Joe's Jottings
Jottings Number 62, Reply D, by Bryce Kearey and David Hegarty
Date: Wed, 9 Oct 96 08:32:38 -0700
I tend to look upon cost cutting as a personal challenge to get my
thinking straight and to present it in the form of a recommendation.
This would contain objectives, the alternatives I've considered
including the "Do Nothing" one, the balanced choice including risks
and an invitation to change or add factors. I can't recall being
refused, although I have had to modify plans, to include elements of
which I was previously unaware.
Mark displays a lofty remoteness from the situations experienced by
many people. No doubt he has his reasons. I don't understand how National
Semiconductor got in on this discussion. I thought this was a family bun
fight. (Comment from Joe: The Jottings go to over 400 people, about 20 of
whom are outside HP.)
Russell expresses some important points more eloquently than I was
able to do. That's why I created the Rational Practice matrix which I
would be happy to send to anyone who is interested. I was particularly
in agreement with his thoughts about understanding "why?" we are where we
are.
Finally, the attached Table, extracted from the Computer Systems
Group, Service and Sales World-wide telephone directories of the
1970's, although a bit dated, helps to focus on who the customer is. I
keep a copy in front of me, in case I forget!
Best regards,
Bryce Kearey, UK Customer Support.
----------------------------------
ELEVEN COMMANDMENTS
A CUSTOMER is the most important person in any business.
A CUSTOMER is not dependent on us - we are dependent on him.
A CUSTOMER is not an interruption of our work - he is the purpose for
it.
A CUSTOMER does us a favour when he calls - we are not doing him a
favour by serving him.
A CUSTOMER is a part of our business - not an outsider.
A CUSTOMER is not a cold statistic - he is a flesh and blood human
being with feelings and emotions like our own.
A CUSTOMER is not someone to argue or match wits with.
A CUSTOMER is a person who brings us his wants - it is our job to fill
those wants.
A CUSTOMER is deserving of the most courteous and attentive treatment
we can give him.
A CUSTOMER is the fellow that makes it possible to pay your salary -
whether you are a truck driver, plant employee, office
employee, salesman or manager.
A CUSTOMER is the lifeblood of this and every other business.
*********************
I disagree that complacency is a product of some kind of personal
entropy. Maybe it is overly optimistic of me, but I have a far more
positive view of humanity.
I would propose that people, rather than seeking the lowest possible
energy state, seek to optimise their emotional return-on-investment.
And complacency is a short-sighted failure to recognise the need to
reinvest emotional profits. Though I hasten to add that this is not
meant to belittle the importance of enjoying the emotional dividends
of success. The two are not mutually exclusive.
Motivation to advance or change is achieved by providing both a carrot
and a stick, so that people can define their challenge in terms of
what they are working towards (the emotional dividends), or working to
escape (the "burning platform").
Productivity and effectiveness are achieved by tailoring the amount of
carrot and stick to match each individual's emotional metrics.
Responsibility is achieved by telling people the truth and allowing
them to act appropriately. With clear, well-understood motivations,
people can be trusted to make the correct decisions.
Best regards,
David Hegarty
TelNet 778-3674 (Boblingen, Germany)
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