Simple Bass diffusion modified from Sterman Business Dynamics Ch9. Compare with the SI infectious disease model Insight 584.
Clone of Diffusion of Innovation Bass Model
When time and budget are tight, it's tempting to follow the "happy path" in testing. But be careful: it may be a path that brings your program great unhappiness. From William E. Novak and Linda Levine CMU SEI Sept 2010 Success in Acquisition: Using Archetypes to Beat the Odds paper and see webpage
Happy Path Testing Pattern
WIP Clone of IM-435 for Research (IM-345 was https://insightmaker.com/insight/435/Technology-and-Healthcare-Costs-and-Outcomes-2A simplified dynamic model, adapted from Engineering perspectives on healthcare delivery: Can we afford technological innovation in healthcare? Rouse, William B Systems Research and Behavioral Science 2009 Vol 26 (5) p573-582 abstract Developed by Mark Heffernan See also IM-614 for learning effects.
Clone of Research Costs and Outcomes
Simple Bass diffusion modified from Sterman Business Dynamics Ch9. Compare with the SI infectious disease model Insight 584.
Clone of Diffusion of Innovation Bass Model
Clone of Plastic Pollution Solution Revolution
Simple Brooks’s Law Model
Some programs take on a life of their own—privileged, and woven into an organization's existence. But when "sacred cow" projects begin to go wrong, that privilege and protection makes fixing them even more difficult. From William E. Novak and Linda Levine CMU SEI Sept 2010 Success in Acquisition: Using Archetypes to Beat the Odds paper and see webpage
Feeding the sacred cow
The Problem:
What is the true cost of escalating too many Tier 1/Level 1 tickets to Level 2/3 engineers?
Things to measure: How does this impact:1. (MONEY) Cost per incident - what does this cost the business? 2. (TIME) Service Level - how does this impact desired service levels/SLAs? 3. (PEOPLE) Agent utilization - how does this impact backlog? are we overworking engineers? Does this contribute to staff burnout?
Clone of OSCON 2017: Help Desk - True Cost Impact of Improper Escalation
A draft model of the techonomy
Technology Ecosystem
Clone of Plastic Pollution Solution Revolution
The concept of bidding on a government contract is deceptively simple. Underbidding is a tactic that complicates all aspects of the process. From William E. Novak and Linda Levine CMU SEI Sept 2010 Success in Acquisition: Using Archetypes to Beat the Odds paper and see webpage
The Underbidding Effect
The Problem:
What is the true cost of escalating too many Tier 1/Level 1 tickets to Level 2/3 engineers?
Things to measure: How does this impact:1. (MONEY) Cost per incident - what does this cost the business? 2. (TIME) Service Level - how does this impact desired service levels/SLAs? 3. (PEOPLE) Agent utilization - how does this impact backlog? are we overworking engineers? Does this contribute to staff burnout?
Clone of OSCON 2017: Help Desk - True Cost Impact of Improper Escalation
Clone of Plastic Pollution Solution Revolution
Purpose
Enables the different components in the 5 capability model in a visual manner for Enterprise and Business Architecture stakeholders.
5 Capability Model
The 5 capability model has many stock and flow children which each organization will need to model based on their current state.
Semantic
Getting terms to align to the generic objects can be a trying task, unless you simply list the stakeholders "semantic" term below the stakeholder in the presentation layer by order shown in the business process management section above the capability management group.
Clone of To Be Business and Technology Architecture
This is the Insight for Large Scale Outsourcing, one of the key models to be included in Sea of Systems 2015.
LSO
PurposeEnables the different components in the 5 capability model in a visual manner for Enterprise and Business Architecture stakeholders.
BUSINESS ARCHITECTURE 5 Capability ModelThe 5 capability model has many stock and flow children which each organization will need to model based on their current state.
- Aligns to APQC Process Framework
- Aligns to Principles in ISO 9001, 26000 and 27001
ENTERPRISE ARCHITECTURE Aligns Zachman Framework Enterprise and Business Architecture with Executive and Leaders from a business management level across any organization.
