-
if pH) Is there life outside of HP? FROM THE EDITOR
ometimes, the "story behind the the fonner Computer Products Organ M.E:ASURE story" is as interest ization ami an TIP board nwmbcr. ing as the story itself Tn 1875, he nearly "hurned out" his Let me explain. physical "engine" and almost left. HP A fpw months ago, we hegan before "downshifting" (see page G). researching the "Finding harmony" Is HP suggesting that all employees story, which begins on page 4. We "downshift"? Hardly. We work in a sent an electronic message to person highly compelitive, do-more-with-less nel managers and site communicators environment that seemingly d4:'mands around the HP world, asking them to more tinw and greater el1kiency selld us names of employees who are every day. "downshifters"-people who have And if you're a singlf' parent or reduced their work hours to spend half of a two-income household in On the cover: To help achieve more time with their families, care for which both halves seem to be vital work/life harmony, HP's ill relatives, go to school or pursue for your economic survival, "dow'n Chris Nichols spends one day a month helping autistic, other interests outside of HP. shifting" may be the farthest thing disabled or mentally chal W(' received hundreds of names from your mind. lenged people to ski. See t.he majority were female E'mployees HP's hot.tom-line Illl:'ssage is that the story that begins on page 4. Cover and page 2 who had cut hack on their TIP haUl's to make this the ·'best. place to work" photos by Patricia Barry levy. to spend more time with their -the "People" Hoshin ohjective 1'01' small children. 1997-HP must provide employees What surprised us most was the morc flexibility. "Downshifting" is number of employees who objected to one option. the term "downshifters"-a term Ulat All employees must decide which you find more and more in tile media "gear" is best 1'01' them. Maybe your these days. carE'er is just get! ing started and One employeE' explained, "Even you're willing to operate in overdrive though I've reduced the numher of for a few years Or pl:'rhaps you've hours Twork at HP, I'm still very seri been racing at peak performan('e ous about my lIP cal'eer-and I would levels for a long time and it's lime' for hate to have my manager or a poten a tuneup before you hreak down. tial hiring manager think that I'm not.·' \\-nether you're puttering along While I understand the argument in first gear or setting a land-speed by people who object to the word record, therc's one thing to keep in "downshifting," I think it's a very posi mind on your journey: Time is an ine tive tenn. Cars and trucks do it aU Uw placeable commodity. time for two good reasons: slowing ---Jay Coleman down as a safety mea.sure and g4:'aring down to climh a st4:'E'P hill. It worked for Dick Hackborn, former executive V.P. and G.M. of
2 MEASLHI:: THE INSIDE STORIES
FEATURES DEPARTMENTS 4 Downshifters 13 Your tUl"n Call them downshifters, jugglers Of just plain MEASURE readers share their cfeative, today's employees are discovering new views on matters ofimporlance. ways to meet work/life demands. 16 In focus 10 What the heck is the Extended ilJIEASURE takes an up-close look Enterprise? at modern-day Japan. Page 16 It isn't simple-\Vhat is these days?-out MEASURE helps simplify HP's computer strategy. 26 On my mind An HP employee finds that his 14 Did you heal" the one about...? name badge is a passport to With more than 13 million customer-SUppOlt the world. calls a year, every now and then a few wacky ones come HP's way. 27 Web-wise Has the Web meant the end of 20 A fruitful relationship print? Not eggs-actly. says Dr. An HP sales manager and distributor forge Cyberspace. a strong relationship with HP's "most loyal customer." 28 Letter fl"Om Lew Platt HP's chairman, president and 22 Is there a second brain in your future? CEO outlines the Computer Stretch your mind-or use your auxiliary brain Org 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 Corporate Communications, Employee Communications section, Mary Anne Easley, manager. Address correspondence to MEASURE, Hewlett-Packard Company. 3000 Hanover Street, Associate editors: 20BA, P Photo research: Microsoft and Microsoft Windows NT are registered trademarks of Microsoft Corp. Carol Parcels UNIX is a registered trademark In the United States and other countries, licensed exclusively through X/Open"". X/Open is a trademark of X/Open Company Limited in the United States and other countries. Circulation/editorial assistant: Tena Lessor @MEASUREmagaZine is printed on recycled paper with vegetable-based ink. Intern: Grace Razo May-June 1987 3 WORK/LIFE: By Sanjay Khanna Indeed, it's a New Age. Not just of "I prefer terms that don't make self-help books. meditation, natural judgments," she says. "Downshifting medicine and HP gear, but of twenty implies that there are two tracks: Call them downshifters, something potential new hires asking one that's fast-paced and career jugglers or just plain corporate recruiters how HP plans to oriented, and the other a kind of creative, today's employees meet their workllife demands. slower-paced "mommy" track. It's a time when more and more "I see it as a multilevel, multilane are discovering new ways long-standing HP employees are real superhighway. You have choices to meet work/life demands. izing that their personal, family and about which lane you travel in-you corporate goals aren't as harmonious can move from one lane to another. as they'd like them to be. In the midst In reality, it's about how you choose of these quality-of-life issues, HP's to spread your bandwidth, not about challenge is to l'etain talent and main overall output." tain a competitive edge in a corporate Araceli finds that combining her landscape where technologies are work at HP with her studies gives her changing faster than ever, and employ greater mental agility along with "tons ees' needs for balance and flexibility more energy on all fronts." Her uni are coming into sharper focus. versity interests in psychology and the It's a challenge that highlights a intersection of cultures have forced great antagonism of accelerating busi her to ask a different set of questions ness and cultural forces: an unre lenting desire for increased speed matched by a "My family is my No.1 priority, and HP has healthy realiza helped create a terrific situation that allows me tion that people to care for my children and help my wife. " need variation in the pace of living to bring balance to life. when she considers barriers to the Araceli Valle, a 20-year HP employee, adoption of Internet technologies and works three days a week as a senior to potential market size for HP Inter technical contributor at the Open net servers. Systems Software Division's Network "I used to ask about technological Architecture Lab in Cupertino, Cali barriers to adoption," she says. "Now I fornia, and studies the other two days ask about social and cultural phenom at San Jose State University. A parent ena that influence people's decisions." of two daughters, she doesn't describe While some HP employees are herself as a "downshifter," despite her seeking fulfillment by pursuing educa reduction of work hours. tional goals along with their careers, others are doing so by focusing on family priorities or volunteer effOl1s. • IE! Pl E Whether they ask new questions and find new answers, or approach business challenges with a deepened perspective, a consistent theme emerges: HP employees who choose alternative work options are delighted by the ways in which their profes sionallives are enriched by interests and needs outside of work. In 1996, Sharon Gerber, a sales support engineer in HP's Components Group, testified to the California State Industrial Commission to support the creation of a flexible 40-hour work week In the past, employees have been restricted by regulations that made it impossible to make up lost hours without employers having to pay over time and employees having to use flexible time off (FrO). Sharon has two teenagers and an 8-year-old, who occasionally have appointments during work hours. The old regulations made being flexible more of a challenge, she says. By telecommuting one day a week and carpooling the other four, she saves an hour-and-a-half of commut ing time one day each week and ends By 8:30 a.m. on her two days off, Araceli Valle is at San Jose State University, where she's up contributing to HP's goal of allevi adding a second degree-this time in psychology-to her list of accomplishments. ating traffic. "It helps me feel less stressed out," Rolf spoke to his manager, who now "very weD seIVed." It's something he's Sharon says. "And that makes me supports his working three days a proud of. happier and more balanced as a week when business is busy and two Chris Nichols, in his second year at person and as an HP employee." days a week when things slow down. HP, is a mechanical engineer working Providing options that offer greater "My family is my No.1 priority, and at HP's Loveland (Colorado) Tape ease and balance are proving to be HP has helped create a terrific situa Operation. He's on a team that's devel key to HP's strategy of ensuring long tion that allows me to care for my oping a manufactUring process for a tenu contributions from its employees. children and help my ~ife. Without high-capacity tape backup. For three Rolf Hertfelder, a channel analyst HP's support, I might have had to years, he's taken every second Friday at HP's Peripherals Group Europe, leave the company temporarily." off dUring the winter months to teach is a lO-year HP employee based in Rolf believes a challenge has gener skiing to autistic, physically disabled Boblingen, Germany. Until his father ated a win-win scenario. By spending or mentally challenged individuals. in-law was diagnosed as needing enough time with his children that "My first student was able to ski bypass surgery five months ago, Rolf they view him as a "genuine momma" only 10 feet in a single day," he says. worked full-time. Realizing his wife (they instinctively run to him when "She was ecstatic; I learned patience." couldn't take care of her parents and they skin their knees) and by working In addition to patience, Chris was their two young children by herself, enough to keep his business skills surprised with what his teaching sharp, he believes his customers are May.J"une 1997 Ii WORK/LIFE brought into the team pnvironnwnt at HP. "Instructing peoplc has implOved my listening skills and communication methods. At work, I've beeome man? aware of non-wrbal signals, which ha.