"Pete Eldredge" <phixr@concentric.net>: Fw: Only you REALLY

Thomas Cagle (nh-adapt@juno.com)
Fri, 21 Aug 1998 19:07:54 -0400


I just got this. As you may recall, Anderson consulting is Terry Morton's
"consultants" of choice. Many of you may recall that Terry hired Anderson
to
"re-orginize" Health & Human Services Department. This story could not
happen............or could it? Please pass it along. Would like it to get
to
as many DHHS folks as we can. Would love for Terry to get it.......I'll
fax
it to him to make sure he does.
Pete

-----Original Message-----
From:
To:Pete Eldredge< phixr@concentric.net>
Date: Friday, August 21, 1998 1:36 PM
Subject: Fwd: Only you REALLY know your process!


>Pete,
>
>A "source" of mine in NH State Government (you don't know them) sent
this
>to me....
>
>PRICELESS!
>Remove all my identifiers before sending it on.  Encourage all your list
to
>send it near and around Terry.
>jack
>
>>>ONLY YOU KNOW YOUR PROCESS!
>>>
>>>While dining with some clients last week, I noticed a spoon in the
shirt
>pocket of our waiter as he handed us the menus. It seemed a little odd,
but
>I dismissed it as a random thing. But when our busboy came with water &
>tableware; he, too, sported a spoon in his breast-pocket. I looked
around
>the room and discovered that all the waiters, waitresses, busboys, etc.
had
>spoons in their pockets. When our waiter returned to take our order, I
just
>had to ask, "Why the spoons?"
>>>
>>>"Well," he explained, "our parent company recently hired some nicely
>dressed Andersen Consulting efficiency experts to review all our
>procedures, and after months of statistical analyses, they concluded
that
>our patrons drop spoons on the floor at a frequency of 3 spoons per hour
>per workstation. By preparing all our workers for this contingency in
>advance, we can cut our trips to the kitchen down and save nearly 1.5
extra
>man hours per shift."
>>>
>>>Just as he concluded, a "ch-ching" came from the table behind him, and
he
>quickly replaced a fallen spoon with the one from his pocket. "I'll grab
>another spoon the next time I'm in the kitchen instead of making a
special
>trip," he proudly explained.  Anderson suggested this was the way to
truly
>improve the way we do business, or as the man in the suit said... a
process
>improvement."
>>>
>>>I was impressed. "Thanks. I had to ask."
>>>
>>>"No problem," he answered.
>>>
>>>Then as he continued to take our orders, I spotted a thin, black
thread
>protruding from his fly. Again, I dismissed it; yet I had to scan the
room
>and, sure enough, there were other waiters & busboys with strings
hanging
>out of their trousers. My curiosity overrode discretion at this point,
so
>before he could leave I had to ask. "Excuse me, but...uh...why, or
>what...about that string?"
>>>
>>>"Oh, yeah," he began in a quieter tone. "Not many people are that
>observant. This is another process improvement.  That same efficiency
group
>found we could save time in the Men's room, too."
>>>
>>>"How's that?" I asked.
>>>
>>>"You see, by tying a string to the end of our, eh, selves, we can pull
it
>out at the urinals literally hands-free and thereby eliminate the need
to
>wash our hands, cutting time spent in the restroom by over 93%!"
>>>
>>>"Oh, that makes sense," I said, but then thinking thru the real
process,
>I asked, "Hey, wait-a-minute. If the string helps you pull it out,
>>>how do you get it back in?"
>>>
>>>"Well," he whispered, "I'm not sure if Anderson really understand's
our
>business, but they insisted that we could have one process improvement
>"leverage" the other, so they suggested we use our spoons."
>>>
>>>
>


--------- End forwarded message ----------