A method in which to align and benchmark any organization or agency, with the system(s) logic required from Architects in Row 3, to enable Row 4 engineers who need to supply physics.
SemanticGetting terms to align to the generic objects can be a trying task, unless you simply list the stakeholders "semantic" term below the stakeholder in the presentation layer by order shown in the business process management section above the capability management group.
Clone of To Be Business and Technology Architecture
The Problem:
What is the true cost of escalating too many Tier 1/Level 1 tickets to Level 2/3 engineers?
Things to measure: How does this impact:1. (MONEY) Cost per incident - what does this cost the business? 2. (TIME) Service Level - how does this impact desired service levels/SLAs? 3. (PEOPLE) Agent utilization - how does this impact backlog? are we overworking engineers? Does this contribute to staff burnout?
Clone of OSCON 2017: Help Desk - True Cost Impact of Improper Escalation
The Problem:
What is the true cost of escalating too many Tier 1/Level 1 tickets to Level 2/3 engineers?
Things to measure: How does this impact:1. (MONEY) Cost per incident - what does this cost the business? 2. (TIME) Service Level - how does this impact desired service levels/SLAs? 3. (PEOPLE) Agent utilization - how does this impact backlog? are we overworking engineers? Does this contribute to staff burnout?
Clone of OSCON 2017: Help Desk - True Cost Impact of Improper Escalation
The Problem:
What is the true cost of escalating too many Tier 1/Level 1 tickets to Level 2/3 engineers?
Things to measure: How does this impact:1. (MONEY) Cost per incident - what does this cost the business? 2. (TIME) Service Level - how does this impact desired service levels/SLAs? 3. (PEOPLE) Agent utilization - how does this impact backlog? are we overworking engineers? Does this contribute to staff burnout?
Clone of OSCON 2017: Help Desk - True Cost Impact of Improper Escalation
PurposeEnables the different components in the 5 capability model in a visual manner for Enterprise and Business Architecture stakeholders.
BUSINESS ARCHITECTURE 5 Capability ModelThe 5 capability model has many stock and flow children which each organization will need to model based on their current state.
- Aligns to APQC Process Framework
- Aligns to Principles in ISO 9001, 26000 and 27001
ENTERPRISE ARCHITECTURE Aligns Zachman Framework Enterprise and Business Architecture with Executive and Leaders from a business management level across any organization.
A method in which to align and benchmark any organization or agency, with the system(s) logic required from Architects in Row 3, to enable Row 4 engineers who need to supply physics.
SemanticGetting terms to align to the generic objects can be a trying task, unless you simply list the stakeholders "semantic" term below the stakeholder in the presentation layer by order shown in the business process management section above the capability management group.
Clone of To Be Business and Technology Architecture
WIP based on Austin 2021 Article Converting mostly linear representation into multiscale nested causal loops
Translational Science
The Problem:
What is the true cost of escalating too many Tier 1/Level 1 tickets to Level 2/3 engineers?
Things to measure: How does this impact:1. (MONEY) Cost per incident - what does this cost the business? 2. (TIME) Service Level - how does this impact desired service levels/SLAs? 3. (PEOPLE) Agent utilization - how does this impact backlog? are we overworking engineers? Does this contribute to staff burnout?
Clone of OSCON 2017: Help Desk - True Cost Impact of Improper Escalation
Karim Chichakly's ithink Baby Health Care System Model with more general non-US terms. Needs review of forecast trend and calibration
Clone of Simple Health Care System Model
The Problem:
What is the true cost of escalation?
Things to measure: How does this impact:1. (MONEY) Cost per incident - what does this cost the business? 2. (TIME) Service Level - how does this impact desired service levels/SLAs? 3. (PEOPLE) Agent utilization - how does this impact backlog? are we overworking engineers? Does this contribute to staff burnout?
Clone of Clone of AGILE 2017: True Cost of Escalation