I have a friend who regularly catches a taxi from London to Heathrow and back, twice a week, without fail. He booked a cab with his normal firm, but on-line for the first time, the other night. The web site didn’t work. After processing his booking instead of getting a confirmation he got a broken […]
How to Calculate the Cost of Poor Quality
Do you ever have quality problems? Here is a technique to help you work through the cost of poor quality. Get a group of people in a room and the ask them to estimate the answers to the following questions. How many customers do you treat badly each year? How many of them complain? When […]
Sheet Music
My daughter has just started music lessons. She is so keen and enthusiastic it is hard not to like the god awful noise that she makes. I had to go to a classical music shop to buy her a special CD to listen to as part of her studies. As I walked through the shop […]
KISS
I bought a train ticket to London over the internet, it cost me £131.00. I decided to pick it up at the station rather than pay to have it delivered. At 6:15 in the morning I entered my 8 digit code into the machine only to be told that I also needed to insert the […]
My Favourite Pub
I went to a fascinating talk the other day about social media. The presenter claimed that you could find a review about pretty much anything on-line. I thought I would give it a go, I Googled the name of my favourite pub and the 3rd item was a review site called beerintheevening.com. Not only does […]
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