Scrum Master · An online retailer · February 2026
From firefighting to flow with Kanban
A support-heavy team was drowning in interruptions. Visualising the work and capping WIP turned chaos into predictable flow.
−45%
Lead time
+30%
Throughput
Cover image — add one in the CMS or frontmatter
The situation
The team handled both new features and a constant stream of urgent support, and everything felt equally on fire. Nothing was visible, so nothing was predictable.
What we changed
We put every item on a shared board, set explicit work-in-progress limits, and agreed a simple policy for how urgent work entered the flow.
The result
Interruptions stopped derailing planned work, and lead time dropped sharply within six weeks.