Tag Archives: Kanban

CT-SPIN #64: Taming the customer support queue: A Kanban Experience Report

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Update: This talk by Karen Greaves has been accepted for the Agile 2011 Conference, August in Utah. Be the first to hear it at CT-SPIN in February.

In Aug 2010 we reduced the size of our development team. We needed to handle customer support issues and new development with the 3 remaining teams. We had over 600 open defects and the list was growing daily. On top of that our first clients were going live. Clearly some radical change was needed. We implemented Kanban.

The result? In Dec 2010 we had no open severity 1 issues. Our queue was down to 54 issues. SLAs are met in most cases, and our resolution rate exceeds our incoming rate.

I’d like to share our story, and inspire you to tame your support queue too!

Snacks kindly sponsored by ScrumSense.

Slides: A Kanban Experience Report

Wednesday, 16th February 2011, 18h15
Bandwidth Barn
Cape Town

Continue reading CT-SPIN #64: Taming the customer support queue: A Kanban Experience Report

CT-SPIN #59: Kanban for Software Engineering in a Nutshell

The Kanban principles are nothing new, but applying them in software projects is a relatively recent phenomenon. Jaco van der Merwe, from Electromagnetic Software and Systems, will introduce us to the Kanban principles and explain how they fit into the world of the many software processes around.

Slides: Kanban for Software Engineering in a Nutshell (Part 1)

Wednesday, 18th August 2010, 18h15
Bandwidth Barn
Cape Town

Continue reading CT-SPIN #59: Kanban for Software Engineering in a Nutshell