A Practical Guide for MSP Managers to Overcome Resistance, Drive Adoption, and Ensure Technicians Fully Embrace Kanban for Better Project and Service Workflows
Introduction
Adopting Kanban with TopLeft is like optimizing a network topology—everything has its place, reducing congestion and improving traffic flow. By structuring workflows effectively, your MSP can significantly enhance project and service visibility, efficiency, and accountability. However, getting full team buy-in can be challenging. This guide provides actionable steps to drive adoption and make Kanban an integral part of your workflow.
Why Engineers Resist Change
Resistance to change is like dealing with a legacy system—sometimes, it's easier to stick with the old than to migrate to the new. Common reasons include:
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Familiarity – Engineers are accustomed to their workflows and may resist switching.
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Lack of Immediate Pain – Without visible problems, they may not see the urgency to change their process.
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Unclear Expectations – Engineers might not fully understand what is expected from them in the new system.
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Fear of Micromanagement – Some may view increased visibility as unnecessary oversight or excessive control.
Key Principles for Driving Change
1. Mandate Kanban as the Standard, Not Just a Recommendation
As a leader, your role is to set clear expectations while fostering collaboration and team buy-in. If Kanban is a business requirement, treat it as such. Instead of saying, "It would be great if everyone used TopLeft," say, "Going forward, all engineers will use TopLeft for tracking and managing their work."
2. Connect Kanban Adoption to Business and Operational Goals
Engineers care about solving problems. Show them how Kanban:
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Reduces stress by preventing work overload and bottlenecks.
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Improves efficiency by reducing wasted time searching for work.
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Helps the team meet SLAs, deliver better service to customers, and ensure smooth project execution.
Real-World Results from MSPs Using Kanban:
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Steve Psaradellis improved project efficiency by 58% with Kanban, reducing project completion times and increasing profitability.
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Scott Taylor leveraged Kanban to increase CSAT scores, improving overall client satisfaction and service quality. And, he increased net profit from 9% to 22%.
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Chase Effler improved SLA performance from 60% to over 90%, ensuring faster response times and better customer service.
Engineers care about solving problems. Show them how Kanban:
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Reduces stress by preventing work overload and bottlenecks.
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Improves efficiency by reducing wasted time searching for work.
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Helps the team meet SLAs, deliver better service to customers, and ensure smooth project execution.
3. Demonstrate Leadership by Using Kanban Yourself
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Use TopLeft in leadership meetings to reinforce its value.
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Ensure your service managers work from the Kanban boards daily.
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Reference Kanban during performance reviews and 1-on-1s.
4. Phase Out Old Work Methods to Ensure Full Kanban Adoption
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Disable old tracking methods (e.g., spreadsheets, separate ticket lists)—it’s like manually configuring firewall rules when automation is available. It’s inefficient, prone to errors, and slows everyone down.
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Stop accepting updates via email or chat—direct all work into TopLeft.
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Centralize work tracking in Kanban to ensure all tasks are visible in one place. This prevents fragmentation and makes it easier for everyone to stay aligned.
5. Provide Ongoing Training and Support for Engineers, Service Coordinators, and Managers
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Conduct a mandatory onboarding session for all engineers.
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Offer short, targeted training videos on common workflows.
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Provide a weekly open Q&A session for troubleshooting and feedback.
6. Hold Engineers Accountable for Using Kanban in Their Daily Work
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Daily Stand-ups: Require engineers to reference their TopLeft board.
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Performance Reviews: Tie compliance to job expectations and performance evaluations.
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Escalate Non-Adoption: If an engineer refuses to adopt, treat it as a deviation from best practices rather than a managerial directive. Just as following security protocols ensures a stable environment, adherence to Kanban is essential for maintaining workflow efficiency and visibility.
7. Recognize Success and Reinforce Positive Behavior
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Recognize engineers who use Kanban effectively, offering a mix of private praise and team-wide recognition to accommodate different preferences.
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Share success stories of time saved and problems avoided through Kanban.
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Continuously improve workflows based on team feedback and observations.
Kanban Champion Program: To motivate adoption, consider establishing a Kanban Champion Program, where experienced users mentor others, provide best practices, and drive continuous improvements. Champions can act as internal advocates, helping their peers integrate Kanban into daily workflows more effectively.
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Recognize engineers who use Kanban effectively, offering a mix of private praise and team-wide recognition to accommodate different preferences.
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Share success stories of time saved and problems avoided through Kanban.
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Continuously improve workflows based on team feedback and observations.
Sample Email to Your Team
Subject: Mandatory Transition to Kanban in TopLeft
Team,
To improve efficiency and transparency in our work, we are fully transitioning to using Kanban in TopLeft. Effective [date], all service tickets and project work must be managed through the Kanban boards.
This change will help us:
✅ Reduce chaos and increase focus.
✅ Make daily work easier for technicians and engineers by streamlining task management, reducing back-and-forth communication, and preventing work from slipping through the cracks.
✅ Improve ticket flow and meet SLAs.
✅ Ensure visibility into team workload and prevent overloading—think of it like load balancing in a network. By distributing tasks effectively, no one engineer is overwhelmed while others are underutilized, ensuring smooth and efficient operations.
What you need to do:
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Attend a mandatory Kanban training on [date].
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Stop using old tracking methods (email, chat, separate lists).
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Update and manage all service tickets and project tasks within TopLeft daily.
This is not optional. If you have questions or concerns, let’s address them in the training. I am confident this will make our work smoother and more effective.
[Your Name] [Your Role]
Conclusion
Kanban adoption should benefit everyone—engineers, coordinators, and managers—by improving workflows and efficiency without unnecessary friction. By clearly defining expectations, removing outdated habits, and reinforcing the new workflow, you’ll create a team that fully embraces Kanban and experiences the benefits firsthand.
TopLeft is here to support you. If you need additional help, reach out to our team for coaching and best practices!