Learning objective
Define an explicit workflow and WIP controls, then use age and cycle-time evidence to improve a recurring service without ranking individuals.
Why it matters
Busy systems start more than they finish. Work waits between specialists, urgency bypasses policy and average duration hides old items. Limiting WIP changes the operating decision at the moment capacity is full.
Core concept: pull and inspect flow
Downstream capacity pulls eligible work. Explicit policies define eligibility, completion, blocking and exceptions. WIP, throughput, age and cycle time show different parts of the system.
Scenario
The review column is full. A manager asks the team to start five more items because they are high priority.
Worked decision
Apply the explicit expedite policy if an item qualifies; otherwise finish or unblock current work and show the capacity trade-off. Repeated exceptions trigger a policy and demand review.
Decision rule
When a WIP limit is reached, do not pull by default. Finish, unblock, swarm or make an authorised exception whose displacement is visible.
AI lens
AI may flag ageing items and summarise blocked reasons. It must not reorder work, promise deterministic dates or turn card counts into performance scores.
Quick check
Which measure applies only to unfinished work?
A. Throughput.
B. Cycle time.
C. Work item age.
D. Completion rate.
Answer: C.
Next step
Configure the Kanban workspace and complete the AI review-flow case.