General Motors Vannila Ice Cream Case Study

This is a real story that happened between the customer of General Motors and its Customer-Care Executive. Pls read on…..

A complaint was received by the Pontiac Division of General Motors:

‘This is the second time I have written to you, and I don’t blame you for not answering me, because I sounded crazy, but it is a fact that we have a tradition in our family of Ice-Cream for dessert after dinner each night, but the kind of ice cream varies so, every night, after we’ve eaten, the whole family votes on which kind of ice cream we should have and I drive down to the store to get it. It’s also a fact that I recently purchased a new Pontiac and since then my trips to the store have created a problem…

You see, every time I buy a vanilla ice-cream, when I start back from the store my car won’t start. If I get any other kind of ice cream, the car starts just fine. I want you to know I’m serious about this question, no matter how silly it sounds “What is there about a Pontiac that makes it not start when I get vanilla ice cream, and easy to start whenever I get any other kind?” The Pontiac President was understandably skeptical about the letter, but sent an Engineer to check it out anyway.

The latter was surprised to be greeted by a successful, obviously well educated man in a fine neighborhood. He had arranged to meet the man just after dinner time, so the two hopped into the car and drove to the ice cream store. It was vanilla ice cream that night and, sure enough, after they came back to the car, it wouldn’t start.

The Engineer returned for three more nights. The first night, they got

chocolate. The car started. The second night, he got strawberry. The car started. The third night he ordered vanilla. The car failed to start.

Now the engineer, being a logical man, refused to believe that this man’s car was allergic to vanilla ice cream. He arranged, therefore, to continue his visits for as long as it took to solve the problem. And toward this end he began to take notes: He jotted down all sorts of data: time of day, type of gas uses, time to drive back and forth etc.

In a short time, he had a clue: the man took less time to buy vanilla than any other flavor. Why? The answer was in the layout of the store. Vanilla, being the most popular flavor, was in a separate case at the front of the store for quick pickup. All the other flavors were kept in the back of the store at a different counter where it took considerably longer to check out the flavor.

Now, the question for the Engineer was why the car wouldn’t start when it took less time. E..ureka – Time was now the problem – not the vanilla ice cream!!!!  The engineer quickly came up with the answer: “vapor lock”.

It was happening every night; but the extra time taken to get the other flavors allowed the engine to cool down sufficiently to start. When the man got vanilla, the engine was still too hot for the vapor lock to dissipate.

Even crazy looking problems are sometimes real and all problems seem to be simple only when we find the solution, with cool thinking.

Don’t just say “problem is at the other end or it is  IMPOSSIBLE” without putting a sincere effort….

What really matters is your attitude and your perception.

Moral of the Story “Try to Fix the Bug instead of making it as a Known Issue”

Real Great Story…..!!!!!!!


Wives must be dumb ;)

After a meeting I was coming out of a hotel and I was looking for my car keys. They were not in my pockets. A quick search in the meeting room… it wasn’t there.

Suddenly I realised I must have left them in the car. My husband has shouted many times for leaving the keys in the ignition. My theory is, the ignition is the best place not to lose them. His theory is that the car will be stolen. Immediately I rushed to the parking lot, I came to a terrifying conclusion. His theory was right. The parking lot was empty.

I immediately called the police. I gave them my location, car number and description of the place where I parked etc. I equally confessed that I had left my keys in the car, and that it had been stolen.

Then I made the most difficult call of all, to my husband!!!

“Honey,” I stammered; I always call him “honey” in times like these.

“I left my keys in the car, and it has been stolen.

” There was a period of silence. I thought the call had been dropped, but then I heard his voice.

“Idiot”, he shouted, “I dropped you at the hotel !”

Now it was my time to be silent. Embarrassed, I said, “Well, come and get me.”

He shouted again, “I will, as soon as I manage to convince this policeman that I have not stolen your car.”

Yet another Work from Home

Today i had to settle to work from home. As both of my cars were off for service & the two wheeler is used by my sister. It is hard to believe how vehicles have become lifeline of our life.

There were times where I used public transport and there was no private vehicles. I got offer from many friends who spared their vehicle. Again my laziness to goto their home and collect the vehicle has made me sit and work from home.

But i made use of the time by having a facial done.

My car engine seized

It is a tough time for me to commute. I didn’t realize that my small car’s (Zen) coolant water & engine oil got drained & I drove my car too much that the engine got seized. The result is;

  • Engine reboring takes 25 days.
  • Cost of repair is projected to be Rs.35,000/-

This experience made my check my big car & even that was running dry & I filled coolant & engine oil. Coming monday i’ve to leave my Big car for service too & i don’t have a vehicle to commute.

If any of you can spare me your two wheeler for 2 days that would be of great help to me.

Sleeping in the car

We reached Yelagiri hills by 3.45 AM and we cornered the car on a busy street. Life here got started by 4 and lots of people & vehicle movement started to increase and nothing disturbed us. But an old man woke Kavi asking if we want any room or guide.

From then Kavi didn’t allow us to sleep from then on and this is how we slept.


I have been driving for many years… I would think I should have noticed the little secret on my dashboard that was staring me in the face the whole time…I didn’t…and I bet you didn’t either…

Have you ever rented or borrowed a car and when arriving at the gas station wondered…mmm, which side is the gas filler cap?

My normal solution was to stick my head out the window, strain my neck and look, try to see in the side mirrors or even get out of the car!

Well ladies and gentlemen, I’m going to share with you my little secret so you will no longer look like Ace Ventura on your way to the gas station or pu t your neck at risk of discomfort or injury.

If you look at your gas gauge, you will see a small icon of a gas pump?

The handle of the gas pump will extend out on either the left or right side of the gas pump?

If your tank is on the left, the handle will be on the left? If your tank is on the right, the handle will be on the right (see photo). It is that simple!

Partying Networking & Reunion

Last two days I’ve been partying hard and networked a lot and got reunited with my old friends. Yesterday being a Saturday I got a call from a friend who invited me to join his friends in a party in Asiana in OMR. I’m visiting the hotel for the first time and got linked with the Landlord of the Hotel & other entrepreneur folks.

It was fun time there because the Landlord was one of the committee members to select the live band in the Pub. The girls singing dedicated all songs to us because of Hari. Also I’m going to the Hotel for first time and it is really mind blowing interiors and experience.

From there we had a choice of going to a Movie or to goto Pasha. We choose to goto Pasha and we picked my friends Girl Friends. This time I remembered my mentor and I invited him to Pasha.

My mentor was happy about my comeback and he enjoyed his drink and dance. For some reason floor was closed by 12 o clock and we went for dinner and while dropping those girls I crashed my car while taking reverse.

Morning work-up only hearing the yelling of my mom. Thank god I’ve a supportive sister who came to my rescue. I promised to take her to her Idol Vijay’s movie. Thank god she had some other commitment.

I got a call from one of the friend whom I met yesterday to join them for a house party. I went to his posh bungalow in Thambaram. This time most of them people networked are Compire, Serial Directors & actors. They were all drunk and I was unable to catch-up with them. Over all I didn’t enjoy the evening.

Then from there we went to watch the movie which I promised to take my sister and you can see the review I posted for Vetaikaran.

I must thank my position as CEO of Software Company which startles when I get introduced. People immediately befriend me and call me next day asking if there is any vacancy for their friend / relative.

Over all I enjoyed the party and networking. Now it is time to start forth coming week with a bang.