Ah, the roach motels are still open. Checking in is easy, checking out mighty hard. An ordeal of many clicks and trick questions. Why I won’t try a trial subscription to @economist.com. Last time, it was so hard to end. Note @netflix.com does this right. #frictionproject
The best and most balanced responses to DOGE I've seen are from @pahlkadot.bsky.social . She's been in the trenches and knows how to improve government--and the false and real obstacles in the way. Check out her nuanced and constructive Substack. #frictionproject
open.substack.com/pub/eatingpo...
Strategic subtraction is a hallmark of great leaders and teams! #frictionproject
Compelling analysis of the "Procedure Fetish" in the U.S. government, which blames both parties (especially their lawyers!): "Gauzy claims about legitimacy and accountability serve as ready-made arguments in defense of most any procedure." #frictionproject
www.niskanencenter.org/the-procedur...
A nice article on the improvements at the California DMV—by another customer who was surprised by the speedy service. #frictionproject
www.sacbee.com/news/politic...
My new Harvard Business Review piece with Huggy Rao and Michael Rothkopf on improving customer service at the CA DMV is based on our multimedia case, produced by Stanford Business School . You can download it for free here. #frictionproject. sites.google.com/stanford.edu...
Our new Harvard Business Review piece digs into big improvements in customer service at the California DMV
New boss Steve Gordon visited all 180 field offices (50,000 miles on his car!), which "fueled" employee trust, and lessons on problems and solutions #frictionproject
hbr.org/2024/11/mana...
