How to Design Poor Service

100% utilization of people or equipment never works. It leads to long waiting lines, hold time, and inventory. Mark Graban over at Lean Blog recounts his June vacation where American Airlines lost his, and his wife’s luggage for four days. He wrote a letter to American Airlines, and received a call and voicemail from someone in their executive offices. Attempting to return the call several times, Mr. Graban could never get through. He muses that rather than mass e-mails offering apologies, American Airlines should focus on eliminating the need for mass apology e-mails.

Check out Mr. Graban’s post –and his bad experiences with Verizon FIOS – here.

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