The getKanban Board Game!

read through this slide deck, familiarize yourself with the physical components of the game, and run through the game by yourself.
The instructions are very prescriptive to avoid ambiguity as you are starting out. If you facilitate the game often, you may wish to modify the startup procedure and rules to your own taste. Feel free to modify this deck for your own use.
You should allow at least 2 ½ hours to play the game, and longer if you choose to discuss the advanced discussion topics during the game, and/or debrief at the end of it.
Please don’t hesitate to contact us if you need any assistance with the game, or to make suggestions for improvement.
Kind regards
Russell Healy
Principal Consultant
getKanban Limited
Wellington, New Zealand
russell.healy@getkanban.com

Facilitator’s Guide Contents
Teams
Approach
Caveats
Game kit contents

Facilitator’s Guide

of people. It involves frequent decision making, and can sometimes suffer from lengthy analysis.
To counter this, it is best when multiple teams play at the same time. You can enhance the competition by either offering a bonus for the first team to finish (as shown at the end of Game Instructions) or by setting a fixed time at which game play must stop.
The ideal team size is about six players. There are five specific roles that some players will take. These roles require the attention of the people playing them, so it is good to have one or two players to operate the board.
If there are less players than roles, players may take on multiple roles, or they may choose not to track some of the charts.
Be careful not to have too many people on a team. If there are more than eight players per team, some people may disengage.

board, charts, and tickets from previous games are removed. Set up the game kits as shown in Setup later in this deck.

Important: include only two (not four) green dice when setting up the game kits. The teams will request the third green die on Day 14 of the game, and may request the fourth on Day 18.
Hand out only ticket Set 1 (see the set name on the right-hand-side of the ticket). Do not hand out the other ticket sets. The teams will request these items during the game.
The items that are not handed out at the start of the game are kept in the little black bag with silver lettering. You may find this inside the clear plastic cinch bag, so please remove it before handing out the game kits to the teams.

Present instructions and Day 9
Start presenting from the beginning of the Game Instructions section of this slide deck. The instructions include a facilitator-led walkthrough of Day 9. This is the most effective way to start up the game, since players learn by doing. All of the decisions are made already, including the dice rolls, and which tickets to pull in. This enables you to compare the teams’ boards at the end of Day 9 with the illustrations provided in the slides, to confirm that the teams have played correctly.
As you step through Day 9, the teams learn the rules of the game in detail. This enables them to play the rest of the game without needing to ask a lot of questions.
Play the game
After you walk the teams through Day 9, they will play on their own. They should be able to play almost unaided, though there will be some questions, so it is important that you understand the game fully before facilitating it. It is best if you have played it yourself first.

Questions section, provided on the same sheet as the Project Manager’s Daily Steps guide.
Day 12 is the first time that teams play through the end of a billing cycle on their own. Pay close attention to ensure that they read and follow the Project Manager’s Daily Steps guide accurately and in order, and that the charts are tracked properly.
Check regularly to make sure that the Day Selected and Day Deployed fields are updated on the tickets.
Full instructions for completing the charts are provided in the instruction booklet. Make sure that you understand how each chart is tracked, since this is where teams need the most help, especially the CFD Tracker.
When ticket I2 is deployed, players may ask which tickets the outcome is applied to. The answer is: all tickets in the whole game with any test work remaining. This includes tickets still in Options, any tickets that have not finished Testing, and any tickets that are subsequently introduced. This answer is not provided in the Frequently Asked Questions (because the answer should not be known before the ticket is deployed).

