For the people ofHewlett-Packard March-April 1993

Clearing the way for results WlIU1er takes all Fixing HP's bwnpy order-fulfillment system is a high priority for 1993. Helping the future along HP scholarships help encourage students to continue their education. The pioneers from Beijing Pa9·14 10 One Colorado division makes history with its Chinese partners. Can lIP still lead? 12 A former HP employee and Baldrige winner gives HP some advice. From legend to legendary 14 HP's accomplishments in Malaysia have gro impressively since 1972. I am no different; I am a human being 19 How one employee feels about attacks on foreigners in Germany. How well do you know MEASURE history? 20 A puzzling Question in recognition of MEASURE's 30th birthday. One whale of an idea 22 Charles Tung's simple solution revolutionized printing technology. Your turn 25 MEASURE readers share their views on matters of importance. Letter from Lew Platt 26 HP's president and CEO talks about recapturing the HP way spirit. ExtraMEASURE 28 News from around the HP world.

MEASURE

I,- I .,-~ .. .. ,.' l' Art Director: Associate editors: Graphic designer: CirCUlation: , ." t.' '., :.. " Editor: /. , • 1 \~ r '. Jo' Jay Coleman' Annette Vatovijz Cornelio Bayley Thomas J, Brown Trlcia Neal Chan Belty Gerard' \ ,:_~ " ~ " j I,: MEASURE Is published six times a year for employees and associates of Hewlett-Packard Company, It Is produced by Corporate Communications. Employee Communications Deportment. Mary Anne I , .. , Easley, manager Address correspondence to MEASURE Hewlett-Packard Company. 208R, POBox 10301, Palo Alto. California 94304·1181 USA The telephone number is (415) 857-4144, ( \ r, I "Copyright 1993 by Hewlett-Packard Company. Material may be reprinted with permission l~9J'"It; ( : 'Memtler.lnternational Association of Business Communicators (IABC). . • -11'" .. ,.­ Hewlett-Packard Company Is an International manUfacturer of measurement and computotion products and systems recognized for excellence in quality and support, HP employs 93.100 people ~ worldwide and hod revenue ot $16 4 billion in its 1992 tiscal year Pa9·3O *MEASlJRE magazine is pmted on recycled poper

2 MEASURE By Ja.y Colerrw Jl It was a cold, blustery day in Pforzheim, Gennany, last December \-v'hen John Kenny visited Seit.z-a long-time and loyal HP Cllstomer. The Seit.z general manager opened the meeting by writing three letters on a blackboard: E-N-D. "This describes Hewlett-Packard for me," the Seitz G.M. said. "E is for exc:ellent products. N is for nice people. And 0 is for difficult to do business with." Na one laughed. In fact, John, Computer Systems Organization order-fulfillment Winner

program manager, and his HP team first talks with HP (directly or indi­ As lIP President and CEO Lew Platt were stunned. Here was a valuable rectly) about specific products and wrote in his January-February 1993 customer giving HP some valuab e-­ ends when the customer receives MEASURE letter, "...our competitors and painful-feedback And the those products and pays the invoice. are using our failures in this area to customer was right. There are dozens of things that can position themselves as 'easier to do It's the 1990s and the rules have go wrong along the path to successful business with' than HP." changed. High~uality, reliable, order fulfillment-and HP statistics In simple terms, there are two competitive products are minimum show that they often do. Many paths that customers can travel to buy requirements. Customer expectations problems are relatively minor-late HP products: increase every day. HP must deliver deliveries, missing pieces, bad docu­ (1) The simpler path is the one products to customers on time and mentation, etc. But others are more leading to the dealer channel. For defect-free every time. It's a challenge serious and time-consuming to fix. All example, a customer wants an HP all companies face today. Companies told, order-fulfillment "rework" costs LaserJet printer. She goes to her local that satisfy customers best will have lIP several hundred million dollars computer store, fmds the product clear advantages. per year. on the shelf and leaves the store HP calls this process order fulfill­ That explains why order fulfillment with the printer in hand. Another ment-that is, the whole chain of is one of only two companywide happy customer. events that begins when a customer Hoshin (breakthrough) goals for 1993.

4 MEASURE Yet, that road has its bumps. If the products sold by HP's direct sales force Later this year HP will begin using HP LaserJet printer isn't available­ -from instruments and computer sys­ a new system called Conquest to and won't be for four weeks-the tems to medical and analytical gem'. speed the task of preparing complex experience can test the fidelity of It's an intricate process. Sales reps system quotations and configurations. even the most loyal HP customers. have to deal with the thousands of If the customer doesn't like HP's What's more, much of the fulfillment HP products, features and support quote-because of the price, the turn­ process happens between HP and the options available. And they have to around time or some other factor­ dealer-invisible to the customer­ be able to get customers to articulate the two parties begin negotiations. If and that can be complicated, too. exactly what they really need. HP can't fully satisfy the customer's (2) The second path-the focus of This fIrst step takes place in an envi­ expectations, HP may lose the sale. If this story-is more challenging. This ronment of mushrooming technology the customer accepts the quote, he or trip usually begins with a meeting and a complex HP product-number­ she gives HP an order. Again, depend­ between an HP sales rep and a custo­ ing system. While simpler orders can ing on the complexity of the order, mer. It typically involves the range of result in a price quote in a matter of it can take HP's internal order-entry 30 minutes, it may take several days process several days to record to produce a quote fOT more complex the transaction. systems configurations. If anything should happen to go wrong at this point-mistakes made

Macch-ApriI1993 5 Winner

in writing the order, errors in entering things like weather delays, interna­ documents there? Was it packed the order, customers who change tional customs snags, etc. correctly to avoid damage? Was the their order after it's entered, etc.-the Ifall of these steps haven't hap­ equipment installed properly? transaction has to be repeated. pened on time, customers may lose Ifeverything's in order, HP proba­ HP's order-entry system then trans­ their patience and escalate the issue bly has a happy customer-perhaps mits the orders to the factory, or to a within HP. Eventually they may can­ for life, Any mistake may mean that number of factories, depending again cel the order. the customer loses confidence in on the order's complexity. Ideally, the While some shipments go directly HP. Or-worst of all-customers order should move smoothly down to customers, most arrive at a con­ decide that they might want to try the road. But if the factory doesn't solidation point. This often is a third­ someone else. have enough custom computer chips party logistics company that receives, Of course, many of HP's competi­ due to a worldwide shortage; a con­ packages and distributes the complete tors are facing similar-sometimes veyor belt breaks and halts produc­ order the way the customer requested worse-problems in fulfilling cus­ tion; a snowstorm shuts down the it. lIP must ensure that the logistics tomer orders. Who has the best plant for two days-and these things company gets the right information products, technology and processes do happen-the transaction can every time. When the product ships, will determine who wins the order­ be delayed. HP generates and sends an invoice to fulfillment game. Once the factories ship their prod­ the customer. Whatever happened to Seitz, the ucts, the shipments could run into Upon receiving their orders from German company? It's still a loyal, transpOltation delays, especially ifthe HP, customers attempt to reconcile multimillion-dollar customer, John shipments go out on a Friday, the end the order with the packing material to Kenny says, who's encouraging HP ofthe month or the end of the quarter determine: Did the products arrive to improve its processes. Those when shipments are heaviest. And when HP said they would? Is the improvements could translate into that roadblock doesn't even include order complete? Does the equipment a lot more business. work as it should? Are all the right

