The Model of Artificial Intelligence in a Service System is exemplified by the case of classifying service requests
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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 […]
Being a coach is like…
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 […]
Kanban and field service
Field service work has a variety of constraints and special characteristics that may influence how the flow of field service work is managed using kanban. What is different about field service and what should we take into account when using kanban to manage field service work? Many of the issues that I will describe may […]
Technology and Agility
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 […]