Achieving Maturity Level 2 in Kanban signifies a critical transition from team-focused to customer-driven processes. At this stage, organizations exhibit consistent processes, workflows, and policies, yet they may still struggle to deliver consistent outcomes.
At Maturity Level 2, processes and workflows are well-defined, and staff members are trained on “how we do things around here.” This creates a less stressful workplace where roles and responsibilities are clear. However, the real challenge at this level is ensuring that outcomes consistently meet customer expectations. Often, organizations at this stage lack a full understanding of who their customers are and why they have requested the work, leading to a misalignment between the service delivered and the customer’s needs. To overcome this, teams must begin to view their work as a service, focusing on delivering value to the customer. Understanding and meeting customer needs should be at the heart of every process and decision, fostering a stronger connection with the customers and driving business growth.
The transition to Maturity Level 2 also involves shifting from managing tasks to managing customer-valued deliverables. Kanban boards evolve to support multiple teams working together towards a common goal. However, it’s crucial to avoid overburdening the system by saying yes to too many things at once. Establishing clear policies for prioritizing and committing work can help balance demand against capability. Metrics should mature from team-level vanity metrics to health indicators and improvement drivers for the entire workflow. Regular flow reviews become essential for driving continuous improvement and ensuring a smoother workflow.
At ML 2, organizations foster team trust and cooperation, focusing on workflow rather than completing tasks. However, relying on individual heroes to expedite important requests indicates that processes are not yet fully trusted. The goal is to create a consistent service delivery where customers trust the organization.