6 MEASURE Obviously, despite problems with • A worldwide measurement system and meet all commitments. Sales HP's order-fulfillment process, the called QUODEM (QUality in Order people have to interpret customer company does a lot of things well. HP and DElivery Management) tens needs precisely and set appropriate did record $16 billion in revenue in HP how long it takes the company delivery expectations. Sales adminis­ 1992. Great products, however, aren't to complete the order cycle and how tration must enter orders con·ectly. so great if they're late, incomplete, accurate the delivery is. The ambi­ People in logistics need to promote have confusing documentation, etc. tious HP objective is to improve the cross-functional integration. To address HP's order-fulfillment order-fulfillment process tenfold So what does this all mean to HP problems, the company has taken a by the end of fiscal year 1997. employees? Look at the illustration on number of steps: According to Lew Platt, these pages. All employees probably • An order fulfillment steering re-engineering several HP processes can see some pmt of their work that committee-launched under the is a key to improving the company's they can improve. In short, customer direction of HP's Management Cotmcil order-fulfillment system: R&D needs satisfaction is every HP employ­ -is developing companywide tools to to design simpler products with fewer ee's responsibility. M support the efforts of order-fulfillment options. Marketing must forecast managers within each major HP busi­ customer demands more accurately ness organization. and provide clear guidance when HP • In 1992 HP created Eagle-a world­ develops its products. Manufacturing wide campaign to reach virtually needs to plan production schedules defect-free delivery of orders to cus­ accurately, shorten production times tomers (May-June 1992 MEASURE).

IllUSTRAllON BV S",PHEN OSSQRN

March-ApriI1993 7 HP scholarships are a home-grown effort by U.S. employees to encourage other employees' kids to continue their HP scholarship recipient Gaitan Truong and his mother, Yvonne, visit Son Jose State education, University where he graduated last spring. He's now embarking on a Joumallsm career. Helping the By Betty Gerard including skipping fourth grade. But respond with increasing generosity­ he says, "Getting adjusted here took probably reflecting their knowledge For Gaetan Martin Truong Vinh Gia, years. It's never easy to be trans­ that the cost of a college education receiving an HP scholarship in 1987 ported from one culture to another." continues to rise. was "a real boon-pointing me in the Since his mother worked at the Year after year, about 30 percent right direction." Santa Clara Division, he was eligible of all U.S. employees contribute. Not His mother, Yvonne Truong, and to apply for an HP scholarship in surprisingly, site coordinators are five of her six sons had fled Saigon 1987. The $1,500 stipend paid for his sometimes the grateful parents of in 1975 and were one of the first first year at San Jose State University, past recipients. Vietnamese refugee families to settle including books. But even more, he HP people continue to fuel in Northern California. Their heritage says, "Getting the scholarship con­ the home-grown scholarship pro­ included a great-great grandfather, vinced me I was on the right path." gram themselves. The number of Petrus Truong Vinh Ky, who was Gaetan is one of some 5,500 young $1,500 scholarships awarded each a revered literary figure in his people who have been recipients of year is detennined primarily by what country and a linguist who spoke HP scholarships-a tradition since employees give; the company adds 24 languages. 1952 (see page 9) that has grown another $35,000. Since HP pays for While 5-year-old Gaetan Truong steadily with little fanfare. Each administrative overhead, every dollar knew no English on arrival, he soon spring a low-key fund-raising drive is contributed by employees-$621,862 spoke his new language perfectly. He held at all U.s. sites. HP employees in 1992-goes directly to students. began a series of successes in school, That meant 495 scholarships could be

8 MEASURE given in 1992. (The 1993 campaign was still under way at press time.) Unlike most college scholarships available to high school seniors, finan­ cial need isn't the main determinant of eligibility for an HP scholarship. An applicant's need is one of the criteria taken into consideration by outside interview committees-but so are grades, school activities and volun­ teering in the community. Getting an HP scholarship is recognition for a well-rounded high-school career. Bernice Mitchell, one of the com­ munity leaders who serves on the San Francisco Bay Area interview commit­ tee, has been talking with applicants for 15 years. She fmds them "extra­ ordinarily bright, enthusiastic and capable youngsters." But each year there are more deserving applicants than available scholarship monies can cover. She says, "Each of us has our own criteria in making recommendations. IfI had to choose just one quality, it would be some sign of promise-ability and the willingness to work." SimilaJ: interview committees meet employee, was an honor student at a they are doing now. A number have around the country. Their recommen­ high school for the deaf when she joined HP, often working in summer dations and ranking of applicants go applied for a scholarship. Her parents, jobs first and later as employees, and to the fund's board of trustees for the both deaf and college graduates them­ MEASURE caught up with some of final selection. In 1992, 70 percent of selves, encouraged her to excel. them. Each remembered warmly the the 706 applicants received scholar­ In her scholarship application, morale boost and easing of fmancial ships. And the number applying goes Colleen wrote, "Deafness has taught strain that carne with receiving an up each year. me...to show people that deafness HP scholarship. Like Gaetan, other recipients have is not a disability unless you treat it For Debbie Lindelof of the Rolling overcome special hurdles. Patrick as one, just a challenge to overcome." Meadows, llIinois, sales office, the Dehkordi's family had to leave a war­ A star athlete in many sports, she also HP scholarship paid for a whole tom Iran. Mter the death of his par­ served as a counselor aide to younger semester's room and bOaJ:d at North­ ents, he was adopted at age 13 by Jay deaf students to motivate them to do ern Illinois University. "It did make a Dehkordi of HP's Communications well in school. She is using her HP difference," she says. Components Division in San Jose, scholarship at the Rochester Institute In return, Debbie gives to the California. Getting an HP scholarship of Technology in New York state. HP Scholarship Fund each year. meant Patrick could help out with the There is no master log of those She says, "Because I benefited, expense of attending a university. thousands of HP scholarship recipi­ it's my responsibility to help the Colleen Cummins, whose father, ents over the decades: how many future along." M Jim, is a Santa Clara Division completed their degrees, and what

