How can you use service level agreements to improve your Kanban process?

1 What are SLAs and why do they matter?

SLAs are agreements that specify the criteria and standards for the services you offer to your customers. They usually include metrics such as response time, resolution time, availability, reliability, and customer satisfaction. SLAs help you set realistic and measurable goals for your Kanban process, align your team with your customer's expectations, and demonstrate your value and accountability. SLAs also help you identify and resolve issues, monitor and improve your quality, and avoid disputes and penalties.

2 How to define SLAs for your Kanban process?

The first step to define SLAs for your Kanban process is to understand your customer's needs and expectations. You can do this by conducting surveys, interviews, focus groups, or other methods of feedback. You should also analyze your current performance and identify your strengths and weaknesses. Then, you can use the SMART framework to create SLAs that are specific, measurable, achievable, relevant, and time-bound. For example, you can define an SLA for your Kanban process as "We will resolve 90% of the tickets within 24 hours".

3 How to measure SLAs for your Kanban process?

The second step to use SLAs for your Kanban process is to measure them regularly and accurately. You can use various tools and methods to track and report your SLA metrics, such as dashboards, charts, reports, or notifications. You should also define the frequency, format, and audience of your SLA reporting, and make sure you use consistent and transparent data sources. For example, you can use a dashboard to display your SLA metrics for your Kanban process, such as the number of tickets resolved, the average resolution time, and the SLA compliance rate.

4 How to improve SLAs for your Kanban process?

The third step to use SLAs for your Kanban process is to improve them continuously and proactively. You can do this by reviewing your SLA performance regularly and identifying the root causes of any gaps or failures. You should also implement corrective and preventive actions, such as training, coaching, feedback, or process improvement. You should also communicate your SLA results and actions to your customers and stakeholders, and seek their feedback and suggestions. For example, you can use a feedback form to ask your customers how satisfied they are with your SLA performance and what they would like to see improved.

5 How to avoid pitfalls when using SLAs for your Kanban process?

Avoiding common pitfalls is an important fourth step in using SLAs for your Kanban process. Setting unrealistic or unachievable SLAs can demotivate your team and disappoint customers, while focusing solely on SLAs can neglect other aspects such as quality, value, and innovation. Additionally, SLAs should be used as a tool for improvement and collaboration rather than blame or punishment. Furthermore, it is essential to address and resolve any SLA breaches or violations rather than ignoring or hiding them. Finally, review and update your SLAs regularly to ensure they are in line with changes in your Kanban process or customer needs.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?