Table of Contents

Appraisals x Foreword xii Preface xvi Part 1 Kanban 1 1 Introduction 3 1.1 What we Care About 4 1.2 Who should Read this Book 6 2 Kanban Principles and Core Practices 8 2.1 Seeking Productivity 9 2.2 kanban and Kanban 12 2.3 Evolutionary Change Management 15 2.3.1 Knowledge Work: The Problem of Invisibility 17 2.4 Kanban Core Practices 18 2.4.1 Making the Work Visible 18 2.4.2 Limiting the WiP 19 2.4.3 Managing the Flow 20 2.4.4 Making Policies Explicit 21 2.4.5 Implementing Feedback Mechanisms 22 2.4.6 Carrying Out Collaborative Improvements 22 2.5 Implementation of the Core Practices in an Organization 23 3 Visualization 25 3.1 First Step: Defining the Extent 26 3.2 Second Step: Visualizing the Process 27 3.2.1 How Are Work Items Visualized? 28 3.2.2 Representation of Parallel Processing 30 3.2.3 Representation of Activities Without a Fixed Sequence 32 3.3 Determining the Work Item Types 32 3.3.1 Visualization of Work Item Types 34 4 WiP limits 38 4.1 The Advantages of WiP Limits 39 4.1.1 Making Problems Visible 41 4.1.2 Making Bottlenecks Visible 42 4.2 Setting WiP Limits 48 4.2.1 Size of the Input Queue 48 4.2.2 WiP Limits for Various Work Item Types 49 4.2.3 Consequences of Different WiP Limits 50 5 Classes of Service 53 5.1 Cost of Delay and Policies 54 5.1.1 The Class of Service Expedited 56 5.1.2 The Class of Service Fixed Delivery Date 57 5.1.3 The Class of Service Standard 59 5.1.4 The Class of Service Intangible 60 5.2 Capacities of Classes of Service 61 5.3 SLAs 62 6 Operation and Coordination 65 6.1 Daily Stand ]up Meeting 66 6.2 Queue Replenishment Meeting 67 6.2.1 Backlog Maintenance 69 6.3 Release Planning Meetings 69 6.3.1 What Is a Good Delivery Cadence? 70 6.4 Team Retrospectives 72 6.5 Operations Reviews 72 7 Metrics and Improvements 74 7.1 Metrics in Kanban 75 7.2 Cumulative Flow Diagram 77 7.3 Measuring the Lead Time 79 7.3.1 Throughput 80 7.4 Rework and Blockers 82 7.4.1 Blockers 82 7.5 Improvements 83 7.5.1 Theory of Constraints 84 7.5.2 Reducing Waste 86 7.5.3 Reducing Variability 86 Part 2 Change and LEADERSHIP 89 8 Forces of Change 91 8.1 Turbulent Times 92 8.2 Turbulent Change 95 9 Environments and Systems 100 9.1 Organizations Close ]up 103 9.2 A Roadmap for Change 106 10 Organizational and Personal Change 110 10.1 The Iceberg of Change 112 10.2 The Change Curve 115 10.2.1 Fear and Resistance 116 10.2.2 Rational Insight and Emotional Acceptance 117 10.2.3 Applying the New Behaviors 118 10.2.4 Learning and Integration 119 11 Emotions in Change Processes 122 11.1 Uncertainty Worry and Anxiety 123 11.2 Anger and Aggression 126 11.3 Sadness and Disappointment 128 11.4 Enthusiasm Joy and Courage 129 12 Corporate Culture and Politics 133 12.1 The Power of Corporate Culture 136 12.2 Corporate Culture and Micropolitics 139 13 Conclusions for Kanban Change Leadership 142 13.1 Mindfulness 143 13.1.1 A New Paradigm for Management and Leadership 145 13.2 Communication 148 13.2.1 The Meaning of Joint Reflection 152 13.2.2 The Power of Dialog 154 13.3 Process Design 156 Part 3 Kanban CHANGE LEADERSHIP 161 14 From the Idea to the Initiative 163 15 General Clarification 167 15.1 Clarify the Method 169 15.2 Clarify the Organizational Context 171 16 Deeper Understanding 175 16.1 The Personal Retrospective 176 16.2 The Team Constellation 179 16.3 The Change Dialog 182 16.3.1 Empathy 185 16.3.2 Delimitation 186 16.3.3 Objectification 186 16.4 The Team Conversation 188 16.5 The Team Retrospective 191 16.6 The Stakeholder Map 195 16.7 The Stakeholder Interview 197 16.8 Stakeholder Workshop 200 16.8.1 Feedback Through the Kanban Sponsor 201 16.8.2 Feedback from the Stakeholders 203 16.9 Solo Dialog Coaching or Training? 205 17 The System Design Workshop 208 17.1 Identifying the Work Item Types 213 17.1.1 Filling the Stakeholder Map with Work Item Types 214 17.1.2 Criteria for Decisions Concerning Clusters 215 17.1.3 White Noise: Background Voices 216 17.1.4 Variation 1 217 17.1.5 Variation 2 218 17.2 Identifying the Processes 219 17.2.1 Finding the Work Steps for Our Work Item Types 219 17.2.2 Simulation and Ticket Design 222 17.3 Determining the Wip Limits 224 17.3.1 Step 1: Finding the Right Capacities 225 17.3.2 Step 2: Translation into WiP Limits 227 17.3.3 Distribution of the WiP Limits for a Support or Test Team 232 17.4 Determining the Classes of Service 234 17.4.1 Creating Clarity between Work Item Types and Classes of Service 235 17.4.2 Defining the Policies 237 17.4.3 Establishing the Capacities of the Classes of Service 238 17.5 Defining the Measurements 241 17.5.1 Selecting the Appropriate Measurements 243 17.5.2 Step 1: Teamwork: Identification of Possible Measurements 243 17.5.3 Step 2: Determining the Initial Handling 244 17.6 Determining the Frequency of Meetings 246 17.6.1 The Daily Stand ]Up Meeting 247 17.6.2 Team Retrospectives 248 17.6.3 The Queue Replenishment Meeting 249 17.6.4 The Release Planning Meeting 251 17.7 Concluding the System Design Workshop 252 17.7.1 Simulation of the Entire Kanban System 252 17.7.2 Conclusion 253 18 Operation 256 18.1 Moving from a Failure Culture to a Learning Culture 258 18.1.1 Yes I Make Mistakes 260 18.1.2 A Particular Mistake: Slack 262 18.2 Facilitation 264 18.3 Conflicts in Operation 269 18.3.1 An Important Stakeholder Doesn t Stick to the Agreements 270 18.3.2 The Team Relapses into Old Habits 271 18.3.3 Collaboration Is Plagued by Dysfunctional Behavior 273 18.4 Carrying the Kanban Fire Onward 275 list of Figures 278 references 281 Index 287

About the Author

Klaus Leopold, PhD., is a computer scientist with extensiveexperience in helping IT organizations to manage knowledge work.Dr. Leopold is the managing partner of the company LEANabilityGmbH, based in Vienna, Austria. He is a founding member of LeanKanban University, co-founder of the Limited WiP Society in Austriaand Switzerland, a founding member of the management network Stoos,and author of the blog klausleopold.com. Siegfried Kaltenecker, PhD., is the managing partner of thecompany Loop Organizational Consulting GmbH, based in Vienna,Austria. As a change management and leadership expert, Dr.Kaltenecker has specialized in Process Management withLean/Agile/Kanban/Scrum and has worked as a consultant and trainerfor over twenty years for a variety of companies. He is theco-editor of "PAM Platform for Agile Management" andco-author of Leading Self-Organizing Teams .