March-April 1993 9 The Colorado Springs Division makes history by transferring a product line to China China Hewlett-Packard engineers Qin Zhou (left) and Qun Tu (right) work with with the help of Colorado Springs Division engineer Mike Fluegge on the transfer of tt1e product line. The pioneers from Beijing By Gregg Piburn COLORADO SPRINGS, Colorado--­ tion soon. The efforts of Qun and "Pikes Peak or Bust" was written on Qin represent a major step in that the covered wagons of many 19th­ direction. centmy American pioneers seeking For the first time, CHP will have their fortunes in gold. full engineering responsibility for a At the dawning of the 21st century, product line. "1 am very excited about two Chinese pioneers find themselves this project," says Qun, a senior engi­ at the base of the 14,OOO-foot moun­ neer. "1 have worked for HP for 11 tain mining for a high-technology vein years and this is the first time I have of gold. been able to do real R&D on a real Qun Tu and Qin Zhou anived at software product. This is a good HP's Colorado Springs Division (COL) opportunity for me and for CHP." in January to begin a three- to six­ Two years ago, a couple of CHP month stint leaming the intricacies of engineers modified COL oscilloscopes the company's Advanced Cross Lan­ to meet Chinese requirements. That guage System (AxLS) product line. was the start of the relationship Qun and Qin are engineers at China between the two HP entities in R&D. Hewlett-Packard (CHP) in Beijing. (CHP started the project with COL in Colorado territory became a state 1987.) In December 1991,-CHP R&D in 1876 and CHP, which opened in prognun manager Xiaofei Ma traveled 1985 and employs about 400 people, to Colorado Springs in search of more hopes to start its own proprietary work for his engineers. research and manufacturing opera­ Tom Kraemer was one of the R&D managers Xiaofei visited. "I scheduled

10 MEASURE a meeting with him," Torn says, "but only as a courtesy. We had a fascinat­ ing discussion and discovered our needs meshed." COL had downsized and refocused its engineering efforts. Only one engineer was left on the product line. "Xiaofei said CHP had computer­ science expertise and they wanted more ownership for a product, not just pieces of products here and there," Torn recalls. AxLS is the C programming lan­ guage product line used by COL's HP 64700 emulation instruments to develop the software for embedded systems in everything from Nintendo games to Patriot missiles. With better penetration into the CHP R&D program manager Xlaotei Ma (right) first met COL R&D Manager Tom Kraemer Chinese market, Tom expects sales of during a trip to Colorado Springs in 1991 to look for more work tor his engineers. the product line to more than double after the initial learning period. "And Late last. summer the CHP board general, according to Torn, the U.S. COL products that work with AxLS of directors met at the COL site and government restricts companies from will benefit by having access to ClIP E'ndorsed the plan. exporting advanced instruments while engineering talent." "My greatest hope," says Xiaofei, the Chinese government doesn't want This product-line handoff wasn't who spent six years at the Cniversity to import low-tech products. The AxLS consummated by a simple, friendly of Michigan earning master's and doc­ product line falls into an approved handshake between Xiaofei and Tom. tor's degrees in electrical engineering, middle category. The political bottom It took about 13 months to go through "is that CHP will make more of a con­ line: "We need a stable relationship all the corporate and governmental tribution to the company because of between the two governments," hoops to get Qun and Qin sitting at this project. Eventually, we want to says Xiaofei. Colorado workbenches. have our own products developed and But despite all the technology and Xiaofei and Tom spent a couple of manufactured in China." regulations involved, the success of months developing a business model. Kip emphasizes that customers are the project still boils down to the In April 1992, Shouqin Ren, CHP's calling for the product. "Because of human element. deputy general manager, came to CHP, we won't have to tell them we're "The most important factor in this Colorado Springs to discuss business giving the product up," he says. "This transfer is not related to technology," arrangements. is not a reject. It is a state-of-the-art, Xiaofei says. "Everyone involved will Three months later Tom and Kip top-flight product line. It is important have to establish a personal network Stewart, the AxLS project manager, for HP that CHP is taking full owner­ with people at the other site." visited Beijing to finalize financial and ship of that." Just think of it as high-tech trail­ technical plans. "We started to estab­ That ownership also could include blazing-something the folks in lish some credibility and rapport marketing of the product line in the Colorado Springs and Beijing are between the two labs," says Kip. "We future, Xiaofci notes. getting better at every day. M began to understand they could do the Some complex international job and they started to understand we accounting and legal issues had to (G1"egg Pibu-rn is a Colorado-bosed were serious about the possibilities." be worked out before Qin and Qun fme-lance writer and public speaker. could come to work on the project. In -Edilor)

March-ApriI1993 11 A former HP employee I was really pleased to be asked to To be ready for the future chal­ write an article for MEASURE. A lenges and opportunities, the lIP way and Baldrige Award number of my friends still work at needs to be updated with a very pro­ winner gives some tips HP and I still feel great loyalty to the nounced emphasis on people, skills on how to improve HR HP team. In the spirtt of continuous training and knowledge development. improvement and change, I would like The HP way also needs to direct to share my "big-picture" ideas about attention to individual and team job By Bruce Woolpert enhancing HP's working environment responsibility for continuous improve­ in preparation for the growing com­ ment. Finally, the updated HP way petition that your company will face. needs to emphasize each person's In keeping ",ith the tradition of not responsibility for focused attention just raising issues or problems, but on internal and external customer also offering suggestions, I'll try to do satisfaction. both in this article. Here's what I think An organization chart turned HP needs to do to be ready for the upside dO\VIl-putting the cus­ highly competitive future: tomer in the driver's seat. While Regain "UP way" leadership. customer satisfaction has always been When I joined HP in 1976 after gradu­ important to HP, it seems that an ating from Stanford Business School, increasing number of decisions OO'C the HP way was a celebrated model made for the company's benefit for Amelican business success. The rather than to build customer loyalty. HP way described what was expected As HP's organization grew "thicker," of HP people and what people could with more management layers in expect from the company. These ideas the mid-1980s, HP people understand­ are extremely powerful and surely are ably tumed more attention to making the single most important factor in all those new management layers HP's past growth and success. happy and devoted less time to cus­ Bill Hewlett and Dave Packard tomer needs. were ahead of their time in estab­ Energies are not cOlTectly directed! lishing a set of expectations which HP needs to get closer to the cus­ inspired business success. However, tomer. For example, phone oold mail with the passage of time, the HP way customer surveys of all prospective has lost some of its "cutting-edge" product users could measure HP's leadership advantage. Some other real advantages over competitors. businesses, challenged by BP'g exam­ A formal customer suggestion! ple in the early '70s, have caught up complaint follow-up system could and are starting to oveltake HP with track and identify product ideas/ organizational ideas more tuned to opportunities and problems from the highly competitive environment the customer to the factOl}'. And of the late 1990s. a "money-back guarantee if not

