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The Service-Delivery Review: The Missing Agile Feedback Loop

Matt Philip
November 30, 2017

The Service-Delivery Review: The Missing Agile Feedback Loop

Slides as presented at the Lean Kanban France Conference, 30 Nov 2017. http://2017.leankanban.fr/sessions/the-service-delivery-review-the-missing-agile-feedback-loop/

Matt Philip

November 30, 2017
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  1. # l k f r 1 7 | @ m a t t p h i l i p
    THE SERVICE-DELIVERY REVIEW
    The Missing Agile Feedback Loop

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  2. @mattphilip #lkfr17
    WHAT’S YOUR FAVORITE PART?

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  3. @mattphilip #lkfr17
    WHAT’S YOUR FAVORITE PART?

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  4. @mattphilip #lkfr17
    “CONTINUOUSLY FIT”

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  5. WHAT'S THE
    PROBLEM?

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  6. @mattphilip #lkfr17
    HOW WOULD YOU ANSWER?

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  7. @mattphilip #lkfr17
    IS THIS SATISFACTORY?

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  8. @mattphilip #lkfr17
    In the absence of any quantitative
    feedback about the performance of our
    service delivery, fake due dates and
    artificial boundaries are always going to
    persist.

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  9. @mattphilip #lkfr17
    DELIVERY CONCERNS
    Service
    Product
    Team 

    (Internal)
    Customer
    (External)
    Viewpoint
    Component

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  10. @mattphilip #lkfr17
    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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  11. @mattphilip #lkfr17
    FEEDBACK LOOPS
    ? ?
    ? ?
    Service
    Product
    Customer 

    (Build right thing)
    Team 

    (Build thing right)

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  12. @mattphilip #lkfr17
    FEEDBACK LOOPS
    Retrospective ?
    ? ?
    Service
    Product
    Customer 

    (Build right thing)
    Team 

    (Build thing right)

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  13. @mattphilip #lkfr17
    FEEDBACK LOOPS
    Retrospective ?
    ■ Automated
    build/tests
    ■ Code metrics
    ■ Performance
    monitors
    ?
    Service
    Product
    Customer 

    (Build right thing)
    Team 

    (Build thing right)

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  14. @mattphilip #lkfr17
    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 #lkfr17
    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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  16. @mattphilip #lkfr17
    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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  17. SERVICE-DELIVERY
    REVIEW

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  18. @mattphilip #lkfr17
    A regular, quantitatively-oriented
    discussion between a customer and
    delivery team about the fitness for
    purpose of its service delivery.

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  19. @mattphilip #lkfr17
    7 KANBAN CADENCES

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  20. @mattphilip #lkfr17
    Is our service fit for its purpose?

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  21. @mattphilip #lkfr17
    POSSIBLE TOPICS
    ▫︎Delivery times of recent work, 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),
    front-line staff reports
    ▫︎“What obstacles stand in the way of our service-
    delivery expectations?”

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  22. @mattphilip #lkfr17
    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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  23. 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 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., reduce WIP)
    FORECAST
    Based on delivery times, our expectation that we will complete remaining work
    IMPROVEMENT DRIVERS AND HYPOTHESES
    We believe that will result in and we’ll know because of
    POLICY CHANGES
    Date:
    “Is our service delivery fit for its purpose according to our customer?”

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  24. @mattphilip #lkfr17
    DELIVERY-TIME SCATTERPLOT

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  25. @mattphilip #lkfr17
    PERSONAL SDR: STANDARD URGENCY ITEMS

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  26. @mattphilip #lkfr17
    PERSONAL SDR: FIXED-DATE PERFORMANCE

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  27. @mattphilip #lkfr17
    DELIVERY-TIME HISTOGRAM

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  28. @mattphilip #lkfr17
    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

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  29. @mattphilip #lkfr17
    PROBABILISTIC FORECAST

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  30. @mattphilip #lkfr17
    AGING WORK IN PROGRESS

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  31. @mattphilip #lkfr17
    FITNESS FOR PURPOSE CARDS
    https://t.co/H53EzHVNRa

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  32. @mattphilip #lkfr17
    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

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  33. @mattphilip #lkfr17
    Delighting customers 

    doesn’t build loyalty; 

    reducing their effort—

    the work they must do 

    to get their problem solved

    —does.

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  34. @mattphilip #lkfr17
    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!

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  35. @mattphilip #lkfr17
    93%, my love.

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  36. @mattphilip #lkfr17
    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”

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  37. @mattphilip #lkfr17
    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

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  38. @mattphilip #lkfr17
    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

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  39. @mattphilip #lkfr17
    Questions?
    MERCI

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