The Expedite Lane
As described on the board, the Expedite Lane may be used for white Expedite tickets, or for orange Fixed Delivery Date tickets if they are due in less than three days.
There is a WIP limit on the Expedite Lane, which is initially set to 1, but which may be changed by the team at the standup meeting. The WIP limits of the main columns of the board do not apply to the Expedite Lane. Only the WIP limit on the Expedite Lane applies to it.
End of game and debrief
There is a debrief section at the end of this slide deck. It is long, so don’t try to cover everything. You might want to choose questions beforehand, and perhaps add some of your own.
Clean off dry-erase
Be sure to clean all dry-erase markings from the boards, charts, and tickets. The last Event Card of the game asks the teams to do this for you. These items are dry-erase treated, and designed to be written on, but when markings are left to dry they become difficult to remove. Old markings may be removed with white-board cleaner and a cloth if necessary, but this may shorten the life of the board if done repeatedly.

definitive Kanban board.” Each Kanban system should be designed for the context within which it is to be used, and should evolve and improve over time.
The game uses resource allocation exclusively to address bottlenecks. This is to keep the game simple. In reality, flow problems will need to be analyzed for root cause and addressed appropriately. For example, it may be that quality at an upstream station is poor, and needs to be addressed.
The real power of Kanban is that it exposes impediments to flow, enabling us to do something about them. Without this appreciation, there is a risk that people understand the mechanism, but gain limited value from it.
The activities of rolling dice, striking off work, tracking charts etc are overhead that does not exist when using Kanban in real work. There are software tools available, and we don’t usually roll dice to get our jobs done!
Kanban does not require that work remaining on individual items is burned down (as it is on the tickets in the game) or reported, neither does it stop you doing this.
In the game we allow teams to pull tickets downstream (as long as WIP limits are not exceeded) in order to make room upstream to pull tickets. In a real Kanban system, we would prefer not to do this. Instead work should be pulled downstream by those who will work on it next. Loosening this practice for the game helps the game run more smoothly.
These points are mentioned to avoid the specific mechanics of the game being copied into real-world Kanban system designs.

one clear cinch bag, and one small cloth bag, each with contents. A carry bag is provided, and may contain multiple kits.
The small black cloth bag is packed inside the clear cinch bag so that it doesn’t get lost.
Make sure to remove the small cloth bag before handing kits to the teams to play, since the items in it should not be available to the team at the start of the game.

2 x instruction booklets, Financial Summary sheet, Lead Time Distribution Chart, Cumulative Flow Diagram, Project Manager’s Daily Steps guide, Run Chart.
The game board has a “W” fold, in that the center and two sides are raised to fold it.

Event Cards, sorted: Day 9–21
1 Game Contents card
Tickets, Set 1 only:
F1–2, S1–18, I1–3
Dry-erase markers:
6 black, 2 brown, 2 purple,
1 red, 1 green, 1 orange, 1 blue
Pink blocker stickies
Blue Defect Description stickies
Blue Defect Fix stickies
Dice: 1 pink, 3 blue, 2 red, 2 green
6 cloths

Set 2: S19–28
Set 3: S29–33
Expedite: E1–2
Dice: 2 green

Important: Ensure that this bag with its contents is not handed to the teams at the beginning of the game. These items will be requested by the teams during the game.

15

Day 18

Day 21

S1 – S10 in the column indicated “Start at” on the ticket. For example, S1 starts at Ready to Deploy:

Stack remaining tickets in their designated areas in the Options section at the left of the board.

as shown.
Ensure that the correct color marker pens are placed with the correct charts.

with a subscription-based revenue model
The more subscribers you attract, the more money you make
Your goal is to maximize profit

Background and Objective

new subscribers
Your company has a three-day billing cycle: you bill your subscribers at the end of each billing cycle, on Days 9, 12, 15, 18, and 21
To save startup time, we begin the game on Day 9 of a project already underway

Background and Objective

will nominate people to fill them.

Roles

with a booming voice so all the team can hear. No quiet or mumbling Project Managers please!

The PM will need the:
Project Manager’s Daily Steps guide
pad of pink Blocker sticky notes
pink die
pad of blue Defect Descriptions
pad of blue Defect Fixes.

The PM should be seated to the left of the board, as shown. Her job is to coordinate the team using the Project Manager’s Daily Steps guide, and get the team through the game as quickly as possible.

in the game.
The CFD Tracker should be confident with numbers and charts. He should be seated to the right of the board, since he will be processing tickets as they are deployed.
The CFD Tracker will need the Cumulative Flow Diagram, and the following colored marker pens: black, green, blue, red, and purple.