12 MEASURE to grab HP's business. Working harder and doing more for customers at lower cost isn't ajob reserved for only a few people at HP; it must be everyone's job. All HP people must dedicate themselves to improving job performance and implementing better ways to get work done. If you aren't improving your job performance by 15 to 30 percent per year, you aren't supporting your com­ pany's future. Here's why: the person who holds your job at a competing business has likely made this commit­ ment, possibly in response to that company's "downsiZing" or its drive to be more cost competitive. No area is exempt from the risk of being Turn the organization chart upside down and put customers at the top, says Bruce eclipsed by a competitor who wants Woolpert, who heads the customer-obsessed Granite Rock Company. to claim BP's business. HP is today one of America's best­ completely satisfied for any reason diffused and confused, finger pointing managed companies, making some of with a product and service" is the increased and bad-news feedback was the world's best products. I'm writing minimum for tOday's future-directed, less welcome. this article on an HP Vectra personal customer-focused organizations. Top managers are needed for much computer and will print it on an HP When a business has intimate different work than "controlling" the LaserJet printer. Our business oper­ knowledge of customer needs and work of others. Encouraging and ates using HP 3000 family of comput­ gives them highest priority, resources supporting rapid change and improve­ ers, and HP terminals and printers. are directed to the things that truly ment, setting clear goals and objec­ I hope that this article will help matter. Overhead costs go down, tives for others to implement, getting stimulate a new round of thinking advertising and promotion is better out of the way so others can try new about BP's future and what can be directed, and customer loyalty and things and "put their necks on the done to strengthen its likelihood of market share go up. line," and recognizing people when future success. The backbone of every Give more authority to individ­ they do an outstanding job or learn successful business is the desire for uals and teams. When I joined the something from failure are important change and improvement. M company in '76, I had more independ­ jobs that need to be done more con­ ence Qob-ownership responsibility sistently by HP managers. (Bruce Woolpertjoined Hewlett­ and authority) to do my job than I did Leadership results needed Packard's San Diego Division in when I left in 1985. It seems to me in every area-innovation not 1976. In late 1985, when his parents that some of the new levels of man­ limited to R&D. HP has a strong his­ decided to retire, he left HP to join agement had little idea of where they tory of success, But now, too many his family's 93-year-old construction­ should devote their energies, so they HP people think that other businesses materials business, Granite Rock started to simply "control" things that fail, not theirs. HP needs a greater Company, based in WatsonviUe, were already getting done. Bureau­ and healthierfear of losing to com­ California. Today, the company is cracy grew and the whole company petitors. Let there be no doubt in your an important HP customer and a became slower to implement change. mind, HP competitors want every dol­ recent winner ojthe prestigious Responsibility started to become lar of HP's business and are working Malcolm Baldrige National Quality even while you're reading this article Award.-Editor)

March-April 1993 13 From legend to legendary Legend has it that while visiting Penang, HP co-founder Bill Hewlett was so impressed with a waitress' ability to use an HP scientific c;llcula­ tor that he agreed that that city was the right place to open a manufac­ turing site. That was 1972, and two decades later HP's accomplislunents in Malaysia have reached legendary proportions. The manufacturing site began with 60 employees--35 of whom still work for HP-making high-

14 MEASl:RE

Malaysia below Teresa Goh, an HP produc­ tion supervisor, reviews the tresh produce at the "wet market" on Cecil Street. You can buy a chicken and have It killed and plucked while you walt.

above Salmian Haroon, an inspector in the quality department in Penang, examines an LED burn-in station. She wears the traditional Moslem head cov­ ering called a "tudung."

tar left Yoke Theng Chow, a soft­ ware application specialist, lights joss (Incense) sticks­ an offering to the dead or spirits-on the tirst day of the 12th month 0' the Chinese calendar.

lett Moslem men in Kuala Lumpur, including Dzulkifli Abdul Rahman, Finance and Administration managerI Personnel manager, wash their teet at the National Mosque before entering. The men go there every Friday to pray.

16 MEASURE What's for dinner? Shaik Omar Anuar, marketing development manager for HP's Computer Systems Organization in Kuala Lumpur, checks out the selection of fresh squid at a hawker stand on his way home from work. right Peter Doss Sandam, produc­ tion operator, operates a molding machine used to make dIodes at HP's plant in Penang. t HP Malaysia provides a prayer room and cubicles for Moslem women to store their robes and prayer rugs at the plant in Penang.

March-April 1993 17 Malaysia

Malaysia's diversity is a rich blend of colorful cultures­ primarily Malay, Chinese and Indian. Irene Indirani, a sec­ retary, inspects some of the choices of beautiful Indian sari cloth.

Q II I ' HP Malaysia engineers Ah Caryn Chay (left) and Chin Yoong Sim (left) and Eng Siew Ching prepare for a Su Tay are fierce competitors customer presentation in the in the game of badminton, PC center in Kuala Lumpur. Malaysia's national sport.

18 MEASCRE I am no different; I am a human being By Ahmet Ozkan-von Au Gennany. But this picture of Gennany is a rather distorted one. Spreading BOBLINGEN, Gennany-My name stlings of lights allover Germany, is Ahmet Ozkan-von Au and I am 24 people have turned out in the mil­ years old. I came to Germany three lions to counter xenophobia and years ago from the Turkish part of to express solidarity with their for­ Cyprus, an island in the Eastern eign neighbors. Mediterranean. I have never experienced any anti­ After intensively studying the foreign sentiment at HP. I am very Gennan language for five months, happy here. My colleagues accept me I landed my first job with HP in the way I am-as a human being. M Peripherals Distribution Europe, in Boblingen. (MEASURE thanks Michaela Arnold, I have el\ioyed life in my adopted HP Germa.ny internal com'ffmni­ country, even while xenophobia- cator, and Mary Wp-ed, maruLger of a fear or hatred of strangers or for­ executive and inte1'rw.l communica­ eigners-has risen. I'm not wonied Nons for HP in Europe, for their about the increasingly aggressive assistance with this article.-Editor) attitude toward foreigners. However, when I married a German, I chose my wife's surname to spare any possible prejudice, especially for our children. Attacks on foreigners have domi­ For the record nated the media in recent months. Here are excerpts fmm a state­ in the Federal Republic. For years, And it saddens me to watch those ment that HP Gennany issued in teams in all functional areas of HP attacks on television. I cannot under­ December 1992. It was signed by Gennany have known that the suc­ stand how such events can take place Eberhard Knoblauch, managing cess of the company is also based in a country as highly developed director of HP Gennany, and Ulrich on their foreign co-workers. We as Germany. Oechsle, chainnan of the country's appreciate their work and their The upheaVals in the former East (It l' mf1 U' cultural contributions. Gennany, combined with economic Ii "We rely on our employees difficulties and rising unemployment, .in each other as good coI­ which already has reached 13.5 n mind I d 'i h- percent, all have helped provide the rt'JllidiC1I'S I"Pganllesli~nr Ir breeding grolll1d for perverted nation­ alism. According to radicals, anything different or unfamiliar is a threat and should be rejected. Public attention has focused on small groups of right-wing radicals who direct attacks at foreigners, thus giving a hideous impression of

