tkt8763-01: Chicken Soup for the Soul: Home Delivery (fwd)

[Marilyn Dossett Bowen <mdb7@ra.msstate.edu>]

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        Marilyn D. Bowen B.S.,M.S.          MDB7@Ra.MsState.edu
      Graduate Assistant    Department of Technology and Education
                        Mississippi State University                        

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         Today's Helping of Chicken Soup for the Soul...
 
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  Trucks and Trust
   
  "Preston was just like all the other trucking companies," 
  Sales Vice-President Paul Sims told us. "Management knew 
  all the answers. If there was a question, management would 
  make the judgment. No matter that the manager had seven 
  years' experience, and the driver had 20. The feeling was,
  `I am the manager. I have the title.' When a guy didn't 
  have the right attitude, I would give him workloads to 
  straighten him out."
  
  Then in 1978, Will Potter arrived as CEO of Preston, 
  the Maryland-based company. Potter announced to management 
  - and the drivers - that management was the problem. Paul 
  Sims was then an assistant manager in the Canton, Ohio, 
  terminal. He admits he thought Potter "was nuts," but he 
  decided to hang around and give the new approach a try. 
  (A lot of other managers bailed out.)
  
  After a seminar on "performance management," for example, 
  Sims bought an easel and started posting how productive 
  we were - posting revenues and load averages. He was 
  taken aback when drivers immediately started asking 
  questions. "I'd show them their productivity for the day, 
  and I'd draw a star or use a sticker when they did a good 
  job," he recalls. "I saw these grown guys getting excited 
  about this. If I got real busy in the morning and didn't 
  put the figures up, the guys would come over to me and say, 
  'Sims!  Put those figures up!'" All the involvement nearly 
  wore Sims out. It got to the point where he was coming in 
  at four in the morning and leaving at six
  at night, exhausted.
  
  "So one day, I had three keys made to the terminal," he 
  continued. "The morning shift came in, and I put the keys 
  down on the table. 'What's that for?' they asked.
  
  "So that you can unlock the door in the morning," I said.
  
  "What? You aren't going to be here?"
  
  I said, "No, I can't keep coming in at 4:00 a.m. You 
  guys work 4:30 a.m. to 1:00 p.m., but I have to stay 
  until six - and it's killing me." And they asked, 
  "What if we have a problem?"
  
  "Solve it," I said.
  
  "What if we can't?"
  
  "I said, Here's my number at home; call and wake me 
  up."
  
  "You trust us?"
  
  "I wouldn't have made these keys if I didn't," I said.
  
  "They couldn't believe it."
  
	   By Tom Peters
	   from Chicken Soup for the Soul at Work
	   Copyright 1996 by Jack Canfield, Mark Victor 
	   Hansen, Maida Rogerson, Martin Rutte & Tim Clauss
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