Track and realistically manage WIP

Don't lose track of work by using ticket systems, kanban or another tool Kanban is good for project tasks → initiate and keep a steady pace of task assignments

Usually employed at helpdesks Unrealistic expectation to close all tickets Accept max

Good for projects Keeps steady cadence Assign constant number of tasks / week / person Backlog, Active, Completed Add rows to split up groups of work

How to balance customer issues and projects?

If available, can choose a person / team to handle customer isses (interrupt sponge ;P) Frees up other team to work on projects

If you fly solo: assign 2 hours at start and end of day for customer issues Rest of day is for project work, except emergencies or lightning requests (faster than opening ticket)