FROM THE EDITOR

OSTON, ­ . As much as Dave and I A few weeks ago, I had protested, the newspaper chose not the opportunity to visit to send a second writer. -the Dave quickly figured out a solution: legendary home of the I could sleep in his hotel room and the B16-time National Associa­ Suns' public relations director could tion (NBA) champion . get ganle credentials for me. All I had The Garden is a special place­ to do was come up with $600 for airfare. hallowed, some would say. And it's I debated the decision for hours: I a special year: the 67-year-old struc­ really wanted to go to the Garden, ture will be demolished after the but $600 represented most of my life's 1994-95 NBA season. savings at the time. Besides, if Boston This was my first and, most likely, won Games 5 and 6, the series would On the cover: Boston Celtics' last trip to the Garden. I should have be over. But ifBoston won Game 5 guard/forward Blue Edwards been there 17 years ago, but I passed and Phoenix won Game 6, I could still (30) drives past two players to score a up the opportunity. In the process, I go to Game 7 in the Garden. Hey, it's basket in a National Basket­ missed being part of NBA history. only a game, I concluded. ball Association game in Here's the story: It was much more than a game. It November. The Celtics recently teamed with HP In 1976, I was a young sports writer was, arguably, the greatest game in in a 3-year relationship in Phoenix, . The top assign­ NBA playoff history. Boston won 128 (see page 8). Photo by ment in the sports department was to to 126 in three overtimes. Two nights Steve Lipofsky. write about the ' pro later, the Celtics beat Phoenix in basketball games. Dave, the regular Game 6. The series was over. The Suns writer, was ill a lot that year, and opportunity was gone. It took 17 years I jumped at the chance to "cover" before the Suns were in the BA fmals the Suns. again. I was long gone from Phoenix Defying all odds, the Suns advanced by then and my friend, Dave, had died. to the NBA finals. They would face So, a few weeks ago, while research­ the venerable Boston Celtics in ing the MEASURE story on page 8, I legendary Boston Garden in the best­ entered the Garden for the first time. of-seven-game series. I walked on the famous parquet floor, Dave, feeling better by the end of looked up to the rafters to the 16 the season, would write the game championship banners and zeroed story. I would write a second story in on the 1976 banner. I stood there for home games, based on locker in a momentary trance until a Celtics' room interviews. official tossed a basketball to me. "Go The series began as expected. ahead," he said, "take a shot." A little Boston won the first two games in embarrassed, I was just about to say the Garden. Phoenix surprised the "no" when I flashed back on 17-year­ critics by winning the next two at old images: Game 5, Dave and lost home. Now it was time for the fifth opportunities. Go ahead, tear down game back at the Garden. Boston Garden. I've made my shot. I Even though it was the NBA finals have my memory. and one of the biggest events in Jay Coleman Phoenix sports history, the news­ paper decided to send only Dave to

2 MEASURE

www.HPARCHIVE.com THE INSIDE STORIES

FEATURES DEPARTMENTS 4 No pain, tremendous gain 22 People HP launches a broad program to cut iI\iuries and An HP engineer realizes an eight­ make work areas work better. year dream and gains a piece of space history. 8 A team on the move HP joins forces with the world-famous Boston 24 On my mind Celtics basketball team in one of the best sports­ A 13-year employee at HP's marketing relationships today. Waltham, Massachusetts, site reflects on the loss of a "friend." 11 At your service From banking to automated tracking systems, 26 Letter from Lew Platt HP's Worldwide Customer Support Operations HP's chairman, president and CEO launches a host of new services to meet its cus­ challenges all employees to take tomers' shifting needs. responsibility for improving cus­ Page 14 tomer satisfaction. 14 Seoul survivors MEASURE takes a photographic look at record­ 28 Your turn setting Samsung Hewlett-Packard and HP's MEASURE readers share their ninth-largest market. views on matters of importance.

18 Addicted to adventure 29 ExtraMEASURE HP's foreign-service employees willingly News from around the HP world. all the comforts and security of home for work assignments in foreign lands. Whatever pos­ 32 Parting shot sesses them? MEASURE readers share their best personal photos. 25 A new way to say "good buy" HP's new U.S. employee-purchase program will Page 29 save money and time.

MEASURE

Editor: MEASURE is published in mid-January, March, May, July, September and November for employees and associates Jay Coleman, ABC* of Hewlett-Packard Company. It is produced by the Corporate Communications, Employee Communications section, Mary Anne Easley, manager. Address correspondence to MEASURE, Hewlett-Packard Company, 3000 Hanover Street, Associate editors: 20BR, Palo Alto, 94304-1185, U.S.A. The telephone number is (415) 857-4144; the fax number is (415) 857-7299; Cornelia Bayley, Betty Gerard, and the Internet address is Measure [email protected]. Mary Anne Easley

Art director: ·Copyright 1995 by Hewlett-Packard Company. Material may be reprinted with permission. Annette Yatovitz *Accredited Business Communicator by the International Association of Business Communicators (IABC).

Graphic designer: Hewlett-Packard Company is a global manufacturer of computing, communications and measurement products and Thomas J. Brown services recognized for excellence in quality and support. HP employs 98,400 people worldwide and had revenue of $25 billion in its 1994 fiscal year. Photo research: Carol Parcels The following trademark appears in this issue of MEASURE: UNIX is a registered trademark in the and other countries, licensed exclusively through )(jOpen Company Limited. )(jOpen is a trademark of )(jOpen Company Limited in the U.K. and other countries. * MEASURE magazine is printed on recycled paper with vegetable-based ink.

January-February 1995 3

www.HPARCHIVE.com RGONOMICS

HP launches a broad program to cut injuries Tools and training are available to employees to thwart ergonomic disasters-in-waiting. and make work areas Jackie McSwanson, a PeopleBase program manager, shows an all-too-common office scene. work better. No pain, tremendous gain By Joan Tharp Harold Brown's not one to complain. After an eight-hour day at his computer in the Instruments and Photonics Lab of HP Labs, he figured his aching back and tender hand just came with the territory. "I always thought that was the price you paid for doing the work you do," he says. "It never occurred to me that I had any control over it." But Harold found out pain needn't be part ofhis job descrip­ tion. As part of HP Labs' decision to give ergonomic education

4 MEASURE

www.HPARCHIVE.com and work-area assessment to all Palo over a long period of time, especially Alto employees, Harold learned about when you use force and either move injury prevention, got a new chair awkwardly or keep the same posture. and had the casters on the legs of his In fiscal 1993, CTDs comprised 32 desk removed so that the desk was percent and were the largest single several inches lower and more com- component of HP's total injury rate. The second type of disorder is overexertion-muscle sprains caused by a one-time effort to lift, push or pull. HP's injury and illness rate is Ifyou or someone you know has nearly twice as high as the had an ergonomic injury, you know computer industry average. how debilitating and frustrating it can be. You can't twist open a jar lid. You hesitate before sitting, knowing that fortable to work at. Within a couple of one slightly off-kilter movement will days, he felt less pain in his back and send a tsunami of pain up your spine. his hand no longer ached. These injuries hurt the company, His productivity jumped, too. "Pain too. In 1993, ergonomic injuries really makes it hard to concentrate. accounted for $5.4 million-nearly It used to be that I'd never make 70 percent-of HP's U.S. workers' major changes in my work late in compensation claims. the day because inevitably I'd mess HP is sponsoring a study of how to cut risks And ergonomic injuries can dull it up," Harold says. of ergonomic injury. Carol Lopez, Corporate HP's competitive edge. HP and other Smoothing out the way people work Offices personnel support specialist, uses electronics companies have trimmed biofeedback to learn how to relax muscles. in the office or out on the floor-that's the science of ergonomics and the Getting HP's injury rate down has main objective of HP's worldwide been one of CEO Lew Platt's Business ergonomics program. Fundamentals since the beginning Computer user's HP's concentrating on ergonomics ofFY 94. ergonomic checklist because the company's injury and What exactly is an ergonomic injury • Feet flat on the floor or sup- illness rate is nearly twice as high as and how do you know if you're court­ ported by a footrest the computer industry average and ing one? it hasn't budged much in three There are two types of ergonomic • Wrists straight and relaxed years. (The rate is based on injury disorders, both of which can arise • Forearms parallel to the floor and illness reports filed with the when jobs or the workplace are not • Head and neck upright U.S. government.) optimally designed for the body. • Lower back fully supported by As at most electronics firms, ergo­ One type is commonly referred your chair nomic injuries are the bulk ofthe to as cumulative trauma disorders company's total injuries-in HP's (CTDs) or repetitive strain injuries. • Frequently used items (manu­ case, nearly 60 percent. (Ergonomic CTDs are injuries to the muscles, als, files, telephone) within injuries also are a leading occupa­ tendons or nerves in the neck, back, easy reach tional injury in the United States.) By shoulders, arms, wrists or hands. reducing the number of these injuries, Three factors work together to HP hope~ to cut its overall injury rate produce a CTD: frequency, force and in half by 1996. posture. You increase your risk of get­ ting hurt when you repeat a motion

