Leading the process change (STATIK (Systems Thinking Approach to…
Leading the process change
Fitness for Purpose
Quality is measured by the customer perspective
Your purpose is to serve your customers, generate value and perpetuate the business
Your business needs to be fit for purpose
How do you know it is fit?
Net Fitness Score
What is your objective?
How have this service satisfied your objective? (exceed a lot, exceed a bit, satisfied, some, no)
Why have you answered that?
NFS is more actionable than NPS
Management through Fitness for Purpose is objective
(Systems Thinking Approach to Introduce Kanban)
1 - Define the Fitness for Purpose
KPIs, SLEs e SLAs
2 - Gather internal and external complaints
3 - Demand analysis
What sort of demands do you have?
What is the volume of those demands
Is it seasonal?
4 - Analysed capacity
Can I do what is needed?
How much can I do?
Do I have all the skills / tools?
5 - Model the workflow
6 - Uncover the service classes
7 - Design the Kanban System
Tip: Do not define responsibilities over activities between teams
TIP: Design based on purpose!
Tip: Do no model the ideal future, start from the as-is.
Tip: Limit WIP, it increases quality and increases predictability, also too small WIP is not productive. 2-3 pp.
From the commitment to the next virtual infinite queue
Use the distribution to understand your system
Alfa: What is the range of lead time? I.e. from 1-25 days
Why the fastest and slowest exist? Which is the narrative?
Where is your 90% percentile? We can deliver in x days with 90% confidence
How long is the tail?
CFD - Cumulative Flow Diagram
The inclination (angle) of the done line is the throughput
The line thickness is the WIP
The horizontal line between to-do and done is the cycle time
Starting the change:
Increase dissatisfaction, by making it explicit
Quick and small change experements
Use a narrative to sell the change
That's how humans thing
They are much more powerful than raw data