July 2025

Work Item Types vs Classes of Service in Kanban: Definitions, Examples & Practical Tips

Agile, Kanban, Scrum
Visual comparison of Work Items, Work Item Types, and Classes of Service in Kanban using a coffee shop analogy. Shows different coffee orders as work items (e.g. espresso, cappuccino), service formats as work item types (to-go, to-stay), and prioritisation policies as classes of service (expedite, fixed date, standard). Includes concise definitions under each concept.

One of the most common challenges when designing Kanban is the confusion between work item types and classes of service. These core concepts directly influence delivery speed, team productivity, and customer satisfaction. One potential reason your Kanban system lacks clarity and consistent flow is confusion between work item types and classes of service. Exploring this […]

Work Item Types vs Classes of Service in Kanban: Definitions, Examples & Practical Tips Read More »

Food for thought: How to use customer emotions and emotional AI to improve product and service delivery

Agile, Business Transformation, Kanban, Leadership, Scrum
Flowchart showing how customer emotions and non-emotional inputs influence Classes of Service assignment through emotional recognition and ongoing reassessment, supported by Emotional AI.

A dissatisfied customer will complain and, at most, won’t do business with a service or use the service again. When a customer is angry, they typically take other types of action: discourage others from using the product or service, or go to court against the company. Emotion has a significant impact on customer experience and

Food for thought: How to use customer emotions and emotional AI to improve product and service delivery Read More »

Scroll to Top