How do you align Kanban cycle time and lead time with customer expectations?

1 What is cycle time?

Cycle time is the time it takes for a work item to move from the start to the end of your Kanban workflow. It measures how quickly and consistently you can complete tasks and deliver value to your customers. For example, if you have a Kanban board with four columns: To Do, In Progress, Review, and Done, your cycle time is the time a work item spends in all four columns. Cycle time is influenced by factors such as the size and complexity of your work items, the capacity and efficiency of your team, and the quality and feedback of your process.

2 What is lead time?

Lead time is the time it takes for a work item to move from the moment it is requested by a customer to the moment it is delivered to them. It measures how responsive and reliable you are to your customer needs and expectations. For example, if a customer asks you to create a new feature for their website on Monday, and you deliver it on Friday, your lead time is five days. Lead time is influenced by factors such as the demand and priority of your work items, the availability and collaboration of your team, and the communication and satisfaction of your customers.

3 Why do cycle time and lead time matter?

Cycle time and lead time matter because they directly affect your customer satisfaction and loyalty. Customers want to receive high-quality products and services as soon as possible, and they want to know when to expect them. By tracking and reducing your cycle time and lead time, you can improve your Kanban performance and deliver value faster and more predictably to your customers. You can also identify and eliminate bottlenecks, waste, and inefficiencies in your Kanban process, and increase your team productivity, agility, and quality.

4 How to measure cycle time and lead time?

To measure cycle time and lead time, you need to collect and analyze data from your Kanban process. You can use tools such as Kanban software, spreadsheets, or charts to record and visualize the start and end dates of your work items, and calculate the average, minimum, and maximum cycle time and lead time for your Kanban process. You can also use metrics such as throughput, work in progress, and flow efficiency to complement your cycle time and lead time analysis, and understand how your Kanban process is performing.

5 How to optimize cycle time and lead time?

To optimize cycle time and lead time, you need to align them with your customer expectations and feedback. You can use techniques such as value stream mapping, customer surveys, and service level agreements to understand and define what your customers value and expect from your Kanban process, and set realistic and achievable goals for your cycle time and lead time. You can also use practices such as limiting work in progress, implementing pull systems, applying work breakdown structures, and conducting regular retrospectives to improve your Kanban process and reduce your cycle time and lead time.

6 How to communicate cycle time and lead time to customers?

To communicate cycle time and lead time to customers, you need to be transparent, honest, and proactive. You can use tools such as Kanban boards, dashboards, or reports to share and update your cycle time and lead time data with your customers, and show them how your Kanban process is delivering value to them. You can also use methods such as Kanban meetings, emails, or calls to communicate and collaborate with your customers, and solicit their feedback and suggestions on how to improve your Kanban process and align it with their expectations.

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?