Here is a bold statement, “inspection doesn’t work“; (literally bold). Yet every organisation I have ever worked for uses and pays for quality controllers. They can’t all be wrong can they? What makes me think I am so right? Maybe, if you read this I will convince you: The shadow illusion. Or perhaps this: Fooling […]
Does the Small Stuff Matter?
How you set your stall out matters. Even the small things make a huge difference to what your customers think and the way they act. The design critic Donald Norman made the point beautifully in his book The Design of Everyday Things discussing domestic cookers… Are the controls and gas rings arranged like this: […]
The Problem With Technology
I’m on holiday. Two weeks in southwest France. Glorious autumnal weather, misty mornings, bright sunny days and trees with leaves of every shade from burnt copper to liquid gold (very poetic if a little formulaic, sorry). Of course to get here involved a little trauma; no pain no gain. I had to leave home at […]
Blame Culture: More Dangerous Than You’d Think
In January 2001, 18-year-old Wayne Jowett died whilst receiving treatment for Leukaemia at the Queens Medical Centre, in my home city, Nottingham. The chemotherapy consisted of two drugs: Cytosine, a drug that is injected directly into the spinal fluid and Vincristine, a drug that is injected into the patient’s blood. A tragic accident The doctor […]
Process Design and Human Nature
Mothers were dying In 1840’s Vienna they were dying of “childbed fever”. In one hospital the death rate was alarming, roughly 1 in 10 mothers perished after childbirth, some months this statistic climbed to a horrific 30%. A young doctor, Ignaz Semmelweis, working in the maternity hospital noticed that in a neighbouring hospital death rates were a far […]
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