From the Editor

FROM THE EDITOR

" This is the most useless fluff I've How do you like it? ever read," one HP employee in "Continue the back-page photo fea Vancouver, Washington, recently ture; it's very nice," said an employee wrote to MEASURE. in Mountain View, California. Coun On the san1e day, an employee in tered a Corvallis, Oregon, employee, Atlanta, Georgia, said, "Thank you for "The Parting Shot photos are worth MEASURE! It's a quality publication!" less. Many of the (photos) wouldn't The Atlanta writer went on to list three make the cut at a state fair photo or four story ideas that he or she believed competition." would make MEASURE even better. "Take a fresh look!" an employee I like that. in China commented. Said one person The Vancouver employee offered in Boise, Idaho, "Keep doing what no ideas on how to improve the maga you're doing; I enjoy the mix." On the cover: Kerstin zine. The reaction reminded me of a Being the editor ofMEASURE is Krumwiede gets some comment a fonner boss used to make like driving a car in which there are work done while waiting for a train at Amsterdam's when I turned in a story: "I don't know three passengers. One says, "Tum left Sioterdijk Station. Kerstin is what I want," she would say, "but this here." Another says, "No, tum right." one of the well-educated, isn't it." The third says, "Don't listen to them; young, international employ ees at HP's European Cus So what's an editor to do when go straight." tomer Support Center (see one person's "quality publication" is But in this case, there are about the photo feature beginning another person's "fluff"? 100,000 passengers with approxi on page 14). Cover photo by Bill Melton. One way we've tried to make mately 100,000 ideas on what direc MEASURE a magazine for all HP tion we should head. Some even ask, employees is to solicit and include "Why do we have a car anyway?" your suggestions and creativity. For the time being, MEASURE's For exan1ple, we frequently include plans are to continue this journey an On My Mind section where employ together. We'll talk about what's ees can comment on practically any working well in HP and what needs topic they choose. We've printed every to improve. The magazine will be thing from criticism of HP's commit complimentary and controversial. ment to customer satisfaction to one We'll focus on employees and cus employee's firsthand experience of tomers. And we'll try to make it as losing his job. visually and editorially interesting as "On My Mind is an excellent colwnn," possible. And we'll keep asking you one Palo Alto, California, employee for your ideas. wrote the other day. That's a typical I hope you enjoy the ride. comment, and we intend to continue -Jay Coleman that section. Another example of employee involvement in MEASURE is the Parting Shot photo on the back page. Other than the special exception in this issue, Parting Shot is an opportu nity for employees to submit a photo they've taken.

2 MEASURE

www.HPARCHIVE.com THE INSIDE STORIES

FEATURES DEPARTMENTS 4 A peek into the future 18 People MIT's Nicholas Negroponte and HP Labs' Joel An HP employee turns his life Birnbaum discuss the future of telecommunica around after quadruple heart tions at Telecom '95. bypass surgery.

7 The case of the 24-hour scientist 20 On my mind Renowned criminologist Dr. Henry Lee uses Diversity isn't about fitting in, says HP analytical equipment to solve Connecticut's Spokane (Washington) Division most cunning crimes. G.M. Jim Rundle. It's about valuing our differences. 10 A new idea takes flight Page 12 The experts said he was full of hot air, but the 22 Web-wise father of ticketless airline travel developed a Dr. Cyberspace returns with more solution that continues to soar. tips on how to use the World Wide Web effectively. 12 A whole new world HP co-founder Dave Packard returns to China 24 Your turn for the first time in 12 years and finds a land of MEASURE readers share their amazing change. views on matters of importance.

14 Heeding the call 26 Letter from Lew Platt MEASURE takes a photographic look at HP's HP's chairman, president and CEO European Customer Support Center in Amster explains the apparent contradiction dam, Netherlands. between good financial perforn1ance Page 18 and the falling stock price.

28 ExtraMEASURE News from around the HP world.

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 Corporate Communications, Employee Communications section, Mary Anne Easley, manager. Address correspondence to MEASURE, Hewlett-Packard Company, 3000 Hanover Street, Associate editors: 20BR, Palo Alto, California 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 [email protected] Mary Anne Easley

Art director: ·Copyright 1996 by Hewlett-Packard Company. Material may be reprinted with permission. Annette Yatovitz 'Accredited Business Communicator by the International Association of Business Communicators (IABCI.

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 has 102,300 employees worldwide and had revenue of $31.5 billion in its 1995 fiscal year. Photo research: Carol Parcels UNIX is a registered trademark in the United States and other countries, licensed exclusively through X/Open ," Editorial assistant/circulation: Company Limited. Tena Lessor X/Open is a trademark of X/Open Company Limited in the U.K. and other countries. * MEASURE magazine is printed on recycled paper with vegetable-based ink.

January-February 1996 3

www.HPARCHIVE.com ELECOM '95 A peek into the future Forget the 9-to-5 workday. GENEVA, Switzerland-(Editor's note-Everyfour years, But get ready for easier the industry giants gather herefor the world's largest com to-use computers. put'ing and telecommunications exhibition. Telecom '95 Nicholas Negroponte was held October 3-11, 1995, and HP was there. and Joel Birnbaum HP unveiled a futuristic pavilion, demonstrated its latest discuss the direction of technology and talked with thousands ofcustomers and telecommunications. potential customers (see page 6). One ofthe highlights of HP's presence 'was a series ofpresentations to key cus tomers about the future oftelecommunications. The ses sions featured Nicholas Negroponte, head ofthe Media Lab at the Massachu setts Institute ofTechnology, and Joel Birnbaum, HP senior vice president-R&D and director ofHP Labs. Here are afew excerpts:)

Nicholas Negroponte We were all brought up as kids thinking of an authority, namely the parents. Then we go to schools, work for com-

MIT's Nicholas Negroponte (left) chats with panies or governments where Joel Birnbaum, head of HP Labs, prior to everything has an authority. one of their presentations at Telecom '95. The Internet does not, however. It is growing rapidly and will not have an authority. It is a totally different form of decentralized organization. I have come to the conclusion that social impact is inter esting because it is huge. And maybe that's what caught my attention. In the extreme case, it is the total demise of the nation-state. At the nonpersonallevel, that is going to happen very quickly. Governments playa smaller and smaller role. Ifyou don't like the banking system in France, for example,

4 MEASURE •

www.HPARCHIVE.com you can move your computer into Switzerland. On a more personal level, it will make your life much more asyn chronous. You won't find your life being driven by a 9-to-5 work sched ule with particular days called week ends. It is going to be a much more arrhythmic existence for everybody. This already happens for people who are on-line, and 20 percent of all Americans spend one day (a week) working at home. And working from home is just a different sort of arrhythmia. There will be an increasing form of asynchronous living and working that will be driven by this, which will have an enormous impact on the personal HP's distinctive booth featured a translucent 50-foot-high glass cube. Nearly 200,000 people side of lifestyle. Banking laws are attended Telecom '95, and about one-fourth of them visited the HP booth. going to crumble, and intellectual property laws are going to crumble, People who design the motors care a way. And the mental models that and all sorts of other things are great deal. And, of course, the motors drive a pervasive technology are not going to crumble and be rebuilt on are not all the same. yet in place because people who use another basis. I think that five years from now computers still, for the most part, you won't know how many comput have to be craftspeople in charge of Joel Birnbaum ers you have, either. You may have a their tools. For about a decade now, we've been dozen or you may have a hundred. And Ifyou can imagine that technology talking about "pervasive information you won't think of them as computers; will allow us to shrink things by a systems." To us, pervasive means you'll think of them as appliances. factor of 10 or maybe 100 in physical something that is TV sets were volume, it means that things that are more noticeable very complicated unconsciously portable and that you by its absence when they were can carry in your pocket-like a than its presence. new. They had watch or a wallet or a fountain pen Usually, you can "/ think that five years from many buttons, a are going to be the things that will tell if a technol now you won't know how horizontal holder, connect you to the web of information ogy is pervasive many computers you have... " vertical gain con and services that will, indeed, be pro by its name. trol, fine tuning vided on the network. M For example, and so forth. Now, none of you would be able to estimate for most sets, you just tum them on. even within maybe a factor of two The functions are still there, but they how many electric motors you own. are behind the scenes. You don't think of them as electric That hasn't happened for comput motors. And you don't know-and ing. You don't have a computer in you don't care-how many are inside your hotel room. Ifit was a different your washing machine or your VCR. make than the one you were trained on, you wouldn't be able to use it any-

