tl;dr: The blog post criticizes the focus on 100% utilization of resources in businesses like American Airlines and Verizon FIOS, arguing that it leads to poor customer service and long wait times. It highlights the author’s personal experiences with these companies, emphasizing the negative impact of such an approach on customer satisfaction. The post references the principles of Factory Physics and Lean, advocating for a balance that prioritizes customer experience and efficient flow over mere … Continue reading How to Design Poor Service: Expect 100% Utilization of People or Resources