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Category Archives: Customer focus
Newspaper Innovation In Kansas
The newspaper industry is facing challenging times. One success story is the Lawrence Journal-World in Lawrence, Kansas. I first heard about their efforts years ago: Watchful Eyes on Kansas Media Innovations, NPR, 2005 Many media companies hoped that convergence — … Continue reading
Posted in Creativity, Customer focus, Deming, Innovation, IT
Tagged Creativity, Customer focus, Deming, Innovation, internet, IT
1 Comment
Lame Move by Google
Google does great things and makes good decisions most often. However a recent move on their part has ended very lamely. As part of what their 10th anniversary celebration they provided a search of the 2001 index (the oldest index … Continue reading
Posted in Customer focus, Google, IT
Tagged Creativity, Customer focus, engineering, Google, internet, usability
Comments Off on Lame Move by Google
Making Life Difficult for Customers
Companies seem to think technology is an excuse to provide bad service. Or maybe they don’t need any excuse at all to do so, based on how often they provide bad service. My latest experience with lame pointy haired boss … Continue reading
Posted in Customer focus, IT, Management, Software Development
Tagged bad customer service, internet, Madison, Software Development, usability, Wisconsin
5 Comments
Future Directions for Agile Management
Agile management (agile software development specifically) is something that makes a big difference in my work life. David Anderson consistently provides great ideas on agile management and he does so again in this 90 minute presentation on the future directions … Continue reading
Posted in Customer focus, Deming, Innovation, IT, Lean thinking, Management, quote, Software Development, Systems thinking
Tagged agile management, Manufacturing, Software Development, webcast
6 Comments
Gobbledygook
How is this for Gobbledygook? Your home banking access code is expired! You must change your access code at this time. Your access code: * may be between 4 and 20 characters in length * must not have been changed … Continue reading
Posted in Customer focus, IT, Management, Software Development
Tagged bad customer service, programming, Software Development, usability
2 Comments
Don’t Do What Your Users Say
In, Don’t do what your users say [the broken link was removed], Hanford Lemoore, provides a nice illustration of why customer focus is important but must be done with care. in UI design it’s important to understand that what a … Continue reading
Posted in Customer focus, Deming, Management, Software Development
Tagged Creativity, Customer focus, Software Development, usability
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Not Exactly Lean Packaging
HP shatters excessive packaging world record (17 boxes to protect 32 A4 sheets of paper) Stephen said: “Imagine our excitement as we opened it, hoping against hope that it might contain a copy of some c-class virtual connect firmware that … Continue reading
Posted in Customer focus, Lean thinking, Management, Process improvement
Tagged bad customer service, waste
1 Comment
Verizon Provides Lousy Service = Dog Bites Man
It is obvious a few companies don’t have any ability to provide even just reasonably bad service (for them the goal of decent service is so far away as to not be reasonable). How often do Verizon,
Posted in Customer focus, Management
Tagged bad customer service, bad management, bad service
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Zipcar Innovation
Zipcar is an intriguing idea where you rent cars by the hour. The whole process is a significant change from the previous rental model (gas, parking and insurance included). Zipcar makes deals with local governments to secure zipcar parking near … Continue reading
Posted in Creativity, Customer focus, Deming, Innovation, Lean thinking, Management, Systems thinking
4 Comments
Respect for Employees at Southwest Airlines
“You have to treat your employees like customers” “We’ve never had layoffs,” he told me the day before the annual meeting, sitting on the couch of the single messiest executive office I’ve ever seen. “We could have made more money … Continue reading
Posted in Customer focus, Deming, Management, Psychology, Respect, Systems thinking
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