Radhika Halappa is working as an Agile Consultant in IBM. She has over 19 years of IT experience. She is passionate about Lean and Agile practices. She has led Agile transformation in large accounts in IBM.

She has been actively contributing to IBM Agile initiatives through coaching accounts to adopt Lean- Agile Ways of Working, also performing as a Product Owner for an application. She is an active participant in several Agile conferences in India.

Among various other certifications, she is also a certified Kanban Management Professional.

Achieving Customer Delight Using Kanban

This case study is about our journey to achieve Customer delight leveraging Kanban and Lean practices. The consumer of the service wanted us to address “critical tickets” on the same day it was logged. To address this requirement, we chose not to renegotiate our SLA/contracts, but instead we decided to collaborate with the customer and adjust our “Way of Working”. Clearly, following the agile value “Customer Collaboration over contract Negotiation” in true letter and spirit.

The new ways of working involved Kanban as a delivery methodology, and as a governance tool which improved communication, collaboration, and transparency. We also leveraged Lean practices to stream line the workflow. Limiting Work in progress has improved team efficiency and quality of the work. These changes to ways of working have improved quality, throughput and in turn delighting our Customer.

• Use of Lean and Kanban for continuous improvement
• Leveraging Kanban methodology to transform operations
• Addressing Context Switching
• Being Innovative - Use of Cognitive tools for improvement
• Building Predictability into the ticket resolution process.