An automated value stream map is an advanced example of how information visualizations may be integrated into service system management tools.
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Kanban and field service
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 […]
Using spare time
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 […]
Lean configuration management: a conundrum
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 […]
Three process architecture principles
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.