January-February 1996 5

www.HPARCHIVE.com A peek

25 things you probably didn't know about Telecom '95 GENEVA, Switzerland-Okay, so 7. wnber of topics covered in the 12. Number of other HP managers now you know about Telecom, the seminars: 25 present to meet with customers: quadrennial telecommunications 8. Nwnber of people registered for the 352 extravaganza in Geneva, Switzer seminars: 1,200 13. Number of meetings the man land. But just how big is it? Why agers and executives hoped to have does HP-and why do other Customer contact with key customers: 650 companies-spend so much time, 9. Number of products HP people 14. Number of meetings actually money and energy on it? demonstrated: 40-plus held: 716 Nearly 200,000 people attended the Forum (speeches and panel dis 15. Number of key customers cussions) and exhibition during the ~ attending these meetings: 971 t: five-day event. It was like a one ~ 16. umber of sales inquiries HP stop-shopping opportunity ~ hoped to get from Telecom '95: to reach key HP customers. '&. 2,500 Thousands ofpeople 17. umber of qualified sales visited HP's spectacular, leads: 4,633 multimillion dollar pavilion 18. umber of kilowatts need a striking 50-foot-high glass ed to power the HP booth cube (see the photo on page 5). during Telecom '95: 47,076 Here's a snapshot ofTelecom '95 trivia: Telecom '95 overall 19. Nwnber oftotal Telecom The HP pavilion '95 participants: 189,671 1. Number of tons of steel it took to build the pavilion: 60 20. Number of VIPs (very important people): 700 2. Square feet of exhibition space: 11,000 (1,000 square meters) 21. Number of media rep resentatives: 2,143 3. Number of weeks it took to build: 10 22. Number of Forum participants who also visited the 4. Number of bolts used to hold the exhibition: 3,912 exhibit together: 3,500 23. Number of Forum speakers: 662 Inside the sphere 10. Number of times visitors to HP's 24. Number of companies partici 5. umber of seats in the private booth watched I-minute "info pating in Telecom '95: 1,066 HP auditorium: 50 mercials": 16,000-plus 25. Percentage increase of Telecom 6. umber of seminars conducted 11. Number of HP executives on hand '95 attendees over 1991: 17.9 there: 50-plus to meet with customers: 103

6 MEASURE

www.HPARCHIVE.com I USTOMERS

By Sam Chu Lin It's two o'clock in the morning and the moon is bright. Dr. Henry Renowned criminologist Lee is waiting in his Instead, the author and contributor to Dr. Henry Lee uses HP car in the parking 20 criminology books usually is think- analytical equipment to lot of the State Police ing about the state's forensic labora- solve Connecticut's most Forensic Laboratory in Mer ian, tory, which uses HP equipment to .. Connecticut, where he serves track down criminals. His friends add cunning cnmes. as director. that Dr. Lee constantly is trying to Dr. Lee's colleague, Elaine Pagliaro, fmd ways to improve the facility. one of two assistant directors, quickly He is so absorbed in his work that joins him and they are on their way to he contributes fees he earns as an out- Maine. Using a reciprocal agreement side consultant or expert witness to between their states, police have help the laboratory and to underwrite requested the assistance of the inter- forensic scholarshjps. nationally renowned criminalist to As one of his associates puts it, help find clues that might reveal if "Tills place is his whole life. He doesn't foul play is involved in the disap- golf. He doesn't bowl. He doesn't pearance of a man. cut grass. He doesn't do dri~~~~:~~':~~~~~_ ~~~~~ ~.~~~t~~~~;~~~~nak sic scientists arrive at . 1> a ~ day, he's a forensic the location where the ~b scientist." missing man was last 'Ci1 ~ In 1979, Dr. Lee left seen. The former Taipei ~~~:6 the University of New police detective and his . flY Haven, where he was head colleague meticulously of the department of forensic study the scene and deter- . science, to take over the state's mine that no violence has been 7" laboratory. He led the way in committed. transforming the facility-which Days later, the missing man is dis- was once located in a men's shower in covered, a victim of suicide, closing a converted dormitory-into a state- another episode in the life of Dr. of-the-art facility occupying more than Henry Lee. 30,000 square feet. Although the famed criminologist With pride, he acknowledges the is often in the news, his colleagues contributions made by an HP 5971A say he pays little attention to publicity.

January-February 1996 7

www.HPARCHIVE.com mass spectrometer the data, we were and an HP 5890 able to show that gas chromato a particular petro graph (GCIMS). leum distillate Dr. Lee says, found in the sus "Our HP GC/mass pect's car-with spec is a work reasonable scien horse for us to tifIc certainty identify organic matched that on compounds. We the bodies of the use it basically to victims. determine acceler "Through the ants used in set use of the HP mass ting fIres. There spectrometer and are about 700 to other Hewlett 800 suspicious Packard equipment, fIres every year in we were able to tie Connecticut. We the suspect to the use it to analyze crime scene." between 5,000 and Elaine Pagliaro 8,000 pieces of adds that the HP fIre debris." mass spectrometer When the labo also was used to ratory fIrst consid identify substances ered purchasing a collected at a mass spectrometer, recent chemical Elaine Pagliaro plant explosion in admits, "We were eastern Connecti going to get a dif Dr. Henry Lee's knowledge of forensic science has made him a sought-after expert, cut. Thanks to the ferent brand whether it's investigating a house fire in Connecticut, testifying at the recent O.J. Simp information, police because the bid son trial or developing new techniques to identify casualties from the war in Bosnia. arrested a suspect. was lower, but it Ernie Kirschner just didn't have all of the capabilities house fire in Redding, Connecticut. and Tom Place of HP's Glastonbury, that we felt were important." We used the HP mass spec to identify Connecticut, sales offIce serve the Without going into detail because what kind of accelerant was used. The forensic laboratory to make sure the of litigation, Dr. Lee says there are landlord was charged with the crime." equipment operates smoothly. many examples of how the HP equip Dr. Jack Hubball, a chemist who Dr. Hubball has only complinlents ment has helped law enforcement. works with the HP equipment, elabo for them. "Ernie realizes the nature of He says, "One of the recent cases rates: "Through the use of the mass involved six people who died in a spectrometer and the manipulation of

8 MEASURE

www.HPARCHIVE.com our business, and have is working that it's important around the clock ana for us not to be down lyzing accelerants. Do you recognize very long. He makes "We'd like to use the that name? an extraordinary mass spectrometer for Just who is Dr. Henry Lee? Many effort to help us. paint, hair or fiber readers remember him as an He's always there research. Our equipment expert witness in last year's O.J. with suggestions if is so busy now, we can't Simpson trial in Los Angeles, we're running into afford to set aside time to California. But Dr. Lee has been software problems do research. There's a asked to serve as a consultant or and things like tremendous potential expert witness on many high that. I feel Ernie is that we can apply to our profile cases during the past few more than a service work." M years. For example: guy; he's more like • the death of Deputy White a consultant. (Sam Chu Lin is a media House Counsel Vincent Foster, "Tom Place has consultant and a TV, radio and Jr., an apparent suicide; also been very newspaper reporter. Many HP • the William Kennedy Smith good. I can't say employees will remember him as the rape assault case in Palm Beach enough about the HP service people, first host and producer ofthe HP Florida; , they're terrific." VideoMagazine.-Editor) • the Mianas River Bridge dis Robert Mills, another assistant aster in Greenwich, Connecticut. director at the lab and a state police Dr. Lee also lent his expertise officer, points out, "We can't afford to internationally, working with have the GCIMS go down. We have Croatian forensic scientists to cases coming up for court, and it's not develop new DNA techniques to a good idea to tell the judge, 'Gee, our identify victims of the war. mass spec is down. Can you postpone the trial?' "If we have a problem with the GCIMS, we get on the phone. HP will ship the parts overnight or have a repairman come right up." The forensic laboratory has launched phase two of its expansion, and HP equipment is on the wish list. "Hewlett-Packard equipment is excellent," Dr. Lee states. "Right now we have one GCIMS. We hope to have a second one, because the one that we

