“It’s Me! It’s Me!”

Nancy is a realtor, who drives a Lexus. When she bought a new Lexus, it came with a special feature that allows keyless entry and starting of the car. A description of “Smart Access” from a website states:

“With the revolutionary Smart Access option, you can lock and unlock your doors, open the trunk, and turn the ignition switch – all without having to take your keys out of your pocket or purse. As soon as the sensors detect the presence of your Smart Access key, the door unlocks when you touch the handle. (more…)

Posted August 22nd, 2007 in Observations

The Parable of the Compliant Company

Once upon a time, there was a company. It doesn’t really matter what company, because the company is representative of many organizations. This company had a secret strategy, one which it practiced but did not publicize.
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Posted August 21st, 2007 in Observations, Operational Excellence

To Err is Human – It’s Been Said By Many

I’ve used the quote “to err is human” in writing about human error. And I wanted to cite the person who said it first. That is difficult to discover. I knew that Alexander Pope said, “To err is human, to forgive divine.” I discovered that Mae West said, “To err is human, but it feels divine.” (more…)

Posted August 9th, 2007 in Excellence Book, Human Factors, Observations