Kanban provides an easy visualization of the number of escalations and bugs that a team must deal with. An excessive number of escalations may indicate one or more problems: The support team relies too much on the core engineering team. Use the triage team to help shield the core engineering team from distractions and to ensure that only the appropriate escalations get through. Difficult escalations result in long lead times. Aim to improve diagnostic tools (such as tracing and logging) to help resolve more technical problems. Insufficient help or documentation for customers and the support organization. The core engineering team should spend a reasonable amount of time prior to release educating stakeholders on new functionality. Post-ship product-quality issues. In the spirit of continuous improvement, work with the core engineering team to refine their processes and improve early cycle quality.