January-February 1996 9

www.HPARCHIVE.com he was thought Evans The experts but Dave of hot air, travel full of ticketless that the father a solution -developedto soar. fl-ght continues es Idea ta of Morris new president to the tickets A Neeleman, airline Coleman David and issuing By Jay years ago, service customer systems, CITY, Utah-Twocost of LAKE the high of information program SALT president a software bemoaning vice need is away Air, was passengers. all you lot of time daily bold 31-year-old "If take a its 50,000 Morris' and boasted, But it will Dave Evans, comment months. the president boss' in two where the his I'll do it it," overheard travel, department don't make "Ifyou for ticketless accounting fan1ily." to Morris' Cherokee. Jeep and from my walked Jeep Grand a new two men for a new back." driving The check check wife was Dave a me the his such issued "just give the program, system. said, wrote travel had developed only Dave ever armed president months, first ticketless airline Dave, In two had its that no that formal industry given later) and had airline feat, a month had never the an astounding about of Utah, "I It was followed University Dave says. (ValuJet from the the key," a system degree was in a finance knowledge solved." Air, with software to be of Morris training. lack of that had side computer computer total problem agency says. think my the travel the $35-an-hourDave "I as a business Travel, assisted he did," a it at Morris who what me approached work operator watched they gave started computer and just job-and Dave manuals me his as a $5-an-hour a lot of they gave he attended 1984 "I read off, when laid in 1985 programmer. the programmer got supporter" "When System. wonderful $8 an hour." Hewlett-Packard Business received to a "huge Corporate we've downtime." raise 3000 "and of hardware Dave became the HP recently, hours self-taught for said four As a solution class Dave only had to 1991. operators' product," we've from 1984 The ticketless a great 10 years, "It's HP. In department programming. from computer to system support Morris' approach says, "so book was a fresh he directly, Dave he brought approach," airline the start. ticketless call the identifi programmer, from the show their challenge don't trust customers and was a travel, the phone 31, customers ticketless over December "Some (With code that on is vital." pass.) airline reliability a confirmation competitor. receive get a boarding low-cost its upstart system, their flight, to a successful acquired ticketless at the airport such Airlines that Dave's fleet. cation had become 200-plane Air Southwest convinced he can Morris Texas-based weren't for Southwest'sno way Dallas, initially work there's 1993, executives would cannon; Southwest network, is a loose ran a 20-airplanelike 'Evans which something "They said Dave says. do it,' "

,. 10 'Y'EASURE wasn't Southwest Additionally,in Hewlett-Packard.first when we a big believer a got buzz-sawed executives "We Southwest Draper, with the DeAnn met says on years ago," called few rep who HP sales HP." the "They hated summit three-state Southwest.1994, a In April in Cupertino, took place Dallas meeting DeAnn's involving Salt Lake California, and HP team; Dave Vranken; sales Gary Van sales rep Commercial City from HP's of the people and first Division-makersteam at Systems DeAnn's HP 3000. system-based,be that a UNIX® might believed environment 3000. open-systemsto the HP the Utah preferable discussion, that hours of agreed After HP team to solution California-Texas the right 3000 was processing the HP transaction 1994, on-line August provide By seats high availability. 50,000 and was booking . Southwest Evans-designed ; the Dave "." a day on system. ticketless .' ~ - .' . ..'. .. .• . ticketless HP-Southwest $10 -- '". " the t' • Today, Southwest hel B S. V 0 saves more With Hp, rent (left)·Gary Vrank (right) alte Elt cOn_ program has S Prom s. mlth and an Hp en ' th a~s travel Southwest for Itinced Outhwest A/fline that ticketless trait and the 3000 just e r'ght.tIcket. dollars. 3000 servers s el Were million and HP HP 9000 applications. than 20 and other to travel and $30 ticketless $15 software reser between so Dave's an airline "It costs ticket, all use 3000 with airline on HP developing compete a paper associated in Belgium all run He's that will produce savings Robert system the longtime obvious says system-and vation System, there are travel," of could Airline by American air travel Sabre owned in ticketless vice president computers.ticketless the running with of sending He says not-too-distant standard up and Southwest's the cost in the industry could be Rapp, save includes worldwide It "We which be passen Airlines. is to systems. and if a six months. says, " to a customer, labor future. a problem airline the next he a ticket printing, be on one main goal," my reser postage, "It could a trip "My run paper, leg of Dave airline can commissions." to has one another," a major new system consultant ger leg on to share have My a travel-agencybeen a bought a second have system. and half Dave has company and would that all vation agents as since the "Airlines I believe 10,000 almost ago. Southwest, says. But by handle a day. That's Southwest years systems. travel seats Air two WestJet ticket ticketless million Airlines." and Morris in Kansas, will use Evans Airlines Airlines airlines big as American to Dave Vanguard Eurobelgian 2000." Evans? it comes limit. M and the year Dave When the in Canada next for the sky's What's big ideas,

.... 11 Janu"'-.r-F'eb,.uary 1996 ELATIONSHIPS Awhole new world From Jeep Cherokees to cellular phones, BEIJING-It had been 12 years since Dave Packard's last visit to Beijing. Between the HP board of directors' meet HP co-founder Dave Packard visits China ing in the People's Republic of China in 1983 (the first ever for the first time in 12 years and finds a held there by a U.S.-based company) and his August 1995 land of enormous change. trip (in conjunction with China Hewlett-Packard's tenth anniversary), lots had changed. Some of the transformations were obvious: skyscrapers redefining the city's skyline; Jeep Cherokees jousting with bicyclists for spots in rush-hour traffic; pagers and cellular phones breaking the quiet of the Forbidden City; and neon signs flashing the names ofwell-known Western businesses: Sheraton, McDonald's, Hard Rock Cafe. Some of the changes were considerably more subtle but more substantial. The country has been moving quickly away from a centrally planned, agrarian economy tightly controlled by the Communist Party. Today, market-driven socialism is pushing economic growth and building a new middle class, particularly in the country's eastern coastal provinces and the area around Beijing, the nation's capital. "There's no doubt in my mind that China's going to be an important country in the future and an important one for the .S.," Dave said. "It's certainly to HP's advantage to Dave autographs his book, The HP Way, for be in that market and, if possible, to be a leader there." Stella Zhang, a secretary in the CHP Test Dave spent one day of his week-long trip at the China and Measurement Organization. "You feel Hewlett-Packard (CHP) office. Dave played a key role in like you're right at home at an HP office anywhere in the world," Dave says. negotiating the start of the joint venture in 1985 and has watched its progress from afar for the past decade. Dave traveled to China with his daughter, Susan Orr, who is a member of the HP board of directors, and her family. Alan Bickell, HP senior vice president ofgeographic operations, and his wife, Patricia, also were part of Dave's group. In typical HP fashion, CHP started as a small sales and manufacturing operation with a handful of local employ ees in Beijing. Today it has grown to more than 800 employees in six offices across the country, with head quarters in the lO-story, gleaming marble World Trade Center complex. CHP finished the '95 fiscal year with orders of more than $370 million dollars. Dave led an employee tea talk there in September and posed for pictures with groups of employees in the office. HP's Alan Bickell (right) and Beijing Univer During the rest of the week, Dave met with a number of sity President Chen Jiaer take part in a Chinese government officials who have become his friends ceremony celebrating HP's donation of 75 over the years. Dave's first visit to China, described in his personal computers, 14 printers and net working equipment to the university. book The HP Way, was in 1977. He traveled there again in

12 MEASURE

www.HPARCHIVE.com President Jiang Zemin (right) hosted Dave, his daughter, Susan Orr, and others at the official residence.