<; helpE'd me negotiate and probkm-solvc." Unlike his pl't-'violls employe!, HP has bef'n willing to allow for rrexihility in Chris's schedule What's more, IH' now realizes that lIP is the kind of company he'll make a long-tem1 com mitment to, especially since his future may includ(' having a family. Il appears HP's brand of flexibility inspires loyally in many employf't-'s. Most pf'ople who rake advanL'lge of alternative work options say they fpt'l a renewed sense of purpose by choosing to live in harmony with their broadest aspirations. Job·sharing in the Systems Technology Group, Cupertino. California, enables Kathleen Hirth to produce children's books and enjoy time with her 83·year-old mother. Dick Hackhorn, retired execlItiv(' V.P. and C.M. of t.he COllllHller Prod uets Organization and ClJITPnt IHf'mber olgallizaLion, wc'd moved from having outside the company and I \...-as of IIP's board of directors, descrihes ('l fledining busincss to one that was really tin:'d the dilemma he fae-en in 1971), \-vhen growing so f'as! lhaL 11('\V divisions "FOltunately, Paul Ely, IllY immp he was an R&D manager for the Com wpre iwing spun out cwry year. I3ut ctiaLe managC'r, and Dave Pa('kard puter Systems Group. hy thp time t.his happ('ned, I'd beE'n I)o(icc(l I wa.., stresspr] out and strongly "After four exciting, but very spriously neglpcting lily home life, I suggeslL'd I rakl' the SllllllllN or HJ!:) strl'ssful years in HP's computer wa." lwing Iwavily recruited from niT. TIll' family and I spizt-'d this olJpor HP's work/life vision "An environment that encourages Components Group Financial Notes Newsletter employees and managers to work http://hpoetc07.sj.hp.com/grpc/ http://csoaw002.cup.hp.com/ together to achieve common workops.htm easyweb/finnotes/228E,htm company objectives for business Corporate Personnel Information Hardware Service and SUPPOIt success, while creating opportuni http://persweb.corp.hp.com/ llttp:llc2625bls.msr.hp.com ties for balancing work with other worklife life activities." WorkILife Balance Toolkit Find out more about your work! Dos and Don'ts for HP employees http://c2625bls.lUsT.hp.com/wlb/ life options at these Web sites: http://anL008.atl.hp.com/roadlllap/ toolkit.htm worklife/doernp.htm America." Geographic Operations WorkLife HarIHony in HP Enropf' http://alltOO.atl.hll·com/ Dos and Don'Ls for HP managf'rs http://'''f,,'w.grenoblc.hp.contl roadmap/worklife/wlb.htm hi tp://anl OOS.atl.hp.com/roadmap/ worklife/maill.hl HI worklirpJt!orngr.htm 6 ,lEASt HE Christina Tseng, a part-time program marketing manager in Singapore, is one of hundreds of employees who downshift for family reasons. tunity and traveled across the Pacific Proactively supporting employees Northwest in a rented motor home. It in balan<.;ing work/life demands is turned out. to be one of the best things cmrently an aspect of HP's "People" What role can that happened to me at HP:' objedive. And while providing sup managers play? In fact, the time away gave Dick port for workllife balance isn't the Employees are responsible for the opportunity to make a deal' deei only key to retaining employees and determining when it's time to sion for himself and his family. He maintaining a competitive edge in a slow down their work lives, but w May·.huH' 1907 7 WORK/LIFE Does HP practice what it preaches? By Grace Razo large companies. Certainly, HP is Her advice to potential down among the leaders in dealing with shifters: "To make a pan-time job a When Susan Benzel decided to down these issues, despite the industry's reality, you must be very dedicated. shift in 1992, it took more effort than dizzying pace of change and fierce If you waver as you talk to potential she had expecled. competition. But breaking down the managers, 1believe they will think During a massive reorganization, barriers of traditional command-and that you would 'really likc' a part-time Susan, at the time a product market control management techniques has job, but that it is not a 'must.' " ing engineer in the Network and been a long-time commitment of CEO Another challenge for downshifters System Management Division (NSMD) Lew Platt. is employees' perception or how they in Fort Collins, Colorado, decided it At a March conference rOI' U.S. will be viewed by others, says Jerry was an ideal time to look for a part, industry work/life managers held at Cashman, work/life options manager. time position. HP's corporate offices, Lew admitted, And, of course, how it will affect But NSMD had a history of not "We had resistance from all layers in their careers. supporting employees who wanted the bcginning. But month after month, "1 was concerned that 1would be to work part-time. year after year, we've broken tlu'ough discriminated against," says Monica "Up until this time," Susan recalls, that resistance. And that resistance McDowell, an escalation manager in "I had mentioned to a few people at has melted." the Network Server Divi NSMD that I wanted eventu sion in Santa Clara. Califor ally to WOl'k part-time, and I nia, who works ;10 hours a always got a very negative week to allow time to care reaction. In fact, some peo for her ailing mother. "I was ple told me not to mention "I was concerned that my ranking would go eoncemed that my ranking such an idea to my boss." down and job opportunities would disappear. " would go down, andjob Sound like a different opportlmities would disap company than the Hewlett pear. 1 couldn't have been Packard of today? Susan Benzel has secn evidence more wrong. Not only were my man It sure is. That was not only a first-hand of how the resistance has agers extremely supportive of my different time at HP, but a different melted. After making up a list of decision, but they made it possible time in society. The new standard managers she might potentially work for me to get promoted." does not solely involve measuring a for, she openly discussed with them Without a doubt, HP has made paycheck. It also includes how suc her goal of working part-time. She great strides in creating and supporL cessful an employee is at handling crossed off the ones who "fIinched" ing an environment that makes it pos work/life demands. only two-and found many others sible for employees to make workllife Sally Dudley, compensation and Willing to help her. choices, such as dO'\.vnshifting. henefits manager, says, "In the '90s, Since that time-more than four But HP still has a long way to go as it's finally okay to talk about work/life years ago-Susan has been successful a company, Jerry says. "As new trends halance. I think it's liberating to many in pursuing a half-time career and is develop, sueh as HP's expanding glob people to be able to explore the topic now a training ami learning products alization, we need to develop more and consider new approaches." lead rOl the division. Susan says cur tools to cleal with these issues. We're Workllife issues haven't always rent management is very supportive pushing the envelope as fast as we can." been comfOltable topics of conversa in the work/life balance arena. In tion and still aren't at many other fact, several other employees at NSMD are now working alternat.ive work schedules. 8 ~IEASURE • There is some irony in the fact that the more successful HP becomes, the more demanding lhe job becomes. This situation either energizes employees, or causes them to seek solace [rom the frenzied fray. There is, [or those who want it, relief in sight. Lew says, "I'm not saying I'll make work easier. But I can give employees more flexibility in their jobs." And more employees, even man agers, are taking advantage of HP's flexibility in an effort to give their lives added dimension. Last September, Chuck Sieloff made a tradeoff. He gave up a man ager's position and salary for more control of his personal time. "As a manager, you become increa<;ingly aware that the more successful you arc, the less control you have over time. You're responding to the demands of the organization. I - didn't want to do that anymore." After training in India, Chris Preist, an HP Labs Bristol engineer, teaches yoga two days a Chuck, who downshifted from an week; he often plays the tambura to accompany Indian vocal work and chanting. Information Systems Services and Technology manager to his present Chuck's boss, Vice President and get some balance between work and position of I.T. consultant, raises a Chief Information Officer Bob Walker, personal life. For example, he takes good question: lIow do managers wholehealtedly supported his deci "red-eye" flights when he travels on successfully meet workllife demands sion to downshift. Bob says, "There's business so he can spend more time when their jobs consume so much of a limit to how much work we can do. with his