ByMatthew Arnold
So, you post your form off to the post office/tax office/council/insurance company/bank/cable company (* delete applicable). What happens next – from your perspective? “They” are busy getting on with it – right? Two weeks go by – so you give them a call? You spend a while on the phone as they track down your…
ByMatthew Arnold
A great deal has been written about Steve Jobs in the last few days – and my favourite was written by Horace Dediu on the asymco site (see links below). If ever there was a Systems Thinker, he was the man – making great business his way, and not getting sucked into “this is the…
ByMatthew Arnold
It may appear that Steve Jobs is an inspired leader who succeeds by taking big risks on personal hunches, but there’s more to it than that. His success, and that of Apple, is designed in to the way they think and develop products. Their key to success, is to compete internally – ensuring the quality,…
ByMatthew Arnold
When a fast food restaurant faced with the problem of customers disposing of valuable and reusable trays, rather than putting signs up to admonish careless customers (and in the process trying to make the loss of trays their customers’ problem) this famous restaurant chain simply designed-out the problem. Don’t fix the problem – design it…