Sometimes It’s Hip to Be Square

One of the unique examples we share in our creativity seminars and keynote presentations reflects the benefits of bench marking, Japanese innovation, watermelon, and continuous learning.

Japanese designers and engineers will be the first to admit that they aren’t the most creative people on earth. However, they have long been known for their exceptional ability to improve upon products and processes invented by others. They’ve been doing just that very successfully for decades. In doing so, they’ve enhanced quality, saved time and space, made products more useful, and lowered prices … therefore making them more saleable and desirable.

Over the years they’ve done this with electronics, medicine, automobiles, optical products, and a variety of other products. They’ve become so good at innovating just about everything that they’ve apparently decided to challenge Mother Nature.

They’ve now developed a square watermelon! It’s rather interesting that those attending our seminar and keynotes more often ask “Why?” before they ask “How?” Both questions are relatively easy to answer. Let’s start with “Why?”

  • There’s an obvious novelty value.
  • They make a great gift—just add a ribbon and you have a home-grown gift box.
  • On a more serious note, Japanese grocers have a serious space problem. They are a great deal smaller than their U.S. counterparts and must make every inch count.
  • A fat, round watermelon similar to those in the U.S. takes up a lot of room in small Japanese refrigerators and often sits awkwardly on the shelf.
  • The new shape allows more melons to be stacked and shipped by growers, providing greater cost-effectiveness.

As you can easily see, square watermelons make a lot of sense. Now let’s be honest. Most people, when confronted with the challenges mentioned above, would agree that square watermelons would be practical and solve a lot of problems. However, most of us would then point out that watermelons grow fat and round. End of discussion.

Apparently, the “innovative gene” within a few Japanese farmers allowed them to take a different approach. They reasoned that if grocers and shoppers wanted and need a square watermelon, they should find a way to create one. And they did.

After a great deal of research followed by much trial and error, they discovered that placing the young melons into square, tempered-glass cases while they were still on the vine forced them to take on the shape of the box. The square boxes allow sunlight to reach the melons and just happen to be the exact size of the typical Japanese refrigerator. This, of course, allows full-grown watermelons to fit conveniently and precisely onto refrigerator shelves.

Of course, there’s always a catch, and this is no exception. Each square watermelon costs about 10,000 yen—about $82 American. However, a regular watermelon in Japan will cost you anywhere from $15 to $25 each. It’s quite obvious, based on sales and continued demand, that many shoppers find this unique treat to be well worth the investment.

The lessons we can learn from this unique creation are many:

  1. Never assume something can’t be accomplished. Many believed we’d never send a man into space much less land him on the moon. In fact, many people thought the Wright Brothers to to be out of their minds to consider the fact that man would ever even leave the ground. Think about it.
  2. Question the things that we do on a regular basis simply because that’s the way they’ve always been done. If we always do what we’ve always done, we’ll always get what we always got! … and that’s NOT what we’re looking for.
  3. Think creatively. Everyone is creative, few realize it, and even fewer believe it. Research, benchmark, read, study, and ask in an effort to tap your creative juices. We have access to more information today than ever before. Place any word into Google and in a matter of seconds you will have access to more than a million references to that word. That’s just one of the many tools available to us. The catch is to use it.
  4. The greatest minds throughout history have genuinely believed that there was a better way to do just about everything … and they were determined to find it. Can you say the same, or are you easily discouraged?

Ask yourself the following question: “What today is impossible to do in your business … but, if it could be done, would fundamentally change what you do? Remember that what is impossible TODAY may very well be the NORM of tomorrow. And don’t hesitate as those who think it cannot be done will find themselves getting out of the way of those who are doing it!

Napoleon Hill once said: “Whatever the mind of man can conceive and believe, it can achieve!” I’m quite certain he was talking about square watermelon! Don’t you?

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

“Walk the Talk” Loses Credibility

There’s been a tremendous information infusion by the media on the subject of the current financial crisis facing our country at the moment. It’s all over the radio, television, magazines, newspapers, and Internet. However, I think it’s quite obvious that they’ve missed the boat … as usual. We’re not facing a financial crisis—we’re facing an obvious leadership crisis.

Morgan Stanley, AIG, Merrill Lynch, Lehman Brothers, Fannie Mae, and Freddie
Mac have dominated headlines for weeks now as they’ve lost billions of
dollars while providing golden parachutes worth millions to their leadership.
That’s a pretty nice reward for destroying a company and putting thousands of
employees out of work. CNN and Fox News both reported that President Bush’s most recent decision to assist these financial giants in their effort to stay afloat could very easily reach the trillion dollar mark!

