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Kanban in Action by Marcus Hammarberg and Joakim Sundén

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Chapter 8. Classes of service

This chapter covers

  • What a class of service is
  • Putting classes of service to use for you
  • Examples of commonly used classes of services

In the previous chapter you learned different ways to manage the flow of work. One thing all those different principles, rules of thumb, and good practices didn’t address was that not all work items are of equal importance. Some types of work may need to flow faster through the workflow than others. This is where the concept of classes of service comes in handy. Let’s start with an example of a pretty standard case.

8.1. The urgent case

The case of a particularly urgent work ...

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