This view of service management...

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

Kahneman

Visualizing uncertainty

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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.

Psychology and Service Management

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Skeptical about Psychology I was invited to deliver a presentation last year and received as a token of appreciation a book, Daniel Kahneman’s Thinking, Fast and Slow. If you are like me, you have been skeptical about what benefits social sciences, such as psychology, can bring to other activities. This book completely reversed my appreciation […]