July 11, 2008 | Barb Carr

“Software problems bug Apple’s launch of new iPhone”…. What do you think?

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A recent AP article posted on Yahoo! Tech News, stated that new and old iPhone customers could not get the phone to work…”there was a global problem with Apple’s iTunes servers that prevented the phones from being fully activated in-store, as had been planned… Ieaving the phones unusable except for emergency calls.” Global seems to be the key word lately.

First things first, while customers are frustrated what would have happened if the 911 feature did not work? This is a good example of a proactive step. Now for the rest of the problem, is this a phone failure, a server error, or human performance error? Is this a tolerable defect that was acceptable to miss? …..could this happen again? As the customer we feel like we are guinea pigs in an experiment… is this the truth or just an unintended consequence. What do you think?

If this was your company what problem solving tool would you use to resolve this issue? If you have not thought about unintended consequences as a part of your review process, the TapRooT® root cause analysis system and training is a good place to start.

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