Kanban Coaching Exchange with Dave White - Sample SDR Report

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SDR Report for Depth Consulting
Generated On: 2024-06-20

Power BI Desktop
Apr 2024 May 2024 Jun 2024
Start of LTT Period
End of Periods
Start of SDR Period
Mar-24
Jun-16
Jun-02
Sample SDR Report
Hosted by: Dave
Attended by:
• Team Members:
a. Patrick, Tomo, George, Alexei, Katya
• Customers:
a. Fernando, Martin, James, Taz, Brad, Shahin,
Kert, Dimitar
• Stakeholders:
a. Helen, Craeg
• Kanban Coach:
a. Dave White
SDR Period Start:
LTT Period Start:
Periods End:
2024-06-02
2024-03-24
2024-06-16
Generated On:
SDR Period:
LTT Period: 12weeks
2024-06-20
2weeks
Preamble
This is not a problem-solving meeting. We simply want to identify problems. We can
schedule meetings after/later with an interested subset of participants or raise these
problems at a future Ops Review.
We are trying to develop fit-for-purpose SDRs that share a common language and
understanding, based on the Kanban University Body of Knowledge. This is a work in
progress and feedback is encouraged!
Definitions
Measurement Boundaries
System Lead Time (SLT) - Active to Closed
Customer Lead Time (CLT) - Created to Closed
Periods
SDR (Service Delivery Review) - (
2weeks)
Period since the last SDR meeting.
Early detection period.
Not used for forecasting.
Smaller dataset.
LTT (Long Term Trend) - (
12weeks)
Used for forecasting.
Better predictor of performance.
Larger dataset.
Current service level -
85%-tile confidence delivery time
Desired service level -
Customer expectation for 85%-tile
Never worse than -
Customer expectation for very dissatisfying
Outlier -
A work item situated away or detached from the main
body or system.

Power BI Desktop
Service Catalog
Development Service
Work Item Types that customers can ask for
Features - Standard, FixedDate
Bugs - Standard
Tech Debt - Intangible
Security Review - Standard, FixedDate
Operational Support Service
Work Item Types that customers can ask for
Application Configuration Support - Standard, Expedite
Emergency Access Request - Expedite

Power BI Desktop
Experiments Summary
Board reconfiguration
Add WIP limit values at top of dominant activities should reduce multi-tasking which should improve improve lead-times by 20%.
Status: In progress, implemented, monitoring
Dominant Activity Automation
<Insert activity name here> has historically been a labour-intensive, manual activity. We feel that automating it with <technology> should improve improve lead-times by 20% and improve throughput by 10%.
Status: Approved, Awaiting software purchase/installation
Additional Resource Allocation
Our customers are coming to us with increasing numbers of security assessment requests. A security specialist would improve our overall security posture due to highly-specialized skills need to fulfill this role,
add capability in an activity that cannot be automated yet. Should improve throughput of security assessments by 100%.
Status: Proposed, unfunded

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Preamble
The Customer section is where we discuss the service's capabilities contrasted against the customers' fitness criteria.
Customers should convey if they are concerned with lead time, throughput, or on-time delivery in this section. Customers should strive
to come up with fitness criteria that can be measured against service capability metrics. These metrics may be:
• lead time or how long until it is done?
• throughput or how many do you do per week?
• outliers or how many are not within our SLE?
• on-time delivery or how often do you deliver by a due date?
If these fitness criteria can be communicated, the service team will capture them and will be able to now measure against these criteria
automatically.
Once this section is complete, customers may be excused.

Power BI Desktop 85th

98th
17.00 19
136
SDR
Througput
LTT
Throughput

10.00 11.33
0
50
#
of
Items
5 10 ~ Same
per week average
XSmall
Featuredone
85th

98th
7.00 7
0
20
#
of
Work
Items
10 20
SLT Predictability CLT Predictability
System
Lead
Time
Customer
Lead
Time throughput trending
85th

98th
21.00 27
432
SDR
Througput
LTT
Throughput

19.50 19.00
0
20
40
#
of
Items
5 10 15 ~ Same
per week average
Small
Featuredone
85th

98th
12.00 14
0
20
#
of
Work
Items
10 20
System
Lead
Time
Customer
Lead
85th

98th
29.00 35
432
SDR
Througput
LTT
Throughput

38.50 36.00
0
50
#
of
Items
10 20 ~ Same
per week average
Medium
Featuredone
85th