family before he leaves. As he their time? In my organization, our vision is to says, "You can't recover lost time." "A lot of managers are bad role achieve what we call a 'sustainable What are the future directions for models for workllife balance," Chuck pace.' But, we have a long way to go employees searching for ways to meet says. "Some do it better than others to get there." workllife demands? Lew says, "We and draw the necessary boundaries Bob also believes the company need to encourage experimentation between work and personal life. A::, a hasn't. been able to address as well and a lot of different ways of provid manager, I was unable to do that." the management demands of the ing flexibility." During a four-month sabbatical company, which make workllife goals And he adds, "U.'s not the 'program (for which he used accumulated even harder to achieve. du.iour.' It's not going to go away. It's FrO), Chuck took the opportunity to "We're all doing a lousy job of it," non-negotiable." M do a lot of reading and to baby-sit a Boh says. "We're not doing all we can new grandson. After this rejuvenation, do. We need to leal'n to say, 'No.' We (MEASURE 'intern Groce Razo is he now has a four-day work week. can't ask anyone Lo work harder. We majoring 'in c01mnunication at "I decided to retire from manage just need to do less stuff." Sanla Clara (Col'ifomia) University. ment, not retire totally," he says. Despite his own demanding sched -Editor) ule, Bob uses "half-way measures" to May-June 1007 9 TRATEGY What the heck is the Extended Enterprise? It isn't simple-What is these By Russell Lee stl-ategy, which HP calls the "Extended Enterprise. " days?--butAf~JL5[J~ "Vhen MEASURE peered into HP's liP's enterprise cust.omers-mostly helps simplify HP's technological future back in .June large, global businesses-tend to use computer strategy. W82, the company emisioned the computer systems that are separated coming of a revolutionary new "infor either by geography (a different sys mation age" by the end of the decade: tem for each company location) or • \'\Then you required data on a function (a different system for manu topic, you simply could ask your facturing, payroll, order entry, etc.). information tools to find it and sort The Extended Enterprise blurs it for you. these geographic and functional • You could receive an individual boundaries. Computer syst.ems ized newspaper each morning. throughout the enterprise become • If your daughter were preparing interconnected, exchanging infOlma a report on American history, she tion and performing transactions could do\o\nload a document from the seamlessly. Even more, the enterprise's Library of Congress to her home PC. computer systems are connected to Amazingly, all of these predictions those of its suppliers, its business already are becoming reality, thanks partners, its retailers and even its to a single technology development: customers. The term "enterprise" the Internet. itself hac; been extended and broad The Internet, that vast "network of ened to include businesses of all sizes, networks" tJlat started in the govern as well as the home. ment and universities more than 20 Imagine that you want to buy a years ago, has become an "infor book. You browse through catalogs, mation super highway" that connects people all over the world. Children HP already is helping to make the Internet more in the future may reliable for business in significant areas... nl"ver know a time when global information wasn't instantlyavailahle bestseller lists and book reviews, then at the touch of a button. place your order. The bookstore Speaking to an Internet World cheeks for stock and contacts thl" trade show audience in March, Rick warehouse if necessary. The book is Belluzzo, executive V.P. and G.M. of delivered to you and charged to your HP's Computer Organization, said, credit card. At the end of the month, "We believe the Internet is as signifi you send the appropriate amount cant a development as the printing from your bank account to tile credit press." Tn [ael, Internet technology is card company. at the core of HP's entire computing 10 MEASURE A March 19 press conference to unveil a new Microsoft/HP relationship drew top officials from both companies, including (from left), Ann livermore, V.P. and G.M. of HP's Worldwide Customer Support Operations; Microsoft Chairman Bill Gates; HP CEO Lew Platt; Deborah Nelson from HP's Customer Support Americas; Rick Belluzzo, executive V.P. and G.M. of HP's Computer Organization; and Deborah Willingham, V P. of Microsoft's Enterprise Customer unit. Now imagine that all of the above But successfully extending a com tools for integrating mixed environ transactions take place via computer. pany's enterprise depends not just on ment,> that. include not only UNIX You access an electronic bookstore the Internet, but on every part of lIP's systems and Windows NT, but older from your home PC. Intelligent com Computer Organization. In addition to mainframes and other systems as well. puter systems in the bookstore, the the Internet, Rick has focused HP's Currently, HP's UNIX (HP-UX) and warehouse and the shipper all interact computing strategy on several key Windows NT require different platfOffilS to get the book to your home within areas that can benefit businesses of -the hardware the operating system days. Likewise, the transactions all sizes, as well as enhance the tech mns on. Again, HP has adopted an between the bookstore, the credit nology that we use in our homes. inclusive strategy, forming an alliance card company and your bank also Here's a closer look at these areas: with Intel to jointly create the next occur automatically, using computers. gew~ration platform. Not only will this Rick believes that the Internet ha.."i Leadership systems platforms new platform improve computing per the potential to support entire enter Enterprise customers tend to have a formance, it will allow customers to prises this way, radically changing mixture of diverse computer systems run either HP-UX or Windows NT on the way that companies do business. that don't communicat.e or interact the sanle machine. HP already is helping to make the very well, making it difficult to Internet more reliable for business connect all of them. lIP's strategy Innovative solutions delivery in significant areas, such as net work is to help integrate all of the pieces, Enterprise-level solutions-systems management, measurement and starting at the operating system and that perform specific functions, such security-areas in which HP can platform level. as accounting or automated assembly contribute its industry-leading expe Unlike some competitors, HP sup -are fairly complex and need to be rience and expertise. In addition, lIP ports both of the leading enterprise substantially rewritten for every is working to make all of its product.s level operating systems, UNIX and different situation. HP's strategy Internet-ready. l'vlicrosoil Windows NT. HP's inclusive strategy also includes providing better May-June 1997 11 Extended Enterprise includes a con Traditionally, cept called "solu books and news • Gartner Group HP tions frameworks" industry average papers are printed -software build before being phys ing blocks that ically distributed. can be reused With HP's "dis from one solution tribute then print" to another. model, informa Solutions tion is carried frameworks electronically, reduce costs and then printed indi development vidually by users times, as well as 1 as needed. HP's complexity and ur "mopier" takes risk because advantage of this custom solutions model, replacing can be built from both plinters and reusable pieces copiers with a Cost of maintaining TIme to resolve that are already a PC annually a PC problem single machine stable and reli that prints, col able. HP, along HP's internal cost of ownership for desktop systems is 5200 million less than the industry lates and staples with its many average, thanks to tools like PC-COE, InfoNet and AIM. multiple original partners and copies ("mopies"). resellers, can provide better and easier ownership of a computer system. An With HP PhotoSmart products, solutions for all ranges of customers, automobile may have a low initial pur digital cameras can output directly to from small businesses to global cha~e price, but if it gets terrible gas photograph-quality printers. You can enterprises. mileage or needs constant repair, then send photographs electronically to you can end up paying more for it in friends and relatives, view them on Services and support the long run than you would for a your television and even edit them on Once the enterprise is extended beyond higher-priced model. Similarly, the your home PC. its traditional boundaries, the entire purchase price of a computer system From platforms to solutions to computing environment becomes is only one component of its total support, HP is well-positioned to help "mission critical," requiling high relia cost. Again, HP's comprehensive businesses of all sizes extend their bility and performance. HP provides strategy involves looking at the entire enterprise. The Extended Enterprise industry-leading support for its sys customer life cycle, from designing a could mean a dramatic innovation in tems and solutions, as wen as a broad system's architecture through imple computing that fundamentally affects range of services that span the entire menting, operating, managing and businesses and the way that they customer life cycle, from planning and supporting it. interact with us. M fmancing a system to maintaining it into the future, Innovative new products (RusseU Lee is an executi1Je speech and services writer in HP's Corporate Communi Total cost of ownership HP also is developing many new cations department in Palo Alto, An important issue related to long products that can greatly enhance the California.. -Editor) term support is the total cost of Extended Enterprise, in areas such as printing and imaging. 