Expectation Creates Dissatisfaction (and what to do about it…)

While on vacation recently, I thought to myself, “This is perfect.”  The weather was nice.  We had a great hotel room.  The food was wonderful. Was it really perfect? Were there nicer rooms, better food, and warmer climates?  Indeed. Comparatively speaking, it was not truly...

Exception Handling Continued

In my AMEX OPEN Forum article, “Design Your Business to Handle the Exception, Not for the Exception,” someone commented that simplification is a better strategy than segmentation.  And I wholeheartedly agree. Car manufacturers do this when they use common parts and...