We experienced most of the behavioral changes listed above and our cycle time was reducing.But we reached a limit: we were depending on a technical support team.
We raised the point to them, our clients were very dissatisfied and at the end, our clients were also their clients.
Thus one day we decided to automatically measure their Cumulative Flow Diagram (CFD) and make it visible.
The average lead time was around 10 days for one very simple request.
My goal here is not to cover all those patterns again, which mainly are still a work in progress, but to share a specific story about measuring flow.
In 2010-2011, I was in charge of a software development team located in Paris and Mumbai.