Roles: CFD Tracker

are not so difficult, but confidence with charts will be useful.
The people filling these roles will need the respective charts and will share four marker pens: black, orange, purple and 2 x brown.

Roles: Run Chart and Lead Time Distribution Chart Trackers

will need a calculator. Most smartphones have a calculator app.
The Financial Analyst will need the Financial Summary sheet.

Roles: Financial Analyst

if all players are able to view the board right side up (rather than upside down).
Nominate people to roles now, and take up your places around the board.

Team Arrangement

tickets S1 – S10 in the column indicated “Start at” on the ticket. For example, S1 starts at Ready to Deploy:

Stack remaining tickets in their designated areas in the Options section at the left of the board.

Billing Cycle End

Day 9

Day 12

Day 15

Day 18

Day 21

Faster Co

Wildcats

Flow Inc

Extreme Team

into Selected.
They are pulled into subsequent stations to the right as work is completed at each station.

both In Progress and Done.

The same is true for Development.

There are no WIP limits for Ready to Deploy and Deployed.

which is initially 1.
While the WIP limit is 1, there may be up to 1 ticket in the Expedite Lane at any time over and above the tickets in the main swim lane.
The Expedite Lane may only be used for certain tickets. Read the instructions in the Expedite Lane on the board.

columns on the board are for you.

required to complete the ticket.
The dots are arranged in three sections, representing Analysis, Development, and Test work.

same name and color on the board.

Standard class of service. Deployment of Standard tickets results in new Subscribers.

Orange tickets have a Fixed Delivery Date. That is, they must be deployed on or before the date indicated on the ticket in order to gain the potential value (or avoid the cost). Fixed Delivery Date tickets may use the Expedite Lane if due in less than three days.

Purple tickets represent work for which the outcome is not expected to result in immediate or direct business value. They receive an Intangible class of service.

White tickets represent work that is very urgent and expected to be of high value. They receive an Expedite class of service. You do not have any Expedite tickets at the start of the game, but they will be introduced by Event Cards during the game. Expedite tickets use the Expedite Lane.

$High, $Med, or $Low. High value tickets are expected to attract more subscribers.
Marketing is confident their estimates are fairly accurate 80% of the time.
The actual outcome for each ticket is provided on the back of the ticket. You are not allowed to view the back of a ticket until it is deployed.

security.
Ticket F1 is to correct a design flaw that would cause us to fail the audit. If we have not finished this ticket by the end of Day 15, we will be fined $1,500.

There is an industry trade show coming up.
It is rumored that arch-rival MeToo Inc will have a new feature ready for the show. If we don’t have this feature in time, MeToo will attract all the potential subscribers at the show.
If we have F2 ready by Day 21, in time for the show, we can expect to gain 30 new subscribers, if not, we will gain no new subscribers from the trade show.

each ticket to calculate Lead Time.
Lead Time is the number of days it takes for a ticket to travel across the board from Selected to Deployed.
For each ticket, we record the day it was selected and the day it was deployed.
We can then calculate Lead Time: Day Deployed - Day Selected = Lead Time.

Day 21.
Whenever a ticket is pulled into the Selected column on the board we record the current day on the Day Selected field on the ticket.
Whenever a ticket is Deployed, we record the current day on the Day Deployed field on the ticket.
We can then calculate Lead Time using the formula provided on the ticket, as described previously.

two red dice.
You have three Developers represented by blue dice, and two Testers represented by green dice.
Note: die is the singular form of dice.

dice are assigned to tickets, we roll the dice.

A red 3 is rolled, so three dots of Analysis work are struck off the ticket.

an Analyst has been assigned to work on a ticket in Development.

When a die is used outside of its specialization, its value is halved, and rounded up to the nearest integer.

In this case a 3 is rolled. 3/2 = 1.5, rounded up = 2. So 2 dots of Development work are struck off the ticket.

the data points on the CFD as at the end of Day 8 (that is, now – at the start of the game)

is, now – at the start of the game)

Zero tickets have passed the black line on the board …

Black line

This means that, as at the end of Day 8, zero tickets have been deployed.

