Archive for the ‘Service’ Category

Human-Centered Systems

Human-centered design, as elaborated last week, is a key enabler of human-centered systems.  The elements of human-centered systems include: Efficient & effective ecosystem services Integration across service systems Equitable & affordable access the services Continuous learning & improvement of services Leveraging lessons learned broadly My central premise is that everybody wants our societal systems to […]

Limits of Patience

Should we meet on Google, Teams or Zoom?  Do you have access to a Google drive, or Box, or the Cloud?  Are you on Windows or Mac?  Which version of Windows or the Mac OS?  Which version of Chrome, Explorer or Safari are you using?  These questions are akin to asking me which cell phone […]

Service Hall of Shame — Delta Air Lines

I have flown well over 3 million miles with Delta, retaining Sky Priority status when my Platinum and Diamond credentials aged out. I supposedly still receive exemplary service. I recently flew from my home in Washington, DC to Orlando for a business meeting. I sat in 30E to Atlanta, then 32B to Orlando, and 35F […]

Service Hall of Shame — Consumer Cellular

Consumer Cellular focuses on mobile phone services for older adults who do not use their phones for streaming services. The advertised monthly fees are much lower since the bandwidth utilized is much less. Consumer Cellular is collocated with Target in their electronics department. According to the Consumer Cellular website, the only store in DC providing […]

The Election Follies

Now that Members of Congress no longer have legislative responsibilities, they have become very creative in how they pursue reelection.  Some play it straight in the sense that they pretend to be serious about eliminating immigration, deporting anyone in the US whose family has been here less than three generations, and gutting K-12 curricula to […]

Service Hall of Shame – Uber

Roughly a year ago, I profiled five companies that provide great service, for example, Kaiser Permanente and USAA.  This post addresses the flip side – the Service Hall of Shame.  Today’s inductee is Uber.  I have compiled ten reasons for their selection, all experienced in just two days. Let’s start with driver deficiencies.  Here are […]