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...
www.sacbee.com/news/politic...
www.sacbee.com
December 4, 2024 at 7:29 PM
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...
www.sacbee.com/news/politic...
Strategic subtraction is a hallmark of great leaders and teams! #frictionproject
When I read @economist.com Bartleby is always what I’m looking forward to - how cool to see my mentor and reluctant rec letter writer @bobsutton.net featured!
December 10, 2024 at 7:33 PM
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...
www.niskanencenter.org/the-procedur...
The Procedure Fetish - Niskanen Center
The lawyers need to get out of the way.
www.niskanencenter.org
December 9, 2024 at 7:30 PM
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...
www.niskanencenter.org/the-procedur...
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...
Reducing Traffic Jams at the California DMV
In 2024, California DMV Director Steve Gordon could point to considerable improvements in the department under his leadership. Compared to when he took the role in 2019, twice as many DMV services wer...
sites.google.com
November 29, 2024 at 5:42 PM
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...
A fantastic assault on some of the worst jargon monoxide spewed out by corporations, consultants, and the like. hashtag#frictionproject
www.linkedin.com/posts/anifil...
January 3, 2025 at 6:43 PM
A fantastic assault on some of the worst jargon monoxide spewed out by corporations, consultants, and the like. hashtag#frictionproject
www.linkedin.com/posts/anifil...
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...
Bringing Elon to a knife fight
Wishing for a more orderly disruption may misunderstand the nature of government reform
open.substack.com
December 13, 2024 at 6:27 PM
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...
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...
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...
Management By Driving Around
In 2019, California Governor Newsom hired veteran technology executive Steve Gordon to transform the troubled DMV: to increase online services, improve service at field offices, and bolster employee m...
hbr.org
November 29, 2024 at 5:27 PM
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...
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...
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 FTC has delayed enforcement of its new click-to-cancel rule, which aimed to make it easier for consumers to end unwanted subscriptions.
You'll stay stuck in unwanted subscriptions for 2 more months after the FTC delayed its new click-to-cancel rule
The FTC has delayed enforcement of its new click-to-cancel rule, which aimed to make it easier for consumers to end unwanted subscriptions.
www.businessinsider.com
May 16, 2025 at 12:11 AM
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