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

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Cost of Delay

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

Problem Management Metrics

10 January 2016 by Robert Falkowitz Leave a Comment

Consider the case in the callout. While reading it, think about what might be wrong with that way of measuring problem management.

Filed Under: featured, Problem Management Tagged With: causality, cause, Cost of Delay, last responsible moment, metrics, problem, problem management, proxy metrics, workarounds

Priority, Cost of Delay and Kanban

25 September 2014 by Robert Falkowitz 4 Comments

Metric proxies

Priority is a classic example of a proxy variable that leads to distortion of service management practices. What do I mean by “proxy variable”, why do I say that this hallowed service management concept leads to distortion and what might we do to remedy this issue?

Filed Under: Kanban Tagged With: Cost of Delay, expediting, impact, just in time, priority, proxy variable, pull system, push system, service level agreement, trust, urgency, work in progress limit

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