January-February 1995 5

www.HPARCHIVE.com No pain

their work forces significantly over Employee training has been the the past several years, and now run Sympto~sof main emphasis since the task force very lean. HP's higher-than-average began last year. That's because, as injury rate means that it has a greater ergonomic Labs' Harold Brown found out, aware percentage of employees out of com­ employees can reduce their risks. mission or unable to work a full day disorders Ergo-wise employees also can come • Tenderness, soreness or up with great fixes. (Most of the swelling in your shoulders, ergonomic improvements at BAO arms, elbows or wrists were proposed and designed by pro­ duction employees who had zeroed ''I'm dismayed and frustrated •A popping noise when you move in on risks.) athow many employees will But getting employees to sign up •A tingling sensation work in what clearly are for training isn't always easy, say • umbness members of HP's ergonomics task uncomfortable environments. " • Cramping force. "Training keeps falling off the plate because of time constraints," • Pain than many competitors. That's not says Suzanne Gallo, ergonomics •A weakened grip what you want to hear when you're program manager at the Cupertino, racing to get a new product to market. California, site. Reducing injuries is the immediate put has jumped 10 times and the Cupertino has one of HP's most goal of HP's ergonomics program. At quality ofthe parts has improved. proactive and successful ergonomics the same time, HP wants the produc­ Numerous studies show that ergo­ program, and its ergonomic injury tivity benefits that come when ergo­ nomic improvements payoff in the rate is lower than the company's. nomic thinking permeates a company. office, too. One recent one by E.!. Ergonomics is all about designing Du Pont de Nemours reports a workplaces for the people who work 20 percent improvement in produc­ in them. When you do that, not only tivity after offices were made ergo­ do injuries drop, but productivity nomically sound. Ergonomic improvements jumps because people are working An ergonomics task force repre­ weren't terribly expensive and comfortably, and their motions are senting all businesses is working to the program seems to have a smooth and efficient. increase the company's ergonomics Want proof? Consider the Analyti­ know-how. Programs to date are: lasting effect. cal Products Group's Bay Analytical • a consultant's review of the com­ Operations (BAO). Ergonomic pany's ergonomics programs However, Gallo estimates that no improvements in production over the • employee awareness and injury­ more than 10 percent of the site's last several years have reduced pro­ prevention training, including an employees have gone through injury­ duction's ergonomic injury rate by on-line course for computer users prevention training. nearly 90 percent from 1991 to 1994. (see box on page 7); Ergonomics task force members Productivity improvements equally • guidelines that help HP's health-care also worry that some employees may are impressive. For example, a new providers assess and treat injuries; skip training or keep quiet about pain tool for gluing two parts ended the • furniture standards for buying because of dedication to the job or ergonomically risky practice ofpinch­ ergonomically correct equipment; concern about being pegged as a ing and holding the material by hand • cross-functional teams at major weaker member of the team. while waiting for the glue to set. Out- entities, charged with diagnosing and "I'm dismayed and frustrated at how curing ergonomic problems on the many employees will work in what floor and in the office.

6 MEASURE

www.HPARCHIVE.com evaluations would help the business and employees. He also didn't have a lot of money for replacing furniture. Glenn says he "drove it through on faith," based on common sense and experience with a back injury. Glenn says ergonomic improvements weren't terribly expensive and the pro­ gram seems to have a lasting effect. In 1994, CSY had an ergonomic injury rate less than half that of the site's. The company's ergonomics task force says every function and employee has a part to play in getting ergonomic injuries down for good, and making the work environment comfortable and productive. Employees need to take and use the training available to them. Managers need to support training, work-area evaluations and ergonomic improvements in their businesses. And engineers and office­ space planners need to design with the human in mind. M

(Joan Tharp is a community­ relations specialist in HP's Corporate Colorado Springs Division redesigned the packaging process so that operators, such as Communications department. Chris Montoya, can tilt products and slip them into shipping cartons instead of lifting them. -Editor) clearly are uncomfortable environ­ can make all the difference between a ments," says Judy Goodnow, occupa­ mediocre and a meaningful ergonom­ tional health program manager in ics program. But convincing managers Corporate Environmental Manage­ to act before there's a problem can On-line with ment and co-chair of the company's be a tough sell, they say, because the ErgoSmart ergonomics task force. "But HP peo­ payoff is not always clear to them. Ifyou're on HP's common oper­ ple are the kind that really want to get Glenn Osaka, of ating environment-PC COE­ the product out the door." the Professional Services Organization you can train yourself to be Judy also was disturbed when a in the Solutions Integration Group, ergonomically smarter when manager who had been in pain for a understands managers who have working at your computer by while told her he hadn't said anything doubts. Back in 1991, when he ran the taking the "ErgoSmart" sclf­ because "he didn't think it was cool Commercial Systems Division (CSy), paced course. Just click on the to complain." he couldn't prove to his management "Infonet" icon and then the "RS She and other ergonomics advo­ that divisionwide training and office WI " icon. Enter "ErgoSmart" cates in HP say management support in the dialog box and click on "Search."

January-February 1995 7

www.HPARCHIVE.com EAMWORK

HPjoins forces with the world-famous Boston Celtics basketball team in one of the best sports-marketing relationships today.

As the supplier of the "Official Personal Computer and Printer of the Boston Celtics," HP has forged a 3-year relationship with the famous team, including star guard Dee Brown. Ateam on the move By Jay Coleman BaSTa ,Massachusetts-Ever since Ifyou know anything about sports, Bill Vonachen's team moved into the you know that the Celtics epitomize land of the 7-foot giants, the HP play­ excellence in athletic tradition. They've ers have felt lO-feet tall. won 16 ational Basketball Associa­ Bill is the district sales manager for tion (NBA) titles, including an unprece­ HP's Burlington, Massachusetts, sales dented eight consecutive championships district for Computer Products Orga­ between 1959 and 1966. nization (CPO) equipment. And in The Celties play in the historic August, the HP team scored a major Boston Garden arena with its distinc­ coup when Hewlett-Packard equip­ tive parquet floor. And a list of their ment was named "the Official Personal world-famous alumni comprises a Computer and Printer of the Boston Who's Who of basketball legends, Celtics" professional basketball team. including , , and . Celtics

8 MEASUHE

www.HPARCHIVE.com games consistently capture some of HP Corporate ACCOWlt Rep Rob the highest TV ratings and Celtics Carbonaro assessed the Celtics' merchandise-T-shirts, jackets and networking needs, made sure that the so forth-are among the biggest­ reseller could meet those needs and selling items among sports fans. managed product shipments from the It's a land where 7-foot players are nine HP divisions. commonplace, and it's a new territory Next, Rob and HP Sales Rep Todd for HP. Being a part of the Celtics' Gustafson worked with Copley aura puts HP in elite company. Systems-the Celtics' reseller of "It's essential that we become a choice-to ensure that the HP equip­ brand name if we're going to remain ment was installed properly, and that competitive and defend our market­ the integration and rollout proceeded share," says Tara Agen, HP market­ smoothly. Copley, one of the largest ing program integrator. "Having a resellers of HP products, will handle relationship with an organization as all post-sales activities, including sys­ professional and prestigious as the tems integration and support. Boston Celtics is fantastic. We're no Bill negotiated the overall deal with longer the 'new kid on the ' in the Celtics wIllie Tara concentrated sports-marketing partnerships." on the marketing relationship. The Adds Stuart Layne, the Celtics' vice network was up and running and the president ofplanning and special events, The 1994-95 basketball season is the last Celtics-HP relationship was in full "The Celtics-HP relationship is as good for the legendary Boston Garden where 16 swing by the time Boston opened the NBA championship banners hang. 1994-95 BA season on November 4.