1978, 1979 and 1983. In addition, he has hosted a number In 1994, CHP unveiled an innovative program-the first ofvisiting Chinese delegations at his home and his office of its kind in China-to sell those apartments to employ over the past 19 years. ees. So now the building operates as a condominium "A good many of the people who had been involved dur and HP employees can own their own apartment, a still ing my earlier visits now are at the top of the government, startling concept in a Communist country. and we visited quite a number ofthem when we were there," In the flat of Qi Jianhua, a CHP personnel rep, Dave sat Dave said. down in a small wooden armchair and enjoyed a glass of Jiang Zemin was the country's new minister of Electron coconut milk served by Jianhua's wife. The small-but ics Industries when he and Dave signed the 1983 memoran comfortable apartment has a living room, kitchen, two dum of understanding that led to CHP's formation. Today bedrooms and a bathroom. Jiang Zemin is the country's president and chairman of the Spotting the family's television, VCR and aquarium, Communist Party. Dave promised to send them a videotape about his con Zou Jiahua was the person who first approached Dave siderably larger fish tank-the Monterey Bay Aquarium, with the idea of ajoint venture. He also helped draft the which Dave helped found in 1984. The tape arrived in terms of CHP's charter during his 1980 visit to Palo Alto. Beijing in September and became an overnight hit in the Today he is the country's vice premier. CHP apartment building. M One of the last stops during Dave's week in China was -Brad Whitworth the CHP employees' high-rise apartment building. The company constructed the building in 1990 to address the (Brad Whitworth is international public affairs manager problem of scarce housing by providing employees with for HP in Palo Alto and has five Chinese visas in his their own apartments. well-worn passport.-Editor)

January-February 1996 13

www.HPARCHIVE.com IN FOCUS Heeding the call AMSTERDAM, Netherlands-In Amsterdam, bicycle riders have the right-of-way on the bike paths that criss-cross the city and line the pic turesque canals. Bicycles are the transportation of choice for many of the 325 people who work in HP's European Customer Support Center left in the city. Gilly Gordon, manager of sup Employees at the call center-the port for the Personallnforma tion Products Group at the call first of its kind in the country center, conducts business "on provide post-sales technical support the run" at the Stolerdijk Sta by phone. They deal with inquiries in tion. Gilly transferred from Grenoble, France, to Amsterdam. 11 languages from 16 Western Euro pean countries. (Soon they'll also serve as a backup for Russia, Poland and the Czech Republic.) They tend to be young (the average age is 30) and are well-educated and excited about high tech. Language skills are important, and some people speak seven languages fluently. A cosmopolitan group, they come from many countries. While primarily a strong right arm of the Computer Products Organiza tion, the call center also handles calls about some Information Storage Group products. Since some product lines bring out new models about every six months, a lot of intense study goes on in the training room. "People work hard, but they like this dynamic environment of knowl edge exchange," says manager Alan Arnette, who formerly worked for HP in Texas and Colorado. There's a for mal process for reporting to R&D why above right customers are calling in. "We see our Checking out different models Pausing in one of the open-air recommendations showing up in later of HP DeskJet printers are (left flower markets that are a spe product cycles," he says. to right) Lex Raymaker and cial attraction of Amsterdam, The call center opened in 1993 with CoCo Holton, both from the center manager Alan Arnette Netherlands, and Giampiero buys a bouquet for his wife, 20 people occupying one floor of a com Malpiero and lIaria Antolini, Cathy. A former HP marketing mercial office building. ow it has 325 both from Italy. The center's manager in the United States, people and fills all seven floors-and employees come from all over he wanted to satisfy his interest the world. in Europe by taking an overseas those calls just keep wheeling in. M assignment.

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www.HPARCHIVE.com

left right The bright red and yellow street A native daughter of the Nether car behind (from left) Christina lands, Annemarie Koelman is Astolfi, Caroline Nysing and photographed in front of one of Gabriel Inaebnit is one of a busy the sights most associated with fleet that operates in central her country: a windmill. This Amsterdam. Bicycles are also a one is in the village of Zaanse popular way to get around the Schans that is photographed city. They have the right of way by many tourists. on bike paths-pedestrians beware!

above The bridges that curve over the canals of Amsterdam are a tempting place to stop for coffee while cycling or walking. Here Astrid Keiluhu and Helen Hoitsma stop to watch the boats go by below.

left Ghislaine Jonker supports both HP LaserJet and HP DeskJet printers in English and Dutch languages.

below left Jeff Balluff, hardcopy support engineer from Boise, Idaho.

above Amsterdam has some of the premier museums in Europe. Eric van Pelt, an agent for Mac connect peripherals at the cen ter, gives his daughter Cecilia, 6, an early introduction to the Van Gogh Museum.

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www.HPARCHIVE.com Walter Ho handles support for above ISG products, including optical above drives and Colorado Memory For Louise Nicolai of the Systems tape drives. In center lingo, Liesbeth training department, a daily Goossen is an English/Dutch visit with Vina is relaxation LinkJet agent-answering after work. calls about HP LaserJet and HP DeskJet printers in both languages.

January-February 1996 17

www.HPARCHIVE.com PEOPLE

He's - - -- 6brand, new By Gregg Piburn Work Management Operation, also in "God looked down and noticed my Fort Collins. swing was so ugly He didn't let me go "1 am becoming the ugliest ofall They were classic DINKs (dual on," Fred jokes now. But sitting under things: a busy man. " income, no kids) the first two years a tree at the seventh tee was no laugh -Andre Gide, French author of their marriage. They both worked ing matter. His friends rushed him to long and hard. When they sat down to the Fort Collins hospital. FORT COLLINS, Colorado-Fred a meal, it was usually at a restaurant. Tests that day showed one artery Madden took his HP job seriously. In That hectic life took a drastic tum was 95 per cent blocked and three retrospect, he took it too seriously. on July 3, 1994, at the seventh tee of a were partially blocked. But he had Retrospection is quite common golf course in nearby Loveland. Fred not suffered a heart attack. Two "bal after you have quadruple bypass was finishing a month-long vacation. loon" techniques failed, so doctors surgery at the age of 39 and have 39 He was a program manager then and decided to perform quadruple bypass inches of scars to prove it. worked on a year-long project that surgery then while he was still young Fred is a workstation graphics consumed nearly all his waking hours. and his heart tissue was undamaged. product planner for the Workstation He started the round with feelings of "They cut me up, cracked open Systems Division in Fort Collins, indigestion. By the sixth hole, his the chest, touched my heart," Fred Colorado. His wife, Debbie, is an out arms and Ie ached and sweat ran bound marketing manager for the down his body.

18 MEASURE

www.HPARCHIVE.com says of the seven-hour operation on influence whether a person has heart others and myself that life can be bet July 4, 1994. problems. ter than ever," he says. Debbie remembers that day as a Fred and Debbie have completely "Our lives used to be a flurry of nightmare. "I aged considerably dur changed their diet. For instance, they events that revolved around work," ing those two days (July 3 and 4)." consume less than 10 grams offat per Fred says. "Now we are in control of Husband and wife remained strong. day, compared to a typical American our lives. We both learned that you "Fred gave me the best present ever diet of 30 to 60 grams. Fred now can be a valuable HP contributor on July 8 ofthat year when he called weighs 174 pounds. without working 16-hour days. Now I "Now we pre value my time. Before the event, I just pare meals our worked; if I had any time left over, we selves and it is would take a vacation. I didn't think a blast," Fred much about my life." "We both learned that you can be a valuable HP says. The couple Debbie now goes swimming after contributor without working 16-hour days." recently prepared work. "And as a manager, I don't lunch for a visi- allow people to 'burn out,' " she says. tor. The two-taco Both Fred and Debbie confess, how from the hospital to wish me a happy meal had 0.8 grams offat compared to ever, that they battle the tendency to 41st birthday." 30 that a comparable restaurant meal slip into longer work schedules. Fred admits many emotional waves would have included. Will they give in and go back to the washed over him after what he calls Since his surgery, Fred has run in old way? "the big event." The inevitable "why the famous la-kilometer Bolder Boul "I see 39 inches of scar every morn me?" dominated his thoughts. "It took der in hilly Boulder, Colorado, and ing in the mirror," Fred says. "No." at least a month to comprehend that completed a 1,300-mile bike trip with After the taco lunch, Fred jokes it really happened and I had to choose a buddy. "These were ways to show that he is on the verge of death. "Oh how to live my life from then on," he no, you're not," says Debbie, giving says. "I could have chosen to live the him a hug. "You're brand new." M way I had, but I knew they would have to open me up again in 10 years." 6 paths to a (Gregg Piburn is a former HP com Now he considers his heart prob healthier you munications manager who now lems a "wake-up call" to change the owns a consulting business in 1. Reversing Heart Disease way he eats, exercises and works. Loveland, Colorado. -Editor) by Dr. Dean Ornish "The bulk of my problem was growing up in Iowa and eating steak, 2. Eat More, Weigh Less potatoes, gravy and butter as staples," by Dr. Dean Ornish he says. "Over the years it all added 3. Beyond Pritikin by Ann up." It added up to about 220 pounds Louise Gittleman, M.S. on his 5-foot-ll-inch frame at the time 4. Fit for Life by Harvey and of the "big event." Marilyn Diamond Reading a book titled Reversing 5. Leftfor Dead by Dick Quinn Heart Disease by Dr. Dean Ornish taught the couple that diet, exercise 6.500 Fat-Free Recipes by and stress management strongly Sara Schlesinger

