Kanban

Maintenance department (9 fte) has 4 types of work:

• incidents (errors in production, from small to mayor issues)
• change requests
• problems: problems are structural solutions to recurring incidents resulting in a change request, solution is not known beforehand
• service requests: query requests for certain data, some data error analysis etc.

Some numbers: type of work average amount hours spent per type of work Percentage of total work spent incidents 15 per day 10 min – 30 hours, 1 a 1,5 hour on average 34% change requests 14 per month 40 hours on average 38% problems 3 per month wide range (solution unknown beforehand) 2,5% service requests 3 per day 1 – 8 hours 12% 12% general support

Two service domains, using swimming lanes:

1. Office applications; and
2. Logistical applications.

Per swimming lane, they sacrify one person as ‘incident master’ for the day, eliminating interrupts for the rest of the team. Other team member jump in when either or both get overloaded with work. There is no boom buffer agreement.

What types of work would you put up on the Kanban board?

Sources

• http://www.slideshare.net/LESSConf/the-science-of-kanban
• http://zachholman.com/posts/slide-design-for-developers/