Kanban principles.

Two sets of principles guide work and improvement.

Change management principles.

Managing process improvement.

  • Start with what you do now: Don’t build process atop what you assume the best approach would be.
  • Agree to pursue improvement through evolutionary change.
  • Encourage acts of leadership at all levels.

Service delivery principles.

Managing work.

  • Understand and focus on customers’ needs and expectations.
  • Manage the work; let people self-organize around it.
  • Regularly review the network of services and its policies in order to improve outcomes.


  1. Susanne Bartel and Andreas Bartel, “The Official Guide to the Kanban Method,” February 2021. (See notes.)