March-ApriI1993 19 How well do you know

Across 99. Canon is one 6. 5 across street 84. Alphabet run 1. Global service org. 101. Edge 7. Precipitation 86. Preposition 5. Where it all began 103. Spheres 8. Astonished 87. '72 off-the-Wall trip 11. __, alt, delete 105. COlVallis mascots 9. Style 90. _ and behold 14. 12-step prog. (abbr.) 106. Irish father 10. What employees get 91. Bright ideas, '70 15. Kuala 107. WAN's predecessor 12. HP 9480 94. Afternoon 19. IIammars~oJd 108. be or not be 13. U.K. sales Jocation 95. Rocky's greeting 20. Irish actor 110. Einstein's nickname? 16. Melbourne airport 98. Atlantic sales org. 23. Fisc:. 111. Oscillator control 17. Corporate objective 100. Bonn device 24. Therefore 112. 30-year-old 18. Automaton 102. up (increase) 25. rama 117. Product partners 21. Int. sys. 104. Japanese movie 26. Continent 118. Sys. eng. 22. Not a PC 105. Coin-toss loser 27. Long poem 119. British prep school 23. How YHP gets paid 108. Make lace 30. First non-FS. manufac­ 120. Bill & Dave 28. In 1. freq. 109. AI Gore's concern turing site 122. Gear teeth 29. Oarsmen 111. Father 32. Dave's home 1969-71 123. Note 31. T-shirt sz. 112. High-frequency radio 33. Bit 125. Preposition 34. Rpt. at end of fisc. yr. signal 35. MEASURE price 126. Dist. org. 37. Enemy fire 113. 10th month of HP year 36. Kermit's family 127. Computer VOs 38. Roseville products code 114. Element of HP way 38. Roman fiddler 129. Terman disciple 39. Adam 115. HPSA headquarters 39. Heart attack (abbr.) 131. Audio organ 41. __ league (Swiss) 40.200A 132. Common HP degree 42. Roarer 116. Girl's name 44. Fourth president 133. Lively 43. ha (Hawaiian 121. Interex members 49. Lab vessel 135. N. Cal. site greeting) 124. Surg. theater 51. Charged atom 136. Before MEASURE 45. Jay Coleman 125. Info. tech. 52. Amin 141. "_ Time Goes By" 46. 3.141592+ 128. __ and Measurement 56. Japanese partner 142. Pride ofVancouver (PI) 47. Company symbol 130. 29 down's tool 59. First lab director 144. Aud. vis. 48. Space shuttle flotsam 134. HP 95LX site 61. Film speed 145. _ once (now) 50. Bar code 137. Eager 63. Product lists in France 146. Royal '83 _ 53. Stereo records 138. Day of wk. 68. Cust. eng. 148. liP 2116A 54. Drug delivery method 139. Scarcity 70. U.S. pre-college test 153. Kind, sort 55. "Live or Die" 140. Improvement process 72. Snooze 155. Talking horses 57. Gangster's gun 143. Revise 73. London district 157. Facts 58. LAN's successor 147. Fast planes 74. Computing strategy 159. Viking god 59. "Yes" in Lyon 149. Bean curd 75. Letter writer '69 161. Same as 145 across 60. Reflected sound 150. Greek letter 78. Rough rock 162. Tierra del __ 62. Idaho-based org. 151. MEASURE feature 79. Theatre sign 164. Greek letter 64. Infonnation code 152. Magnetic __ (PI) 81. Ostrich-like bird 166. Elec. boards 65. Eureka! 154. Endure 82. Signal measurement 167. Mr. lOX 66. Records 156. Links stars 84. Neural-like net. 170. MEASURE rewards 67. Site in view of Alps 158. Taiwan location 85. boom 171. Oriental sauce 69. Timely benefit 160. Dlink and Simpson 88. 0 compound 70. Requirement for scholar 161. At all 89. Coin-toss winner Down 71. Preposition 163. Not (prefix) 92. Chinese Buddha 1. __ speed 76. What an LED does 165. Info. Sys. 93. Work lifestyle 2. HQ state 77. HP..;15 168. Santa's laugh 96.Sufflx 3._fogy 80. Uncooked 169. Bovine 97. Same a.<; 68 across 4. Boring tool 83. Boise board member

20 MEASURE your MEASURE histOry?

l Puzzle answer tn. May-June MEASURE Charles Tung beat out the competition by developing a remark­ able technology that launched HP's LaserJet printer series into "This doesn't make sense," disbelievers told Charles Tung when he explained his the future. idea of improving how images look on paper. One whale of an idea By Melinda Sacks It was a hook about the music made issue. And RET, which became a by whales that originally inspired standard feature on the HP LaserJet Charles Tung and led him to design Series III printer, has won accolades what one manager called ~a bright in PC World, ao;; well as the 19~O Tech­ idea that revolutionized the world." nical Excellence award in the hard­ The Application Specific Integrated ware category ofPC Magazine. Circuit, named RET for resolution "There was a lot of disbelief from enhancement technology, allowed the my peers," Charles smiles. "They HP LaserJet Series III printers to pro­ didn't believe that RET could double duce such high-quality resolution that the resolution of almost any text competitors still haven't matched it. image, even in the final development Approaching his 34th birthday, stages. They said, 'This doesn't make Charles already has been honored in sense. It's like making something EE Times' special 20th anniversary out of nothing.' But I believed it could work and I wanted to deliver it." Since he came to the United States from Taiwan almost 10 years ago, Charles has depended on his ingenuity and determination to reach success. The first obstacle was learning to speak English, which he accom­ plished with the help of many Ameri­ can fliends and lots of practice. Adjusting to the culture was easier. "I find that here is the place 1like most," he says from his Palo Alto, California, office. "I feel that here there is more space and more opportunity." Charles' family moved to the United States because his father, a retired agricultural expert with the United Nations, wanted to gain access to relatives in mainland China. The steve Lee and Charles share ideas on an HP labs project in Charles' office. "Every Tungs were not allowed to visit from time I have an Idea," Charles says, "I can get feedback In a few hours." Taiwan, but once they became United States citizens, they could go to main­ where he designed a tester that he using a 300-dot-per-inch laser printer. land China directly. Since their immi­ says "worked pretty well." As a result, The overlapped color photographs he was offered a job and worked for were breathtaking, Charles remem­ that company for a year. But when bers, but the quality of the printed IBM began downsizing and relocat­ text left much to be desired. "It lilt was race...Uke ing employees to Arizona, Charles was very ragged," he says, "and I a decided to accept an offer from HP thought to myself, maybe I can do trying to catch a train." and move to Boise, Idaho. something about this." "I said 'what the heck, I'll try it,' " Back in the office, Charles began he recalls. "I had a free ticket. It was experimenting with building a proto­ gration here in 1983, they have brought April and Boise is very beautiful in type to see if he could improve the Charles' grandfather to live in the April." One visit was all it took to print quality_He took a piece of paper United States and have visited main­ convince Charles to take the job. and cut templates in it so that he land China several times. Re joined the Printing Systems Group could single out a piece of type, then When the family anived, Charles to work on developing document­ clean it up using the computer to enrolled at San Jose State University description language. But the project retrace the edge of the print. in computer science, a change from was not going well and the product Once he was able to clean up the the physics major he had been pursu­ was failing by the time Charles italic print, he showed it to a few ing at a university in Taiwan. "Ifyou attended a desktop-publishing confer­ managers. "They got very excited," want to accomplish something, it may ence sponsored by Apple Computer Charles says modestly. In fact, some take a lifetime and a whole team," in 1986. It was at that conference that of the first advocates of his develop­ Charles says about the field of physics. he saw the book "Whale Song," which ment were HP directors Walter "Computer science is the most flexi­ gave him the idea that later led to his Hewlett and David Woodley Packard, ble and fascinating. Every time 1 invention of resolution-enhancement who paid Boise a visit and took away have an idea 1 can get feedback in technology. prototypes of their own to play with. a few hours." "Whale Song" was the first book "I wasn't very confident," Charles During school at San Jose State, published by the desktop system, admits. "I wasn't sure the general user Charles took a slunmer job with IBM,