12 MEASURE YOURTURN MEASURE readers share their views on matters of importance. A rare opportunity The gentle touch seen recent full-page advertisement.., Thanks for the interesting article on Thmlk you ('or t.hf' sensitive article in the The Wall St1'eet Journal and the donation of HP equipment to the about Dr. Holmes Morton and his 11ME magazine. I suppose this series Clinic for Special Children in Lancaster clinic for Amish children. I was horn of ads is building name recognition County (Mar<.:h-April MEASURF:). in Lancaster (County, Pennsylvania) rar HPJ butI'm afraid I don't see how Writing thal is sensitive to the and brought up to respect their "plain" chocolate-covered bugs, bronzed beliefs of the Amish is a particular way of life. meat.l oaf, a guy in his underwear and challenge. Your respect of the privacy I'm glad HP is helping-and being engineers who aren't real people are of the Amish individuals written about inspired by-these gentle people. going to bring alIT company any respect! wac; noteworthy and appreciated. PARKER SWANSON The guy dressed only in his under In the same vein, will you please Corvallis, Oregon shorts reminds me more of a Cal"in clarify the photographs of people in Klein ad than anything I'd expect HP the article? Are only models depicted Just for the record to be associated with. I fail to see how or did you receive the explicit permis this and the "Built by engineers. Used I see that people could not make up by normal people." slogan promotes sion of those individuals or their par their minds whether to call it Y2K or ents? I was not aware that there has HP's "50-year heritage of engineering YK2 in the "Bracing for the year 2000" excellence." I'm all for humor in been a relaxing of Amish values mticle. Would you please clear lhal uP? around images of themselves. advertising, hut these ads just make LEN CROLEY lIP look stupid. BETTY ConLIvlAN FOJt Collins, Colorado Corvallis, Oregon ART UPHAM Spokane, Washington The ablmniat-ion is Y2K for Yea-r Thal.'s a good point, Hetty. WriteT 2UOO. Thanks, Lrm.-Editor Thomas Ubi-ch, 'Who sprmt several Correction days in LancG.ster County research MEASLRE m:isspeUed Cvnvex ing the stmy, e.1.:plain..<;, '~4mish men The missing link Iou:nder Bob Palu.ck's last na.me i.n and 'Women consider a portrait of I tried to get more information about I.he arOde ''i1 tale of two cultures" in volunteering at local schools (Jcmuary lhemsetve~<; lo be a. 'graven image.' I.he March-April edition, We regret Rachel Fischm' allowed photogmphe,' February MEASURE), but I received the en'm·.-Ed·ilo·r Clark Mishler to take pictut'es ofher an error message. Is t.here another daughte'rs at the clinic and near the way I can go about this') JUDYDERE stable because they are not Amish. le8!l~e Rebecca and her sister can't join the Cupertino, California S41nd Amishfaith 1tntil they are adult.s. Do you have comments about 'Wo Amish man or woman posed Tr.l/ au' K-12 Wei) site at http://hpweb. something in MEASURE? Ifwe for the other photos tho,t appea.T in corp,hp.com/Publishlk12indcx. publish your letter, you'll receive 'Keeping the Faith.' Because vfDr. Once you"re tlwre, click on the a Dr. Cyberspace MEASURE Holmes Mot·ton's standing 'in the "Why We Care" 'iron, then the T-shirt (one size fits most). commu.nity, the photographer was "Votunleer-We Need You!" button. Send yOlIT comments to given the mre opportu.nit:l/ tv mvve The C?/ficial HP pohcy is at http:// Editor Jay Coleman. The fax freely among the Amish, photograph persweb.corp.hp.(~om/ppg/pra(~tice/ number and addresses are on ing them as they live." k-12pol.htm.-Edi.tor page 3. Please limit your letter For additional photos and injor to 150 words, sign your name mation, see http://hpcc920.extcrnal. Making HP look stupid and give your location. We hp.com/ahouthp/features/amish. I read with interest your article in the reserve the right to edit letters. -Editor March-April1YIEJ1SURE aboul BP's advertising. 'While 1have not seen any of HP's recent TV advertising, I have :\lay-Jtme HJ97 13 Did you hear the one about...? By Tena Lessor "Get him out of here' Get him oul of Spending 24 hours a day wilh her here~" a panicked woman cried 10 .Joe newly retired husband had become a Barr. Joe, an HP retiree, iUlswereu her nightmare for thE' woman, .Joe says. With more than 13 million desperate call to the HP Executive At her wits' end, she ('alled HP, customer support calls Customer Support Group, also known hoping the company could fino her a year, every now and then as the "Lew line," which helps answer husband-who had workeo in the complaints to CEO Lew PIaU's officE'. computer industry-ajoh, any job. afew wacky ones come "He's driving me crazy. You 'v!" "JusL gd him out ofthe housf'," HP's way. got to get him out of here," shE' she pleaded. sl'reamed again. .JOf' di reeled hl'r to sev€'ral asso HP cusLomer service and support ciations in the al'l'a that her husband centers around thE' world receive an could join. astounding n million posl-sale cus Abont a wE'ek laler. Joe received lomer calls each year-Lhat's more another call rront the woman, nmeh than 1 million calls a month. calmerthis time, lh'U1king him. He The majority of Ow caHs are simi had provioed a solution. lar: "Uh, hello, 1IP'~ My print!:'!' isn't Handling f'wry call professionally working," or "IIi. I just buughl .m HP and sincerely, providing a solution, Pavilion PC. IIow do r operate L1H' and, in the eno, satisfying customers huilt-in scannf'r'?" But. f'vE'fJ' once in are every IIP rpp's main goals, even in awhile a call with a twist comes in, humorous or bizarre situations. such as the one Joe receiverl. Following are a fpw of tilt' unusual calls that reps at lIP's customer- support centers rE'ceivf'd. 14 MEASURE "Killer bees in my keyboard" mer spouse could not be spying I waited too long! One HP customer thought his new through the Pc. But to no avail A customer called an IIP cllstorner HP Pavilion PC might hum, but never tJ1e lady could not be convinced. support line to report a defective expected the buzz he heard after inkjet color cartridge. After waiting opening the box. He found two bees Sorry my payment's late awhile, he became irate and demanded inside the keyboard. HP Americas Response Center's 800 to speak to HP's CEO. The call was He was concerned that the bees number has been confused with the transferred to Fran Rude, had damaged the keyboard and that credit dcpartment of Montgomery who manages the "Lew HP was contributing to the larger Ward, a u.s. department store. line." Despite Fran's problem of letting killer bees or other Several customers have called, extreme elIorts to sat unwanted critters inLo the country. trying to explain why their pay isfy him, the customer The agent at HP's Channel Prod ment.s were late. sued HP. Reason: He ucts Response Center in Boise, Idaho, waited too long on the assured him that lIP is not contribut Case of the pregnant hamster phone. For retribution, ing to the killer-bee problem. The One day a woman called the Channel ) he wanted HP to videotape agent suggested that since the key Products Response Center, explaining CEO Lew Platt sitting at his desk board appeared to work fine, he that her pregnant hamster had on the phone for two hours. He also should wait to see if problems would escaped from its cage and crawled wanted IIP to give him an HP scanner arise. Ifthey did, he could return it to inside her HP Deskjet printer. She to hang over his Iireplace as a trophy his rescller. The customer seemed called HP to find out how to take the to show he ;'heat" HP. content with that and hung up on a printer apmt. He lost the suit :\1 positive note. HP agcnts can't advise customers how to take their equipment apart If you receive calL<;fmm u.s. C'U:'; Computerless printing because of liability and warranty rea (orner:,; 'who need product assistance, Great strides have been made in HP's sons. However, t.he agent suggested d·irecf. lhe-rn to the follOWing c-ustomer printing technology, but one customer other ways t.o coax the hamster out. phone snpport lin.es: was way ahead of the times. Nothing worked. Pm-safe call.s: (800) 724-6631 The customer called Simon of The woman decided to put the Post-salP- raU~: (800) 752-0900, the Customer Relations Group in the printer in an empty bathtub in an (208) ,'~28-8251 United Kingdom, complaining that his unused bathroom to wait for the ham HP printer didn't work. It turned out ster to come out on her O,""TI. This that he didn't have a computer. location also would hide the situ He was trying to print just by ation from her husband, plugging the printer cord into \vho was already angry What's the funniest or most the wall. about the number of hamster:,; they'd accumulated bizarre HP phone call you've All eyes on you and wouldn't be happy received? We'd like to hear about it. Selected stories will The HP Pavilion PC 800 linc about losing a printer to one. be published in the September received a call from a recently Happy with her plan, the woman October MEASURE. (Send divorced woman who believed that hung up. them to the address on page 3.) her ex-husband was spying on her The agent followed up the next day Include your full name, entity through her HP Pavilion PC. and learned that the hamster had name and telnet number. Sub For more than 20 minutes, the delivered its litter inside the printer missions must be received no agent probed to understand how this and had come out during the night. later than July 11. could he with no video camera, no The babies werc coaxed out later. modem and no tapped telephone line. The woman thanked the agent and The agent tried to reassure the then asked if the printer damage caller that she could relax-her for would be covered under warranty. May-June W97 15 IN FOCUS The many faces of HP in Japan Japan is structured tea ceremonies, perfecr. bonsai plants, artful noweI' arrangements and serene Zen gar dens, all reJlections of a formal and ordered society. It is also dense erowds, Sumo wrestlers, hi!4h-speed bullet trains and sentimental, Sapporo-fueled kara,oke singers. Japan is a huge and influential global power. it is quality personified. After several difficult years, Japan is pulling on yet another new face to jump-stm1, its economy, says Katsuto Kohtani, president of Hewlett-Packard Japan (HPJ). "The government hn.