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  • Blog Post: Simple names are not so simple, Part Two, plus, volcanoes and fried foods

    I've returned from a brief vacation, visiting friends on the island of Maui. I'd never been to that part of the world before. Turns out, it's a small island in the middle of the Pacific Ocean, entirely made out of volcanoes. Weird! But delightful. The most impressive thing about the Hawaiian Islands...
  • Blog Post: Queueing Theory In Action, plus, frogs

    Well that was a lovely vacation. It got off to a poor start but then it improved dramatically. Suppose you've got an "entrance" that is producing some largish number of "customers" on some schedule. You've got a bunch of "servers" who are handling the customer requests. Once a customer request is...
  • Blog Post: Customer Service Is Not Rocket Science, Part Two

    I find it irritating, but not surprising, when I get absurdly bad customer service from a business whose business model is based on volume and high margins. But I find it quite surprising, and indeed, greatly amusing , to get absurdly bad customer service from a business whose business model is entirely...
  • Blog Post: Customer Service Is Not Rocket Science

    (This post has nothing to do with technical matters except insofar as this story happened in geek paradise.) I was down at Fry's Electronics yesterday -- huge electronics warehouse. Geek paradise. Everything from DVD boxed sets to multimeters. Why I was there is unimportant; let's just say that the...
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