Ray and Jock discuss whether it’s better to be good at fixing mistakes or to avoid making them in the first place, how Tesla reduces its cars’ failure rates, and why weighing paper forms is an expensive waste of time.
Other books mentioned
High Output Management – Andrew S Grove – https://amzn.to/3nc1Xth
The Practitioner’s Guide To Product Management – Jock Busuttil – https://amzn.to/2tnHacR
Note that these are Amazon affiliate links, meaning we would earn a small commission on any purchases you make.
In this episode
0:00 Opening titles
0:14 How hard is it to deliver a fruit basket?
1:02 A tax because you’re inept
2:49 Six Sigma to seek out defects
3:40 Defining failure waste
5:56 How to track failure waste
8:15 This Tesla has 40 moving parts
9:47 Cybertruck embodies efficient manufacturing
10:20 Trying to destroy a Nintendo Gameboy
12:15 Wardley maps and weighing paper forms
15:10 Money claims are now digital
15:30 Disconnect between product and customer service
18:43 ProdPad’s phenomenal customer success team
19:53 Service design
21:17 Paperclipping the customer journey
22:44 Short-circuiting redundant process
24:15 The happy and unhappy paths
25:40 Is this in your book?
27:45 Closing credits
About The Pig Wrestlers
Ray Rafiq is the founder of increasingly larger businesses: Regent Street Cinema, Baker Street Bakery, Wigwamm, GetAgent, Unmortgage.
Jock Busuttil is the founder of Product People Limited, a freelance head of product, author and conference speaker, with over two decades’ experience helping technology companies. (jockbusuttil.com)
Recorded on 22 January 2021
Music: Crazy Glue (Instrumental Version) by Josh Woodward (CC-BY 4.0)