<; tightened its budget, stopped special ta.x cuts and raised consumption tax rates," he says. "Perhaps most significantly, the government has started deregulating parts of its strictly protected domestic economy, beginning with insurance and telecommunications. OJ The economy is picking up gradu ally, Katsu says. The weak yen is a bonus for the largl' companies that export a great deal, such as auto makers ood electronics finns. Many companies have restmctured their costs and cut. spending the pn.<;t few years. top _ 0.., HPJ is holding its own, Katsu says, (from lett) Momoko Kishira, HP By day, Mitsuru Ayatani, (left} is and is shooting for $:1 billion in sales Japan public relations senior an application engineer in HPJ's for FHJi. "Our enterprise business coordinator, leaves her son, Test and Measurement Organiza has been getting a huge number of Yukihiro, and Kuniko Koshimizu, tion's Test Engineering Group. an order coordinator for HPJ's He has played the lute for 15 inquiries. Although our semiconduc Test and Measurement Organi years and performs about six tor test business has had a tough time zation, leaves her daughter, concerts a year with his friends. Akiko, at day-care before head ing to their respective jobs in right Takaido and Hachioji. Shigeki Mori, reseller account manager, often has to conduct business "on the run," as he does here in the midst of Akihabara, the famed Tokyo electronics district. 16 MEASL]{F: Japan the past one-and-one-half years, now Japan and the rest or the HP world, Japan to HP's standard, merit-based we see its customers changing strate and I've tried to close it. Our basic pay system, replacing HPJ's tradi gies to focus more on high-speed, philosophy is to follow HP standards tional seniority-based structure. specialized processors, which is good as much as possible. We changed the Some of these changes, as deep as news for us. The Computer and Test nanle of our 33-year-old joint venture they go, have not come ea<;ily to HPJ and Measurement organizations are from Yokogawa-Hewlett-Packard employees, Katsu says. But they are doing well, especially in the telecom which had a very strong identity but all part of a balancing act HPJ and munications industry, which is really set us apart-to HP Japan." Japan itself must perform to retain booming in Japan." He also has overseen the standard their strong cultural identities and To keep HPJ strong in tough times, ization of HPJ's LT. infrastructure, robust fiscal health. M Katsu ha.c; made significant changes induding PC networks and voice mail, -Jean Burke Hoppe since becoming president in 1993. "I so Japanese employees and customers felt there was a big gap between HP can use HP's worldwide resources fully. And he has moved Hewlett-Packard 18 MEASURE left above Personal Information Products Harunori Kakizilwil has spent 25 Group Japan Marcom Manager years perfecting the ancient art Yoshiki Sumimura, his wife, of sculpting bonsai plants. He's Mika. and infant son, Kohta. the director of UNIC Corpora celebrate 2-year-old Sse's birth· tion. an HP business partner day with an outing to Shinjuku that customizes HP's Work Gyoen Park. Manager and Process Data Management software. right Momoyo Kikuchi, a member of the admin services team, and Haruhisa Kondo, admin services manager of the Takaido sales office, make sure a package gets out on time. May-June lfIf.l7 19 By Mary Weed-Pickens CAIRO, Egypt-A sea of dependable sales, service and SUppOlt of HP tech lIP chemical-analysis equipment. nology. The team provides around probably is enough to make Dr. Sawla the-clock service to a growing number An HP sales manager and Doghcim's laboratory the finest in of public- and private-sector customers. distributor forge astrong Egypt, if nol t.he entire Middle East. Maintaining top-notch customer relationship with HP's But il's the relationship with HP relations and service in a developing people, Dr. Dogheim says, that has country such as Egypt requires more "most loyal customer." made her HP's most loyal customer than just deal-making and business for the past eight years. as-usuaL It involves contacts with "Back in 1989," she explains, "our Berty's Geneva-hased multicountry Egyptian citrus was shipped to Fin operations directly to big customers land, but foood to be contaminated. to support the distributor's efforts. So the shipment was rejected and And the relationship includes keen destroyed in Finnish waters. Fact ideas such as storing spare' parts in finding missions revealed ooaccept Egypt before customers need them, able levels of pesticides and heavy ensuring zero downtime. metals in Egypt's exportable fruits "Anticipating needs instead of and vegetables." merely responding to them is one way Dr. Dogheim knew about the we work to dazzle and delight our reliability of HP's Chemical Analysis customers," Berty says. Group (CAG) products, but she was Zaki EI-Gouhary, Orascom looking for more. She met with CAG chemical-analysis sales manager, learn members and was sold immedi says that he admires Berty as a ately on their high caliber. respected business associate who hac; "I admired the intelligence of the taught him a great deal, and for his HP people," she says. "1 raised a prob interpersonal skills. lem and they had a solution." "I'm trying to spread the lIP Way Since that meeting, the Laboratory idea," Berty says. "Everyone should of Residual Analysis of Pesticides has be treated alike." been Egypt's first inlernationally accredited laboratory for residue analysis of pesticides and heavy metals in food. The lab includes the latest models of lIP ma'>S spectrom eters, gas chromatographs and related technology. The lab's success has grown, as has HP's chemical-analysis business in the territory-doubling every year since Berty Tyloo became responsible for sales in Egypt in 1992. Berty teamed with Orascom, HP's sole distributor in Egypt, to provide Dr, Sawla Dogheim, who heads Egypt's top analytical lab, says that HP equipment has made her facility a center of excellence. 20 MEASURE An Orascom colleague adds, UBerty is a real manager. He makes decisions and stands up for them. We work with Berty as a friend, not as HP and Orascom." According La Berty, it's the int.an gibles that make great relationships, whether it's with customers or distrihutors. "You can't mea..<;ure the success of our field organization just in monetary terms," Berty says. "Our success is based on tmst, flexibility and human qualities that make the customer and the distributor believe in HP. "In the environment where we work. one should not have a sales 'hat' only. Tme success involves a deeper relationship." Since it began its relationship with HP, the Egyptian lab has rorged a strong tie with Finlanci. Tociay, Egypt exports more than 100 tons of fruits and vegetables each year to that Nordic country. And along the way, HP has man aged to "dazzle and delighf' its most loyal customer. "It's very good to haw HP equip ment here," Dr. Dogheirn says. "But I can assure you that before we put our money into an eHort, we make sure that we have the right people to work with. "Our instiLute is a center of eXCellf'l1Ce now, thanks in large part to lIP." M HP's Berty Tyloo (center) meets with (from left) Amr Fathy and Zaki EI-Gouhary, sales (l'lJmy Weed-Pickens w01-ks in HP's representatives from Orascom, HP's distributor in Egypt, on a sidewalk in Cairo. Eu'1'opmn c01nmun1:rat?:ons/publ-ic affa.irs department i.n Gen.eva, Switzm'l.a.nd.-Edilnrj May-.Tune wm 21 Is there a second brain in your future? By .Joel Birnbau1n (In Mnrch, .Joel Bimbnum, HP senior nection, how our sensory organs are vice president-R&D and director of connected, and how pattern recognition, HP Labs, made a majo?' presentation memory and problem-solving work. Stretch your mind-or use on "Computing Alternatives" at the Before you scoff too much, you your auxiliary brain-and Associationfor Computin,q Machinery should consider whether you would imagine what life with two (ACM) 1997conference, "The Next have believed, even a month ago, that 50 Years oj" Computing, "'in San Jose, a sheep could be cloned from adult brains would be rke 50 Californ'ia. Joel was one ojseveral DNA. This was considered impossible years from now. speaken, 'who were a.sked to speculate by almost all of the world's researchers on what infonnation systern.c; will be until the first bleats were heard in like in 50 yem's. Below is a small Scotland, It even turns out that onc portion ofJoel's speech. of the key steps in this remarkable For the complete text, inclUding process involves the insertion of elec Joel's tJwughts on quantum computing, trical probes to generate the heat DNA-based computing and opt'ical which is nonnally a product of fertil computing, check out the HP Labs ization. Dr. Frankenstein would be Web site at http://v\.'WW.hpl.hp.coml very pleased by this latest triumph of managemcntJspeechcs/acm97. You the vision of science fiction. also can see the ACM home page at So I think that we should ask our http://www.acm.orglacm97/home. selves whether it would be possible, if htmJ.