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News: HP Garage now officially an historic place

AP reported this week that the legendary Hewlett-Packard garage is now officially an historic place. It’s the little garage behind the house at 367 Addison Avenue in Palo Alto where Bill Hewlett and Dave Packard (the co-founders of HP) first started in 1938.



“It was there that Hewlett and Packard developed their first product, an audio oscillator, which Walt Disney Co. used to improve sound quality in its 1940 animated movie “Fantasia.”


You can read more about the HP garage at the official website.


We often discuss how leading companies strive to improve customer satisfaction and measurement, which includes a look at HP. Recently, one of my friends referred to HP’s “Rules of the Garage” which were widely promoted by HP back in the late ’90s. Here they are for your reference:



  1. Believe you can change the world.

  2. Work quickly, keep the tools unlocked, work whenever.

  3. Know when to work alone and when to work together.

  4. Share — tools, ideas. Trust your colleagues.

  5. No politics. No bureaucracy. (These are ridiculous in a garage.)

  6. The customer defines a job well done.

  7. Radical ideas are not bad ideas.

  8. Invent different ways of working.

  9. Make a contribution every day. If it doesn’t contribute, it doesn’t leave the garage.

  10. Believe that together we can do anything. Invent.

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J Allard’s bio page is temporarily unavailable

One never knows what one will finds on our exec home pages…



J Allard’s bio page is temporarily unavailable. It will return later this week


Updated: May 7, 2007










Allard: N'Gai had it right.
Allard: N’Gai had it right.


“Would he really ditch the dreads?”


That’s what I was wondering after an E3 dinner with Newsweek’s N’Gai Croal in 2005, knowing that it would be about a year before I knew the answer. And what do you know, N’Gai called it.


Six weeks prior to our dinner together, Sony had launched their new PSP product in North America. It was a lightning rod for discussion at the annual game convention in Los Angeles. Not a lot of data, but no shortage of opinions and questions surrounded Sony’s new product:


Would the UMD disc prove to become “universal”? Would they be able to manage production costs and get the price down? Would people really use it for movies and music as it had been promised? What would Nintendo’s response be? How would the industrial design and screen appearance age with use? Was there a chance that it would become the self-proclaimed “Walkman of the 21-st century?” What would the “killer app” be for the system?


Before I had ever met N’Gai, I knew exactly who he was. He had co-penned the cover article for Newsweek magazine in 2000 called “The Amazing PlayStation 2” which I have kept in my office ever since. It had hit newsstands only two weeks after we had approved a project codenamed “Xbox.” The article gushed about the possibilities of Sony’s new system that we had decided to compete with (Xbox would launch about 19 months later). In the end, while a number of promises in the article went unmet, the PS2’s market success would become incredible – it was and continues to be a huge success, selling over 100 million systems worldwide.


As the dinner discussion turned to the new Sony system, it was clear that N’Gai was still a PSP enthusiast. I was far less bullish on the PSP’s market acceptance… I didn’t understand their UMD movie push or why the studios would follow. I questioned their decision to use optical media because of the impact on battery and production costs. I was skeptical of the size of the product as a music player. As always, it was a fun debate as we pushed back and forth on the issues.


At one point N’Gai declared, “the PSP is so good, it will sell faster than PS2” and with that, the gauntlet had been thrown down.


Admittedly, the PSP was a beautiful device with incredible specs… it had a fantastic screen and I knew that they’d sell millions of them, but I just didn’t think that demand could be higher than for the PS2. A challenge was established. If he was right, I’d appear onstage during my E3 keynote sporting dreadlocks (his hairstyle). If he was wrong, he’d clone my hairstyle by letting me shave his dreads at the same conference. We set the 10-million-unit mark as the deciding point.


Well, N’Gai called it. In October 2005, Sony announced that they had surpassed 10 million units sold after only 10 months of commercial availability. He had me beat.


