Alan Weiss’s Monday Morning Memo® – 10/15/13
October 14, 2013—Issue #212
This week’s focus point: At the Amtrak Acela lounge in New York City’s Penn Station, the opening time is 7 am. But the woman on the morning shift on Saturdays is never there on time. She wanders over with her coffee a few minutes after 7, then goes in to turn the lights on before letting the waiting customers enter to confirm their reservations, ask for redcaps, and change schedules. This happens every Saturday that she works. Customers are annoyed, but she is not monitored, apparently. No one from Amtrak “shops” their own services, her manager is never present, and she does this consistently. I remember walking through a division of Merck once, and the general manager who was with me stopped to make some inquiries. I asked what was wrong. “When I see people underperforming,” he said, “I take it up with their manager, because that’s the cause of the problem.” Sometimes it’s not the apple that’s rotten, it’s the basket.
Monday Morning Perspective: Yes, and General Motors created the Oldsmobile, but how is the question. — Rachel Carson, when reminded by her mother that God created the world.
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