-EdUor) I'd like to spend a few moments speculating on Dr. Frankenstein would be very pleased by this some of the latest triumph of the vision of science fiction. possible conse quences of these unimaginably powerful computers we understood how the brain works, and vast memories. to create a wearable auxiliary brain I'll try to follow my own prescrip that could augment our abilities to tion of not being too shy by asking reason, remember and communicate. you to suspend your disbelief that A related question is, "Would we have some things that we do not know the computing power and storage to today will never be known. I'm think do it if we knew how'?" My answer is ing, for example, that over the next "Yes," through the application of mas half-century, we may well learn how sive parallelism, perhaps using the thc brain functions. That is, wc might understand the pattern of its intel'con 22 MEASUI{J:; outgrowth of some of the early work stand the basis of creativity, and that I've discussed today. it will be possible to augment our Such an extra brain (or brains) inventiveness. would have the capacity to store all We should also assume as we think your life's experiences, recorded ahead 50 years that we will know through wearahle sensors for audio, enormously more about the work video, touch and smell. If you esti ings of our bodies, our emotions, mate the numher of bits needed ror a the nature of disease and aging, full sensory acquisition for, say, 40 and that computers of the power years. you could, in principle, replay we have been considering will those experiences on demand in be ahle to affect these aspects real-time, by transferring the infor of the human condition as well. mation from your auxiliary brain to One of the hardest problems to your real one. This might enable a solve will be the coupling of lifestyle similar to that idealized by humans to such machines. I the romantic poets, who crammed believe the most effective chan as many experiences into the first nel would be directly by thought 30 or 40 years of their lives as pos pattern, since this could take sible and then spent the rest of advantage of the massive paral their lives at leisure reliving them. lelism. While we have essentially If our knowledge of language no understanding of how to do and speech recognit.ion has com this, even today modern SQUIDs mensurate breakthroughs, then (superconduding quantum interfer our auxiliary brain might enable ence detectors) can detect changes in us to translate simultaneously magnetic fields far smaller than the from one language to another. I size of brain waves and can, in fact, don't think the limiting factor will detect the electromagnetic activity of be computing power. the brain through a variety of helmets To stretch your credulity a bit and other dc'\:ices. So even something further, let's imagine that brain that seems t.his far-fetched is not research has progressed to the point impossible, only extremely difficult. that the individual characteristics of I'd like to leave you with a question a pat1.icular person's brain can be that I hope you will consider: \\-11at mapped and that a transfer function will it be like to be a hwnan in 2047? M can be created to impress that person ality on the auxiliary brain. While this might take more than 50 through another's consciousness: years, it opens the possibility that we taste the wine throngh the t.aste buds could experience sensory events ofa great sommelier, or hear the opera through the ears of the diva. Perhaps one day we will even under- May-June 1997 23 By Jean Burke Hoppe Political coups can change govern longer appear); the foreign-exchange ments overnight, but Hong Kong has reserves will remain separate and had more than 10 years of preparation. llllder the control of the SAR; and fun Since 1984, Hong Kong has Finally, it's imminent: On July 1, China damental freedoms will not be changed. been under the microscope, will regain control of this croVVIt colony, Despite some pretty dire predic as economists, politicians, beginning a new era in Hong Kong's tions, especially in the West, the mood colorful history. in Hong Kong is very much "business psychics and seers have Grand ceremonies have been as usual" as the deadline approaches, tried to predict its future. planned. The union jack will be low says Jack Lee, HP Hong Kong general ered and replaced by the new white manager. It's often been said that on-red flag of the Hong Kong Special Hong Kong sees 1997 as a process, Administrative Region (SAR) of the not a date, so no one expects the People's Republic of China. Official colony to change overnight, Jack says. songs and sym "I think there's a phonic works feeling of, 'Let's have been com get on with it.' posed and selected. The surprise is China's People's "It's so obvious that China and that there are Liberation Army Hong Kong need each other. " no surprises." is ready to march HP has about in and replace the 550 employees in British military. And on June 30, Hong Hong Kong-360 with HP Hong Kong Kong will celebrate Queen Elizabeth's and 190 in HP's Asia Pacific headquar birthday as a national holiday for the ters. The company has no plans to last time. July 1 now will be a national change its regional headquarters holiday known as SAR Establish because of the hand-over La China. mentDay. "Dick Warmington (managing director For the next 1)0 years, Hong Kong of Asia Pacific) and I have announced is expected to maintain its promised it to our employees and publicly. "high degree of autonomy" under the We're here to stay. "one-country, two-systems" principle "HP chose Hong Kong as its regional agreed to in the Sino-British Joint headquarters in 1979," Jack says, Declaration in 1984. "because of its central location in Asia The "Basic Law," agreed to by the Pacific; its proximity to and involve British and Chinese, enSlU'es that ment with China, which is expected import and expOlt regulations will to be HP's fastest-growing market in stay the same; the tax and taliff Asia for the foreseeable future; and structure will remain unchanged; the its open and advanced infrastructure. currency will remain separate and These fundamental reasons have not will stay tied closely to the U.S. dollar changed. They are stronger than ever." (though the queen's picture will no 24 MEASl:RE So far for HP it's Mbusiness as usualMin Hong Kong, which reverts to rule by the People's Republic of China on July'. Jack says there is a lot of specula The PRe influence has greatly pIe, journalists may have to apply to tion about Chee-hwa (C.H.) Tung, increased in Hong Kong, politically, cover events or news stories." He appointed in December as Hong economically and socially over the says, jokingly, "This will be very Kong's first chief executive of the last 10 years, Jack says. "This has different. Today, here, the media is Hong Kong Special Administrative been good for everyone; it's given us worse than-()r just as bad as-the Region. "I think the public is still try a chance to ease into the situation, media in the U.S." ing to form an opinion on Tung. to see how working together will be. It's going to be an interesting few There's not enough public information A lot that is going to change has years in Hong Kong, and Jack is about him." changed already." happy to be a part of history-in-the By late February, Tung had made Another sign of confidence is that making. It is, after all, difficult to most of the secretary-level appoint demand for property is so high that imagine his cosmopolitan, bustling, ments in his government. And a real estate prices-up 30 percent in breathtakingly beautiful, civilized Provisional Legislature has been 1996-are expected to go even higher Hong Kong as anything but one of established in preparation for July 1. this year. A single-family home on the world's most dynamic and suc (These legislators will have one-year Victoria Peak sold for a record $70 cessful cities. M terms; new, open elections will be million last November. held in 1998.) Despite the optimism, there are (Jean BUTke Hoppe is a Li.ncoln, A February poll found 80 percent still concerns. Some fear a crackdown Nebraska-based free-lance writer. of Hong Kong residents confident of on political activity by Beijing. Others -Editor) the territory's future under China. The worry that bureaucracy, corruption biggest reason? Economics. and crime will increase. Many are "It's so obvious that China and concerned about retaining basic free Hong Kong need each other," .Jack doms, such as freedom of speech, the says. "Hong Kong provides ac; much as press and religion. one-third of China's foreign exchange, "News and information may come and Hong Kong relies on China's to us with a different flavor," Jack huge market and lower operating says. "The PRC is more systematic and land costs." and controlled about this. For exam May..June 1997 25 ON MY MIND Whatsina ~ The pressing question in my mind, By Dtf..'i·s OV'iedo !!' ~ however, was "How amI going to get Back in the 1970s, I overheard one of '5 back into Fran('e tomon ow without a my collt'agues at the office in Long g passport"?" The next day I t.houghl lo Island, New York, give our company myself, "Let's see if this thing works name to someone over the phone. again; olhel,"vise, I'll have to do a lot After