retrospective
    Service-
    Delivery
    Review
    ■ Automated
    build/tests
    ■ Code metrics
    ■ Performance
    monitors
    ■ Demo
    ■ Usage
    metrics
    ■ Money!
    Service
    Product
    Customer 

    (Build right thing)
    Team 

    (Build thing right)

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  16. SERVICE-DELIVERY
    REVIEW

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

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  18. @mattphilip #prdcdeliver
    7 KANBAN CADENCES

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  19. @mattphilip #prdcdeliver
    WHO SHOULD ATTEND?

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  20. @mattphilip #prdcdeliver
    TOPICS (“IS OUR SERVICE FIT FOR ITS PURPOSE?”)
    ▫︎Delivery times (aka Cycle/Lead/Time-in-Process) of
    recent work and tail length in distribution
    ▫︎Blocker-clustering results and remediations
    ▫︎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
    ▫︎Results of fitness surveys (e.g., F4P Box Score)
    ▫︎“What obstacles stand in the way of our service-
    delivery expectations?”

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  21. @mattphilip #prdcdeliver
    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
    Service
    Product
    Customer 

    (Build right thing)
    Team 

    (Build thing right)

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  22. 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%
    Delivery Team (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 on-time delivery of expedite items?
    STANDARD-URGENCY PERFORMANCE
    How well did we do with on-time delivery of expedite items?
    Service-level expectation:
    85th percentile:
    50th percentile:
    BLOCKER CLUSTERS
    Express largest clusters by type, count and total days blocked
    ACHIEVEMENTS AND SHORTFALLS VS. EXPECTATIONS
    OPTIONS TO REDUCE RISK
    Or system-design changes to improve capability vs. expectations (e.g., reduce WIP)
    FORECAST
    Based on delivery times, our expectation that we will complete remaining work
    IMPROVEMENT HYPOTHESES
    We believe that will result in and we’ll know because of
    Date:
    “Is our service delivery fit for its purpose according to our customer?”

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  23. @mattphilip #prdcdeliver
    DELIVERY-TIME SCATTERPLOT

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  24. @mattphilip #prdcdeliver
    DELIVERY-TIME HISTOGRAM

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  25. @mattphilip #prdcdeliver
    FLOW-EFFICIENCY TREND

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  26. @mattphilip #prdcdeliver
    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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  27. @mattphilip #prdcdeliver
    PROBABILISTIC FORECAST

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  28. @mattphilip #prdcdeliver
    AGING WORK IN PROGRESS

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  29. @mattphilip #prdcdeliver
    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
    ▫︎Generates feedback with (meaningful) data
    ▫︎Forces you to understand why you fail and align
    improvement efforts
    ▫︎Builds customer trust and loyalty
    ▫︎Gives employees greater sense of achievement

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  30. @mattphilip #prdcdeliver
    Delighting customers 

    doesn’t build loyalty; 

    reducing their effort—

    the work they must do 

    to get their problem solved

    —does.

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  31. @mattphilip #prdcdeliver
    TAKEAWAYS FOR NEXT MONDAY
    ▫︎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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  32. @mattphilip #prdcdeliver
    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

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  33. @mattphilip #prdcdeliver
    Questions?
    THANK YOU

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