98th
20.00 23
0
20
#
of
Work
Items
10 20
System
Lead
Time
Customer
Lead
85th

98th
50.00 60
172
SDR
Througput
LTT
Throughput

19.50 14.33
0
5
10
#
of
Items
20 40 60 Faster
per week average
Large
Featuredone
85th

98th
44.00 50
0
20
#
of
Work
Items
10 20
System
Lead
Time
Customer
Lead
85th

98th
73.00 82
46
SDR
Througput
LTT
Throughput

10.00 3.83
0
5
#
of
Items
20 40 60 Faster
per week average
XLarge
Featuredone
85th

98th
69.00 71
0
2
4
#
of
Work
Items
20 40 60 80
System
Lead
Time
Customer
Lead

Power BI Desktop
On-time Performance
0
50
100
Days Early or Late
#
of
items
-40 -20 0 20 40

Power BI Desktop
SDR Period Outliers
Work Item Id Work Item
Type
Title Size SLT CLT Root Cause Closed On Was
Blocked
554 Feature FixedDate Sample Work Item Title Medium 14 18 RC_Category_1 2024-06-04 False
1286 Feature FixedDate Sample Work Item Title Small 7 8 RC_Category_0 2024-06-08 False
3736 Feature FixedDate Sample Work Item Title XLarge 59 72 RC_Category_1 2024-06-13 False
8
New Outliers
Outliers by Root Cause
(37.5%)
2 (25%)
(25%)
1 (12.5%) 3
2
Root Cause
RC_Categor…
RC_Categor…
RC_Categor…
RC_Categor…
Size Desired service level

Never worse than
XSmall 5 10
Small 7 15
Medium 14 28
Large 50 60
Xlarge 60 70

Never worse than
XSmall 10 20
Small 20 30
Medium 30 40
Large 48 55
Xlarge 60 75
Customer Lead Time Fitness Criteria (in days)
System Lead Time Fitness Criteria (in days)

Power BI Desktop 85th

98th
19.00 46
342
SDR
Througput
LTT
Throughput

30.50 28.50
0
100
200
#
of
Items
20 40 ~ Same
per week average
XSmall
Bugdone
85th

98th
6.00 39
0
100
#
of
Work
Items
20 40 60
System
Lead
Time
Customer
Lead
85th

98th
23.00 45
253
SDR
Througput
LTT
Throughput

25.50 28.17
0
50
#
of
Items
10 20 30 ~ Same
per week average
Small
Bugdone
85th

98th
11.00 24
0
100
#
of
Work
Items
20 40 60
System
Lead
Time
Customer
Lead
85th

98th
30.00 46
253
SDR
Througput
LTT
Throughput

20.50 21.08
0
20
40
#
of
Items
10 20 30 ~ Same
per week average
Medium
Bugdone
85th

98th
18.00 24
0
100
#
of
Work
Items
20 40 60
System
Lead
Time
Customer
Lead
85th

98th
47.00 74
162
SDR
Througput
LTT
Throughput

17.00 13.50
0
5
10
#
of
Items
20 40 60 Faster
per week average
Large
Bugdone
85th

98th
40.00 56
0
100
#
of
Work
Items
20 40 60
System
Lead
Time
Customer
Lead
85th

98th
0
SDR
Througput
LTT
Throughput

~ Same
per week average
XLarge
Bugdone
85th

98th
System
Lead
Time
Customer
Lead

Power BI Desktop
SDR Period Outliers
Type
Blocked
603 Bug Expedited Sample Work Item Title Large 32 58 RC_Category_2 2024-06-09 False
862 Bug Expedited Sample Work Item Title Small 12 19 RC_Category_5 2024-06-08 False
1701 Bug Expedited Sample Work Item Title Medium 12 12 RC_Category_4 2024-06-05 False
1952 Bug Expedited Sample Work Item Title XSmall 4 10 RC_Category_2 2024-06-13 False
8
New Outliers
(37.5%)
2 (25%)
(25%)
1 (12.5%) 3
2
Root Cause
RC_Categor…
RC_Categor…
RC_Categor…
RC_Categor…

Never worse than
XSmall 5 10
Small 7 15
Medium 14 28
Large 50 60
Xlarge 60 70

Never worse than
XSmall 10 20
Small 20 30
Medium 30 40
Large 48 55
Xlarge 60 75
Customer Lead Time Fitness Criteria (in days)
System Lead Time Fitness Criteria (in days)

