Archive for October 2016

Complexity: Absolute or Relative?

I spent the last few days in Santa Fe, absorbed in discussions of complexity, with particular emphasis on healthcare delivery.  I have delved into this topic for quite some time. Three decades ago, we published our studies on the complexity of troubleshooting – figuring out the source of unfortunate symptoms, e.g., why your car won’t […]

Why You Hate Your Airline

The October issue of Consumer Reports outlines “Secrets to Stress-Free Flying.”  This 14-page article provides an interesting history of the airline industry, including the forces that drove your once loved airline to become an object of intense scorn and hatred for most passengers. Over recent years, the airlines have refined their strategy for making record […]