Category Archives: Best Practice Frameworks

How to Use Kaizen to Drive Service Improvements (Part 2)

Many IT organizations will admit to the fact that they could be somewhat better at getting better, i.e. better at improving operations and services. My previous blog introduced the concept of Kaizen as a philosophy and approach that aids continuous service improvement (CSI). This time around I want to get more practical, talk about the HOWS: […]

How to Use Kaizen to Drive Service Improvements (Part 1)

“Kaizen” might sound like a breakfast roll but don’t be fooled – it’s a philosophy and approach that aids continuous service improvement (CSI). Working in IT is hectic. We have requests to fulfill, changes to make, incidents to fix. Sometimes we’re so overwhelmed with “the day job” that the thought of CSI seems too daunting. […]

How to Identify and Measure Your Work in Progress (WIP)

If you’ve ever worked in a manufacturing environment, then you certainly know what Work In Progress (WIP) looks like: stacks of partially-completed products waiting for the busy staff’s attention. Easy to see that those part-made things have already cost money: the investment can’t be recovered until the product is complete and can be delivered to […]

Case Study: Using Value Stream Mapping for IT Service Improvement

This was the situation: my customer had a dysfunctional business. It wasn’t a large company, and many employees had been there for years; and discussions were led, and decisions were made, by committees and reports. Life wasn’t good, and the competition was nibbling away at opportunities that the company should have won. More importantly, there […]