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

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Organization Structure

Managing People Resource Liquidity

12 April 2016 by Robert Falkowitz 5 Comments

missing skill on kanban card

What is resource liquidity? There is often a lack of depth in skills in a department. There may be only one person having the knowledge or skills required to perform a task, who thereby becomes a bottleneck. The immediate availability of a person to perform a task is the liquidity of the personnel in the […]

Filed Under: Kanban, Organization Structure Tagged With: assets, competences, liabilities, liquidity, Little's Law, people resource liquidity, planning, resource liquidity, skills, training

Do we really need service desks?

29 December 2014 by Robert Falkowitz 37 Comments

I have recently been investigating provocative and heretical ideas. Among them are the very hard questions concerning radical service provider reorganization.  I have found that some of the reasons why service desks have been valuable contributions to service provider organizations are perhaps no longer justified. I would like to start a discussion around this question: […]

Filed Under: Organization Structure Tagged With: kanban, knowledge management, organizational structure, superuser, support team

Leaders, managers and bosses

7 August 2014 by Robert Falkowitz Leave a Comment

Everyone is talking about leadership Leadership is a popular theme for pundits these days. Many of them repeat the quote from (at the time) ex-U.S. president Theodore Roosevelt: People ask the difference between a leader and a boss … The leader works in the open, and the boss in covert. The leader leads, and the […]

Filed Under: Organization Structure Tagged With: boss, cattle drover, leadership, learning, manager, shepherd

Organizing for Kanban

25 April 2014 by Robert Falkowitz 5 Comments

hybrid organization

When Kanban decides against lower lead times Certain organizations applying Kanban principles may choose not to include IT operations specialists in cross-functional teams, on the assumption that it would be very hard to keep such specialists busy. These organizations prefer, instead, to group the operations specialists in their own teams, thereby increasing the risk that […]

Filed Under: Kanban, Organization Structure Tagged With: career development, cross-functional team, efficiency, kanban, knowledge management, knowledge work, knowledge workers, organization, organization structure, standardization

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