SERVICE-DELIVERY REVIEW CANVAS

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Presentation transcript:

SERVICE-DELIVERY REVIEW CANVAS Are we delivering according to customer expectations? (single team) Date: Delivery Team: SERVICES WE PROVIDE Which service requests / work items types do we accept? What are the service level expectations of each work item type? FITNESS CRITERIA METRICS What does our customer value about our service? e.g. Predictable delivery, quality, delivery-time expectation at 85th% PARTICIPANTS IN REVIEW Required: Flow manager or coach, exec sponsor Optional: Product owner, customers, other external stakeholders, representatives of delivery team INPUTS OUTPUTS ACTIONS FROM LAST RETROSPECTIVE ACHIEVEMENTS AND SHORTFALLS VS. EXPECTATIONS Analyze for assignable/special cause versus chance/common cause DELIVERY-TIME EXPECTATION 85th percentile: 50th percentile: BLOCKER CLUSTERS Express largest clusters by type, count and total days blocked HEALTH METRICS OPTIONS TO REDUCE RISK Or system-design changes to improve capability vs. expectations (e.g., reduce WIP) FORECAST Based on delivery times, our expectation that we will complete remaining work HOW EXEC SPONSOR CAN HELP