That's when HP entered the game. "We saw this as a tremendous "We saw this as a tremendous opportunity to fill the Celtics' and HP's Hprs all-division opportunity to fill the Celtics' needs," HP's Bill Vonachen, explains. and entity team "The Celtics needed to automate and HP's needs. " To build a championship rela­ their marketing, coaching, finance, tionship with the Boston Celtics, office, ticketing and NBA operations. llP's Boston Sales Force 12 team an example ofa marketing partnership We needed a way to increase visibility assembled an all-star lineup of as you'll fmd in sports or advertis- for HP products with corporate and lIP divisions and entities that ing today." conswner customers in this market, provided equipment. They are: How did the Celtics and HP become as well as a way to motivate our teammates in this three-year deal? reseller base and end-user customers • Grenoble PC Division It all began a year ago when Celtics' to buy more HP products. • etwork Server Division management decided it was time to "Teaming with the Celtics repre­ • DeskJet Marketing upgrade the team's computer systems. sented a total win-win situation." • LaserJet Marketing Center "We were in the Dark Ages, but proba­ First, Bill recruited nine HP organi­ bly still ahead of a lot of BA teams," zations (see box at right) to supply • Roseville etworks Division Stuart says. IBM and Digital Equipment HP products-particularly personal • Mobile Computing Division Corporation-with headquarters in computers, printers, networking prod­ • Information Storage Group nearby Maynard, Massachusetts­ ucts and peripherals-for the Celtics' • Greeley Hardcopy Division didn't seem interested. 28-node PC network. • San Diego Imaging Division

January-February 1995 9

www.HPARCHIVE.com Team

Perhaps the most impressive statis­ tic is that the HP team handled the negotiations and logistics with the Celtics while simultaneously achiev­ ing 120 percent of its sales quota. For the Celtics, higher productivity was the pivotal difference-and HP could deliver that difference. HP's computing system gives the Celtics access to "real computing

"If we help HP sell products, we'll have a long-term relationship with them. " power," says Jay Wessel, the teanl's computer consultant. "This puts us at Stuart layne (rightl, Celtics vice president of planning and special events, discusses mar­ keting ideas with HP's Bill Vonachen and Tara Agen in a Celtics conference room. the front of the league." Don Vendetti, Boston's assistant "Some day, fans will be able to buy In addition to the computer net­ director of sales, says that the new tickets from their home computers," work, the Celtics believe that they networking capabilities mean that any adds the Celtics' Don Vendetti. "With­ also benefit greatly from the partner­ of 10 Celtics sales reps can look up out the network, that vision wouldn't ship with HP. any future game, such as what group be possible." "Our intention is to find ways to tickets have been sold and what's The transition to a new arena and help HP be successful," the Celtics' available. "The only way we could do a new era of Celtics basketball coin­ Stuart Layne says. "If we help HP sell that before," Don adds, "was to walk cides perfectly with HP's increased products, we'll have a long-term rela­ to another office and hope to find a entry into consumer markets, par­ tionship with them. hard-copy list." ticularly through its CPO products. "In some ways, this relationship is Ticketing will be especially chal­ The HP-Celtics' relationship pro­ under the microscope within HP. The lenging next year when the Celtics vides instant exposure. HP receives Celtics have a mystique, a pride and a move from the historic, 15,000-seat ads in the Celtics' media guide, year­ tradition that surpasses any image Boston Garden next door to the new book, game programs (Hoop maga­ of any sports team in the world. We 18,400-seat Shawmut Center. zine) and on court-side signs during enjoy being the model relationship." M "In the past," the Celtics' Stuart games. Ganle-night activities and Layne says, "ifyou didn't come or opportunities to host resellers and watch every night, you'd miss some­ other key customers at popular thing unique that Larry Bird did. Now Celtics games also score extra points it's important for us to highlight the for HP. There's even a chance class, style and image that the Boston of involving Boston's star guard, Celtics franchise represents." Dee Brown, a computer-science grad­ uate, in community events.

10 MEASURE

www.HPARCHIVE.com USTOMERS

From banking to automated tracking systems, HP's Worldwide Customer Support Operations launches a host of new The mushrooming desktop-computing business prompted the Finance and Remarketing services to meet its Division to establish HP Asset Management Service, says Mandeep Khera, operations man­ customers' shifting needs. ager, who meets with Program Manager Monica Hasegawa. • ou serVice

By Andrew Ould When Johan Vanoverbeke became based computing-which first jolted HP's country support manager for the computer systems business-is Belgium in October 1993, one of his now redefining the role of service first steps was to meet with cus­ and support. tomers to hear what they wanted from "Traditional hardware maintenance HP's Worldwide Customer Support is still an absolute requirement," says Operations (WCSO). Eric Rocco, Dataquest's program • "They said they wanted us to take manager of customer service trends a different approach," Johan recalls. in Framingham, Massachusetts. "But "They wanted us to shift from being the smart companies are investing in reactive-waiting for something to new services that help customers happen and then going to fix it-to make the transition to multivendor, being proactive." open-systems computing." A survey of HP service and support If anything, the migration from operations around the world shows proprietary to open systems is accel­ that Johan's experience is not unique. erating, says Jim Arthur, WCSO gen­ The shift among customers from pro­ eral manager and an HP senior vice prietary computing to standards- president. "Customers today expect

JanuaIy-FE'bruary 1995 11

www.HPARCHIVE.com Service

us to deliver a much broader range of "Selective outsourcing is an idea services than in the past. Making a whose time has come," says Data­ successful transition into these new quest's Eric Rocco. "Few customers businesses is fundamental to WCSO's want to outsource everything." long-term success." Key new WCSO services include: • selective outsourcing, where The Czech Republic customers hire HP to help them run "We cannotfinish our specific parts of their computer net­ day without them" works or systems; • mission-critical support, where When Czechoslovakia split into the customers depend on HP to keep their republics of Czech and Slovak in most important applications available January 1993, the Czech National continuously; and Bank (CNB), the government's central • asset management, where HP pro­ HP servers and 24-hour "mission-critical" bank, went hunting for a new com­ vides automated tracking of PCs, support keep the Czech National Bank's puter system to run the country's peripherals, and software. information system up and running. banking system. "The open-systems movement has "We knew we didn't want a main­ spawned all this change. And it's just have no references," says Chris Gibbins, frame," recalls Vladimir Fritsch, going to continue; it's not going to slow sales and marketing manager for manager of the bank's system­ down," Dataquest's Elic Rocco says. operations services in Asia Pacific. administration division in Prague. The following snapshots give a "It's a very tough sell." "We knew we wanted open systems closer look at how WCSO is creating Yet Chris, a 16-year HP veteran, because it would give us a more flexi­ and delivering new services around convinced NatWest to hire HP to run ble environment." the world. its network-even though it runs on But Vladimir worried over who non-HP systems. would support these new UNIX® sys­ "I recognized early in the project tems. He knew that he would have Australia that networks are not the business trouble finding employees with detailed ''An idea whose time of banking," says Stephen Coleman, UNIX and networking expertise. has come" head of capital markets information Vladimir eventually chose three technology at NatWest. The company advanced HP 9000 servers to run the Since November 1993, when IIP NatWest picked to run its network country's banking system-monitor­ launched its selective outsourcing "had to have extensive expertise in ing the Czech Republic's treasury bill program, the new service has proved network management, as our wide­ market, supervising the country's a hit with Asia Pacific [mancial firms, area network is critical to the bank's commercial banks, collecting transac­ including J.P. Morgan & Co., NatWest operation." He adds: "A breakdown of tion data from branch offices and Markets and others. With selective out­ only minutes could cost us dearly." linking 600 CNB employees bye-mail. sourcing, customers hire HP to run spe­ Customers are choosing HP's selec­ He also hired Hewlett-Packard • cific parts oftheir networks or systems. tive outsourcing program because it s.r.o, HP's wholly owned Czech sub­ Despite this string of wins, the helps them make the move from main­ sidiary, to provide around-the-clock going was tough at first. frames to a client/server environment, support to keep the banking informa­ "Nobody wants to be the first per­ improve information-technology per­ tion system up and running. son to do business with you when you formance and focus their employees The applications running on the on core business objectives. C B's HP servers "are an integral part