a moment of silence he replied, of explaining." "No, this is not the Julius Packing I clipped my badge to my shirt Company; this is the H-E-W-L-E-T-T pocket as I approached French cus P-A-C-K-A-R-D C-O-M-P-A-N-Y"-and toms. The gendarnw lookt'd al the he said it twice. badge, looked inside the car and It was quite normal in those days asked, "Hewlett-Packard in Lyon')" I that the general public wasn't aware smiled back and said. "No. in l'Isle of our company name. Outside of el'Abeau," the small French town near the engineering community, HP Lyon where HP's European Training was unknown. Center is localed. The guard smiled "'asl. rorward to I(:)(:)7. A couple back and said, "Ah, I'lsle d'Abeau, of months ago, I was in France on a Rockville, Maryland's luis Oviedo sure, sure," and waved me lhlough. business trip. One day I packed some The entire t'xchange lasted less than belongings for a weekend visit to w.uting and wondering what would :30 seconds. Switzerland. As I always do-even happen next. In the two-hour drive that followed, on vacation-I dipped my HP badge AHer several minutes, the Swiss I reflected on lhe big changes HP ha" to a piece of clothing inside Illy bag. guard came back all smiles and asked, gone through over the years. Being About halrthe time, the Swiss ('us "Do you work for IIewlell-Packard "inside" all these yt'urs it's difficult to toms police nwrely wave thf' slowed Company?" "Yes," I said. The guald realize how lIP's image has become down drivers through. That day thf'Y turned to the French gendarmes and known and held in very high stmlding were checking all drivers. Suddenly, explained. Everybody smiled and we the world over. to my dismay, I realized I had left my walked outside. Change hasn't. always been COIll passpOlt at the hoteL My car's spare tire was on the fortable' for us sincf' thE' days wtwn I told my story to the guard, and ground next to my car and my helong some people thought of us a..<; t.he he asked me to step inside the guard ings were strewn allover the inside. .Julius Packing Company. Never post. There, the Swiss guard related The guard picked up the spare tire thE'less, I can say that, fortunat.ely, my story to a French gendarme. It's a and locked it in the trunk. He dosed change caught up with me at the right story they'd heard many times before. the lid and told me that I could con time and place. And I guess I wouldn't The gendarme used his two index tinue into Swilzerland. want it. any olhpr way. 1\1 ringer::; to simulale sharpening a pf'n As I droVl'~ away, my HP nillne cil with a knife as if to say, "Shame badge slid offthe dashbomd and onto (Luis A. Oviedo, U Mulrivcndor on you." the ('ar floor, and the Whole amazing Services Division ji.el.ll-development Jlaughed but felt emharrassed and incident came into focus: The Swiss enginer-r. works in HP'~ Roc/wille, helpless. The gendanne went back to guard found my name badge and ]l,jatyland. Tm'in'in,g C(Ynter-Editor) othE'J' husinE'ss whilE' I stood there. admitted me into Switzerland on the ba<;is that, presumably, I work for HP; it \vas as though that wa." a guamnLec of social and law-abiding hehavio.t. 26 MEA~a'm~ WEB-WISE , th JJ )Inti tronic version of a print publicat.ion pondered the age-old question, "'vVhich that covers Web sit.es. Plf"tty orhicular! came first: the chicken or the egg'!" But if all you're' l'f'Cllly interested in My favorite response comes from a leatlling more about is ehicken'5 and Chinese proverb (spott.ed on a poster E'ggs, check out http://l'\''ww.aeb.or~, in a Hong Kong shopping mall) that the official site of the Anwrican Egg answers, "A chicken is merely an Board, complete with f!gg trivia egg's way of producing anothC'r egg." and an eggcyclopeclia. The real answer is that chickens And don't forget to VIsit my and eggs are extremely interdependcnt. Web site. inside the HP firewall The world would not be complete (sorry about that, HP retirees) at WIthout both. http://hpweb.corp.hp.comIPublish/ A surprisingly simil,u relationship eddo(,tol'(·/main.htm. Drop mc an has developed between print maga l'-mail when you get there. 1\1. zines and the Web. Early Web propo nents predicted that the Internet would developments (such as Wl'l{fV) and quickly put an end to prillt puhlications reviewing popular sites (The Dilber t as we know them. Boy, were they Zon(' at hUp://www.uuitedmedia. he sites visited ever wrong. The Web is spawning all com) and bizarre sites (Cat Food: the in this issue sorts of new pI intlllaga~ines. other white meat at http://www. http .parismatch.com Let's go back for a moment.. In the Ncosoft.com/stealth/catfood). France's leading magazine bl'ginning, t.here were magazines Like 1II0st magazines destined for (Life, The F:conornist, ,'tfEA,9URE). sale in racks in grocery stores and http://www.barrons.com When the Weh came along, someone bookstores, Th.e Web lv/agazine and Time to get yom finances in had the bright idea of creating Web YlL both resort to celebrities' fa,es on order wrsions of print publications (e.g., thl'ir covers t.o hoost sales. Past issues http://www.unitedmedia.com/ http://www.parismatch.com or have feat.mecll'O'ker David Bowie, comicsldilbert http://\,",ww.harrons.com). TV show Bny7l'Qtch'.s G('na Lee Nolin Great comic strip for anyone Many existing magazines, espe and Microsoft's Bill Gates. Both maga working in any company cially those covering the computer zines prOVide convenient tear-oul lists industry or business, started regular of some of their recolluuendecl sites. http://www.Neosoft.com/ columns devoted to thl' phenonwnon And both do a vcr)' good joh of orga stealthlcatfood called "the Wcb." nizing Web sites so you can pick those Bizarre: cat food for humans? It was only a matter of time hefore that are of most interest to you: health, http://www.yil.com someone decided to print an entin~ music, politit's, travel, spOltS, scien,e, Yalwo! Intenwt L'ife magazine magazim' devoted to the topi,. Enter sex, mom'y and gamf's. The Web 1lla.Cjazi lie aud newssr.ancl If the magazines fail in any area, it's h Up://www.webmagazille.com rival Yahoo! in/ernel J,U(~ (YIL), providing cool tools for business. You The Web Afagazine named after the popular Weh dire, have to hunt awfully hard to find sites httld/www.aeb.org tory. YIL's editor explains, ''You go to that you'd consider lelevant to almost The American "Egg Board's Yahoo! for dill'ctions [0 sites on the any HP job. Most. of the stuff you find eggcydopedia lives herE'. Web; you come [0 us for info about in these magazines is best left for why you would want to go t.o those after-hours surfing from your home. http://hpweb.corp.hp.(·om! sites and for a sense of what all the At your own cost. Publishlccldoctorclmain.htm daily hoopla really means." Both Tlu? Wpb Magazine and YlL Dr. Cyberspace's online dinic Both try to put the Weh into also have their own Web sites. Think cOlltext for their readers, explaining about t.hat. one for a moment: ,m elec lVluy-JullC' Hl!J7 27 LETTER FROM LEW PLATT HP's chairman, president and CEO outlines the Computer Organization's intranet/Internet strategy. ....--or the last couple of years, we've all seen a feeding frenzy of companies touting their Internet capabilities. Some or our compeUtors have taken Microsoft Chairman Bill Gates tours the HP company archives with Lew on March 19 prior advantage of the wave of interest in to an HP/Microsoft press conference to announce the companies' new working relationship. the Internet and positioned them selves as major Internet suppliers, 2) the availability oftwo HP The message at both the December In typical, low-key HP fashion, PraesidiumlImagineCard solutions and March events was dear: HP is we've worked quietly and said little the first integrated security-enhanced the company to look to when you're about our Internet activity. smart-card solutions for conducting serious about doing business on the Soon, people began to ask: "Did business on the Tnternet and on cor Internet or getting the most out of you see the Internet trend developing? porate intranets; and your intranet. Did you underestimate its importance?" 3) HP Imaging for Internet archi How did HP watchers react? The answers are, "Yes," we've been tect\.U·e, which allows users to capture, Steven Milunovich, an analyst ""ith involved with this trend far longer process and move images and data Morgan Stanley, said, "We believe that than the word Internet has existed, a huge potential market for HP. HP's edge is that it has better platform and, "No," we didn't underestimate • The second significant event technology than IBM, is perceived as its importance. this time focused on our intranet more open and has superior direct To break out of our low-key shell strength-was the March 19 joint distribution. HP is in a good position and change HP's Internet profile, we press conference with Microsoft, at to meld PC and enterprise computing launched a two-week communication which we unveiled a shared strategy characteristies... " blitz in December 1996. The events of Simplified Enterprise Computing, Another analyst, David Wll of were an inl.raneUlnternet Day, our induding: Chicago Corporation, said, "It's a semiannual briefing for security 1) products and services that sim credible strategy. It's got breadth." analysts and a Futures Exe<:.uLive plify managing customers' computing Why is the Internet so important Conference, sponsored by Business environments and help lower their and why is HP a driving force in Week magazine, at which Twas a total cost of ownership; intranelJInternet technology? keynote speaker. 