… and there is a black point at 0 on the CFD.

is, now – at the start of the game)

There is one ticket between the green line and the black line on the board …

Black line

This means that, as at the end of Day 8, one ticket has finished Test, but has not yet been deployed.

… so we count up 1 from the black point to the green point on the CFD.

Green line

1

is, now – at the start of the game)

There are four tickets between the blue line and the green line on the board …

Blue line

This means that as at the end of Day 8, four tickets have finished Development, but have not yet finished Testing.

… so we count up 4 from the green point to the blue point on the CFD.

Green line

4

is, now – at the start of the game)

There are two tickets between the red line and the blue line on the board …

Blue line

This means that as at the end of Day 8, two tickets have finished Analysis, but have not yet finished Development.

… so we count up 2 from the blue point to the red point on the CFD.

Red line

2

is, now – at the start of the game)

There are three tickets between the purple line and the red line on the board …

Purple line

This means that as at the end of Day 8, three tickets have been pulled onto the board, but have not yet finished Analysis.

… so we count up 3 from the red point to the purple point on the CFD.

Red line

3

the decisions have be made for you today, including dice assignments and dice rolls, and you will follow along.
After Day 9, you will understand how to play, and you will make all further decisions yourselves.

the Project Manager’s Daily Steps guide.
Project Managers: Please follow and read the steps carefully as we proceed, and make sure you understand them fully.

limits now if we thought we needed to, but we will leave them as they are today.

in the Selected column, since the WIP limit on Selected is three and there are two tickets. So we can pull one ticket from Options into Selected.

We may choose any ticket from Options. We look through the brown standard tickets, and choose S13 since it is expected to be of $High value, and it has less work than the other $High value tickets.

We pull S13 into Selected, and update the Day Selected field with the current day, which is 9.

we should finish it today. Assign one green die to S2.

S4 has the highest value, and the least amount of work, so pull it into Test, and assign one green die to it.

Assign two blue dice to S6.

Pull S7 into Development In Progress, and assign a blue die.

S9 is the oldest ticket in Selected. Pull it into Analysis In Progress, and assign a red die.

1.3 Assign dice:

Assign a red die to S8.

result is shown above.
Arrange your dice in exactly the same way:
The green die assigned to S2 rolled a 4. The green die assigned to S4 rolled a 5.
The blue dice assigned to S6 rolled a 3 and a 2. The blue die assigned to S7 rolled a 4.
The red die assigned to S8 rolled a 5. The red die assigned to S9 rolled a 4.

are going to start by spending the work from the green die on S2 in Test.

Strike the two remaining dots of Test work from S2.

The die roll was four, and we spent two on ticket S2, so we have two points left to spend. We will spend them on ticket S3.

Pull ticket S3 from Development Done into Test, and strike two dots of Test work from it.

Test work on ticket S2 is complete now. Move ticket S2 to the Ready to Deploy column.

Now we will spend the work from the green die on S4. Strike the remaining four Test dots from S4.

We have one remaining point to spend. We will spend it on S3. Strike one further dot from S3.

Test work on ticket S4 is complete now. Move ticket S4 to the Ready to Deploy column.

Now we will spend the work from the blue dice on S6. Strike five dots of Development work from S6.

Remove the spent dice from the board.

Now we will spend the work from the blue die on S7. Strike four dots of Development work from S7.

Remove the spent die from the board.

the red die on S8. Strike 5 dots of Analysis work from S8.

Remove the spent die from the board.

Now we will spend the work on S9. Strike the three remaining dots of Analysis work from S9.

Remember that we have one point left over. We will record this on the board while we consider how to spend it. Write “1” to represent the left over point in the Analysis In Progress column.

1

Remove the spent die from the board.

so move S9 to the Analysis Done column.

Now we have one leftover point to spend in Analysis. We could spend it on S8, S10, or S13. We decide to spend it on S10, but there is a problem: the WIP limit in Analysis is 2 and there are already two tickets in Analysis.

