Model the service delivery workflow
This is a series of posts from the main topic STATIK (Systems Thinking Approach to Introduce Kanban) wich it’s an exploratory and collaborative approach to implement Kanban. It helps to understand the current demand and dynamics, to design and implement a Kanban work model that allows increasing the efficiency and quality of the service through the culture and techniques of continuous improvement.
Statik Steps
As an iterative approach, STATIK suggests you go through the following steps.
For each identified service:
- Understand what makes the business fit for purpose
- Understand sources of dissatisfaction
- Analyze the source and nature of demand
- Analyze current delivery capability
- Model the service delivery workflow
- Identify and define classes of service
- Design the Kanban system
- Socialize design & negotiate implementation
Model the service delivery workflow
In this step we are already delving into the core of the Kanban System design. We want to clearly identify boundaries of the service, stakeholders, customers, dependencies and the workflow.
We want to really understand service’s current situation (what the team actually does as opposed to what the team thinks it does or they would like to be doing).
MODEL THE SERVICE DELIVERY WORKFLOW
Model and draw the workflows for each type of demand which has been identified. Jump into the service area of responsibility and model the workflow. It is very important here that we model what the service is currently doing, not what they think they are doing or they would like to be doing.
Next STATIK’s step is Identify and define classes of service. Or review the previous step, Analyze current delivery capability.
