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The Problem with Protectionism

21 February, 2014 by James Lawther 8 Comments

roller skate

When I was a teenager… The gadget to be seen with was a Walkman. Modelled by tall blondes on roller-skates cruising along sun-kissed Californian beaches Desired — in my case — by a spotty youth sitting in a bush shelter in rain-swept North Yorkshire The Walkman was so popular it even lead to social scientists coining […]

Filed Under: Blog, Wild Cards Tagged With: Apple, customer focus, innovation, protectionism, service design

Details Matter

14 February, 2014 by James Lawther 8 Comments

POSH Bags There is a rumour about Steve Jobs.  It is alleged that he sacked an employee at one of the first Apple stores. Why?  Because she bought cheap and nasty plastic bags for customers to take their expensive purchases home in.  The story may be a complete fabrication, but history has shown that Steve was […]

Filed Under: Blog, Process Improvement Tagged With: Apple, devil is in the detail, service design, service differentiation

What can Apple, Google and Amazon Teach You About Simplicity?

18 February, 2012 by James Lawther 9 Comments

There is a very big difference between simple and simplistic Google have a single box on their home screen.  Type something in it and you can access the world. Simple to use, but far from simplistic The iPhone has one button on the bottom and a screen that you navigate by touch.  Simple to use, […]

Filed Under: Blog, Process Improvement Tagged With: Amazon, Apple, complexity, Google, pareto principle, simplicity, video

Angry Birds and Process Control

1 June, 2011 by James Lawther 2 Comments

Angry Bird

Alaska Airlines has made an interesting step in process control.  (For all of you rolling your eyeballs at the thought of process control you should remember that aeroplanes that are out of control are generally a bad thing.) They have replaced the 11 kilos of paper flight manuals that pilots are required to carry when […]

Filed Under: Blog, Process Improvement Tagged With: Apple, aviation, capability, complexity, error proofing, innovation, process control

One Every Three Seconds

12 June, 2010 by James Lawther Leave a Comment

Apple has sold a million iPads in the first 28 days.  That is one iPad every 3 seconds. That is a lot of iPads, where are they all coming from? According to the Independent they are being made by Foxconn in Shenzen China: – The factory employs 420,000 workers – They each work 60 hour […]

Filed Under: Blog, Process Improvement Tagged With: Apple, innovation, marketing, outsourcing, supply and demand

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