The Analysis work on S9 is done, so we can move it into Development In Progress (we have decided we want to do the Development work on that ticket next).

Now we can pull S10 into Analysis In Progress and spend the leftover point on it.

wipe the number “1” from the board.

Check that your board now looks exactly the same as this one.

dice may be rolled and work struck off in any order. You do not have to start in Test.
Multiple dice may be assigned to a single ticket, but if more than two dice are assigned to a single ticket, any leftover points must be disregarded.
Any leftover points must be spent in the same specialization that the die was originally rolled for.

Dice Rules

may be pulled across the board in any order.
The Selected column must be filled to its WIP limit at every standup (note that you may change the WIP limit).
Tickets may be moved downstream (as long as WIP limits are not exceeded) in order to make room upstream to pull tickets) *

Ticket Rules

See caveat 6 at the beginning of this slide deck

Manager’s Daily Steps guide.

Step 3: Deploy completed tickets

Important: we only do Step 3 at the end of a billing cycle, that is, at the end of every third day.

At the end of the billing cycle we:

deploy our software, with any newly completed features;

bill our customers, and calculate our financials.

9, and therefore the end of a three-day billing cycle, so we will do Step 3.
Deploy completed tickets. Move S1, S2, and S4 from Ready to Deploy to Deployed.

Deployed field with the current day, which is 9.

using the formula on the front of the ticket (Day Deployed - Day Selected = Lead Time) and update the Lead Time field.
The Day Selected for S1 was 1, and the Day Deployed was 9, so Lead Time is 9 - 1 = 8 days.

and look up the Lead Time in the table provided, then find the associated number of Subscribers earned.

so gained 5 Subscribers.

the number of Subscribers earned in the last field on the ticket.

fields completed as shown here.

see the relationship between Lead Time and subscribers gained.

Notice that the lower the Lead Time, the higher the number of subscribers gained.

were deployed on Day 9.

Black line

We can see from the black line on the CFD that zero tickets were deployed at the end of Day 8, and three tickets were deployed at the end of Day 9.

Count up 3 from the value of the black point on the CFD from yesterday (which was zero).

Track a black data point at 3 for Day 9.

Join the black points with a black line.

3

line and the black line on the board …

Track a green data point at 3 at the end of Day 9, and join the green points with a green line.

… so we count up zero from the black point on the CFD for today, which is 3.

Green line

0

Black line

line and the green line on the board …

Blue line

… so we count up 2 from the green point, and track a blue point on the CFD.

Green line

2

Join the blue points with a blue line.

line and the blue line on the board …

Blue line

Join the red points with a red line.

… so we count up 3 from the blue point, and track a red point on the CFD.

Red line

3

line and the red line on the board …

Join the purple points with a purple line.

… so we count up 3 from the red point to the purple point on the CFD.

Red line

3

We can see from the CFD that eleven tickets have entered the board as at the end of Day 9.

Purple line

number of tickets deployed today to yesterday’s black point.

3

3

2

3

For all other colors we count up from the color below
(where the color below is the color immediately to the right on the CFD)

0

vertical line on the Run Chart. Use the same color marker as the ticket.

The Lead Time for the first deployed ticket, S1 is 8, so we track an 8 on the first vertical line with a brown marker pen.

Step 4.1: Track the Run Chart

so we track an 8 on the second vertical line.

Step 4.1: Track the Run Chart

so we track a 6 on the third vertical line.

Step 4.1: Track the Run Chart

at the end of a billing cycle)

Times, not tickets. For each deployed ticket, add a check mark to the Lead Time tally on the chart. Use the same color marker as the ticket.

Step 4.1: Track the Lead Time Distribution Chart

so put the first check mark at 8 on the chart. Use a brown marker pen.

Step 4.1: Track the Lead Time Distribution Chart

so put the second check mark at 8 on the chart, on top of the first check mark.

Step 4.1: Track the Lead Time Distribution Chart

so put the third check mark at 6 on the chart.

