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On the origin and the descent of managing services. We put meat on the bones.

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Agility

People are not fungible

6 October 2018 by Robert Falkowitz 3 Comments

Fungible robots

There is a tendency in dis­cus­sions of staffing and org­ani­za­tional structure to speak of people, especially soft­ware en­gi­neers, as being fun­gible—or not. What an ex­ceedingly unpleasant choice of words! People are not fungible. People fungibility is an inappropriate concept. Let’s see how the un­der­pin­ning issues can be dis­cussed more fruit­ful­ly. What is Fungibility? Fungibility is […]

Filed Under: Agility Tagged With: fungibility, resource liquidity

Being a coach is like…

31 July 2018 by Robert Falkowitz Leave a Comment

Yogi Berra 1956

Being a coach is like someone helping you learn to ride a bicycle. She can teach you, encourage you and praise you, but she cannot ride the bicycle in your place. Being a coach is like being an acrobat’s safety net. Without taking risks, the acrobat would never learn and without a safety net, the […]

Filed Under: Agility Tagged With: coaching

Technology and Agility

7 June 2018 by Robert Falkowitz Leave a Comment

Restored columns at Epidauros

A recent visit to the ancient site of Epidauros brought to mind some thoughts about how technology can work adversely to agility. The site of Epidauros is perhaps one of the most famous of Hellenic antiquity. Its Askleipion is inscribed in the list of world heritage sites. Fig. 1: The theater at Epidauros While the […]

Filed Under: Agility Tagged With: technology, tools

A Manifesto for Service Management Agility—Summary

24 November 2017 by Robert Falkowitz 3 Comments

Agile service management as a subset of agile work, a subset of work in general

Over the past few months I have analyzed the propo­sitions of the Manifesto for Agile Software Development in the context of the issues specific to service management. On this basis, I have proposed revised propositions intended to address the question of agility in service management and have added a fifth proposition. These new propositions constitute […]

Filed Under: Agility, Service Management Tagged With: agile, manifesto, manifesto for software development, rigidity

A Manifesto for Service Management Agility—Part V

7 November 2017 by Robert Falkowitz 1 Comment

decision-making authority vs cost cutting

I have written four articles, each analyzing one of the propo­si­tions of the Manifesto for Agile Software Development and proposing a modified ver­sion based on the issues characterizing the management of services. In this article, I ask whether there are values pro­moting agility and specific to the management of services that I have not yet […]

Filed Under: Agility, Service Management Tagged With: agile manifesto, agility, communications, decision making, manifesto, manifesto for software development, organizational structure, Service Management

A Manifesto for Service Management Agility—Part IV

27 October 2017 by Robert Falkowitz Leave a Comment

route options for travel from Geneva to Milan

Also I shall untangle by what power The steersman Nature guides the sun’s courses, And the meanderings of the moon… lest we should think They roll along by any plan of gods. —Lucretius, De rerum naturæ V1 This is the fourth part of a series proposing a Manifesto for Service Management Agility. It draws upon […]

Filed Under: Agility, Service Management Tagged With: agile, agile planning, agility, Eisenhower, John Boyd, manifesto, manifesto for software development, OODA, planning, rigidity, service design, Service Management, Sun Tzu, von Moltke

A Manifesto for Service Management Agility—Part III

5 October 2017 by Robert Falkowitz 1 Comment

Provider/consumer interaction is at the heart of services

This is the third part of a series proposing a Manifesto for Service Management Agility. It draws upon the Manifesto for Agile Software Development and proposes a modified version of that manifesto’s propositions, based on the issues characterizing the management of services. In this installation, I will discuss the first proposition, “Individuals and interactions over […]

Filed Under: Agility, Service Management Tagged With: adaptive case management, agile, agility, emotional intelligence, empathy, inquisitiveness, manifesto, manifesto for software development, respect, rigidity, Service Management, trust

A Manifesto for Service Management Agility—Part II

14 September 2017 by Robert Falkowitz 3 Comments

Agilely testing the waters - a manifesto for agile service management

This is the second part of a series proposing a Manifesto for Service Management Agility. It draws upon the Manifesto for Agile Software Development and proposes a modified version of that manifesto’s propositions, based on the issues characterizing the management of services. In this installation, I will discuss the third proposition, “Customer collabor­ation over contract […]

Filed Under: Agility, Service Management Tagged With: agile, agility, commitment, engagement, fit for purpose, fit for use, manifesto, manifesto for software development, rigidity, serendipity, Service Management, value

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