Kumbaya Leadership. . . or, how to ensure that nothing gets done in your organization. Unlike true leadership, Kumbaya Leadership is a whole
Doing Ethnographic and Observational Research
Warning: This post is longer than normal. I include my thoughts on Product Design and then an article on Ethnography. It's good stuff, just a little
Krispy Kreme Process and Aspects of Lean
The red light flashing at Krispy Kreme is a good sign for our family: it means free, heart-stopping, artery-clogging, but tasty glazed donuts. On July
Shmula Goes Camping: Drum-Buffer-Rope and Theory of Constraints
My family and I went camping with my brother-in-law and his family. We went to a place in Utah called Uinta National Forest -- it was beautiful. We
The Wisdom of Crowds
The book "The Wisdom of Crowds" by James Surowiecki explains how the aggregation of information in groups can result in outcomes better than if the
The Pareto Principle
The Pareto Principle was named after an Italian economist who discovered that 80% of the wealth in Europe was concentrated in 20% of the population.
Don’t Waste the Customer’s Time
Very few service providers, regardless of service, look at the customer's experience -- from the customer's point of view. If they did, service
Customer-focused Product Management
Product Management is often confused with Product Marketing and Technical Program Management. At some companies, all of the above are actually
Customer Obsession: In Real Time
Jason Calacanis is clearly customer focused. He's using the interactivity of the web as a real-time focus group. This does several things: For AOL,