Next time you hear your management or someone else question the value of Product Management, consider the following statistic. According to Elke den Ouden in her thesis at the Technical University of Eindhoven in the South of Netherlands, half of all malfunctioning products that are returned to stores by consumers work just fine, and such product complaints and returns are often caused by poor design. In fact, the average consumer in the United States will struggle for 20 minutes to get a device working, before giving up (and likely returning the product.)
Den Ouden found that most of the flaws found their origin in the first phase of the design process: product definition.
Imagine what some Product Management Best Practices could do for these companies in terms of savings on support and return costs.