The thing is, he never got to cash in on the wager. In 2006, I had shifted my focus to a new project called Zune, didn’t present at E3 the annual games conference and I had forgotten about the challenge. He reminded me a couple weeks back that I never made good on the bet so here are the promised dreads – 360 days after the last E3 Xbox press conference.


Hats off to Sony for outpacing the PS2 velocity with their PSP. Dreads on for N’Gai for calling it back in 2005. Figured it was only right to include both the dreads and PSP in the photo.


P.S.: For the record, I’d never have been able to cut off your dreads, my friend. I might’ve clipped one off for show, but could never have butchered your style like that.

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Blog: Are great strategic thinkers born or made?

Interesting post from Michael Watkins on How to Think Strategically,



“Are great strategic thinkers born or made? The answer turns out to be “yes.” Yes, individuals sit somewhere on a spectrum of innate talent and yes, you can develop that talent.


“Approaches to develop your strategic thinking ability include…



  • Immersion.

  • Apprenticeships.

  • Simulations.

  • Game-theory training.

  • Case-based education.

  • Cognitive reshaping.

“What suggestions do you have for developing the ability to think strategically?”


You can join Mr. Watkins’ discussion here.

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CNET on the challenges of trial and bundled software on a new PC

Of interest: CNET’s Ina Fried on the impact of trial and bundled third-party software on your PC in this article on MSN Tech & Gadgets…



PC makers walk fine line with 'crapware' (© Push Pictures/Corbis)Down with ‘crapware’ Despite some outcry from consumers, there’s still plenty of free software loaded onto new retail PCs. While adding software, setting default search engines and including toolbars can all put money in PC makers’ pockets, the practice has also alienated some consumers who say all such “crapware” is clogging their hard drives and bogging down their systems.


“Despite some outcry from consumers, there’s still plenty of software being loaded on new machines. In part, that’s because the PC industry needs the cash that such deals offer. Even if the companies get less than $1 per software program that they include on a PC, that can still add up to $10 or $20 in revenue.

“On a $400 PC, that’s a big thing to get,” said Stephen Baker, an analyst at The NPD Group.

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MSN Money’s article on the “Customer Service Hall of Shame”

Christopher Oster writes in MSN Money about the “companies topped a list of more than 400 nominated by MSN Money readers,” and ranked the worst performers in the poll in their own “Top Ten” list. 



Customer Service: The Hall of Shame“Last month, we asked readers to tell us about their worst customer service experiences, and more than 3,000 responded within 24 hours of our request. Now, with the help of pollster Zogby International, we are introducing MSN Money’s Customer Service Hall of Shame, a ranking of the companies whose service is most often rated “poor” by consumers.


“The results are in, and one company ranks below all the rest: Sprint Nextel, one of the country’s largest wireless-phone carriers.
great customer service is not hard.


“At right is the Bottom 10, ranked by the percentage of people who said a company’s customer service was “poor.”


Some included in the list are not surprising (this is my personal view, having shopped at several of the retailers mentioned), but I was surprised at a couple of the “dishonorable mentions” in the article (listed here). In my opinion and experience, Wells Fargo and Dell rank consistently high.


I have had excellent in-person customer service at Wells Fargo: the latest experience was when my son opened up his first savings account, and without first knowing if I even had an account at the branch, the staff (thanks, Efi) treated him like a high-roller flying into Vegas for a six-figure weekend. Better, when he came back to make a deposit of a whopping few bucks in birthday haul, they remembered his name and once again rolled out the red carpet (and cookies).


As for Dell, we have Dell computers at home and I have a desktop in my office, among others, and have written here and here about some of my (generally positive) experiences with Dell’s customer support (all, so far, via chat and email). Related to the experiences we have at home, AFAIK Dell had no idea of my affiliation with MS when I pinged them, and they’ve always been professional and courteous. There was one experience where we ‘stumped the band’ with an esoteric software application problem, that was eventually solved with a bump up to second level support… and they called me back on their dime when they had the answer, rather than keep me on hold.