Step 4.1: Track the Lead Time Distribution Chart

been deployed (eg: at the end of a billing cycle)

for the current billing cycle at the right-hand side of the board

deployed tickets to the collection point for Day 9 on the board.

Step 4.2: Move deployed
tickets

the current billing cycle

Step 5: Complete Financial Summary

5

4

11
–––

20

Write this number in cell 9A

+

+

Work down the column following the instructions above each cell

will tell you whether to discuss these or not when they come up on Event Cards.

Daily Steps guide if you have any questions while playing the game.

and it’s your turn to make all of the decisions.
Project Manager: go back up to step 1.1 and begin the next day.

in-game bonus cash prize of $1,000.

Tickets

Expedite Tickets

Intangible Tickets

The Defect

SLAs

The Charts

The Bonus

The Winners
Congratulate the winning team! (and/or audit their financials if necessary!)
Review the scoreboard:
see if there is an obvious point at which the winning team pulled away.
does the scoreboard tell us anything else?
Review the Financial Summary sheets. How many subscribers did each team gain? When did they gain them?
Winning team:
what strategies, tactics, or events do you think contributed to your victory?
what might you do differently if you were to play again?
Other teams:
what were contributing factors to your loss?
what might you do differently if you were to play again?

WIP Limits

you were able to use on the tickets? How did it feel, and how did you react to it?
What WIP limit changes did you make and why? How did you determine what limits to set?
Did you feel a tension between reducing WIP limits and maximizing utilization? If so:
did you discuss it?
would you change your choices of WIP limits if you were to play again? If so, how?

The Winners

Lead Time

The Team

The Work

The Blocker

Queue Replenishment

Carlos’ Testing Policies

Fixed Delivery Date Tickets

Expedite Tickets

Intangible Tickets

The Defect

SLAs

The Charts

The Bonus

WIP Limits

subscribers gained realistic (as described by the table on the back of the Standard tickets)?
What are some costs resulting from longer Lead Time that might have reduced the number of subscribers gained?

The Winners

Lead Time

The Team

The Work

The Blocker

Queue Replenishment

Carlos’ Testing Policies

Fixed Delivery Date Tickets

Expedite Tickets

Intangible Tickets

The Defect

SLAs

The Charts

The Bonus

WIP Limits

meetings?
How did you make decisions, were you making quantitative, objective assessments? If so, what data were you using?
Who was participating in the analysis and decision making, one person, or many people? How well did this work?

The Winners

Lead Time

The Team

The Work

The Blocker

Queue Replenishment

Carlos’ Testing Policies

Fixed Delivery Date Tickets

Expedite Tickets

Intangible Tickets

The Defect

SLAs

The Charts

The Bonus

WIP Limits

pull, and did you analyze the tickets on the board to prioritize them within columns? If so:
what factors did you take into account in selecting and prioritizing tickets?
Did your selection criteria change as the game progressed?
Were some days more important than others for completing work?
Were some billing cycles more important than others?

The Winners

Lead Time

The Team

The Work

The Blocker

Queue Replenishment

Carlos’ Testing Policies

Fixed Delivery Date Tickets

Expedite Tickets

Intangible Tickets

The Defect

SLAs

The Charts

The Bonus

WIP Limits

Was there high variability in resolution times between the teams?
What might have been causing the variability in Pete's availability? (The pink die was Pete)
Could this variability be a concern for us? Why, or why not?
What impact might this have had if we were frequently dependent on Pete?
Does this happen in real life?

The Winners

Lead Time

The Team

The Work

The Blocker

Queue Replenishment

Carlos’ Testing Policies

Fixed Delivery Date Tickets

Expedite Tickets

Intangible Tickets

The Defect

SLAs

The Charts

The Bonus

WIP Limits

not?