January-February 1996 19

www.HPARCHIVE.com ON MY MIND •• o I'm a believer·· By Jim Rundle SPOKANE, Washington-Two years around them. We weren't allowed to ago, I thought I understood all I needed respond or offer rebuttals, rationaliza Diversity isn't about fitting to about managing diversity in this tions or excuses. Then we switched complex, multinational company. I places and the women had to listen in. It's more than numbers believed diversity was about numbers, to us. or quotas, more than a affirmative action, setting and reach I understood at a deep, emotional ing goals. I considered myself a sensi level that women were experiencing a social responsibility. tive, easy-to-approach guy. different workplace than I was. In I was clueless. fact, they were experiencing a whole I'm grateful so many bright people different society than I was. had the persistence and courage to We have a real business problem show me how I've trivialized the issue here. We ask women to check their over the years, paid it "lip service." femininity at the workplace door. We I'm now beyond being a believer. promote people from diverse back I'm a believer looking for converts grounds-and then reward them if and apostles. My goal is to transform they manage like white males. Employ the Spokane Division (SKD) from one ees feel they're being pigeonholed governed largely by unwritten rules rather than encouraged. They feel by white males to a truly inclusive isolated and waste a tremendous community. I'm giving us three amount of energy trying to con to four years because this is a form to the left-brained, white cultural change, one that can- male rules-linear thinking, not authentically happen competitive, goal-oriented, overnight. one right way to do But one day soon, I things, etc.-even want to look around though their natural SKD and see men, styles can be as women, people of We promote people from effective or even color, people with diverse backgrounds-and more so. all sorts of life then reward them ifthey Truthfully, it styles, all sorts of took me many managing, work and manage like white males. face-to-face conver thinking styles, offer- sations before I really ing their best and work- believed the environ ing productively to move ment-and not the indi HP into the next century. viduals-was often the The light bulb really problem. clicked on for me during a We have so narrowly class I took called "Women and defined diversity in the past. Men Working Together." It incor The issue goes way beyond male- porated the "fishbowl" approach to female or race issues. Wherever one learning, in which the men had to group has power over another, there really listen as the women discussed are struggles that get in the way of their work and personal lives, their effective working relationships, road journeys and how their views of the blocks to the rich, inclusive environ world were shaped. The women sat ment we need to create. in an inner circle, the men in a circle

20 MEASURE

www.HPARCHIVE.com It still starts with hiring and pro almost always good for all employees. moting diverse people. Recently, This is an HP Way challenge for the because of changes in our hiring pro '90s, making sure every employee cess, we added 20 women and people feels valued, and is able to develop of color out of the 34 new people we and fully contribute. hired. We've started a formal mentor We need to make the values ing program for new hires that we which made HP such a special place hope will offset the cycle of isolation for the dominant culture-work for and disempowerment employees from everyone, regardless of gender, age, diverse backgrounds often education, race, religion, function, experience. physical challenges, sexual orienta We'll clarify our expectations for tion or style. Everyone will be a win SKD over the next year with the help ner when we achieve this inclusive of the Inclusivity Task Force. We're vision, including white men. starting to provide training, reading I know from experience that this materials and thought-provoking journey is full of personal issues. I speakers for employees. We'll provide hope all employees will educate them forums so people can really talk about selves with an open mind. Learn from these issues, including the women Spokane Division G.M. Jim Rundle others not like you. Talk candidly with who are not natural allies of men, and the people you work with every day. the white men with backlash issues Then come to your own conclusions. on hiring. I am confident that you will discov We have a long way to go. er your own turning points and help This is a business issue. We lose the company create this change. M employees over these issues-to other divisions, to other companies. (Jim Rundle has been general man This is not about being fair, per se. It ager ofthe Spokane (Washington) is about shareholder and employee Division since 1991.-Editor) self-interest, a competitive imperative. Our customer base is increasingly broad and diverse. Our worldwide market continues to grow in geo What's on your mind graphic reach and complexity. We Do you have a suggestion about need a diverse work force to be suc This is a business issue. how to improve HP, an anecdote cessful in these markets. We lose employees over these about the HP Way or an HP What is good for people with issues-to other divisions, to related comment in general? diverse backgrounds and styles is Send your "On my mind" arti other companies. cle-up to 800 words-to Jay Coleman on electronic mail, by fax (415-857-7299) or to Jay at the MEASURE address on page 3.

January-February 1996 21

www.HPARCHIVE.com WEB-WISE

elcome back to my second commI asked fory. our questions and And the Internet can tirne. Ifyou'v waste your andcolumn'ts devoted to the Internet ents m the 320v~mber-December e gone surfmg MEASURE 0 ay to a hectic W b' on a busy 1 use around HP . ne -bIt tr I d e SIte yo kn for the kind n t . Thanks requested . ave er (who ow long 't . ' u ow anonymIty) ask d " h 1 IS when y appearance. 0 es after my first a binary traffi' ou get caught in Internet useful, essentIal. 0e, . Is the ICJarn waste of tirne?" r Just a big InfobahWhenyou've been cruisin' the In the futurei~"HP ~ll. n as long as I ha Yes, it's all of the above business (that conduct real slip into speak' ve, you often the Net Th ,se products") on mg anoth I much more'. Y01.1 can us th, and so . ere aren't man . that generate y SItes today cyberspeak. It's b d er. anguage: send e-mail messages tak e e Net. to revenue fo th . try to avoid usm'gat a habIt, and I'll heavy-d ty . ' e part m Most are w.,;t' r elr owners. 00 much .. u , on-Ime techno al c.u. mg to see . columns. But to hel Jargon m my sations and res h IC conver- resolved. So the t secunty issues words and h ~ you learn a few products S earc competitors' to come. rue payoff is still , p rases m thi their job~ t~dme p~ople couldn't do I ve translated back' s new tongue, ay WIthout't S Ralph Bartlett . key terms you mto English some ~. in the K t zapped m from HP people stay on top of th orne sales .. 0 say" Ice. to see your Net. Check may encounter on the by visiting the' elr accounts out the gloss . Ir customers' We bSItes. . on page 23. ary m the box

8. http://jmoreau.hPl.hP'COroJ picks COroJ Dr. C's top 4. http://WWW·hpl.hP' phone.shtml Need to fmd a felloW employee'S 1. http://WWW·u-net.coroJ hpSymphony e-mail address or phone number? _outsourclstockadv.htm The sights and sounds of the Bay Area's HP orchestra are yours for the Sure there's PhoneWin on PC-COE, Psst! Wanna buY a used LaserJet? but here's a Web page that'll do the Check out what kind of prices sec- digital sampling, along with the group'S 1ands same thing...if you know hoW to ondhand HP equipment comn concert calendar. on the open market in the U.K. spell the name. 5. http://WWW.ts.umu.se/-spaceman Is there snow in Colorado? Fog in San 9. http://ijbUWWW.cv.hP.com 2. http://www.thespot.com Inkjet supplies are big business to This Web site will make yOU think FrancisCO? You'll find an index of HP, and this Web site has general of an interactive soap opera other sites with "live" TV cameras. TV and technical information from the see hoW the fictitious characters react to your input every day. Just 6. http://www.cvuiWWW.cv.hP.com organization. Where do I go in HP to find the Web don't get hooked. site I'm looking for? Lonnie Mandigo 10. http://WWW.cnn.com About the only thing that's missing 3. http://hPweb.corp.hP'COroJ in Corvallis runs the company's best directory. It listed 435 internal web from this site is the deep voice of Publishlcc actor James Earl Jones reminding If you're looking for the latest sites at press time. you that "This is C-N-N." Very speech from Lew Platt, directions timely news, with aU.S. slant. to the HP garage, 33 years of profit 7. http://www.seti-inst.com Lots of pics from CNN's TV cam sharing figures or today's News The late Barney Oliver, former head eras. Occasionally good technology gram, visit this neW site from HP's of HP Labs, was active in the search pieces, though pretty elementarY· Corporate communications. for extraterrestrial intelligence (SET!). You can learn about the research work here.

