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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

Objective Urgency

15 September 2013 by Robert Falkowitz 2 Comments

Impact 1

Little urgency; less impact It is a paradox that most organizations understand incident impact fairly well, but find it difficult to measure, whereas their understanding of urgency leaves something to be desired, but it is not so difficult to measure at all. Some of the confusion is due to the so-called “best practice” of calculating […]

Filed Under: Incident Management Tagged With: impact, Incident Management, incidents, priority, urgency

Patterns of incident handling

26 December 2012 by Robert Falkowitz Leave a Comment

total impact equation

Incident management is halfway between BPM and ACM I have discussed elsewhere in these columns the relationship between process-oriented work and adaptive case management. This framework will help us to refine the understanding of how incidents may best be handled. Incident handling is a good example of work that has features of process-oriented work, such […]

Filed Under: Incident Management Tagged With: acm, adaptive case management, impact, Incident Management, patterns, PBM, unpredictable, urgency

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