2) a collahoration Oil offering The Internet has become one of the In March, we followed up with two Windows NT-ba<>ed solutions to most important technological devel significant events: customers: and opment.s in our lifetime. Already it's • On March 12 at the Int.ernet ;1) solutions for heterogenous changed the way we get information, World trade show in Los Angeles, we computing emironments, which are shop, become educated, communicate announced three strategic initiatives: environments that use a variety of with one another and do business. 1) five solutions in the area of operating systems, including UNiX, In its simplest form, the Internet access, collaboration and transac Windows NT and others. is the ultimate open system. And as tions to help customers build their most people in our industry know, HP own intranets; 28 MEASU}{E has bE'E'n a leader ill olJen systems as HP OpenView and llP Nf't.Mpj rix is to distribm.e ird'ormation so thaT it 10ngE'r than some 0[" our ilIon' vocal systems-managenwnt platforms, can be printed-on un HP printer for competitOls havE' even exisled. So [[Ie • Sccurity is another key elE'menl ij" the best Quality-but only when it explosion of thE' Inrernet fits pf'!'feclly you're going to carry mission-critical needs to be. with many of HP's strE'ngths infnrmrlj ion and transactions a('ross Deliwring solutions goes faT To hl'1p our ('ustOlners capitalize the Internet. IIP hilS takE-n a leader beyond teclulOlogy, though. It includes on thE' Imernet oppOliunity, we are ship role in this arE'.1. with initiatives an integrated approach to thE' way focusing our efforts in three key arcas: such as the IntE'mational Cryplogra we deal with om sales force am] 1. Plat ror IllS. We have IntelTlet phy Framework-the only E'ncrypLion our channf'J partners, and the way enabled and lnternl'l-rc'ady platforms framework approved by the U.S. we provide service and support to in every IIP husiness segment. The govemment fOf export out<;ide of our customers. m~jor challenge we ["ace is taking this Lhc' Lnited States-and with SE'curity Thl:' Internet is an enorn1ously technology and using it to solve busi products such as HP Pracsidium and c:onllJlcx network No one company ness problems. This leads us to the HP Virtual Vault. not even HP-can do it. all. So we're second layer. That brings LIS Lo OIl:' top layer dE'vf'loping an extensive list of lnter 2. Enabling technologies. The ~t Delivering solutions For exam nE't p<1rtners with links to Mierosoft. primmy demE'nts are management, ple, with the intrarwt V\l:' can redefine Oracle and :-J etscapE', for f'XHlllple. In meaSUll'ment and security. how papf'r and infol1ll 3Iay-,hull' 1nn7 29 EXTRAMEASURE News from around the HP world t, IL . r Working on WorkLife harmony Have you ever felt there The 'Body-Mind-Soul' With live jazz and a After mini-Olympics and just aren't enough hours in theme focuscd on creating hearty lunch ofthe world's gobbling down Swiss choco the day to get everything harmony in the way employ varied cuisines-confirming late delights, kids created done? Have you ever won ees live and work. that the four main food artwork for the HP Europe dered what happened to The aroma of fresh groups are not candy, Cokc, Web site. your social or family life? baked bread filled the coffee and croissants For more information Employees and their morning as speakers dis participants began the after about WorkLife Harmony, friends and families explored cussed the hidden costs of noon's festive activities: take a look at http://www. answers to those questions being out of balance; HP massages, Aikido work grenoble.hp.coml at the WorkLife Harmony processes and programs to shops, aerobics, juggling worklifel. Day on March 12 at HP's reduce workload and st.ress; lessons and, ofcourse, more European headquarters in and how individuals can food, washed down with the Geneva, Switzerland. make a difference at HP. best red and white wines. Getting "MAD" at HP Little Falls LITTLE FALLS, Delaware- recognition program and its Employees nominate In June 1996, Little Falls first award recipient.s. "It co-workers, managers or a site employees received an was a marketing trick, but it team through an electronic e-mail messagc from Gen worked," says Jean Mooney, nomination fann, includ eral Manager Nancy Kerins site public-affairs manager. ing a hrief summary of with the subject "I'm MAD!" The Little Falls site estab the nominee's or team's employees have received To find out why, employees lished the tvlAD program to impact on the site or local an award. had to attend the next acknowledge employees' community. "We need t.o make sure coffee-talk meeting. good work and innovative MAD award certificates people see the good work At the coffee talk, Nancy work methods, and to are given out at monthly that's being done," Jean says. announced the Making a remind employees to make coffee-talk meetings, Since Difference (MAD) employee- a difference every day. its inception, more than 275 30 MEASL'HE IHP MAKES name to the Office Prod DOW JONES ucts Division (OPD) to HP has become one of better reflect the prod the 30 stocks that com ucts it now produces, induding all-in-om~ offer Visitors to the Ars Electronica Center view video. including TV prise the much-watched broadcasts, on a PC. milde possible with an HP video server. Dow Jones Industrial ings such as the Officf',Jet Average (DJIA), Pro 1150c. HP leaps into the future FORT COLLINS IFOUNDRY LlNZ, Austria-VL<;itors to space or a roller-coaster I VENTURE the Ars Electronica Center ride-and interactively ACQUISITION Cclestica International HP has joined Chartered (AEC), a "museum of the influence the scene. Semiconductor Manufac future" in Linz, Austria, will Young visitors can enter Holdings Inc. is planning to acquire HP's printed turing and the Singapore get a glimpse of what the a futuristic classroom- Economic Development future holds in art and com- Internet-connected and drcuit assembly opera- lion in Fort Collins. All lloard (0 fOffil a joint- puter technology. eqUipped with state-of-the- venture company to sup HP Austria is in a three- rot communication tech- affectcd employees will be offered ajob with ply semiconductor year cooperative agreement nology. This exhibit allows foundry services. The with AEC, which is the first students to create their own Celestica or another position within HP. new company, Chartered and only museum of its exercise book and then Silicon Partners Ptc Ltd, kind in the world. print it on an HP DeskJet will start constructing a AEC purchased at dis- 690C printer, IPHOTOSMART new wafer fabrication couoted rates an HP video CEO Lew Platt gave a SYSTEM facility in the Woodlands server, PC equipment and pre-taped inaugural address HP has introduced the Industrial Park of Singa several lIP peripherals. at the museum's opening HP PhotoSmart PC pho- pore in September. The museum consists of ceremony in October 1996. Lography system, which five themed levels. Visitors Since tllen, more than 57,000 includes a photo plinter, move through the build- visitors have visited the photo scanner, digital ISEVCIK ing trying out the different museum. camera and photo LEAVES HP stations. A popular exhibit To get more information graphic papers. Rich Sevcik, V.P. and is "Cave," a 3-D virtual- about the museum, take a G,M, of the Systems reality installation. Visitors look at the AEC home page Technology Group, left IPETERSON TO the company in April to step into a computer-simu- at http://www.aee.at. RETIRE lated world-a flight in become senior V P, of Pete Peterson, senior software for Xilinx. V,P., Personnel, will retire on August 1, 1997, I CORRECTION after 25 years with HP. Chris Christopher is I soccer update He has headed Personnel WO;ld CUp the new G.M. of the since WDO, when he also The HP World Cup the World Workstation Systems became a member of the intranet site is up and Cup program Division, which is part of HP Management Staff. running at http://www. and much more. the Technical Computing grenoble.hp.eom/we98. Check out the site for llllsiness Unit within The site post<; the pro- more information and Lo INEW NAME IN the Computer Systems gram objectives, high- learn how you can help SAN DIEGO Organi:tation. lights of upcoming events, HP score with World The San Diego Printer regional activities around Cup 9R. Division has changed its j May~Jllne 1997 31 PARTING SHOT A"steamy" vacation GEYSlR, Iceland-Iceland lar landscape," says Jose Natural hot springs that "It's amazing to see how tourists are few, but they're Puente, an HP field-logistics intennittently eject steam a geyser works," Jose says. fond of the Arctic island manager in the Worldwide and water into the air, "I eould see how, little by country, which abounds Customer Support Opera geysers are generally asso little, water filled the hole, with scenic beauty- tions in Madrid, Spain. Jose ciated with recent volcanic mixed with hot gases and sparkling glaciers, ice- vacationed with his wife in activity. began to erupt." capped volcanoes, glowing Iceland in July 1993. Jose captured the begin Jose took the picture coast.al waterfalls and bub Among Jose's favorite ning of this geyser's erup with a Canon EOS 600 bling hot springs. places is Geysir-a hot spring tion, which began with a camera on FUJI Velvia film. "You can clearly see how in southwest Iceland, from big, green bubble and blurp, its natural phenomena have which the word "geyser" followed by a roaring tower shaped Iceland's spectacu was derived. of steam. For U.S, address changes, use Change of Address fornl in Personnel on the Web at http://persweb.corp.hp.com. FI;i]I HEWLETT'!> Bulk Rate ~~PACKARO U, S. Postage MEASURE Magazine Paid PO Box 10301 Permit 3917 Palo Alto, California 94303-0890 Portland, OR