CLASSES DE SERVIÇO | AULA #7 | FUNDAMENTOS DO MÉTODO KANBAN

Introduction to Classes of Service in Kanban

In this section, Marcelo Neves introduces the concept of classes of service in the Kanban method and explains their importance in managing different types of work.

Understanding Demand and Classes of Service

• A demand refers to a task or work that needs to be completed.

• Classes of service define how we handle different types of demands based on their urgency and characteristics.

• Just like in a hospital where patients are triaged based on the severity of their condition, demands are also categorized based on their gravity.

Importance of Classes of Service

• Classes of service determine how we prioritize and manage different types of demands.

• Different classes have specific characteristics and response times associated with them.

• Understanding classes of service helps us effectively allocate resources and prioritize tasks based on their urgency.

Hospital Triage as an Example

Marcelo Neves uses the example of hospital triage to illustrate the concept of classes of service further.

Hospital Triage Process

• When you arrive at a hospital, a triage is conducted to assess the severity and urgency of your condition.

• The triage helps determine the appropriate level and speed of care you will receive.

• Patients with less severe conditions may receive a green wristband, indicating they can wait longer for treatment.

• Patients with more serious conditions may receive a yellow or red wristband, indicating they require immediate attention.

Linking Hospital Triage to Kanban Method

Marcelo Neves explains how the concept of classes of service in Kanban relates to managing different types of work.

Types of Work in Kanban

• In Kanban, there are various types or categories of work such as implementing new features, bug fixes, technical debt repayment, and improvements.

• Each type of work represents a demand that needs to be addressed.

Classes of Service in Kanban

• Classes of service define how we handle different types of demands in Kanban.

• They are directly linked to the characteristics and urgency of each type of work.

• The Kanban method suggests four classes of service for software development: expedite, fixed date, standard, and intangible.

Four Classes of Service in Kanban

Marcelo Neves explains the four suggested classes of service in the Kanban method for software development.

Expedite Class

• Represents demands with high urgency and requires immediate attention.

• These demands need to be prioritized over others and completed as quickly as possible.

Fixed Date Class

• Refers to demands that have a specific deadline or target date.

• These demands need to be completed before or on the specified date.

Standard Class

• Represents regular day-to-day demands without any specific urgency or deadline.

• These demands are handled based on their position in the workflow and available capacity.

Intangible Class

• Refers to demands that may not have measurable gains but can potentially lead to future problems if not addressed.

• Examples include updating software dependencies or performing maintenance tasks.

Customizing Classes of Service

Marcelo Neves explains that while there are suggested classes of service, teams can customize them based on their specific needs.

Flexibility in Using Classes of Service

• The suggested classes of service are not mandatory; teams can create their own based on their unique requirements.

• Different industries or departments may have different types of work and priorities, so customization is encouraged.

Applying Classes of Service Beyond Software Development

Marcelo Neves highlights that classes of service can be applied beyond software development and tailored to other areas of work.

Classes of Service in Other Fields

• The concept of classes of service can be applied to various domains such as HR, marketing, or project management.

• Each domain may have its own specific types of work and corresponding classes of service.

Using Swimlanes for Class Management

• Swimlanes can be used to visually represent different classes of service in a Kanban board.

• Each swimlane can correspond to a specific class, making it easier to manage and prioritize tasks within each class.

Conclusion

Marcelo Neves concludes the discussion on classes of service in Kanban and emphasizes their importance in managing different types of demands effectively.

Key Takeaways

• Classes of service define how we handle different types of demands based on their urgency and characteristics.

• The Kanban method suggests four classes: expedite, fixed date, standard, and intangible.

• Teams can customize the classes based on their specific needs.

• Classes of service are not limited to software development but can be applied across various domains.

New Section

In this section, the speaker discusses the importance of going through all the steps and not skipping any, as it can lead to issues later on. They also mention how defining a workflow for each class of service can be helpful.

Importance of Going Through All Steps

• It is important to go through all the steps without skipping any.

• Skipping steps may result in missing important information or having to make corrections later on.

• One should focus on completing tasks in a logical order, such as starting with an introduction.

Defining Workflows for Each Class of Service

• Classes of service can help define workflows for different types of tasks.

• Having explicit process policies based on these classes can be beneficial.

• It is recommended to carefully choose which classes of service to utilize and consider potential changes.

• Defining explicit process policies according to the chosen classes of service is essential.

The language used in this section is Portuguese.