12 Weeks to Kanban
A structured 12-week plan to introduce Kanban in an MSP to improve efficiency and reduce waste.
- 12 Weeks to Kanban - How to use Kanban in your MSP with ConnectWise or AutotaskA week-by-week program for bringing Kanban into your MSP's workflow with ConnectWise or Autotask.
- Kanban vs. Traditional PSA MethodsHow Kanban values compare with the methods ConnectWise teaches, and where they differ.
- Week 1: Identify and Describe One Organizational Workflow for KanbanPick one workflow to run with Kanban and describe its statuses, using the Week 1 worksheet.
- Week 2: Create a TopLeft Kanban Board for the Workflow Described in Week 1Create a TopLeft Kanban board for your Kanban workflow and make sure its tickets are accurate.
- Week 3: Select Members To Hold Two Kanban RolesChoose who will be the Service Request Manager and the Service Delivery Manager for your Kanban workflow.
- Week 4: Begin Using Kanban for the WorkflowStart running the workflow with Kanban: explain it to the team, and have technicians pull work from the right of the board.
- Week 5: Begin a Daily MeetingStart a short daily meeting that keeps the team up to date and the work flowing.
- Week 6: Handle Urgent WorkDefine what counts as urgent work and how it may interrupt work in progress.
- Week 7: Define Done for Ready TicketsWrite a definition of done for each type of work, so ready tickets carry the detail needed to finish them.
- Week 8: Handle Unassigned Started TicketsDecide whether started tickets may stay unassigned, and how to handle them if not.
- Week 9: All Work Is Prioritized Except Real-Time Level 1 SupportMake sure phone, chat and walk-up requests become prioritized tickets, with real-time level 1 support as the only exception.
- Week 10: Use Work-In-Progress Minimums and MaximumsSet work-in-progress limits for each column, so the board shows when there is too much or too little work.
- Week 11: Emphasize Neglected WorkSet thresholds that highlight tickets sitting too long in a status or without a recent note or time entry.
- Week 12: Review EverythingReview every process from the program with your team and update your documentation.