Thursday, 16 June 2011 10:05

Them’s the Breaks

The Kano Model is a tool commonly used in the product development process to help classify customer wants and needs into one of three main categories. The first category is called Basic Needs.  Basic Needs are customer needs that are usually unspoken unless they are violated.  These types of needs […]

Thursday, 26 May 2011 10:06

A Quality Mindset

Last week Brad Feiler posted a blog on this website about the mindset of an organization and a few days later Mike Westra blogged about how two different customer service representatives addressed the exact same problem, but with different mindsets. These blogs got me thinking about how companies can truly […]

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Wednesday, 18 May 2011 10:09

A Tale of Two Phone Calls

Recently my family decided to start a garden in our backyard with some friends of ours. Last fall we sat down and collectively decided what and how much we wanted to grow. Then, each family went on-line and researched the best places to buy the vegetables that we were interested […]

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Wednesday, 20 April 2011 10:10

Be Wrong to Be Right

Wrong is in vogue. A song by Depeche Mode is named “Wrong.” Seth Godin blogged about failure: Schultz presented at a TED Conference about the importance of being wrong. Kathryn said being wrong is the source of our creativity. In the Optimize Phase of LEO, we try to be wrong. […]

Wednesday, 13 April 2011 10:11

Wishing we could ‘Enrich’ political campaigns

A few weeks ago Obama began his bid for re-election in 2012. Don’t worry; this won’t turn into a political blog… But when I heard this, it got me thinking. I was reminded of the last elections in 2010. I remember telling my wife during campaign/election season that it was […]

Wednesday, 6 April 2011 10:12

Service Quality

Seth Godin hits the nail on the head. But great service designs require more than designers signing their work. Great service designs require a process. Listen – Observe and understand the customer. Take the time to really understand what the customer wants. Understand the why behind the what. Stop […]

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Friday, 18 March 2011 10:17

Power to the People!

While I was pumping my gas the other day, I noticed an advertisement sign sitting on the top of the gas pump.  The sign said that if all Americans would keep their tires inflated to the proper pressure, as recommended by the manufacturer, we could collectively save 700 million gallons […]

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Wednesday, 16 March 2011 10:18

Service Worthy of a Treat

In today’s world of blogging, there seems to be much more complaining about poor products and services than there is praising good products and services. I think it’s important for us to recognize great service so we can learn from it just as we do with the more commonly discussed […]

Sunday, 13 March 2011 10:18

The Power of LEO: Optimize Designs for Long Term Growth

I am often amazed at how easily designers can brush off the fact that their designs are not truly optimized. Dr. Genichi Taguchi’s definition of optimization is: “the state of performance where the technology, product, or process is minimally sensitive to factors causing variability (either in the manufacturing environment or […]