March·April 1993 23 Idea

would notice the difference (in the quality of the print)." But the response from managers and colleagues was enthusiastic. HP managers encour­ aged Charles to fmish his develop­ ment, which was named "Equalizer ASIC." Ifhe could do so quickly enough, it could be included in the Selies III, soon to be released. "It was a race," Charles says. "It was like trying to catch a train. I wanted to meet this window, so there was a lot of pressure and stress." HP needed a new product feature and Charles' resolution-enhancement technology was it. "In my 20 years of experience, this is the premiere example of having a l'eally bright idea that revolutionized Charles, an avid runner, says that developing a new printing technology was a the world," says Russ Mendenhall, race. "I wanted to meet this window, so there was a lot o' pressure and stress." Charles' former manager in Boise. "It provided a very dramatic improve­ says, "We know in our hearts that it "curiosity driven," is currently work­ ment in print quality with current has kept the Series III product line ing on a color laser printer that would printing teclmology for an insignifi­ competitive for a long time." reproduce special effects and top­ cant incremental cost." Once RET was on the market at quality photos and would shortcut It was Charles' ability to "look the end of the '80s, Charles moved "the need to go to Kodak every time around and see the opportunity to put from Boise, where he learned to ski you want a picture." and grew to love the outdoors, to more "I always think of myself as a tool urban Palo Alto, to attend Stanford maker," Charles says, when asked University for a master's degree in what he sees for the future. "The laser computer science, and to work part­ printer is a tool for people to inquire, "I always think of myself time at HP Labs. Now that he has to really see beyond their current as a tool maker. The finished school, he is a full-time stage. Looking ahead, I can't see laser printer is a tool..." employee at HP Labs and has settled what the picture will be. We just try down and bought a house in Cupertino. to deliver the tools people need." Times are a little calmer for Charles Although Charles Tung is himself two and two together," Russ says, that these days, so there are weekends for an inspiration to his colleagues, he led to the new technology's success. skiing, scuba diving and mountain attributes his success to many factors. "Charles is very bright and creative, biking, interests he has developed "I feel mostly lucky," he says. "The He has the ability to step outside his recently and pursues avidly. "I see my biggest reward is going out and seeing area of expertise to solve problems. personality as almost polarized," he this is my baby. I feel like I would He is basically a computer scientist, says. "Sometimes I like to be with my after a ]ongjourney: a song of joy and without training in electrical engineer­ family (his parents live in Southern tired, but satisfied." M ing, but his idea had to be implemented California) or just stay home and read. on hardware." Other times I like to be adventurous (Melinda Sacks is a Palo Alto, Although it's difficult to know how and go traveling or camping." California-based free-lance writer. much a technical innovation like RET But the leisure time is not likely to -Editor) contributes to the bottom line, Russ last. Charles, who describes himself as

24 MEASURE Leading the way but an infinitesimal number of the Recently, I had the privilege of Gennan nation. hosting the managing director of I'd like to commend MEASURE on We need to follow Eberhard and HP's Test and Measurement distribu­ including the article on "New ways to Ulrich's example in dealing with all tor in that country-Mr. Pasha Ali, an work" in the January-February issue. diversity issues in HP. urbane and U.S.-educated business­ With so many other "challenges" in PAUL RUMFORD man-who renewed my familiarity our business envirorunent today, it is Everett, Washington with that part of the world where I reassming that HP is trying to lead once spent two years. I learned that the way into the 1990s with quick, despite periodic monsoon floods, the flexible, productive responses to A product-ive section country has been achieving substan­ employee and customer needs in I really liked the new-products section tial growth and development along work schedules. in the January-February ME."'ASURE. with political stability. Our increasing As writer Betty Gerard mentioned I would like to see it as a regular sales in Bangladesh seem to confirm in the article, we in the San Francisco section. We can all take pride in the that observation. Bay Area are faced with increasingly diversity of HP product offerings, as Though Bangladesh has its prob­ strict air requirements. It is amazing well as give recognition to the impor­ lems, as do all countries, it also has to me that in trying to develop a num­ tance of new products for the future its share of charm and beauty. Every ber of commute alternatives, telecom­ ofHP. country has its good and bad features, muting is so often overlooked. With STEVELUMM but it is simply unfair to compare one today's e-mail and voice-mail systems, Palo Alto, California with another. people really can be at least as pro­ SYCORENSON ductive as if they commuted to work, From cover to cover Palo Alto, California and not cause any envirorunental I want to compliment you on the over­ damage in the process. all nice layout ofMEASURE maga­ KENT SESSIONS zine. I do believe this is the first time San Francisco, California Please send mail in my 18 years with HP that I have Do you have comments about read the magazine from cover to something you've read inMEAS­ A good example cover. I found all the infonnation URE? Send us your thoughts. I read with interest the recent HP very interesting. Ifwe publish your letter, you'll Gennany statement on extremism I hope someday in the near future rrPe JW'E~l''l.!rnE T (see page 19). As a guest in Europe as that the Microwave Instruments Divi­ the Test and Measurement Marketing sion adopts lO-hour days. I personally Center manager from 1988-91, I had would welcome that change. the pleasure to work with many LOLITA SILICANI members of the HP Gennany team. Rohnert Park, California TItrough personal travel, I met many German people outside the HP com­ Unfair comparison munity as well. There is no question The back-cover story in the January­ in my mind that the statement by February MEASURE was interesting Eberhard Knoblauch and Ulrich and heart-warming, but in my view, Oechsle reflects the beliefs and the comparison between Albania and values of HP Germany and of all Bangladesh was both unfortunate and inaccurate. Though it may not have been intended, it was demeaning to the true nature and condition in Bangladesh.

March-April 1993 25 The HP way isn/t dead, says Hpls president and CEO, but it needs renewed emphasis to recapture the special feeling about HP.