The Winners

Lead Time

The Team

The Work

The Blocker

Queue Replenishment

Carlos’ Testing Policies

Fixed Delivery Date Tickets

Expedite Tickets

Intangible Tickets

The Defect

SLAs

The Charts

The Bonus

WIP Limits

left?
What was the cause of this effect?
Could this be a real-life scenario?
What was Carlos' reaction to the problem? Do you think his solution would have worked? Was it sustainable?
What impact might Carlos' solution have had on the Testers?
Why did the problem become manifest so quickly? Are the effects of policy decisions always so obvious? Why, or why not?
Why would Carlos have set such policies? What might his motivations be?
How might W. Edwards Deming have viewed the situation, and what sort of advice might he have given?
Did Alison make good decisions? Why, or why not?
Did you swarm to work down the Testing backlog? Did you see a jamming affect upstream? If so, why did this occur?
What impact did the additional Tester have on throughput?

The Winners

Lead Time

The Team

The Work

The Blocker

Queue Replenishment

Carlos’ Testing Policies

Fixed Delivery Date Tickets

Expedite Tickets

Intangible Tickets

The Defect

SLAs

The Charts

The Bonus

WIP Limits

Date tickets, and when did you complete them? Were these sensible decisions?
Did anyone finish F1 early? If so, did this choice have an opportunity cost, and can you quantify it approximately?
Did anyone deploy F2 early?

The Winners

Lead Time

The Team

The Work

The Blocker

Queue Replenishment

Carlos’ Testing Policies

Fixed Delivery Date Tickets

Expedite Tickets

Intangible Tickets

The Defect

SLAs

The Charts

The Bonus

WIP Limits

it? Why did you make those decisions?
What impact did working E1 have on the other work in progress?
Did you decide to do E2? Why or why not? Was your decision reflective of the power distance in your organization? Your country?
What policy was in place for accepting Expedite tickets? Was it sufficient? If not, why not? What might be an example of a better policy?

The Winners

Lead Time

The Team

The Work

The Blocker

Queue Replenishment

Carlos’ Testing Policies

Fixed Delivery Date Tickets

Expedite Tickets

Intangible Tickets

The Defect

SLAs

The Charts

The Bonus

WIP Limits

you make those decisions?
How did you prioritize the Intangible tickets against the other work items, and why?
If you completed the Intangible tickets, what affect did they have?

The Winners

Lead Time

The Team

The Work

The Blocker

Queue Replenishment

Carlos’ Testing Policies

Fixed Delivery Date Tickets

Expedite Tickets

Intangible Tickets

The Defect

SLAs

The Charts

The Bonus

WIP Limits

the defect fix, and why? Was that a good decision? If not, why not?
What are some advantages and disadvantages of the approach used for addressing defects? What are some alternative approaches?

The Winners

Lead Time

The Team

The Work

The Blocker

Queue Replenishment

Carlos’ Testing Policies

Fixed Delivery Date Tickets

Expedite Tickets

Intangible Tickets

The Defect

SLAs

The Charts

The Bonus

WIP Limits

service tickets? What would a reasonable target cycle time be for an SLA with 95% confidence?
What SLAs would you choose for Fixed Delivery Date class of service tickets?
What information informs your choices of SLA?

The Winners

Lead Time

The Team

The Work

The Blocker

Queue Replenishment

Carlos’ Testing Policies

Fixed Delivery Date Tickets

Expedite Tickets

Intangible Tickets

The Defect

SLAs

The Charts

The Bonus

WIP Limits

impact of the events that transpired?
What does the "staircase" in the black line on the CFD represent?
Did throughput change at some point, and if so, why do you think it did?
Can you see a relationship between WIP and Lead Time?
Can you see the impact of Carlos' policies, and how long it took to recover?
Compare the charts of the most profitable and least profitable teams. Could you deduce from the charts which team won, and if so, how?
Can you see any relationships or correspondence between the different charts?
Which teams saw the most variation, which saw the least, and what were the contributing factors?
Does variability matter? If so, why, and to whom?

The Winners

Lead Time

The Team

The Work

The Blocker

Queue Replenishment

Carlos’ Testing Policies

Fixed Delivery Date Tickets

Expedite Tickets

Intangible Tickets

The Defect

SLAs

The Charts

The Bonus

WIP Limits