Understand sources of dissatisfaction

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:

1. Understand what makes the business fit for purpose
2. Understand sources of dissatisfaction
3. Analyze the source and nature of demand
4. Analyze current delivery capability
5. Model the service delivery workflow
6. Identify and define classes of service
7. Design the Kanban system
8. Socialize design & negotiate implementation

Understanding the source of dissatisfaction

Before identifying the source of dissatisfaction, I recommend identifying and mapping by influence/interest your stakeholders.

IDENTIFYING STAKEHOLDERS

Identify who your stakeholders are (names, roles, groups) on post-its.

Examples of stakeholders.

STAKEHOLDERS MAPPING

Next, work out their power, influence, and interest, so that you know who you should focus on.

Power/Interest matrix.

SOURCES OF DISSATISFACTION

First, allow each one to fulfill and expose their dissatisfaction with the current system. Then, grouping and prioritizing the dissatisfaction in a group.

It’s often useful to split sources of dissatisfaction into two categories: Internal and External.

Source of dissatisfaction activity outcomes.

Next STATIK's steps are Analyze the source and nature of demand and current delivery capacity. Or review the previous step Understand what makes the business fit for purpose.