Team-Kompetenz

Steve Marmon from Stanford University discusses the iPhone User Interface guidelines and proposes ten steps for the application development process:
Step 1: Decide what to build / 3:20
Step 2: Visit the app store / 7:53
Step 3: Explore possible solutions / 12:40
Step 4: Sketch / 17:40
Step 5: Build a paper prototype / 23:20
Step 6: Fire up Omnigraffle […]

Service Design concepts from ITIL V3, Six Sigma and other design disciplines are approaches for the same subject but from different views. Sometimes you only need one of these views, sometimes you need them all together.
In other words: Your customer needs new and innovative services, based on best practices with ongoing continual service improvements. […]

Cost of KPI measurement
Periodic costs of measurement of Key Performance Indicators (KPIs) – usually based on the number of FTE involved in gathering and documenting KPIs.
More at KPI Library

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Cost of managing processes
Periodic costs of managing processes, based on the number of
Full Time Equivalents (FTEs) involved in management functions
for processes.

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Here you’ll find two good starting points to learn more about the “Supply Chain Operation Reference-Modell (SCOR)”:
- SCOR-Modell
- Supply Chain Council

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The above average effect, also called the Lake Wobegon effect, in service management:

Beyond the more subjective impression of service owner and customer described by the “above average effect” we can find more objective and measurable reasons for this evaluation. What are the potential criteria for the different ratings?
Criteria of service owner:
- SLA’s met
- low operational […]