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.