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

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last responsible moment

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

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