(While Lew's letter was adaptedfrom his presentation at the annual HP General Managers' meeting in January, it's an important onefor all HP employees.-Editor)

IS the Tjhn(=~Sing In· mnnl ) p Ie who think that the HP way is either PresIdent and CEO Lew Platt meets with employees at HP's Boise, Idaho, site in January. dead or irrelevant. Lew's message: People will work more effectively when HP reaffirms the HP way. I've had a large number of conver­ sations and communications from part of an hour. And I found an indi­ all of a sudden. And I see two possible HP people around the world who are vidual who was absolutely convinced reasons that there are so many ques­ questioning the HP way. They seem that the HP way is something that left tions about it: to take this transition in management this company when Bill Hewlett and First, I think a lot of our people are from John Young to myself as an Dave Packard left, and that there is having trouble distinguishing between opportunity to re-express either their no relevance whatsoever in the HP core HP values and practices. When concern about the loss of the HP way way today. I talk to people about the HP way, or their feelings that itjust doesn't I was really troubled by that. Well, they often point to some practice matter anymore. And I've had an I'm going to remind you of a few that's changed. Coffee and doughnuts opportunity to actually sit down and things that I hope will encourage you have gone away. "Gee, we do VSI have very long discussions with some to think more about the HP way. (voluntary-severance incentives); we of these people-very painful discus­ First, let's look at our employee didn't used to do VSI in the old days. sions in some cases. survey results. You know, they are We ask people to move. We never had There was a particular individual in really not getting any better, and to do that in the past." These are the San Diego who wrote me a note after we've been talking a couple of years examples that people offer for why my profit-sharing message and said, about how to tum around employee­ the HP way is no longer relevant. "I'm sick and tired of hearing this survey results. I happen to think this I remind you of what the HP way is b.s. about the HP way. It's no longer is probably one ofthe most trouble­ all about. This is the definition of the relevant. I liked your profit-sharing some things in our company today HP way that I like: It simply means message, but when you mentioned the because the view of HP as a good that we believe in people, and we HP way, it turned me off." place to work has been a key differen­ believe people want to do a good job. Well, I decided to give him a call. tiator in our ability to attract and It's still the best definition I've ever We talked on the phone for the better maintain our talented work force. I've thought a lot about why people are having difficulty with the HP way

26 MEASURE found of the HP way. It doesn't say directly from you if I or any member written communication, verbal com­ anything about coffee and doughnuts. of my management team is not living munication, coffee talks they give. It doesn't say anything about never up to the IIP values. Is it balanced? I think somewhere having a VSI. It talks to a core belief. I think we still have a lot of room to between a third and a half of it should And I want to tell you that, as I grow in our coaching of you, the gen­ be positive. After all, this company is visit other companies, I think HP is eral managers. I'm going to make a big doing a pretty good job. We ought to deal out of that with my management be praising our people as well as team. I promise to work on it and will challenging and criticizing them. be looking for some feedback from I think if we can take what's special G.M.s. I think we must re-emphasize, about the HP way and strongly rein­ I think managers need renew and reaffirm the HP way today. force it, we can make this place even to think very hard about It just plain makes sense. We've had more special. And it's my beliefthat what we are doing to a very high-level, general managers' there's a huge reservoir of energy task force invest lots of energy, and that's available to all of us if we can live the HP way .. they've told us we should do it. I think recapture the spirit that we used our people are asking for it. to have. differentiated by this kind of thinking. There's no new magic here. Just a HP people are working very hard I visit many companies where the top time-tested formula that I think we today. But I think we have a lot of management of the company clearly sometimes forget about called the people who are working hard and doesn't share this belief with us. They HP way. And it's acted out in a lot of putting in long hours who would work think the employees are going to rip small ways. Do managers remember more creatively, work more excitedly, them off any time they give them a to say "thanks" for ajob well done? work with a higher degree of energy if chance. You know the companies that It's an incredibly powerful word. Do we could recapture that very special I'm talking about as well as I do. Our they really listen? Arc they open to feeling about HP. thinking about employees is a dif­ honest feedback? Are the challenges I'm confident that ifwe do a few ferentiator. So, I think we need to and criticisms that they communicate relatively simple things, we can reaffirm it. achieve excellent results and end Secondly, and even more impor­ up with a much more highly energized tantly, I think managers need to think company where it's a lot more fun very hard about what we are doing to to work. live the HP way, because people are I think you win the right going to look at whether we're hving to criticize by praising it and not just talking about it. It's the people when they've way we express it to others through our actions that is important. done a good job. I intend to hold my managers, that is, the people who work directly for balanced by an appropriate amount of me, accountable for embodying these praise and encouragement? values in their actions. And I'd like I think you win the right to criticize them to continue to hold group and by praising people when they've done division general managers account­ a good job. People look for balance. If able when they review their per­ you simply criticize, pretty soon peo­ formance. And I'd like to be held ple tum off. I have challenged general accountable, too. So, I'd like to hear managers to think about the commu­ nication that leaves their desks-

~larch-April 1993 27 Musically speaking Not speaking the language wasn't a problem for Donna Yeager and the other mem­ bers of the five-piece band, "Easy Access," during their recent seven-city tour of Japan. "We could communi­ Three of the Easy Access cate through music," says band members are HP Donna, the group's vocalist. employees in Mountain The tour was part of the View, California Donna and Watoboshi Music Festival Hilbert Soares are response­ celebrating the tenth center customer-support anniversary of the United coordinators at Worldwide HP's Doug Alp, Donna Yeager and Hilbert Soares pose with Nations Year of the Dis­ Customer Support Opera­ their Interpreter before one of seven concerts in Japan. abled. All of the bands at tions (WCSO), and Doug the festival featured physi­ Alp's "day job" is field net­ According to Donna, play­ cally disabled musicians. work engineer out of the ing to the Japanese crowds The United States and 14 Neely sales office. Other of up to 5,000 was "a truly Pacific Rim countries were members include NASA amazing experience;" represented. engineer Bob McMahon and schoolteacher Betsy Riger.