22 MEASURE

www.HPARCHIVE.com Dr. C's cyberspeak glossary: browser: the software you'll use HTML (HyperText Markup to surfthe Net. The most popular Language): a set of invisible com browser today is Netscape, fol mands to make a normal text file lowed by Mosaic. They both let you look good to your browser soft view the many kinds of information ware. Ifyou really want to see what on the Web (HTML documents, a coded HTML document looks FrP directories, graphics files). like, use the View Source pulldown new page in MEASURE-what a good More than 38,000 PCs at HP are menu in your browser when you're idea. Perhaps your readers would like configured with HP's browser of looking at a file. to see how TMSO in the u.K. is using choice: Netscape. the Web to communicate with their Internet: the international net customers. Check out the service at cyberspace: my family name and a work ofcomputers (get it, Inter-Net?) http://www-uktm.external.hp.com reference to the virtual world that that grew out of an experiment 25 and keep up the good work." exists to pass information from one years ago to develop a huge net And Kathe Gust wires us to say that computer to another. The word work that could grow without cen the HP Labs Research Library's Web first appeared in Neuromancer, the tral control. The U.S. Department site has been up for more than a year trend-setting book by cyberpunk of Defense was looking for a com now. HP employees from around the novelist William Gibson. Today, it's puter network that wouldn't fall world can access the library in Palo the name of the place where you apart if someone attacked the cen Alto through on-line forms. There are can send e-mail, conduct on-line tral hub. Well, the experiment was links to Stanford Library's card cata conversations or simply transfer successful, and then some. Today log, too. And if you're in Palo Alto, information. there are tens ofthousands of com you can sit down at a Netscape puters in the network over which station in the HP Labs' Library to cybrarian: the person (or software nearly 40 million people send and get at all this good info. The site is in the future) you'll need to know retrieve information. http://lib.hpl.hp.com. to help you find things on the Web. "Thanks for your list oftop 10 URL (Uniform Resource Loca sites," says Richard Hill. He's sur FAQ (Frequently Asked tor): the fancy name for the prised we didn't include Wired maga Question): the most common address you'll need to know to find zine's on-line presence at http://www. questions get answered in the FAQ a particular site on the Web. hotwired.com in my column. (I did section of most Web sites. now.) He also likes the Web search World Wide Web (WWW): you engine at http://www.excite.com and home page: your starting point can just call it "the Web." The Web the objective ratings of cool Web sites when you enter a Web site. Usually is actually a "service" on the Net at http://www.pointcom.com. and so found with a simple URL. In Japan, that lets you grab hypertext and do I. the term "home page" is sometimes graphics from various sites. As always, the good doctor wants abbreviated as "HP." Talk about your questions, tips, comments and some free publicity! suggestions. Ifyou've found a really cool site, drop me a line. You can reach me at [email protected]. I'll try to include as many e-mails as possible in this column in future issues, though I can't respond to each of them individually.

January-February 1996 23

www.HPARCHIVE.com YOUR TURN

There is life after HP bian and bisexual fellow employees, I read the article on the closure of the while in the very same sentence says Palo Alto Fabrication Center (PAFC) that he is against discrimination. (September-October 1995) and thought We can at least be glad that this it was great. The people there are sort of logic has not yet made its way some of the most loyal of HP employ into HP's computers and instruments. ees and have served the company well HAL PRINCE for nearly 50 years. I had the pleasure Cupertino, California of working there for my last three years with HP before I left with the Truly disappointed first operation to be sold-sheet metal. While I understand you want to pre I can say that there truly is life after On the low end sent a range of voices and opinions in HP. We are successful and growing I want to let you know that I was Your Tum, I am very disappointed here at Computer Cabinet Corpora very, very insulted by your ovember about your decision to publish the tion. It is exactly this growth that made December MEASURE cover. I have letter entitled "Immoral lifestyles." the sale of the PAFC businesses such been at HP 23 years and there seems First, (Bob) Vaughan states that a good solution to HP and many of to be a continuing trend toward mak gays and lesbians should not be treated the employees. Weare doing what we ing men less than they are. This cover as a legitimate minority. The fact is know well in a company that is grow puts us right into the low end. that as of 1992, sexual orientation ing and providing opportunities for If you have any statistics which was added to HP's Equal Employment its people. would indicate whether or not we are Opportunity and harassment policies. I have now seen and worked with safer, as safe or less safe in the work Therefore, gays and lesbians have many technology companies since I place than we are in our communities, minority status at HP. left HP, and I am sure that HP is still I would like to know. I don't expect Second, I have to ask: Would you the best as both an employer and a HP to be any different than "outside." have printed a letter about another customer. Three cheers for the people CARMI E INDI DOLI minority group at HP such as blacks? of PAFC! Their buildings may be Santa Rosa, California I seriously doubt that you would have. gone, but ther spirit lives on in the That would have been a poor reflec soulofHP. National Enquirer cover? tion on you, MEASURE magazine, and DAVID MCLAUGHLIN Just finished reading my MEASURE the company. San Jose, California for November-December. Great arti Printing the first letter produced cle on safety in the workplace. Very this effect on me and many of my col A word of thanks informative. leagues, both gay and straight. Per I appreciate the fact that HP is addres But that cover! It was worthy of haps you and your editorial board sing the issue of violence in the work the National Enquirer. I expect more should consider taking diversity train place. In Sonoma County, where I sophistication from MEASURE. ing offered by HP to help prevent am a member of the Violence in the DAVE MONTGOMERY future, similar incidents. Workplace task force, employees tell Cupertino, California KAREN PINSKY me how thankful they are that we are Palo Alto, California trained and take the measures we do. A logical conclusion Karen is correct: sexual orientation STACY DRUCKER-ANDRESS I read with dismay the letter in your Santa Rosa, California was added to HP's policies in 1992. November-December issue entitled That should have been mentioned in "Immoral lifestyles." the MEASURE story on employee The writer urges management not networks. to grant equal rights to our gay, les-

24 MEASURE

www.HPARCHIVE.com Bob Vaughan's letter, ofcourse, I am encouraged that Lew has spo tions such as GLEN (Gay, Lesbian and represents his opinion and not that ken about the importance of diversity, Bisexual Employee Network) at HP. ofHP management or MEASURE. but it is time for HP to start practicing The not-so-subtle disdain for gay and However, like HP itself, MEASURE is what Lew preaches. In today's fiercely lesbian employees is startling, to say made up ofmany voices, and we will competitive environment, we cannot the least. continue to listen to varying opin afford to exclude the contributions of Like many other gays and lesbians ions in thefuture.-Editor talented individuals who might some in the workplace, I've chosen HP as how not completely conform to HP's my employer after careful considera Thanks from a proud mom old-fashioned employee paradigm. tion. After 12 years of management As an HP employee for many years, I HAROLD MOSS seven at HP-I shudder to think of was particularly pleased with the arti Cupertino, California what my career would be like if my cle "Making their voices heard." management believed me to be I am the proud mom of a gay son "In terms ofattracting and retaining "immoral." and a member of PFLAG-Parents, a diversity oftop talent, the environ STEVE LEECH Family and Friends of Lesbians and ment has become fiercely competi Cupertino, California Gays. PFLAG, a worldwide organiza tive, " says Pete Peterson, HP senior tion, provides support to gays, les vice president-Personnel. "Overall, Life after MEASURE? bians and their families to cope with I'm convinced our benefits package What do you do with your copy of an adverse society and enlightens a is extremely competitive compared to MEASURE after you have read it? sometimes frightened and ill-informed other leading companies. Although I personally throw it away, as do, I public. we don't have plans to offer domestic guess, the biggest majority ofpeople I'm proud of "our" company and its partner benefits at the present time, here in Bristol and HP as a whole. In continued support of all the members we will continue to discuss and this time of caring for the environ of our HP family. review the issue both from a competi ment, surely there must be a way of MARY PALMIERI-BYNUM tiveness and diversity perspective." recycling these magazines. I have spo Rohnert Park, California ken to our local EHS department and, Startling disdain apparently, only white paper at pres Not valuable enough? Regarding the November-December ent can be recycled. I enjoyed the article about diversity letter about "Immoral lifestyles," Maybe I'm wrong; perhaps the groups and Lew Platt's strong words through his comments, the author majority do recycle MEASURE. supporting employee diversity. Unfor makes an eloquent pointfor organiza- . IEUANDAY tunately, HP is not yet fully commit Bristol, England ted to the concept. Diversity cannot be achieved until Please send mail Recycling capabilities vary a great discrimination against "diverse" Do you have comments about deal throughout the world. Here in employees is discontinued and all something you've read in MEA Palo Alto, magazines are readily employees are treated fairly and equi SURE? Send us your thoughts. recycled, along with white and other tably. It cannot be denied that HP Ifwe publish your letter, you'll types ofpaper. extends spousal benefits only to receive a free MEASURE T-shirt Some HP sites outside the United employees who are in mixed-sex (one size fits most). States receivefewer copies ofMEA relationships; this excludes lesbian Send your comments to SURE than the number ofemployees and gay employees from receiving this MEASURE Editor Jay Coleman there. Employees recycle the maga benefit. HP seems to be saying that (the fax number and address are zine by bringing it back to work for gays and lesbians are valuable for the on page 3). Please limit your let co-workers to read.-Editor contribution our diversity brings, but ter to about 150 words, sign your not valuable enough to receive the name and give your location. We same compensation as our peers. reserve the right to edit letters.

