Use Classes of Service
Using Classes of Service in Kanban is a practice that helps teams prioritize work items based on their urgency, importance, and the impact of delay. Classes of Service categorize tasks into different levels, each with its policies and criteria for how work should be handled. Common classes include Expedite, Fixed Delivery Date, Standard, and Intangible. The Expedite class is for critical work items that require immediate attention and must be completed as soon as possible. These tasks trump all others in priority because delays can have significant negative consequences. Fixed Delivery Date tasks are those that must be completed by a specific deadline. Failing to meet this deadline can result in missed opportunities or contractual penalties. Standard tasks represent the regular flow of work without specific urgency or fixed deadlines. They are important but can be managed within the team's normal workflow. Intangible tasks are those whose delay does not have immediate visible effects but could lead to long-term issues, such as maintenance or technical debt tasks. By defining and applying Classes of Service, teams can make informed decisions about which tasks to prioritize, ensuring that critical work is addressed promptly while maintaining a balance with ongoing responsibilities. This practice enhances transparency and sets clear expectations with stakeholders about how different types of work are managed. Implementing Classes of Service requires the team to establish clear criteria for each class and communicate these policies effectively. Visual indicators on the Kanban board, such as color coding or swimlanes, can help highlight the class of each work item. This visual representation aids in quick identification and appropriate handling of tasks. Overall, using Classes of Service in Kanban enables teams to manage risk proactively, allocate resources efficiently, and deliver value consistently. It supports strategic decision-making and ensures that the team's efforts align with organizational priorities and customer needs.
Complete Guide to Use Classes of Service in Kanban
What Are Classes of Service in Kanban?
Classes of Service (CoS) in Kanban are categories assigned to work items that determine how they should be treated as they move through the workflow. These classifications help teams prioritize work based on business value, risk, and time-sensitivity.
Why Classes of Service Are Important
Classes of Service provide significant benefits to Kanban teams:
- They create clear handling policies for different types of work
- They set appropriate expectations with stakeholders
- They help teams make better prioritization decisions
- They optimize the flow of value delivery
- They balance urgent needs with long-term goals
Common Classes of Service
1. Expedite - Highest priority items that require immediate attention and can bypass normal queues. These items have the highest cost of delay.
2. Fixed Date - Items with a specific deadline that must be met, often due to regulatory requirements or specific customer commitments.
3. Standard - Regular work items that follow the normal flow through the Kanban system.
4. Intangible - Lower priority items with less certain ROI that can be worked on when capacity allows.
How Classes of Service Work in Practice
- Visual Indicators: Each class is typically represented by a color or symbol on Kanban cards
- Policies: Each class has specific handling rules (e.g., Expedite items get worked on first)
- WIP Limits: Some classes may have separate WIP limits (e.g., only 1 Expedite item at a time)
- Service Level Agreements: Different classes may have different target cycle times
- Swim Lanes: Classes can be organized in separate horizontal lanes on the Kanban board
Implementing Classes of Service
1. Identify the types of work your team handles
2. Determine which classes would provide the most value
3. Define clear policies for each class
4. Create visual indicators for your Kanban board
5. Track metrics by class to analyze performance
6. Review and adjust as needed
Exam Tips: Answering Questions on Classes of Service
1. Know the standard classes: Be familiar with the four common classes (Expedite, Fixed Date, Standard, Intangible) and their characteristics
2. Understand the purpose: Always link back to how Classes of Service help manage risk, time-sensitivity, and value delivery
3. Connect to Kanban principles: Show how Classes of Service support managing flow, making policies explicit, and improving service delivery
4. Focus on practical application: Be ready to explain how Classes of Service are implemented on a Kanban board
5. Differentiate from other concepts: Do not confuse Classes of Service with other Kanban elements like swim lanes (though they can be implemented using swim lanes)
6. Explain the benefits: If asked why use Classes of Service, focus on improved prioritization, stakeholder expectations, and flow optimization
7. Address tradeoffs: Be prepared to discuss how to balance multiple competing priorities across different classes
8. Mention visual management: Explain how visual indicators help teams quickly identify item priority
Remember that Classes of Service are not simply about categorizing work—they're about creating appropriate handling policies that optimize the flow of value to customers while managing risk.
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