Value Streams
9 articles on Value Streams, newest first.
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Understanding Value Streams in Service Management
A value stream is the complete sequence of activities through which demand is converted into an outcome for a consumer.
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Mapping the Happy Path Without Ignoring Reality
The happy path defines the intended route through a service, but optimisation also requires understanding exceptions and recovery paths.
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Finding Failure Points in a Value Stream
Failure-point analysis identifies where a service can stall, produce defects or create avoidable effort before consumers experience the impact.
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Measuring Customer Experience Across a Value Stream
Customer experience should be assessed across the whole journey, especially at waits, transfers, uncertainty and recovery moments.
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Optimising Handoffs and Bottlenecks
Most service delay accumulates between activities, so improvement should target queues, rework, batching and unclear acceptance criteria.
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The Four Dimensions of Service Management and Why Each One Matters
The four dimensions of service management, and why neglecting any one of them undermines service quality. Based on The Journey to Service Excellence.
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How Service Management can Transform Your Enterprise
Services, value co-creation, outcomes versus outputs and processes: how service management can transform your enterprise, drawn from The Journey to Service Excellence.
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Value Streams and the Consumer Journey
Why value streams are the key to service excellence: the happy path, mapping failure points and protecting the consumer experience.
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Continual Service Improvement: More Than Improving Services
What continual service improvement really means, the CSI model, who should lead it, where to start and how to run a CSI register.