Power BI Desktop
All Previous Outliers
Type
Blocked
205 Feature FixedDate Sample Work Item Title XSmall 5 9 RC_Category_5 2024-04-05 False
246 Feature FixedDate Sample Work Item Title Large 24 36 RC_Category_3 2024-05-27 False
249 TechDebt Intangible Sample Work Item Title XSmall 6 52 RC_Category_3 2024-05-10 False
485 Feature FixedDate Sample Work Item Title Large 49 52 RC_Category_2 2024-05-03 False
520 TechDebt Intangible Sample Work Item Title Small 2 27 RC_Category_2 2024-04-18 False
857 Enhancement Standard Sample Work Item Title Small 4 7 RC_Category_3 2024-05-28 False
1138 Enhancement Standard Sample Work Item Title Small 5 21 RC_Category_2 2024-05-19 False
1288 Enhancement Standard Sample Work Item Title Medium 7 28 RC_Category_5 2024-04-11 False
1369 TechDebt Intangible Sample Work Item Title Medium 7 71 RC_Category_5 2024-06-03 False
109
Total Outliers
(36.7%)
22 (20.18%)
18 (1…)
(12.8…)
(9.17%)
40
14
10 Root Cause
RC_Categor…
RC_Categor…
RC_Categor…
RC_Categor…
RC_Categor…
RC_Categor…
Outliers by Work Item Type
(35.78%)
(32.11%)
(27.52%)
(4.59%) 39
35
30
5
Work Item Type
Bug
Feature
Enhancement
TechDebt

Power BI Desktop
Questions for Customers
Customers
• Have we adequately captured your service level expectations for this service? If not, can we meet to discuss?
• Are the processes (replenishment/prioritization/escalation) that this team follows well understood?
• Do you feel the information about work requests in the service is easy to find and interpret?
Everyone
• Are there any improvements or enhancements to this SDR report or the process of delivering it that have not been brought up that
you'd like to suggest? Can you send an email with these suggestions to the facilitator?
Thank you, customers!! You're free to go now! :D

Power BI Desktop
Preamble
The Stakeholder section is where business fitness criteria are discussed.
Alignment and progress on OKRs, potentially economic metrics, or other operational and forward-looking metrics will be discussed in
this section.
Stakeholders may be excused after this section.

Power BI Desktop
Budgets, Economic Targets, etc

Power BI Desktop
Questions for Stakeholders
Stakeholders
• Have we adequately captured your service level expectations, as indicated by organizational goals and objectives that you are
responsible for? If not, can we meet to discuss?
• Did we communicate our progress on OKRs adequately? Should we meet to discuss adaptations?
• Are there any problems that you've noticed about our service that we haven't discussed in this SDR?
Everyone
Thank you, stakeholders! You're free to go, but welcome to stay.

Power BI Desktop
Preamble
This is the Service or Team member section. In this section, health fitness criteria such as quality, overall WIP levels, flow efficiency, or
non-visible work responsibilities will be discussed.
Other topics may include discovered improvement opportunities or on-going improvement activities.

Power BI Desktop
Work In Progress
0
100
200
300
400
Date
Task
Count
Apr 2024 May 2024 Jun 2024
Work Item Type Bug Enhancement Feature TechDebt

Power BI Desktop
Work In Progress
0
200
400
Date
Task
Count
Apr 2024 May 2024 Jun 2024
Work Item Type Feature
Cumulative Flow Diagram
0K
1K
Date
Task
Count
Apr 2024 May 2024 Jun 2024
Created Started Completed
Feature
Flow Analysis
7-day Rolling Average Rates
0
100
Date
Departures
and
Arrivals
Apr 2024 May 2024 Jun 2024
Departures Arrivals

Power BI Desktop
Work In Progress
0
100
200
300
Date
Task
Count
Apr 2024 May 2024 Jun 2024
Work Item Type Bug
Cumulative Flow Diagram
0K
1K
Date
Task
Count
Apr 2024 May 2024 Jun 2024
Created Started Completed
Bug
Flow Analysis
7-day Rolling Average Rates
0
100
Date
Departures
and
Arrivals
Apr 2024 May 2024 Jun 2024
Departures Arrivals

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Flow efficiency or some other measurement of interruptions

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Blocker Analysis or some other measurement of dependency
impacts

Power BI Desktop
Questions for Team
Team Members
• Have you felt over-burdened recently?
• Are the work selection processes that we use clear and easy to follow?
• Are there any problems that you've noticed about our service that we haven't discussed in this SDR?
Everyone

Kanban Coaching Exchange with Dave White - Sample SDR Report

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