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processes

Service processes versus manufacturing processes

17 March 2016 by Robert Falkowitz 8 Comments

Manufacturing and service processes—similar but not the same As more and more organizations use quantitative approaches to managing their services and service processes, so do management frameworks such as Six Sigma or Lean-Six Sigma become more and more used. However, the quality methods in such approaches were first developed to support manufacturing. They concern how […]

Filed Under: processes Tagged With: control limits, Cost of Delay, last responsible moment, lead time, lean, lean-six sigma, opportunity cost, process metrics

BPMN & service management

14 February 2016 by Robert Falkowitz 9 Comments

BPMN: a step toward automation I have argued elsewhere that the typical service management tools in use today might be suitable for service desk agents, but are annoying, redundant and of little value to anyone else involved in resolving incidents, among other activities. I have further proposed that existing IT management should be leveraged to […]

Filed Under: Incident Management, processes Tagged With: automation, BPMN, BPMN notation, conditional event, error event, Incident Management, kanban, lean process, OMG, process, process automation, process document, service management tools

Minimum viable process

7 February 2016 by Robert Falkowitz 10 Comments

Start simple I told my customer to start managing changes by using the simplest possible activity for change control, and then use a continual improvement approach to develop that activity in a way that meets the real needs of the organization and is also acceptable to the stakeholders.  Let me call that simplest of processes […]

Filed Under: processes Tagged With: lean, minimum viable process, minimum viable product, process, process definition

Three process architecture principles

7 February 2016 by Robert Falkowitz 9 Comments

My experience with process architecture principles Over the years, my advice to clients seeking to improve how they work has been underpinned by a set of implicit process architecture principles. I would like to share them here and explain my reasoning behind them.

Filed Under: processes Tagged With: activity homonymy, activity polyphony, end-to-end, enterprise architecture tools, kanban, lean IT, lean process management, process architecture, process definition, process metrics, process output, process purpose, tampering, waste

Process Compliance Metrics

10 January 2016 by Robert Falkowitz 5 Comments

Process Metrics are Key It is well known that ITIL® describes four types of process metrics: process efficiency, process effectiveness, process progress and process compliance [see, in particular, the discussion in Service Design, §3.7.5]. However, given the ambiguities of this terminology, it is not always evident to débutants how these types may be characterized and […]

Filed Under: processes Tagged With: compliance, compliance metrics, conformity, measurement, metrics, process adherence, process compliance, process metrics

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