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 […]
lead time
Service processes versus manufacturing processes
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 […]
Stopping the clock vs. waiting time
Stopping the clock is a pernicious practice There is a tradition among certain service providers to “stop the clock” when measuring process cycle time. They consider that any process activity under the responsibility of someone other than the service provider should not count against the agreed service level. There are two main cases: when the […]