Simplifying Service Management
The overall customer experience, when viewed from the eyes of the customer (in this case a patient!) are very much dependent on a huge number of interactions across an extremely complex service supply chain.
There will be specialized practices for each of these different service domains. If any industry segment screams for a unified approach to managing these interdependent services, it is the health care industry.
Service Management doesn’t have to be a Rube Goldberg
A service is a supported facility. USM’s universal definition of a service requires some understanding of the term facility; it’s not what you may initially think it is… A business facility is often thought of as a location or a building. For example, an office building, a hotel, or a manufacturing plant. That’s why we … Continue reading A Job to be Done: Understanding USM’s Facility
You never know if you’re seeing things others don’t, and this may happen a lot when I talk about the Unified Service Management (USM) method. So, that’s what this post is about. USM is based on systems thinking. At its core is the management of the routines of an enterprise, and these routines encompass all … Continue reading USM, Leadership and the Butterfly Effect
It’s time to simplify service management for the enterprise
Like many I’ve been thinking about — and playing with — ChatGPT. [The complete answers are at the end of this post] So I asked it to explain unified service management. ChatGPT’s response was specifically oriented around information technology. But I did not ask it to explain unified IT service management; I asked it to … Continue reading Mindful Monday: Think for Yourself
While I understand the rabid desire to apply artificial intelligence and machine learning to automate service management, we shouldn’t forget a basic lesson: Simplify processes before automating them. Simplification will also simplify your automation efforts, simplify maintenance/changes and likely lead to more sustainable and lasting improvement. This is one reason why the USM method’s 5 … Continue reading Simplify before automating
Legacy practice frameworks increase costs, complicate automation and are creating an unsustainable mess, sucking the life out of the enterprise with increased training, consulting and tooling costs.
As you’ll see by the poem below, I’m more than ready for the Holiday Season. My best wishes to all and I hope you will find service management’s missing link in the coming new year.
If you hear people talking about the 10, 20 or 100+ processes in your organization, you’ve hit the slippery slope.