What is demand management? Sometimes it seems like a chimæra, other times like a selkie and yet other times like a sphinx.
Posts
The Service Manager’s Role in AI
If an AI is designed and used as a component in a service, what is the role of the service manager throughout the lifetime of that AI?
AI Data Strategy for Service Management
Since the benefits of artificial intelligence are heavily dependent on the quality and, very often, the quantity of data, a service provider should consider developing its data strategies if it intends to benefit from AI.
AI for Service Request Management
The Model of Artificial Intelligence in a Service System is exemplified by the case of classifying service requests
A Model of Artificial Intelligence in a Service System
An artificial intelligence is a component in a service system. It follows the general model of the phases of development and use for any service system. However, there are certain activities in these phases specific to AI. They are described in this model.
Is Kanban a Visual Management Method?
Kanban is very frequently described as “a visual management method for projects”. But is this really true? I believe it misses the core of understanding kanban and creates many misconceptions.
People are not fungible
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 […]
Managing Context Switching
It has become a commonplace that the throughput of a team’s or individual’s work is significantly slowed by context switching. If, instead of trying to multi-task and performing many different tasks within a given lapse of time, we finish a task before we start another, there will be much less context switching. Consequently, we would […]