January-February 1996 25

www.HPARCHIVE.com LETTER FROM LEW PLATT

Why did HP's stock price ome ofyou probably were Ifyou take a closer look at our surprised-even confused fourth-quarter results-beyond the fall when its financial -when HP announced its headlines-you begin to see why performance was very quarterly and year-end earn some people reacted the way they did. good? HP's chairman, ings results on November 17. In the fourth quarter, the cost of sales SFourth-quarter earnings rose 42 -that is, the cost of the materials, president and CEO sheds percent, orders increased 27 percent labor and overhead directly involved some light on the apparent and revenue was up 29 percent. And in manufacturing our products-went contradiction. revenue for fiscal year 1995 rose 26 up substantially compared with the percent to a record $31.5 billion. prior quarter and the prior year. For the second time in one year, we That's not a major concern if we also announced record profit-sharing limit our operating expenses, which for HP employees-11.46 percent for include how much we spend for R&D, the second half of 1995. marketing and selling, and adminis Nineteen ninety-five certainly was tration. Although we made good a wonderful year overall for HP. Our progress on controlling operating financial performance exceeded that expenses in the fourth quarter, the decline in the operating-expense ratio wasn't enough to offset While I don't pretend to have all the answers for the increase in the stock market's rise and fall, there are some cost of sales. legitimate reasons why our stock dropped. .. Operating profit grew less than revenue of most of our competitors. And our after seven consecutive quarters of fourth-quarter results marked the exceeding revenue growth. So, you eighth consecutive quarter of meeting can see how that makes some finan or exceeding the financial analysts' cial analysts, stockholders-and me expectations. All of you deserve nervous. thanks for an excellent job. Also, our asset management in However, HP stock dropped 9 1/4 the fourth quarter wasn't very good. points on the New York Stock Exchange Receivables and inventories increased within two days of our earnings substantially. That raises another announcement. question: Are we generating enough Why did this happen? How could cash to fund our future growth? we have had a great year and our Growth hasn't been a problem for stock dropped so much? HP during the past two to three years. While I don't pretend to have all the In fact, we've been able to grow our answers for the stock market's rise business dramatically without large and fall, there are some legitimate rea increases in employment or facilities. sons why our stock dropped-and Like all other companies, we have why every HP employee should to struggle to maintain the right bal take note. ance between too many and too few

26 MEASURE

www.HPARCHIVE.com resources. For example, in the first half of 1995, we had product short ages and couldn't meet our cus tomers' demands. In the second half ofthe year, we began adding resources and satisfying our cus tomers better. Now our plans call for greater increases in the number of employees and facilities than we've seen in the recent past. That means that we need to demonstrate to ourselves and the rest of the world that we can add peo ple and facilities while maintaining healthy profit margins. To accomplish this, we'll need to manage our operat ing expenses as well as we ever have. There's a risk in growing our resources too fast if the demand for CEO Lew Platt (left) talks with Robert Potter, a high-tech consultant, in between sessions our products doesn't materialize. But at Telecom '95 in Geneva, Switzerland. an equally dangerous position would be to have insufficient resources, as we saw in the first half of '95. Some of In many ways, HP's recent success our competitors can tell you firsthand has been like a winning sports team. Percentage point about these missed opportunities when When you win a lot of games, as we change vs. FY94 they consistently had more demand have recently, it's human nature to let 5.--- --11 than products. up and relax a bit. 41-----j The increased number of employ Although we had a very good 3 ees will have an effect on profit-sharing. 1995, our fourth-quarter performance The profit-sharing percentage has slipped a little and we saw the impact 2 increased, partly because our employ on our stock price. ment base has stayed relatively consis I'm confident that we'll keep demon 0l-....l...----~~--.,..----_.__l tent. We'll have to wait and see what strating those same HP traits-hard -1 1--- _ happens to profit-sharing in 1996. work, dedication and ingenuity-that So what are the key things to remem made us a top competitor, and that -2 1----,....-L--2I-....;.. ber for 1996? 1996 will be another great year. -3 I------L-~-+ ..... I-----j First, we expect the cost of sales to -4 1------11 continue to rise over time, so we must maintain tight control over our oper -5 L---~m;=!.L---..J ating expenses. In the fourth quarter of 1995, HP's cost of Second, we need to do a better sales (measured as a percent of revenue) job managing our assets, particularly went up more than our operating expenses declined. As a result, our operating-profit having the right amount of inventory margin-a good measure of how we did on hand. went down.

January-February 1996 27

www.HPARCHIVE.com EXTRAMEASURE

More than just a hobby What can swerve, spin and taxi when there is a lot of move swiftly through the traffic," Philip says. "I'm streets of New York City? able to service our cus You guessed it tomers much more quickly." rollerblades! A customer call comes What started off as a in. When the weather is hobby at the age of 8 in good, Philip-dressed in London, England, has jacket and tie, tools loaded become a means of trans up-heads out into the portation for Philip Grier, combustion of New York. an HP. customer engineer Without brakes on his in the New York City area. skates, it can get pretty dan Philip travels on roller gerous, but Philip's motto blades to get around Man is: "I don't stop until my hattan to support his customers are satisfied." customers. "Rollerblading is faster than walking or sitting in a

"I don't stop until my customers are satisfied," says HP customer engineer Philip Grier, who rollerblades to his next customer.

We've got our wings Did you know Hewlett- areas such as product Packard has Angels? design, manufacturing, HP is one of the few toxic materials, energy con- vendors to receive a Blue sumption, ease of disassem- Angel, a German eco label, bly and acoustic noise. for the Vectra VL3e. The Getting the label was the Blue Angel is considered an result ofteamwork between important marketing tool, HP's Computer Products with high visibility in Organization product stew- Germany. ards and the German and A product earns a Blue French environmental Angel only if it meets 65 agencies. environmental criteria, in

28 MEASURE

www.HPARCHIVE.com HP's not just computers HP has ventured into a new teams, and are featured in field. The soccer field. advertising at the team's HP's Computer Products playing grounds. Organization has signed an Gail Noble, CPO man- agreement to be the main ager for the u.K. and sponsor of the Tottenham self-appointed Spurs Hotspur Football Club, sponsorship manager, based in Northern England. says the association HP and the Premier between HP and the League will come together Spurs already exceeds for four years, which began HP's expectations with the 1995-96 season. and receives very The HP name and logo positive feedback appear on all uniforms and from fans and Hp is geftin '. ~~J"",.~.:t: training tops worn by the customers. the Toft g a great d • enham H eal of . first, reserve and youth otspur F VISibility in h OOtbal1 C t e U I( IUb .. as th . e main s Ponsor of A-plus in durability Karen Rizzello, Information But to her delight, both Systems manager in World her HP OmniBook 430 and wide Customer Support HP 100LX palmtop comput Operations in Bristol, ers survived the explosion England, recently had an -except for a few nicks. explosive affirmation ofthe "This incident is an incred quality ofher HP OmniBook ible test of the robustness and HP palmtop computers. of our products," Karen Returning from a busi says, "and it gives me a lot ness meeting in France, she of confidence in their accidentally left her brief reliability." case on the Orly airport Karen continues to use trolley. Knowing that the her HP OmniBook and HP security policy is to explode palmtop computers as any unattended luggage, though nothing happened, Karen rushed back to although she did have to get where she left it, arriving a new briefcase. just in time to see the last ofher belongings being swept up. She thought, "Oh, no, my life has just blown up!"

