ISO-HELP Quality Systems Blog
Thursday, February 16, 2017
Dear Mc. Donalds
I've been in your place for nearly 20 minutes now. I ordered a large soft drink because I felt some remorse about coming into your place and using the free wi fi. I paid my dollar, and your underpaid worker behind the counter disappeared without giving me my cup. I had to wait until someone else made it to the front, which took about five minutes.
Since that time, until now, the alarms in the back that say "you're behind on hash browns" have been going off nonstop. The crew, in the meantime, has been standing around giggling. There were lines at the registers, and literally, no cashiers in place to take orders.
You are what you are. We have all evolved..
JIm
Monday, January 23, 2017
Tesla Cars To Have ‘Major Revisions’ Every 12-18 Months
Highlights:
Traditional car companies generally offer incremental improvements in the next-in-line version of an existing car. For example, while Ford has been incrementally improving its Mustang since 1963, the car still espouses a design philosophy similar to the original.
According to Musk’s tweets, there are unlikely to be any retrofits — i.e. your old Tesla car’s hardware would not be upgraded to make it come to par with the new version of the car, even if you are willing to pay for the same.
Here's the real sticking point: These auto companies, and auto component manufacturers, use long lived platforms as a way to spread design costs out over time, and also, to do the long term validation work that it takes to not produce rolling piles of unsafe junk.
We will see what happens.
Thursday, January 19, 2017
The Root Causes of Anything
I found this chart in a presentation "Human Factors in Aviation" which is a summary of 86 aircraft disasters in North America by David J. Taylor
Complete Article
Causes/ major contributory factor
|
% of accidents in which this was a factor
|
Pilot deviated from basic operational procedures
|
33
|
Inadequate cross-check by second crew member
|
26
|
Design faults
|
13
|
Maintenance and inspection deficiencies
|
12
|
Absence of approach guidance
|
10
|
Captain ignored crew inputs
|
10
|
Air traffic control failures or errors
|
9
|
Improper crew response during abnormal conditions
|
9
|
Insufficient or incorrect weather information
|
8
|
Runway hazards
|
7
|
Air traffic control/crew communication deficiencies
|
6
|
Improper decision to land
|
6
|
So is it not clear that these can be grouped into five groups? Human, Procedural, Mechanical, and Environmental, with a side order of Detection Issues?
And of all of these do they not boil down to human, at some point?
Wednesday, August 3, 2016
Dear Marriott Corp
I tried to make a $500 reservation at your place a moment ago.
When I entered my email into your reservation app, I got an error message because I did not remember my password because evidently I signed up for your Rewards program at some point. You would have probably made me change my password anyway.
Your app said that you would email my password... But that didn't happen.
So I basically was stuck. No password. No way to make a reservation.
I called the 800 number listed on the app. The automated attendant couldn't understand my problem. I asked 10 times for an operator. The attendant couldn't understand that either. Finally the automated attendant said " let me transfer you to an operator". Guess what? Office closed. No operator.
Each one of these system failures got me just a little more frustrated.
So guess what? I got reservations at the Hilton.
So you spend millions on advertising, have some nice hotels and do maintenance so people will stay in them, people like me who pay the business rate...
I have my credit card ready to give you money...
And your terrible app cost you the sale.
Now we all know that for every customer that complains, 10 more have the problem and say nothing... So I am ready to say that your screwed up app is costing you $5000 a day and you don't realize it.
Let me know if you need some help solving this organizational efficiency problem.
Jim
Saturday, July 16, 2016
Dear Henry Ford
Thanks for having us over for fireworks the other night. I have to say that Greenfield Village is quite pleasant and you must have been proud of it.
I have to think that you, the patron saint of Organizational Efficiency would have done a 360 in the grave at the exit plan. 5000 people trying to get through a 6 foot opening in the dark while stumbling over railroad tracks was just a bit dangerous, not to mention inefficient.
You were not the patron saint of customer satisfaction though so maybe it is understandable, in an ironic way.
Wednesday, June 29, 2016
Dear Jimmy Johns
Your enlightened managers chose at that moment to move the furniture away from the wall to do cleaning. The entire crew was dragging furniture across the store floor and it was actually noisier than the motorcycles.
The irony is, with this huge crowd out front, you should have been doing everything you could to get people INTO the store. Instead, you were indifferent to customers and internally focused in the face of a potential huge opportunity with a hungry crowd outside.
Good luck keeping the doors open.
Jim
Sunday, May 1, 2016
Dear Peoria
At Drake, they taught us that the public spaces in a place tell you a lot about the community. In your case, the public spaces are screaming "Zombie Apocalypse Stay Away. This is our bunker and we are not letting you in".
Here are some photos. Your arena, your new ballpark and the corporate HQ of your biggest employer are all sending exactly the same message. The lone building that was not bricked up or walled over or set up like a fortress was your little old train station, and that was the lone place I saw where there was a pleasant gathering of people. This was all in the most-public-facing one mile area of your town.
It seems like you should be more hopeful.
Later
Jim