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

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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

Visualizing uncertainty

15 January 2020 by Robert Falkowitz 1 Comment

gradient chart of expected disk model life

In this age of visual management, Bayesian reasoning, machine learning and other statistical methods, it is increasingly important to understand how certain we are about the “facts” and how to visualize that uncertainty.

Filed Under: Visualization Tagged With: bias, box plot, buckets, complex adaptive system, continuous visual encoding, error bar, gradient chart, histogram, Hubbard, hypothetical outcome plot, Kahneman, probability density function, saturation, statistical control chart, systematic error, Value suppressing uncertainty palette, violin plot

Violin plots for services & kanban

16 March 2018 by Robert Falkowitz 1 Comment

Concept of a violin plot

I have frequently remarked that “traditional” analysis of service events and the plotting of data is highly misleading. This is due to a distribution of data that is neither symmetric nor normal. A useful data plotting tool for asymmetric, non normal data distributions is the violin plot. This article joins my series of articles concerning […]

Filed Under: Graphical management tools, Kanban, Service Management Tagged With: asymmetric distribution, box plot, histogram, interquartile range, lead time, median, normal distribution, probability density, reliability, tools, violin plot

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