How many times have we heard this? How many times have we said it? Personally, I am certain that I say this more than once per day. Sometimes it’s out of frustration, sometimes it’s out of amazement, sometimes it’s just a moment where I give a look and think, “You gotta be kidding me” – it’s the…
What a difference a year makes… Looking back at my last year’s Holiday article called 2008 “The year of quicksand” I made several references to the rip-saw in the economy and the plummet of almost every known economic indicator. Some pundits were even speaking of an “economic Armageddon”. Everything is still not back to the “before” –…
XONITEK-US and XONITEK-UK recently hosted an Operational Excellence Summit in Amsterdam, the Netherlands. If you have ever been to Amsterdam, you will know there are distinct cultural differences which are quite obvious if you are from New York – even from a pre-Giuliani New York. From each place I visit, I’ve always liked to acquire…
The Misconception of Reliability and Availability After a 10 year reliability journey that takes me across the appliances, power generation, aerospace, component placement, electronics design, wireless, and finally the cable industries, I would like to share my astonishing discovery with my friends and foes alike. My focus will be on the cable industry where my recent…
Are your call center costs way too high? Are your customers’ experiences way too low? Poor customer care is not only pervasive and widely publicized, but seems to be getting worse. Witness the recent uproars about Dell Computer and AOL. More and more I have seen clients that are frantic, though internally focused, saying, “Our budget for handling…
