Category Archives: Serendipity

Travel serendipity engineering

  The recent New York Times article on serendipity engineering prompted me to revisit this KLM Meet and Seat case study” “Want to find out who will be on your KLM flight? With Meet & Seat you can view other … Continue reading

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Call center serendipity engineering

  The recent New York Times article on serendipity engineering prompted me to revisit this call center serendipity engineering case study.  Please note that aligning instead or staggering the call center representatives’ coffee breaks resulted in an annual productivity gain … Continue reading

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