12 MEASURE

www.HPARCHIVE.com of our system," Vladimir says. "We cannot fInish our day without them." For the C B, HP delivers what's called "mission-critical" support. As part of the CNB's support package, three HP support engineers are dedi­ cated to the CNB's computers. One of those engineers is on-call after busi­ ness hours and on weekends. HP's Prague response center promised to solve the CNB's problems in two hours or involve another HP response center. "The CB order has given us a good chance to show that HP can deliver advanced support here in Prague," says Alexander Pokorny, HP district support manager. "Other potential customers are considering Australia-based Chris Gibbins (left), an HP Asia Pacific sales and marketing manager, having us deliver similar support dashes off to his next appointment during a recent business trip to Tokyo. for them." "Craig said, 'There's a need; let's go HP then provides automated tracking for it,'" Mandeep recalls. "We had the and detailed reporting on a company's United States customer in mind and just went for­ desktop assets. ''Let's go for it" ward." In six months, Mandeep and Would he do anything differently his small team created the service and next time? "Sure, with more time to brought it to market. plan, things would go more smoothly. Until October 1993 Mandeep Khera According to market researchers, But in real life you never have as was head of leasing administration U.S. companies lose $20 billion a much time to plan as you might want," for WCSO's Finance and Remarketing year because of lax management of he said. M Division (FRD). Then FRD General desktop assets such as PCs, printers Manager Craig White tapped the 34­ and software. (And1'ew Ould W01"kS in lhe PR year-old Mandeep to create and "Somehow assets grow legs and depa1·tment.!"or HP's W01'ldwide launch a new service-HP Asset walk off," Mandeep says. Other prob­ Cuslome1' Supp01'l Opera lions in Management Service. lems: companies buy more software Mountain View, Calijomia.-EdilO1) FRD had considered offering asset licenses than they have employees, management for several years, but pay maintenance for hardware that customers began requesting it more doesn't exist or that's still under war­ enthusiastically in 1993, according to ranty, or have trouble coordinating Mandeep. The reason: desktop comput­ upgrades and training. ing assets have doubled in the last fIve The I-IP Asset Management Service years, making it diffIcult for informa­ gives companies a way to control tion technology departments to track these and other "hidden" asset costs. their desktop hardware and software. After fIrst conducting a thorough inventory of all the desktop assets,

January-February 1995 13

www.HPARCHIVE.com IN FOCUS

Seoul survivors• SEOUL, South Korea-Samsung Hewlett-Packard (SHP), HP'sjoint venture with Samsung Electronic Corporation, had a record-setting 1994 despite worldwide anxiety over North Korea's leadership change and its development of nuclear weapons. above What is now the Republic of Korea Samsung Hewlett-Packard (SHP) was either occupied or at war from employees (from left) Hyung Dong Chin, Eui Jung Chung and 1910 to the end of the Korean War Hyeok Kim enjoy a snack during in 1953. their lunch period in downtown Stunning postwar industrialization Seoul. The SHP building is visi­ ble in the background. programs built from rubble what is now the world's 13th-largest econ­ left omy. The country's strong growth Heavy traffic jams are common has been fueled mainly by the gov­ during commute hours, so SHP ernment's strong export-driven and subsidizes the cost of cellular telephones for Soon Keun Park protectionist trade policies. and other employees who General Manager John Toppel says spend most of their time calling SHP's 1994 growth was 96 percent, on vendors and other customers. making Korea the company's ninth­ bottom left largest market. The Computer Prod­ Test and Measurement Organi­ ucts Organization grew 278 percent, zation field engineer En Sang driven mainly by inkjet printer sales Jeong chats with friends out­ side the Toksugung Palace for home users. Localization efforts while a newly married couple have yielded huge payoffs. Korea's (left) have photos taken follow­ International Procurement Operations ing their wedding-a popular exports totaled $500 million in 1994. custom in Korea. As the political situation with the right North relaxes, HP already is investi­ Shin Bok Yi (from left), Do Kyun gating its entry into the marketplace Kim, Seong Hee Kim and Kyu there. Says John, "North Korea is Young Lee meet outside the Samsung Hewlett-Packard main moving toward normalized relations entrance on their way to work. with the world and becoming less iso­ lated. We want to be the first multi­ national computer company to set up shop in Pyongyang." M -Jean BU1"ke Hoppe

14 MEASURE

www.HPARCHIVE.com

Korea

right Sales rep Hyun Sam Shin points out features of the HP DeskJet printer to an employee of Union Computer, one of the biggest dealers in Seoul.

right Assemblers, including Ji-Yean Kim (foreground), work on power supplies for HP instru­ ments. HP's Korean manufac­ turing facility is about seven miles from HP's sales office.

BILL MELTON PHOTOS right Jung Hyun Kim prepares dinner while her mother, Kil Mi Park, finishes the ironing in Jung Hyun's Seoul apartment. Kil Mi also helps care for her 2-year­ old granddaughter while Jung Hyun works at SHP.

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www.HPARCHIVE.com above Soon Keun Park (left), a facili­ ties purchasing supervisor, welcomes newly hired field engineers Eun Sang Jeong (center) and Woo Sehk Seh to SHP during dinner at an out­ door restaurant in Nam-Dae­ Moon Market in Seoul.

January-February 1995 17

www.HPARCHIVE.com Addicted to adventure By Jean Burke Hoppe HP's foreign-service employees (FSEs) remarks about the perceived glamour are a misunderstood lot. and perks of international assign­ HP's foreign-service Kanji Yamada, the controller for ments, says Pat. That irks FSEs who HP's Test and Measurement Organiza­ know the true hardships also involved. employees willingly trade tion in Japan, says his Yokogawa­ The disruption can take its toll on all the comforts and Hewlett-Packard co-workers tease even healthy marriages. Some people security of home for work him about his recent "three-year vaca­ tum to alcohol and drugs to deal with tion" as financial policies manager the stress. It can be especially difficult assignments in foreign for the Corporate Financial Reporting when a family member becomes ill, lands. Whatever possesses department in Palo Alto, California. either in the foreign country or back them? American John Toppel, general home. In 1994, John Toppellost both manager of Samsung Hewlett-Packard his mother and grandmother, and in Seoul, Korea, says most people think he's crazy for moving his family around like a Bedouin tribesman. Others, he says, simply don't see the benefits and "hidden rewards" of "When you're halfway across meeting and working with people all the world, you have to take the over the world. initiative to stay in the loop. " U.S.-born Steve Paolini, currently product development manager for HP's Components Group in Japan regrets that he couldn't be of more (who is moving to a similar job in support to them and the rest of his Malaysia in March), is always sur­ family during a difficult year. prised when people say foreign­ Going home after an assignment is service assignments seem too big a always hard, personally and profes­ burden. "To me, it's just so obvious sionally. "You truly are a different that this is a really useful experience, person, and you will never see the like going to graduate school." world the same way again," John says. About 500 HP people are currently "When you get home, you discover in foreign assignments worldwide, that people haven't changed in the says Pat Randall, relocations spe­ same way as you have." cialist in Corporate Worldwide Kanji Yamada agrees. "Coming Relocations. About 190 are from home was the hardest part. Maybe the United States. my memory fools all of my family and HP Chairman, President and Chief we only remember the good things. Executive Officer Lew Platt says, "HP But it opens your eyes. You want to desperately needs its FSEs. These are learn more." the people who carry the HP flag and Another pitfall is the "out of sight, open up new territories. They're truly out of mind" syndrome, says Suresh pioneers with experiences to match." Rajpal, general manager of HP India, A lot ofpeople unfamiliar with who also has worked several jobs for international transfers make snide

18 MEASURE

www.HPARCHIVE.com The Metro train system often is the fastest mode of travel around Moscow, Russia, says HP Russia General Manager Nick Rossiter.