Karen Rizzello's HP OmniBook and HP palmtop computers survived the Orly Airport blast well, but not her briefcase.

January-February 1996 29

www.HPARCHIVE.com EXTRA MEASURE

BOTTOM lion, up 26 percent from ILINE $25 billion in FY94. For the fourth quarter of fiscal year 1995, ended FIVE NEW October 31, Hewlett IVICE PRESIDENTS Packard reported 42 Five new vice presidents percent growth in net were elected by HP's earnings, a 27 percent board of directors on increase in orders and November 17: Byron Fred (right) and Gary Tarver are believed to be the first father/son team in HP history to earn a U.S. patent. 29 percent growth in Anderson, general man revenue. ager for the Communica Net earnings for Q4 tions Test Solutions It's a family affair were $678 million or Group; George Cobbe, CORVALLIS, Oregon Inl\jet Supplies Business $1.29 per share on some general manager of There's something new Unit in Corvallis. The other 527 million shares of Americas and Lee Ting, about the HP DeskJet 500 co-inventors are Bruce common stock outstand general manager of Asia and 600 printers and you Cowger, John Wydronek, ing, compared with earn Pacific, both in Geo probably didn't even know it. George Custer and Marc ings of $476 million or graphic Operations; Ann Last April, HP received a Baldwin. 92 cents per share in the Livermore, sales and patent for a new invention Fred says the project is same quarter last year marketing manager for -the triad pen. The pen the breadwinner for the (restated to reflect the Worldwide Customer allows 100 percent of the division. He's most satisfied retroactive effect of the Support Operations; and ink inside inkjet cartridges at seeing the concept mate 2-for-l stock split in Bob Walker, chief infor to be used. rialize into a success. March 1995). mation officer. What makes this patent "Before the pen, HP was Q4 orders were $8.8 different from the numerous king of the thennal inkjet billion, compared with NEW others HP has received? It's market," Gary remarks, $6.9 billion in the year IHATS believed to be the first in "and this technology keeps ago quarter. Cynthia Danaher to HP history to be awarded to us on top." CEO Lew Platt termed G.M. of the Medical a father and son. the Q4 results "a very Products Group. The pair of inventors is good finish to an excel Franz Lorber to G.M. Fred and Gary Tarver of the lent year." and CSO manager of HP Net revenue for Q4 Hungary...Pavel Kalasek was $9.0 billion, com to G.M. and CSO man Guoteworthy pared with $7.0 billion in ager of HP Czech Repub ~ Don't confuse reality with what happens in the the same quarter of FY94. lic...Paul Paukku to ..(stock) market-it defies explanation. There's no For FY95 overall, net G.M., HP Finland and question that they (HP) defme the standard in the printer earnings totaled $2.4 bil CPSD manager. business. They will be a major player in the PC market in lion, an increase of 52 In HPL, Bill Shreve the coming months. (HP) has an inherent reSilienCy.~ percent over the $1.6 to director, new Inte billion earned in FY94; grated Solutions Lab; John McGilvray, senior analyst at Input, a San Francisco orders were $32.5 billion, and Waguih Ishak to research firm, reacting to HP'sfourth quarter andfiscal up 28 percent over last director, new Commu year '95. year's $25.4 billion; net nication and Optics revenue was $31.5 bil- Research Lab.

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www.HPARCHIVE.com CHART graphics subsystems and CHANGES software development I and localization, and In the Computer Organi CSO purchasing activities. zation, the Roseville HP Australia and Networks Division has Telestra Ventures have formed a new Direct formed ajoint venture, Connect Operation to Telecom Hewlett-Packard. Volunteer coach Peggy Beck of the Commercial Systems Division focus on network attach explains the next play, while Mel Robertson cheers the team on. A team from the Net ment. Operations man work & System Manage ager is Dave Harris... HP is on the ball ment Division will be CSO Order Fulfillment, Mel Robertson of the Com whether or not they are involved in developing Computer Manufacturing mercial Systems Division in stars," Mel says. "It also network management and Distribution has Cupertino, California, with gets them involved in the software products for streamlined its name to the help of co-workers, is community." telecom. CSO Order Fulfillment building programs for nearby Mel called for his co Bruce Thompson has Group. It retains the San Jose youth. He is the workers to get involved, been named managing same functions...The area director of the west and they answered the call. director of HP Australia Electronic Messaging San Jose chapter of the Two employees serve on and G.M. ofthe Australa Operation has trans National Junior Basketball the board of directors for sia Region. ferred from the Systems (NJB) league. the local NJB and others Technology Group to the The NJB is a competitive volunteer their time to Software Business Unit. APG: NEW NAME, boys and girls basketball coach, keep score and do In the Systems Tech IOTHER CHANGES league, geared toward devel whatever is needed. nology Group, the fornler The Analytical Products oping the minds and well "HP employees have Information Networks Group has changed its being of its participants. kept this program running," Division has been name to the Chemical "This program provides an Mel says. renamed the Networked Analysis Group and opportunity for kids to play, Computing Division and restructured. The former the former Grenoble Net Bay Analytical Operation works Division is now has been renamed the the Enterprise Network California Analytical Trick or treat ing and Security Divi Division under Dick Twelve-year-old Justin Con American sion, reflecting changes Begley as G.M. The for tino had a Halloween he'll Business in charter. mer Little Falls Opera tion in Delaware is now never forget on October 3l. Collaboration for Quality the Little Falls Analytical Justin and his mom, Lin, Dependent Care, to which ASIA who is Americas relocation HPbelongs. PACIFIC Division under Nancy I Kerins as G.M. manager at HP's Atlanta First Lady Hillary Clinton, A new Shanghai Com The supercritical fluid (Georgia) Business Center, along with Secretary ofLabor puter Operation has been chromatography technol spent their Halloween Robert Reich, met with the formed under Jose ogy and HP ORCA sys attending an afternoon attendees. Grapa as G.M. within tem (Optimized Root for reception at the White Pete Peterson, HP senior CSG. It comprises the Chemical Analysis) have House in Washington, D.C. vice president for Personnel, Hua Pu joint venture, the been sold to other firnls. A reception recognized also attended the reception. Shanghai Marketing Cen companies that support the ter for China, R&D for

January-February 1996 31

www.HPARCHIVE.com PARTING SHOT

Goodbye. Barney On November 23, HP and the world lost one of its true geniuses. Barney Oliver, 79, was a brilliant scientist with 52 patents, the founder and head of HP Labs for nearly 30 years and a leader of the Search for Extraterrestrial Intelligence (SET!) Institute. But MEASURE remem bers Barney most as a stick ler for the proper use of the English language. Here's what Barney once said on that subject: "During my 40-odd years as a practicing electronics engineer, I became increas ingly well known for my habit of correcting people's English on the fly. Notori ous is perhaps a better word; renowned would never do. "This impolite practice was seldom accepted as Barney (left) and HP co-founder Bill Hewlett share a laugh during an HP 50th anniversary party in 1989. gracefully by the victim as I felt it obviously should what appeared to be a grow continue to satisfy a certain have been. ing resentment over the mysterious compulsion "Instead of seizing the interruption. within me." correct form with proper "In later years, realizing Thanks, Barney. We gratitude, the speaker would that fewer and fewer people won't soon forget you. often stop mid-sentence in smiled at me or hailed me puzzlement or even con by my first name, I took to sternation and then develop murmuring the necessary correction.. .It did, however,

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