At
the outset of the article, I was as skeptical about the issue as the Pontiac
President. Be that as it may, towards the end, the issue ended up being a
sensible and technical one. In fact, to solve any engineering or technical
problem like that addressed in the article, detail technical information and
in-depth investigation are necessary.
The Pontiac story demonstrates a case in which it becomes clear that a simple empirical observation may apparently seem outlandish, however, may need to be addressed technically. Otherwise, it would be very hard to determine and solve the issue. Here the problem is not with the choice of ice cream, but with the vapor lock. Actually, it is the cooling problem which is hidden under a bizarre problem on the surface. Again, the layout design of the ice cream store may seem to be the problem. But, this is not a problem either. The fact is that the model of the car needs a specific time to cool down its engine. Any attempt to start the car within that specific time must fail.
The time needed for purchasing vanilla is less than that specific time. So, whenever the man used to purchase vanilla, the car would not start since the vapor lock could not dissipate. The real problem is the vapor lock. So, the problem is not bizarre, but a technical one and the Pontiac management should work further so that the vapor lock can dissipate more quickly. Overall the story is interesting as well as didactic.
The visions of a business or a company should always reflect the needs and requirements of stakeholders. If the problems of stakeholders are addressed properly, it helps the company to provide the proper services needed by the stakeholders. A problem of stakeholder may seem outlandish, however, may turn out to be serious in a sincere investigation. The venture to solve a particular issue may provide an opportunity to further improve the product or service. In the Pontiac story, if the complaint of the customer was not taken seriously, the cooling issue with the vapor lock could not be detected. Besides, addressing all problems irrespective of serious or bizarre is necessary to earn customers’ satisfaction. It is also essential to maintain the reputation and increase the goodwill of a company.
If I were assigned to investigate into the issue, I would first carefully observe the condition of the engine before starting for the ice cream store. Then I would again have looked at the engine as soon as we reach the store and again before driving back home. I would have also kept the record of the time in each step. I would continue to do all these things until the problem is detected. That means I would concentrate more on the technical matters rather than on the choice of ice cream flavor.
The Pontiac story shows a case in which a simple empirical observation cannot be explained without a careful technical observation. A complaint may seem bizarre, but may turn out to be serious in careful technical investigation. So, there is no scope to neglect customers’ complaint. In this story, the issue was a simple technical problem. But, it might have been a different defect in the engine that might have caused serious problems leading to accidents with fatal consequences.
The Pontiac story demonstrates a case in which it becomes clear that a simple empirical observation may apparently seem outlandish, however, may need to be addressed technically. Otherwise, it would be very hard to determine and solve the issue. Here the problem is not with the choice of ice cream, but with the vapor lock. Actually, it is the cooling problem which is hidden under a bizarre problem on the surface. Again, the layout design of the ice cream store may seem to be the problem. But, this is not a problem either. The fact is that the model of the car needs a specific time to cool down its engine. Any attempt to start the car within that specific time must fail.
The time needed for purchasing vanilla is less than that specific time. So, whenever the man used to purchase vanilla, the car would not start since the vapor lock could not dissipate. The real problem is the vapor lock. So, the problem is not bizarre, but a technical one and the Pontiac management should work further so that the vapor lock can dissipate more quickly. Overall the story is interesting as well as didactic.
The visions of a business or a company should always reflect the needs and requirements of stakeholders. If the problems of stakeholders are addressed properly, it helps the company to provide the proper services needed by the stakeholders. A problem of stakeholder may seem outlandish, however, may turn out to be serious in a sincere investigation. The venture to solve a particular issue may provide an opportunity to further improve the product or service. In the Pontiac story, if the complaint of the customer was not taken seriously, the cooling issue with the vapor lock could not be detected. Besides, addressing all problems irrespective of serious or bizarre is necessary to earn customers’ satisfaction. It is also essential to maintain the reputation and increase the goodwill of a company.
If I were assigned to investigate into the issue, I would first carefully observe the condition of the engine before starting for the ice cream store. Then I would again have looked at the engine as soon as we reach the store and again before driving back home. I would have also kept the record of the time in each step. I would continue to do all these things until the problem is detected. That means I would concentrate more on the technical matters rather than on the choice of ice cream flavor.
The Pontiac story shows a case in which a simple empirical observation cannot be explained without a careful technical observation. A complaint may seem bizarre, but may turn out to be serious in careful technical investigation. So, there is no scope to neglect customers’ complaint. In this story, the issue was a simple technical problem. But, it might have been a different defect in the engine that might have caused serious problems leading to accidents with fatal consequences.
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