Rodent Regatta

Motorola pioneered a method of thinking and processing work that allowed it to produce cellular telephones with fewer than 4 defective phones in every million produced. That’s called six sigma. The lion’s share of any six sigma initiative involves transforming the way people think about their work.

James Lileks vividly illustrates how difficult it will be to transform the thinking in so many of the customer service arenas that frustrate us. Not one of the people he dealt with saw or could see anything wrong with the way they handled the situation.