HP in the United States, Canada and them have the independence of remembers the irony ofbeing grounded Hong Kong. "When you're halfway running a business, the visibility of for a day in Nizhnevartovsk in west­ across the world, you have to take running a country. You're invited to ern Siberia-one of the world's most the initiative to stay in the loop. Part all the best parties." important oil-producing areas­ of the risk involved is that it is your Nick Rossiter, an Irishman who is because there was no fuel for the responsibility to find your next job general manager of HP Russia, says, plane. In Moscow, you never know after an assignment. You need to stay "You must be extremely tolerant, have when the lights will go out, when the in touch." a pioneering flair and possess great ceiling of your flat will leak or when Despite the down sides and sacri­ determination to get things done." the government-controlled heat will fices, John Toppel and his family have be shut off, Nick says. loved roaming the world. What does No, it's not all glan10ur, and he loves it take? "I think you have to be a per­ every minute of it. In his fifth year in sonal risk taker and very self-reliant. Moscow, he's already past the typical You need to be curious, adaptable and "Once you start with these two or three years most assignments open-minded. We certainly like the foreign assignments, it's hard last. "I consider Moscow home. This is idea of the constant adventure and to stop." such an exciting place and certainly by this it's in our blood. I'm an exciting time to be doing business always ready to try something new here. Once you start with these for­ and different." Nick, who also has worked for HP in eign assignments, it's hard to stop. Depending on your job, represent­ Saudi Arabia and England, says he It's as fascinating to meet the other ing HP in foreign lands can mean finds himself in strange hotels in expatriates as it is the local people." rubbing shoulders with high-level remote towns, having cucumbers, Suresh Rajpal returned to his civic and business leaders. Lew Platt sour cream and weak tea for break­ native India in 1989 to start HP India. says, "It's an environment that attracts fast much more frequently than he He thinks it would be very difficult to a certain kind of person. Many of finds himself at state dinners. He

January-February 1995 19

www.HPARCHIVE.com Addicted

go back to a one-dimensional job after his experiences. "I think global experi­ ence adds real value to an employee. I worry sometimes about those whose career development has been in one sector only and not across geogra­ phies. It seems a little too narrow for a company like HP. We need people with broad experience to take advan­ tage of growth potential." Kanji Yamada, whose two FSE assignments in the United States have taught him the profound differences between U.S. and Japanese manage­ ment, says, "HP is a global company and I like feeling part of that. IfI limit myself to Japan, it limits future oppor­ tunities and growth." It was almost as if invisible forces About 90 friends and neighbors attended a going-away party for Kanji Yamada and his initially drew Steve Paolini to Japan. family (center) when they left Palo Alto, California, in 1991 to return to Tokyo. "I had to actually come here," he says. "All the reading I had done was valu­ able, documentaries are informative, but I really needed to understand the Read this before you pack your bags way Japan functions as a society, the Relocations Specialist Pat Randall Flexibility and adaptability. way the Japanese do business, the says it takes a special type ofper­ The most necessary traits. An open way their technology works, because son (with a special family) to be mind is a must. it is so successful and so completely a successful FSE. She suggests Supportive family. Families often different from what Americans do." some preliminary soul-searching, strengthen bonds during foreign The experience has exceeded his starting with the impact the move assignments. Are you sure your expectations. He regrets only that he will have on your career. Is it in line children could adjust? Your wasn't able to master the language as with your goals? Will you be able spouse? well as the rest of his family has. to transfer back your new global Sensitivity. All family members Julie Paolini knows that foreign­ skills? Could you go back to a nar­ should understand the values and service assignments can be hardest rowly defined job? traditions of the local culture. on the non-HP spouse. Shortly after Following are some fundamental Tolerance is key. arriving in Japan from California, her characteristics FSEs must possess: Sense of humor. Vital, though 3-year-old can1e down with chicken Positive attitude. Essential for sometimes difficult to maintain. pox while Steve was away on busi­ the whole family. You may face ness. She had to rush Robbie to an poor roads, unreliable phone and Determination. ick Rossiter emergency room, negotiating an power service, unfanilliar food, calls it a "flair for pioneering." unfan1iliar bus route, while amusing overcrowded conditions, terrifying Suresh Rajpal says, "What you a sick toddler and her l-year-old, traffic or an incredible cost of liv­ want to do, you can make happen. Catheline. "That's about as bad as it's ing. The best FSEs take such things o one else makes it happen for gotten," she says. in stride. you." Both are wildly successful After the initial culture shock wore FSEs. Both rely heavily on all of off, she says, the experience has been the characteristics above. wonderful. Most HP employees in

20 MEASURE

www.HPARCHIVE.com G.M. John Toppel (right) conducts one of his trademark standing meetings with SHP's Eun Kyung Chung (left) and Jin Chan Kil. foreign-service assignments enroll their children in international schools and live in foreign-service enclaves, He holds the record but Steve and Julie took a differ- John Toppel is the closest HP has Since 1979, the Toppels have ent approach. to a career FSE. He's spent more lived in: They found a home in a regular than half of his 22 years with HP Hong Kong (first HP sales manager) Japanese neighborhood and enrolled outside his native United States. Palo Alto (major accounts district their children in the neighborhood He shows no signs of settling down manager, Neely sales region) school. Robbie, age 6, started kinder­ any time soon. garten three years ago and now Johnjoined HP in 1973 as a Melbourne (director of marketing speaks perfect Japanese; Catherine, systems analyst in Corporate. He operations, HP Australasia) 3, started this year. The children are and his wife, Margaret, have had 12 Guadalajara (general manager, the only gaijin (outside persons) different addresses in eight cities in Microcomputadoras HP) in attendance. six countries during their 23-year Geneva (computer systems sales The Paolinis celebrate Japanese marriage. Their son, John Harding, manager, Middle East and Africa) holidays along with American ones. 12, was born in Hong Kong. Seoul (general manager, They spend lots of time exploring. John nearly bursts with enthu­ Samsung HP) "To Catherine," Julie says, "Japan siasm and fondness recalling each is home. She hasn't really known any­ of his assignments. "This has given thing else." us a totally different view of life," All the FSEs feel their international he says. assignments have had a profound impact on their souls and on their families. Says Steve: "Part of this probably the best way you can develop (Jean Burke Hoppe is a Lincoln, experience goes beyond how we usu­ a truly global view. I feel we've given Nebmska-basedj1'eelance w1ite1' and ally narrowly view ourselves and our our children a great gift. They're grow­ ajmme1' edito1' ojMEASURE.-Editor) lives. It's about the good of the com­ ing up in a world that will only get more pany, even the good of society. It's international and intertwined. This is the perfect foundation for that." M

January-February 1995 21

www.HPARCHIVE.com PEOPLE

It took eight years, but Medical Products Group Engineer Teddy Johnson finally saw his seed-germination experiment fly into space in September on the space shuttle Endeavour. The gravity of the situation An HP engineer realizes an Teddy Johnson sat with the other lab in Andover, Massachusetts, was VIPs (very important people) and about to make space history on this eight-year dream and gains held his breath. The space shuttle brisk September 30, 1994, day. a piece of space history. Endeavour's rocket boosters fired at Eight years earlier, Teddy was a precisely the right moment. The huge high school sophomore from Chicago, craft thundered into space as flames Illinois, attending Space Camp at the lit the early morning Florida skies. University of Huntsville in Alabama. "We were three miles from the Teddy, three other students and a launch pad-as close as anyone is scientist devised an experiment to test allowed to be-and the sensation still seed germination in space. He never was intense," Teddy said. "It was a imagined that it would take nearly a great relief to have this experiment decade before his experiment would fly. off the ground." "A lot of experiments go faster than Teddy, an engineer in HP's that," he says, "but we were delayed Medical Products Group imaging

