Kanban Service Level Agreement

Let`s take a real example for each product industry in which the product is published at a defined frequency (for example. B twice a year) and the corresponding package services (customer-reported defects) are corrected monthly. Overtime (z.B. 2 years): There are many versions on the market that are implemented by different customers. Considering that each customer needs a certain threshold (SLA) for the difference in the severity of the defects. This means that severity A is closed within 7 business days, gravity B within 14 business days and gravity C within 21 business days. The question here is how to fill these SLAs for different published versions. This is what Kanban`s service classes want to offer. This service class is for important and priority elements that require immediate processing. An accelerated element prevents further work and requires crews to ensure that there is no interruption in the workflow. The WIP limit for this class is set at one, but if too many accelerated items need to be resolved, the WIP limit value for that class can be increased. This may mean that work done on other services should give way. In this case, the team members disperse to get the accelerated tasks out of the pipeline as quickly as possible.

Filed Unter: Kanban Tagged With: Cost of Delay, Expediting, Impact, just in time, priority, proxy variable, pull system, push system, service level agreement, trust, urgent, work in progress limit by using classes of service, teams are able to prioritize work by urgent and value, which exactly what cost of delay is about. When it comes to knowledge work, the type of elements that teams work on varies in terms of urgency, requirements, perceived business value and priority. You can specify z.B that a service is delivered between 5 and 8 days. That`s what customers expect. Therefore, even if it is not the same concept, there may be circumstances or organizations that could have the same meaning of both an agreement and an expectation. Let`s start by briefly discussing what the Service Level Agreement (SLA) is.