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Kanban Maturity Model

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Organizational Maturity Explained
My Way reinvention
The Service Staff of individuals who know buil The Service Facing an extinction-level event, owner
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how to make pizza vious rs
ur thinks deeply about the identity and
li vi purpose of the business and the core
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The Process Staff members compete: to take motivation for starting it.

al
PIZZA KIT

a customer’s order; for resources

(countertop space, ingredients, The Process • Reinvents itself, switching from delivering
access to the ovens) gourmet pizza to making gourmet pizza
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Customer • Depends on who is serving them

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• Solid understanding of who they are, why
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Experience • No trust in the restaurant’s system they exist, what makes them happy and

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delivers satisfaction from doing business

Team-focu

t leader
never the same way Customer Favourite premium brand of gourmet,
twice 1 5 Experience bake-at-home pizza

The Service Depends highly on the individual

making it (the method of preparing, baking, simply the best
and delivering pizza, the accuracy of order The Service The best in the city
fulfilment, the quality and taste of the
pizza)
2 4
The Process • We have the best menu;
The Process Is emerging but is still 3
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• Our dough and crust are legendary and

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inconsistent:
CUSTOMER PREFERENCES

always baked to perfection;

• The pizza is the wrong type;
to

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• Is missing ingredients; • Our delivery service is second to none
me

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• Is of poor quality upon delivery;
dr Customer
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• The delivery time depends dramatically on k Residents boast about us to visitors

the person who delivers it. iv
en r is Experience
Customer
Experience
Vendor is extremely unreliable everyone is happy
Fit fo
r pur p o s e The Service • Optimally staffed
• Economically successful business
never the same result • Several different classes of service
twice Ex.: express delivery menu.

The Service Depends on the main cook or

always happy customers The Process • We successfully cope with ebb and flow
the manager: The Service • Is consistent (pizza delivered matches the order; is of high quality; is within service in demand
delivery expectations)
Pizza delivered might be the wrong type, • Our costs are tightly controlled without
might be missing some ingredients,
• We have time for improvement (open new restaurants; add dietary menu; affecting our delivery capability or
develop special offers )
or be slightly burnt impacting customer satisfaction
The Process • Defined procedures are followed consistently regardless of which • Solidly predictable profitability
The Process Defined procedures are now followed staff member is working that day
consistently • Vendor is reliable and trustworthy. Customer • Customer satisfaction is invisible —
Experience it is always there
Customer We aren’t yet good at understanding why customers choose us
Customer • We have a well-respected brand
Vendor’s reliability depends on the Experience (we sell a lot of basic Margherita pizzas for delivery to business premises after 5 p.m.
Experience on Thursday evenings but we don’t know why) • We know why customers choose us
supervisor on duty
• We can anticipate demand
More Information: www.kanbanmaturitymodel.com
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