22 MEASURE

www.HPARCHIVE.com because of high school, college and ~ The eight-year wait actually took our personal lives." Z a month longer than originally For Teddy, that meant finishing announced. Teddy's experiment had high school, earning a mechanical been scheduled on an August 18 mis­ engineering degree at Stanford sion, but the Endeavour had engine University and accepting ajob with problems 1.9 seconds before liftoff HP in Andover in 1993. and the mission was canceled. Although the U.S. Space Camp, "That was disappointing," Teddy under the auspices of the National says. "We had been given the VIP tour Aeronautics and Space Administra­ tion, accepted Teddy's teanl's pro­ posal six years ago, the students had to arrange funding to get the experi- "I feel good about contributing to afield that makes adifference

in people's lives. II "When plants grow, the roots grow down because ofgravity. of the Kennedy Space Center at Cape What happens when you don't Canaveral and we were psyched up for the launch. But it was just as excit­ have gravity?" ing the second time." Teddy's team received the space­ ment on a shuttle, then wait until weary seeds about a month after the there was available room. Endeavour returned to Earth. Now "It costs about $15,000 to get a the team will analyze the seeds and canister on the shuttle," Teddy says. report the results. "We were fortunate that a cement In the meantime, he has his hands company wanted to conduct experi­ full designing medical products for HP. ments on mixing cement in space, and "I like the creative opportunities in the company had room for our experi­ Teddy and the other VIPs were a mere three industrial design," he says. "There's ment in their canister." miles away from the launch pad when the a great deal of creativity. Plus, I like Teddy's experiment involved 40 Endeavour blasted off. being part of the medical community. cucumber, turnip, radish and tomato I feel good about contributing to a seeds in a growth chamber 2 inches "When plants grow, the roots grow field that makes a difference in peo­ by 2 inches by 2 inches. The seeds down because of gravity," Teddy ple's lives." rested in filter paper, surrounded by explains. "We wanted to know what And what about future space insulation. At one point in the lO-day happens when you don't have gravity. exploration? mission, shuttle astronauts flipped a How does the plant decide which "It was a wonderful opportunity switch that released water into the direction it will grow and how and it makes me even more excited filter paper. Then nature-and space­ does that affect the germination of about being an astronaut someday." M did the rest. the seeds? "After all this time, I still want to know the answer."

January-February 1995 23

www.HPARCHIVE.com ON MY MIND

job offers came in for those affected. It didn't matter that the person had Only the to take ajob that was one-or several-levels below their current job. Anything was better than direct empty boxes placement, which usually meant a second- or third-shift position. The will move label of"excess" was now off their neck. One more had "made it" and everyone By Ellen Harris gave his or her congratulations. In many ways, as the time drew (Editor's note: In November 1994, HP Ellen Harris packs 13 years of memories in a nearer for us to leave, we truly box and leaves the Waltham, Massachusetts, closed its Waltham, Massachusetts, site for the last time. became an HP family. It's a phrase site and consolidated those opera­ you hear all the time-you know, that tions at the Medical Products Group but indents in carpets where Herman "propaganda stuff'-but we were all headquarters in Andover-about 30 Miller (furniture) used to be. in mourning. And like all families in miles away.) Soon, I'll walk past the guard's desk mourning, we rose to the occasion. and out the front door for the last time. WALTRAM, Massachusetts-In a few On that day I'll carry with me my own weeks, our plant will close its doors box ofmemories-memories that for the last time. The migration north make up the 13 years I've worked here. to Andover will be complete. My most precious memories are In many ways, as the time Over the last year, the number of ofpeople. I remember how we cele­ drew nearer for us to leave, people at Waltham has dwindled brated together-perhaps really for we truly became an HP family. down as departments moved up to the first time-when we received the Andover campus on their assigned ISO 9001 certification. That party, move date. Being one ofthe last depart­ more than any other I went to in the So, what will I do with my box of ments to leave is both a blessing and a Waltham cafeteria, was a party that memories? Bring them to Andover we were all proud of. We had all made with me? I think not. I'll look through the (certification) happen-together. the box, pick out the ones I'm most I also remember how we all mourned proud of-the ones I'd like to relive­ together as redeployment hit us for and remember. I'll think about the As each department has the first time. The pain of being rede­ ones I wish I had handled differently moved, the people have taken ployed was just as painful for the -the ones I wish I could do over­ the sights and sounds oflife... manufacturing manager who announced and remember. it as it was to those of us who were Then, I'll walk through the door of now labeled "excess" and for every building Number 3 in Andover for the level in between. The tears that were first time with an empty box and curse. Staying until the very end really shed were real as we heard of some­ begin collecting new memories. helps to finalize things. one else who had been "hit" with the Life goes on. M The first groups to leave Waltham excess label, as if we were talking hated to go, leaving friends behind as about shrapnel from enemy fire. And (Ellen Harris is a production line they were forced to face "the unknown." in a way we were. specialist in the Clinical Systems But as each department has moved, I remember how happy everyone Business Unit in Andover, the people have taken the sights and was when we heard of someone get­ Massachusetts.-Editor) sounds of life, leaving behind nothing ting ajob from the job listings posted for redeployed employees only. Every­ one was actually joyous as news of

24 MEASURE

www.HPARCHIVE.com HANGE A new way to say ··good buy"

By Betty Gerard (Already signed up for phone ord2rs are MicroAge InfoSystems Services HP's new U.S. employee­ and Entex Information Services, national resellers which carry the full purchase program will line of HP products and have toll-free save money and time. 800 numbers.) Even the handling of rebates will be done by an outside The popularity of HP printers and PCs vendor, working with Angie. with HP people has led to a new way Don Schmickrath, general manager to handle employee orders in the of CPO Worldwide Distribution and United States. Logistics, sums up the practical reality Starting February 1, 1995, the tens of the changeover to the new program: of thousands of individual purchases "Employees want to buy an HP by U.S. employees each year will be product at a good price," he says. made directly at retail stores or "And HP would like to give them that through phone order services, with product without it costing us an arnl a rebate paid when proof of purchase and a leg." is mailed in. (U.S. readers will fmd a The new program offers that solu­ special insert about the new program tion, Don believes, providing brand­ bound into this issue.) new products and a chance to shop The new program replaces an for the best street price-and get a employee purchase plan which the rebate from HP. (The aim is to have sheer volume of orders for consumer the combination approximate the products simply outgrew. It has flat discounts available under the been costing the company about old program.) $2.8 million a year to process U.S. The tedious handling of individual employee orders-nearly 30,000 orders will go away-a relief for all in 1994. HP sites, as well as for NADO, which Angie Chavez has been administra­ who have spent substantial amounts has the mission of supplying stores tor of the program-now under the of their time on employee orders. and resellers with Computer Products wing of the North American Distribu­ At Santa Clara, California, for Organization (CPO) products as its tion Organization (NADO)-for eight example, Debbie Rezendes has been highest priority. years. The program handles 2 1/2 shepherding employee purchases for "Because of that priority, we've times the number of orders that it the 28 HP entities on site. had complaints that under the old did when she began. "There's been a lot of footwork program, employees couldn't be sure The program has continued to checking on whether products come of getting delivery in a hurry," Don evolve over the years, and has even in, any replacements that are needed, says. "Now, if the product you want provided a channel for divisions to and credits and rebills when prices is in the store, you take it home move consumer products that were change," Debbie says. "It gets to be with you." M returned from dealers. very involved." It has amounted to a lot ofpaper Under the new plan, the HP order handling for the 150 order coordina­ handlers will be freed up for their tors and contact people at U.S. sites other duties as employees buy directly from their choice of thousands of retailers or place orders by phone.

