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

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Automated Value Stream Maps

9 May 2020 by Robert Falkowitz Leave a Comment

capturing defects

An automated value stream map is an advanced example of how information visualizations may be integrated into service system management tools.

Filed Under: Visualization Tagged With: automated value stream map, availability, batch size, capacity use, changeover time, cycle time, defect rate, information flow, inventory size, lean management, maintenance time, materials flow, queue size, value added work, value stream, value stream map, value stream phase, waste

Kanban and field service

12 June 2018 by Robert Falkowitz Leave a Comment

Mobile card board in vehicle

Field service work has a variety of constraints and special characteristics that may influence how the flow of field service work is managed using kanban. What is different about field service and what should we take into account when using kanban to manage field service work? Many of the issues that I will describe may […]

Filed Under: Kanban Tagged With: field service, kanban board, mobile kanban board, pre-commitment, resource liquidity, robotic process automation, waste

Using spare time

5 March 2018 by Robert Falkowitz 1 Comment

lean-kanban task management goals

There is a strong contrast between the traditional management view of spare time and the kanban view. Traditional managers1 view spare time as something to avoid, as a sign of inefficiency or even laziness. One im­por­tant responsibility of such managers is to keep workers busy. In contrast to this, network queuing theory—and kanban in particular—show […]

Filed Under: Kanban Tagged With: continual improvement, coordination, Cynefin Framework, incremental improvement, kanban board, learning, leisure, perfection, spare time, value stream, waste

Lean configuration management: a conundrum

2 June 2017 by Robert Falkowitz Leave a Comment

How does a purely internal activity like configuration ma­nage­ment add value to customers? Would a customer gladly pay you for your configuration ma­nage­ment ac­ti­vi­ties? Keeping your con­fi­gu­rations under control is hardly value adding in the same way as, for example, increasing the utility of a service. And yet, good configuration management under­pins virtually all service […]

Filed Under: Configuration management Tagged With: added value, aviation industry, change control, class of service, CMDB, configuration control, intangible, kanban, lean management, non-added value, poka yoke, value stream, waste

Three process architecture principles

7 February 2016 by Robert Falkowitz 9 Comments

My experience with process architecture principles Over the years, my advice to clients seeking to improve how they work has been underpinned by a set of implicit process architecture principles. I would like to share them here and explain my reasoning behind them.

Filed Under: processes Tagged With: activity homonymy, activity polyphony, end-to-end, enterprise architecture tools, kanban, lean IT, lean process management, process architecture, process definition, process metrics, process output, process purpose, tampering, waste

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