1. Show Notes:
    servicesphere.com/blog/2011/12/1/quality-systems-are-not-frameworks-practitioner-radio-episod.html

    CA World Conference
    Quality Systems and Process Frameworks
    Deming
    TQM
    EFQM
    Baldridge
    LEAN
    Six Sigma
    Theory of Constraints
    Troy’s session at Pink12 & the book for the session
    TapRoot
    Pareto Analysis
    Value is the quality that people are willing to pay for
    Theory of Constraints and I Love Lucy
    Chris learns about bottlenecks
    TOC and all Quality systems are THINKING PROCESSES
    SLA’s and TOC
    Muda – Lean Japanese Concept
    Variation Cost Money

    # vimeo.com/32994977 Uploaded
  2. Show Notes:
    servicesphere.com/blog/2011/11/13/technology-management-vs-service-management-practitioner-rad.html

    itSMF UK Conference 2011
    The incident, problem and change dance
    All the Practitioner Radio Shows
    Request fulfillment vs Demand Management
    Pink12 Conference
    Define Culture
    Rob England’s Tweets
    Culture jumping starts from moving from a tech culture to a service culture
    Cultural Roadmap for ITSM Adoption
    Systemic Thinking
    When DONT you need a CMDB or SLA?
    Until an organization wants to manage OUTCOMES a large part of ITIL is out of their grasp
    Stephen Mann’s Value Presentation on “Value” from itSMF UK 11 (PDF)
    Who is my customer? IT user, customer, business
    Lucy’s Advice Kiosk
    MIT Sloan Enterprise Architecture Strategy Book
    Chris’s mushroom trip to a shaman villiage
    Tribal Culture vs. Monarchy Culture
    Preview of Theory of Constraints
    Remember your place in the system, but you NEED to understand your position in the bigger picture.
    What exactly is Troy’s job at Pink Elephant?

    # vimeo.com/32034843 Uploaded
  3. # vimeo.com/31856813 Uploaded

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