January-February 1995 25

www.HPARCHIVE.com LETTER FROM LEW PLATT

HP's chairman, president You'll remember that last year one of the three CEO Hoshins focused on and CEO challenges improving a major customer dissatisfier all employees to take -order fulfillment. In 1995, we've responsibility for improving broadened our focus to the larger issue of customer satisfaction. customer satisfaction. Now you may be saying to yourself, "I thought HP ranked high in custo­ mer satisfaction." That's true. We are the best in our industry. For exan1ple, J.D. Power and Associates, the inter­ national market-information firm, reported recently that HP was No.1 in customer satisfaction among personal CEO Lew Platt (left) participates in a fudge­ computer manufacturers. We scored tasting contest during a recent visit to the higher than all of our top competitors, Andover, Massachusetts, site. including Digital, Compaq, Dell, Gateway, Apple, AST and IBM. hen was the last However, our competitors are get­ time that you-as a ting stronger at the same time that our conswner-felt you customers' expectations of HP prod­ didn't receive the ucts and services continue to rise. quality you expected Recently, we've done a better job fromWa service or product? of tracking customer complaints that Maybe the product didn't work as reach my office. I can tell you that the you presumed it would. And when volume is increasing. I receive about you complained to the company, you 130 letters and phone calls each month were transferred from department to from unhappy-sometimes irate­ department or you couldn't fmd anyone customers. Some of that volume prob­ willing to resolve the problem for you. ably is due to the increasing volume You may be surprised to learn that of products we're shipping, including when HP customers contact my office 1 million printers each month. with a complaint, it usually falls into But that doesn't mean we accept one ofthose three categories, as the increased customer complaints shown on the pie chart on page 27. as a natural fallout of increased busi­ That's why I'd like to devote this ness. The complaints are a cause for letter to HP's customer-satisfaction real concern. It's time that we give program: why satisfying Hewlett­ this serious attention. Packard customers should be one of Jan Carlzon, former CEO of Scandi­ our top priorities and why it's impera­ navian Airline Systems, pointed to tive that every employee take respon­ research studies that show the aver­ sibility for making customers happy. age "wronged" customer will tell eight to 16 people. And for every customer

26 MEASURE

www.HPARCHIVE.com "respecting the integrity of the indi­ vidual," as Bill said. I have a lot of respect for HP Charging for what employees; it's rare that I find exam­ 1% should be free ples of poor judgment. I challenge HP managers to rekindle a passion for Repairs too satisfying customers. Every customer expensive You're too bureaucratic interaction should be a means of 36% earning customer loyalty. Now you may be asking yourselves Product doesn't some questions: Phone maze/runaround meet expectations • Will customers take advantage of our goodwill and end up costing us more than the problem itself? No, I No one will believe that 99 percent of all cus­ own my problem tomers just want us to be fair. • HP employees did a good job in 1994 controlling our operating expenses; Lew Platt receives an average of 130 telephone calls and letters each month from cus­ aren't you concerned that this "empow­ tomers with complaints. Here are the categories into which the complaints fall. ennent" could be costly? No, HP employees know how to do the right who complains, 26 others remain delivery, if necessary-an ink car­ thing; we're just giving them the silent. He said his employees' contacts tridge instead of arguing whether it's authority to do so. with customers create "50 million the reseller's responsibility or HP's. • I'm already very busy; where will I moments of truth" each year. I'm positive that HP will save money find the time to satisfy customer So what do we do to improve our and not waste its human resources if requests? Ifwe don't solve the prob­ moments of truth? employees give customer complaints lem early, other people will have to This letter is one attempt to empha­ the attention they deserve during the get involved and we'll all spend more size the increased importance of cus­ initial customer contact. time than necessary. tomer satisfaction. We all have high expectations as The second step came at the recent consumers. Our customers deserve annual HP General Managers' meet­ nothing less. How will you handle ing. I told G.M.s that managers and I have a lot ofrespect for HP your next "moment of truth"? supervisors need to remind all employees that they should take employees; it's rare that I find personal responsibility for solving examples ofpoor judgment. customer complaints at their level. It could mean that you handle a customer question or request person­ You hear a lot about "empowering" ally, rather than saying "That's not my employees these days, as though it's a department" and immediately trans­ new concept. I believe that Bill Hewlett ferring the customer to someone else. and Dave Packard began empowering Or it could mean sending-by express HP employees nearly 30 years ago when they popularized the HP way-

January-Febmary 1995 27

www.HPARCHIVE.com YOUR TURN

For the record An English lesson for 2. While Lew is shown "waxing elo­ We have an exchange student from MEASURE quent," we had him wash the cars, Slovakia living with us this year and which entailed more units of energy MEASURE is the only English maga­ per stroke than the lesser effort she really enjoyed the article, "One zine I read. In the May-June 1994 man's garbage" in the November­ needed due to the lubricity of the wax. issue, I read the article on abbrevia­ JOHN OLIVIERI December 1994 MEASURE. She is tions, "Talking the talk." It was very always interested in sharing stories HP retiree instructive to me. I had seen.some of Norfolk, Massachusetts concerning her homeland with her the abbreviations before, but I did not fellow high school seniors. know their meanings. She did point out to me, however, MEASURE is a good teacher of Teamwork works that the town is spelled "Kosice" and English for me. Please don't forget Thanks for your September-October not "Kospice." your readers are all over the world MEASURE article ("HP's booming SUSAN WRIGHT and that English is not the mother border business"). Our success along Palo Alto, California tongue for some of them. the border is the product of a bilateral Keep up the good work. team effort by HP-US. and HP-Mexico. "Z" as in Zamboni OSAMU NAGASE The district managers-Andy Perez It's Gretzky (not Gretsky). With a "z." Kobe, Japan and John Martinez in the United States, As in Zanlboni. and Jorge Perez-Cantu and Hector BOBCORT Betsy's on the 'net Richerand in Mexico-helped formu­ Boise, Idaho late the plan that later was approved My wife and I read the MEASURE by our management. article in the ovember-December This exanlple shows that by work­ The plane truth 1994 issue on Betsy Brazy and her ing as a team, we have succeeded in I was just looking through the quilt. My wife is a quilter and would positioning our company well ahead November-December MEASURE and like to communicate with Betsy. Is of our competitors to take advantage noticed an error that will be noticed there some way we can contact her? of NAFrA and any other opportuni­ by more than one ex-Boeing employee We enjoyed the article and we ties along the border. here. On page 7, there is a photo of really enjoy the articles that you pub­ HENRY LUNA three men standing inside a "747." lish that show the artistic side of HP. El Paso, Texas There is no way you could sit 10 DAVID LYNCH people across, with two access aisles, Santa Rosa, California in the space in that photo. The fuse­ lage also is too round to be the upper You can reach Betsy Brazy, a non­ Please send mail deck of a 747. Since they build all five HP employee, on the Internet at Do you have comments about products in the , Washington, [email protected] something you've read in MEA­ area (737 and 757 in Renton; 747, SURE? Send us your thoughts. 767 and 777 in Everett), it is a com- Waxing eloquent Ifwe publish your letter, you'll mon error. The November-December MEASURE receive a free MEASURE T-shirt BRUCE LAPLANTE showing Lew Platt waxing cars (one size fits most). Corvallis, Oregon prompted a search of my memory Send your comments to MEA­ bank with the following results: SURE Editor Jay Coleman (the You're right, Bruce. The plane in the 1. When Lew was the Waltham (Mas­ fax nUlllber and address are on photo is a Boeing 757freighter. sachusetts) Division general manager page 3). Please limit your letter -Editor in 1980, he agreed to wash eight cars, to about 150 words, sign your also. So I submit that there has been nanle and give your location. We no net gain in productivity in more reserve the right to edit letters. than 15 years!

28 MEASURE

www.HPARCHIVE.com EXTRAMEASURE

Science class is serious "bees-ness" COLORADO SPRINGS, In an experiment on Colorado-An innovative pollination, students grew teaching program here their own flowers and then involving frozen bees and pollinated them using freeze­ a boost from HP is exciting dried bees on sticks. students' interest in science. Using their bee-on-a-stick, A third-grade class at the youngsters transferred Woodmen-Roberts Elemen­ pollen from one flower to tary School is reporting another until all of the flow­ improved test scores after ers were cross-pollinated. participating in the Hands­ Then they harvested and on Minds-on Science series threshed their crop for developed by the Smith­ seeds to produce a second sonian Institution and generation. funded by the HP Colorado Springs site.

