1. 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