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

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Verbs, nouns and kanban board structure

2 December 2022 by Robert Falkowitz Leave a Comment

Kanban board syntax

A kanban board structure may be designed by thinking of columns as verbs and cards as nouns

Filed Under: Kanban

The role of the problem manager

25 September 2021 by Robert Falkowitz Leave a Comment

weakness

Before I talk about what I think a problem manager should be doing, we might start by summarizing what problem managers typically do. Of course, every problem manager performs dif­ferent­ly a role that each organization defines differently. So, I can only make a list of some of the major responsibilities of problem mana­gers. Rare are […]

Filed Under: Problem Management, Service Management

The Three Indicators

28 September 2020 by Robert Falkowitz Leave a Comment

dangerous curve ahead sign

When managing work in an agile manner, we should consider three types of indicators: lead, lag and along.

Filed Under: Continual improvement, Kanban Tagged With: along indicator, indicator, lag indicator, lead indicator

Visualization of Configurations

16 September 2020 by Robert Falkowitz Leave a Comment

adjacency matrix

In this article, I will delve into some of the issues associated with vi­su­a­liz­ing the con­fig­u­ra­tions of systems.As with many other dis­ci­plines in ser­vice ma­nage­ment, the use of vi­­s­u­a­l­i­­za­­tions in con­fig­u­ra­tion ma­nage­ment can be prob­lem­atic. I hope to highlight some of these issues with a view toward: improving the func­tionality soft­ware de­ve­lop­ers build into configuration ma­nage­ment; and expand­ing how con­sumers of con­fig­u­ra­tion in­for­ma­tion make use of vi­­su­­a­l­i­­za­­tions.

Filed Under: Visualization Tagged With: adjacency matrixes, configuration, configuration management, containers, graphs, labeled illustrations, treemaps

How to increase visualization maturity

10 August 2020 by Robert Falkowitz 2 Comments

streamgraph time series

We communicate information visually via a two-way street. BOth visualization de­signers and viewers must have similar levels of maturity to benefit from visualizations. This article suggest techniques for increasing the overall maturity of visualization techniques in an organizations.

Filed Under: Visualization Tagged With: annotations, before-after, testimonials, training

Measuring Flow Efficiency

6 August 2020 by Robert Falkowitz

Flow efficiency metric

A very low overhead method is proposed for accurately measuring flow efficiency with flow management software.

Filed Under: Kanban Tagged With: flow efficiency

Automated Value Stream Maps

9 May 2020 by Robert Falkowitz Leave a Comment

capturing defects

An automated value stream map is an advanced example of how information visualizations may be integrated into service system management tools.

Filed Under: Visualization Tagged With: automated value stream map, availability, batch size, capacity use, changeover time, cycle time, defect rate, information flow, inventory size, lean management, maintenance time, materials flow, queue size, value added work, value stream, value stream map, value stream phase, waste

Information Visualizations for Service Management

24 April 2020 by Robert Falkowitz 1 Comment

contour map

Service management tools include only rarely the visualizations that provide a high level of information to support the management of services. The reasons for this and many examples of high-level visualizations are provided.

Filed Under: Service Management, Visualization Tagged With: bee swarms, bump charts, clustered scatter plots, contour maps, cumulative flow diagrams, customer journey maps, directed graphs, heat maps, histogram, Marey charts, parallel coordinates, perceptual maps, sankey charts, statistical control chart, stream graphs, tile maps, value stream maps, violin plots, Wardley maps

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  • Verbs, nouns and kanban board structure
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