It's a delicate operation as third grader Ben Kultgen cross-pollinates a flower with a freeze-dried bee-on-a-stick. A novel approach to teamwork Jo Joy and her husband, Humming a Louis, have a very good understanding of team­ "fab-ulous" tune work. In early August, while CORVALLIS, Oregon-HP working together to bring a employees in the Inkjet baby girl into their lives, the Business Unit hummed couple witnessed the pub­ a happy tune in The group lishing of their first book, November and Producing a book (Frontline delighted parade Frontline Teamwork. Teamwork) and a baby (Anjelica) ended up win­ "It was a very exciting in the same year was like having ning an watchers and won an award twins for Louis and Jo Joy. time for us because the award. for Best Use of Music. book came out a week off into pieces," Jo says. "In More than 100 employ­ Infused with the spirit of before our baby was order to survive, the char­ ees formed the Inkjet Fab giving, the group since has born," says Jo, a senior acters, both regular employ­ Kazoo Marching Band, sponsored an unemployed financial analyst at the ees and managers, must donned Santa Claus hats single mother of four during Little Falls site in Delaware. adjust their roles and learn and hummed "Jingle Bells" the holidays and "adopted" a stretch of highway near "In a sense, it was like to work together as a team." in Corvallis' Community having twins." Jo's husband is the presi­ Christmas Parade to kick the HP site which they help keep clean. Frontline Teamwork is dent of a management con­ off the holiday season. a "business novel" that sulting firm. Jo says the explains the elements of book is based on a compil­ successful teamwork in a ation of his consulting story-line format. "It's about experiences. an authoritarian company which is about to be sold

January-February 1995 29

www.HPARCHIVE.com EXTRA MEASURE

BOTTOM CHART ILINE ICHANGES For the fourth quarter of The Computer Systems fiscal year 1994, ended Organization (CSO) will October 31, Hewlett­ phase out workstation Packard reported a 60 manufacturing at the percent increase in net Exeter (New Hampshire) earnings, a 25 percent Computer Manufacturing increase in orders and Operation (ECMO) by 23 percent growth in early 1996. A new Solu­ net revenue. tions Manufacturing and Net earnings for Q4 Distribution Operation totaled $476 million or under G.M. Pierre­ $1.83 per share on some Francois Catte com­ 260 million shares of prises ECMO, the common stock outstand­ Networked Computer ing, compared with $298 Manufacturing Opera­ million or $1.18 per share tion and manufactur- in the year-ago quarter. ing in Chelmsford, Grad student John Boreczky (seated) explains Soda Hall's video­ Q4 orders were $6.9 Massachusetts. on-demand equipment to visitors, including HP's Don Lubin. billion, compared with CSO has created an $5.5 billion in the same Americas Professional The building is the computer quarter of FY93. Services Organization Net revenue was $7.0 for closer integration of BERKELEY, California-A video, audio and written billion, compared with PSO with CSO Americas new building on the canlpus educational materials- $5.7 billion in the same sales. G.M. is Johnnie­ of the University ofCalifornia- even interact with faculty quarter of FY93. Mike Irving. Berkeley actually functions via teleconference video- For fiscal 1994 overall, A new Medical Prod­ as one giant computer, whether they are seated at net revenue rose 23 per­ ucts Group Manufactur­ thanks to the largest equip- their computers or linked cent to $25 billion, com­ ing Operation under G.M. ment grant in HP history. through wireless multi- pared with $20.3 billion John Browne is respon­ The $35.5 million Soda media workstations. in FY93. Orders for FY94 sible for worldwide Hall, equipped with $8 mil- In recognition of HP's were $25.4 billion, an manufacturing for a num­ lion worth of HP computing support, including a increase of 22 percent ber ofmedical product products, was financed $1.5 million cash gift for over the prior year. Net lines...a Customer Ser­ entirely through private construction by the Hewlett- earnings for FY94 were vices Division has been gifts to D.C.-Berkeley's Col- Packard Company Founda- $1.6 billion, up 36 per­ formed under G.M. Mike lege of Engineering. HP is tion, Soda Hall's high-tech cent over the $1.2 billion Blomeyer. the largest corporate donor auditorium was named in earned in FY93; net The HP Media Tech­ in the seven-year fundraising honor of HP founders Bill earnings per share were nology Operation under canlpaign for the building. Hewlett and Dave Packard. $6.14, an increase of 32 Mary Eicher has moved Soda Hall is capable of HP has supported D.C.- percent over the $4.65 from CSO to Corporate delivering its services any- Berkeley engineering pro- earned the previous year. Information Services. where via continuous inter- grams with funds and action with users. Students equipment for more than eventually will be able to 30 years. access a vast amount of

30 MEASURE

www.HPARCHIVE.com RESEARCH NEW IINITIATIVES IHATS HP Labs Bristol and the Ted Kevranian to direc­ Isaac Newton Institute tor of Environmental for Mathematical Sci­ Management...Saw Kong ences at Cambridge Uni­ Beng to G.M. ofHP versity in England have Malaysia. inaugurated the Hewlett­ Jaime Reyes to opera­ Packard Basic Research tion manager, Guadalajara Institute in Mathematical (Mexico) Printer Opera­ Sciences (BRIMS). tion... Lucy Crespo to Renee Mendez from HP's Cupertino, California, site explains the HP is taking part in manufacturing opera­ features of a new ergonomic chair to Santa Clara's Susan Farnell. two cooperative research tions manager, Computer Just for the health of it efforts that have received Interconnect Operation­ funding from the Advanced Puerto Rico...Todd More than 100 nurses Finance and Administra­ Research Project Agency Reece to G.M., Informa­ and managers from HP sites tion, opened the conference (ARPA). Silicon Video tion etworks Division... worldwide attended the with an address on "A per­ Corp. will develop a Atul Bhatnadar to G.M., first HP International Health spective of the business new class offlat-panel Singapore etworks Conference in November in needs and future challenges displays. A consortium Operation. Palo Alto, California. to the Hewlett-Packard led by the Integrated Cir­ In the Medical The three-day meeting Company." cuit Business Division Products Group, Steve focused on HP's occupa­ Topics ranged from will create new packaging Rusckowski to G.M., tional health function as it "Empowering employees for attaching ICs to print­ Clinical Information relates to HP's business for their own health" and ed circuit boards. Systems. needs, and provided an "The art of effective negoti­ Other agreements: opportunity for employ­ ation" to an examination Medical Products Group ees to share best practices of indoor air quality and GETIING and Ohmeda created an with colleagues from five "Future challenges in Occu­ TOGETHER alliance to develop, sell I countries. pational Health and Safety." HP, Asahi Glass Co. and and service integrated Bob Wayman, HP exec­ Komag Inc. have estab­ anesthesia delivery sys­ utive vice president of lished a new company, tems, patient monitoring Headway Technologies, equipment and other under Ralph Patterson products....Measurement as CEO, to research and Ouoteworthy Systems Organization make magneto-resistive ~ As a manage'r, Lew is veryf01yiving. He is very signed an agreement with heads for the data stor­ ..supportive ofpeople who try something that Affymetric Inc. to jointly age industry. It is in doesn't work out. He is almost protective ofpeople who develop and market a Milpitas, California. stick their necks out.... You can kill risk-laking very DNA-analysis system... HP Belgium has ~ quickly ifyou do the opposite. Lotus Development acquired Alphabit, Inc., Corporation and HP will Ghent, Belgium, which Wim Roelandts, senior vice president, HP's Computer integrate products and develops CAE electro­ Systems Organization, describing HP CEO Lew Platt, team-sell service. magnetic-simulation Industry Week magazine's 1994 "Technology Leader software. ofthe Year," in the December 19, 1994, edition ofthe magazine.

January-February 1995 31

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A blooming miracle BOISE, Idaho-Mike Sieler, his family and the family dog, Nesbitt, merely were r taking a casual after-dinner stroll last spring when they found a thing of beauty. "We were walking along an irrigation canal near our home," says Mike, a manu­ facturing development engi­ neer for the Boise Printer Division. "Several canals meander through the Treasure Valley and irrigate the fields ofthis otherwise high-elevation desert climate. "The bright and green coloring of the flower (right) was in stark contrast to the generally brown grasses and shrubs that grow in abundance begin­ ning in the late spring. "Water from the canal helps provide a somewhat greener, 3-foot boundary along the edges of the waterways." Mike entered the photo in the 1994 Western Idaho State Fair and won first place in the amateur photo­ graph category.

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