Tops in Personnel In January, Personnel ards established in at least Jou:rnal magazine named six categories. Personnel HP the winner of its top Journal cited HP for its award for human-resource efforts in work-force diver­ management-the 1993 sity, and U.S. work and Optimas Award for General family benefits. Excellence-and featured Category winners in 1993 Pete Peterson, HP vice included Bell Helicopter president of Personnel, on Textron, Steelcase, The its cover. Gillette Co., Apple Com­ The magazine gives puter, Philadelphia Electric annual awards for excel­ Co., A. Duda and Sons, lence in nine categories. The Stride Rite, Ruiz Food General Excellence award Products and United Parcel winner-Levi Strauss in Service of America. 1992-must meet the stand­

28 MEASURE BOnOM CHART ILINE ICHANGES Hewlett-Packard reported Within the Computer an 18 percent increase in Systems Organization, net revenue and a 24 per­ two divisions have been cent increase in orders dissolved and their pro­ in the fIrst quarter of its grams transferred to 1993 fiscal year ended other group entities: January 31. Net earnings • In the Systems Tech­ were down 13 percent nology Group, the User from a strong year-ago Interface Technology quarter. (The comparison Division no longer exists. is before the effect of last • The Pinewood Informa­ year's one-time after-tax tion Systems Division HP's Pat Pekary (right) talks wittt Karen Gettman from Prentice charge due to adoption has been dissolved after Hall and Michael Mellin from Random House about HP Press. of a new accounting its transfer from the standard related to Software Business Unit Author, author retiree medical benefits.) to the Systems & Servers Net revenue totaled Group. Hewlett-Packard Press, production and worldwide $4.6 billion, compared HP and Oki Electric which has published 12 distribution. They promote with $3.9 billion in Company are tenninating books and sold more than and sell HP's books world­ the first quarter of FY92. operation of their plant in 42,000 copies worldwide wide to major technical Orders for the quarter Aguadilla, Puerto Rico, in the past three years, has conferences, retail book­ were a record $5.2 bil­ which manufactures two new publishing partners. stores, corporate and lion, compared with printed-circuit boards. In January, lIP signed government accounts and $4.2 billion in the year­ exclusive contracts with the dealer channel. ago quarter. Net earn· PTR Prentice Hall and Both publishers offer HP NEW ings were $261 million Random House Electronic employees a 50 percent dis­ IHATS or $1.03 per share on Publishing to publish high­ count on HP Press books. Marv Patterson to some 252 million shares quality books on HP's tech­ Additional discounts are a newly created role as outstanding, compared nologies and products. available on quantity orders director, R&D Opera­ with $302 million or Pat Pekary, editorial for training and customer tions... Ed Muns to $1.19 per share in the director of HP Press, chairs premiums. director, Corporate Engi­ year-ago quarter. an editorial board drawn Functional managers neering...Bob Walker to To date, 1,700 employ­ from lIP Labs, Corvallis sponsor each book, and director, Corporate Infor­ ees worldwide have Division, HP Gennany, authors receive competitive mation Systems. accepted the Voluntary Network Printer Division, book royalties. Jerry Shea to G.M. Severance Incentive (VSI) Personal Computer Soft­ For more infonnation of the Medical Products offered last fall, with num­ ware Division, Infonnation on HP Press, book-proposal Group's Cardiology bers outside the United Networks Division and guidelines, a list ofpub­ Business Unit in States incomplete. In Open Systems Software lished books or order McMinnville, Oregon... the United States, 1,348 Division. information, send an HP Chris Christopher to people took VSI. The publishers provide Desk message to HP Press! G.M., Systems Tech­ editorial consultation, HPOOOO/81. nology Division. copyediting, book design,

March-April 1993 29 High-tech art HP software design engi­ In simple terms, a fractal neer Danielle Bercel, who is something that doesn't works at the Palo Alto, get simpler when you mag­ California, site of the Net­ nify it Usually, the same work Test Division, studied design element repeats music and fine arts in col­ itself at all scales, called lege and found her way "self-similarity." to computers through an Danielle's fractal art has interest in electronic music. been published in a calen­ Now, DanieUe has found dar and on greeting cards another way to combine and shown at a number of science and art by creating exhibitions. beautiful, colorful com­ puter graphics images of shapes called "fractals."

"A Woman Thinking About O'Keef."-by Danlelle Bereet.

HP is one of the best (MEASURE, too) The 1993 version of "The 100 pride in work and company, Best Companies to Work for openness/fairness and in America" is on national camaraderie/friendship, bookshelves and HP is one They listed HP's pay and of 55 U.S. companies to benefits program as one of make both the original list the country's 10 best, and in'84 and the current one. named MEASURE as one Authors Milton Moskowitz of the nation's seven best and Robert Levering ranked employee pUblications, companies on pay/benefits, opportunities, job security,

30 MEASURE GEOGRAPHIC IOPERATIONS All lIP field operations in the Western Hemisphere are slated to become part of a new Americas Operations within Geographic Operations, expected to be in place by May 1. Americas Operations CHANGES IN will comprise the present IEUROPE North American Field Eberhard Knoblauch, Operations (NAFO) and managing director of the Latin America Region the German Region, will HP co-founder Bill Hewlett (right) greets Dr. Song Jian (left) of Intercontinental retire from the company during the PRe executive's visitto HP in December. Alan in April. Succeeding him Bickell and Lew Platt also participated in the day-long visit. Operations. Intercon then will will be Menno Harms. cease to exist; its Asia Laszlo Szegedi will Pacific activities wiU replace Hanns as G.M. of emerge as one of BP's Medical Products Group­ three major geographic Europe. organizations (along with In December, HP execu­ The day included an over­ the Americas and Europe). CSO SALESI tives explained company view of HP Labs projects, George Cobbe to MARKETING technology and directions a tour of an infonnation­ I G.M. of NAFO and head Franz Nawratil, V.P. to one of the highest-ranking technology center and a of the successor Americas and manager of the Peoples Republic of China briefing at the Scientific Operations, replacing Computer Systems (PRC) officials ever to visit Instruments Division. George Glenday, who Organization's World­ HP when Dr. Song Jian Co-foWlder Bill Hewlett retires in April...Dan wide Sales and Market­ spent a day in Palo Alto, welcomed the Chinese dig­ Branda to G.M. of HP ing, returned to Europe California. nitaries, as did Lew Platt, Canada...Andre Breukels in March to head CSO Dr. Song holds the HP president and CEO, to personnel manager for sales and marketing in cabinet-level position of and Alan Bickell, senior Americas Operations. EuropelMiddle East! state councillor and chair­ vice president and manag­ Heinz Fischer suc­ Africa Operations. man of the PRC St.ate ing director of Geographic ceeds Andre as personnel In a realignment of Science and Technology Operations. manager for Europe/ the fWlction worldwide, Conunission. He visited HP Middle EastJAfrica NawratH will not be along with officials from the Operations. replaced. He and his PRC and the PRC consulate Dick Warmington to counterpmts-MaIluel in San Francisco. head a newly fonned Diaz, Americas, and Rick Corporate Marketing and Justice, Asia Pacific­ InternationalSennces all report directly to organization within Wim Roelandts, V.P. Geographic Operations. and G.M.-CSO.

March-ApriI1993 31 Voices from the past It's so quiet you can almost "I visited there right after Paul used Kodachrome hear the voices of the a snowfall," says Paul, a 64 film and made the expo­ Anasazj echoing off the software development sure by metering off objects adobe waIls. engineer for the Software unobscured by the snow. For Paul Bums, the Technology Division in Fort His camera was a Minolta winter trip to Aztec Ruins Collins, Colorado. "There Maxxum 7000 and he shot National Monument in was an eerie silence within the image with a 35- to 70­ New Mexico bordered on the waIls of the two round millimeter lens. ajoumey into the remnants kivas, which were used for of a lost civilization. religious and other events."

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