What’s happened to the one time belief, respect, and practice of such things as a mission statement, vision statement, code of ethics, beliefs and values, code of conduct, and integrity? For instance, I did a little research and discovered the following information:

Lehman Brothers Mission Statement
“We are One Firm … defined by our unwavering commitment to our clients, our shareholders, and each other. Our mission is to build unwavering partnerships with and value for our clients, through the knowledge, creativity, and dedication of our people, leading to superior returns for our shareholders.”

Ouch!

AIG Code of Business Conduct and Ethics
It consists of 20 paragraphs for its executive staff.  Its six corporate values include respect, integrity and customer focus.

Merrill Lynch Code of Ethics
It consists of 12 long paragraphs.

Fannie Mae Code of Conduct
It consists of 26 long paragraphs.

Freddie Mac Mission Statement
It consists of six long paragraphs.

Morgan Stanley Code of Ethics and Business Conduct
It consists of 50 long paragraphs.

Now think about the concepts of walking the talk, closing the knowing-doing gap, and practicing what you preach the next time your organization discusses the need to conduct business in an ethical manner. It may sound like propaganda to some, and it may be ignored by others … like those once respectable, once successful organizations listed above. To avoid those deadly consequences, rethink the importance of walking the talk.

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Little-known Facts about Well-known Businesses – “Big Brown” Is More than It Appears

I must admit that I’ve gained a whole new respect for an organization that we, as customers, may be guilty of having taken for granted. It’s UPS—the United Parcel Service. When we hear the name, most of us think of big brown trucks in traffic, three simple letters, and package delivery. It’s really so much more than that. I doubt that many of us associate UPS with terms such as creativity, logistics, technology, technical repair and configuration; supply chain design and planning; international trade management, and customs brokerage. Our bad. There’s a lot we don’t know about this cutting-edge organization. For instance, were you aware of the following facts?

  • UPS is 101 years old.
  • It was founded in Seattle, with world headquarters in Atlanta.
  • UPS has 425,300 employees worldwide (358,000 in the U.S.).
  • 4 billion packages and documents were delivered last year.
  • 15.8 million packages and documents were delivered daily last year.
  • 2.3 million packages and documents are delivered daily by air.
  • 1.9 million international packages and documents are delivered daily.
  • The service area includes more than 200 countries and territories; every address in North America and Europe.
  • 7.9 million customers are served daily (1.8 million pick-up, 6.1 million delivery).
  • There are an average of 18.5 million daily on-line tracking requests at UPS.com.
  • Retail access can be found at: The UPS Store® (4,647 locations), Mail Boxes Etc.® (1,306 locations); 1,000 UPS customers centers, 17,000 authorized outlets, and 40,000 UPS drop boxes.
  • There are 1,801 operating facilities.
  • UPS has a delivery fleet of 93,637 package cars, vans, tractors and motorcycles, including 2,218 alternative-fuel vehicles.
  • UPS has a jet aircraft fleet of 268, the 9th largest airline in the world.
  • It has 311 chartered aircraft.
  • The daily flight segment includes 1,130 domestic and 796 international.
  • UPS serves 424 domestic airports and 389 international airports.
  • UPS air hubs are located in Louisville, Kentucky; Philadelphia, Pennsylvania; Dallas, Texas; Ontario, Canada; Rockford, Illinois; Columbia, South Carolina; Hartford, Connecticut; Miami, Florida; Cologne/Bonn, Germany; Taipei, Taiwan; Pampanga, Philippines; Hong Kong, Singapore; and Hamilton, Ontario, Canada.
  • There are 1,033 facilities in more than 120 countries, occupying 38 million square feet.
  • UPS is the leading provider of less-than-truckload services coast-to-coast with 6,353 tractors; 21,818 trailers, and 215+ service centers.

The next time you see one of those big brown trucks on the road or a bermuda-clad delivery person hustling a package to a customer, you’ll know a little bit more about the organization behind what you see. You might be interested in knowing that this is one of the most creative and innovative businesses in the world. Check out Make the Right Turn to Save Gas and Don’t Underestimate UPS for a few shocking examples.

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

The Sky’s the Limit

Over the past few years of doing research for our creativity seminars and keynote presentations, I’ve been forced to broaden my horizons and open my mind to accept just about anything. For instance, there was a time when you might have had a problem trying to convince me that the following examples actually exist:

  • Square watermelons
  • Solar-powered talking tombstones
  • Undersea community resorts
  • 747 limos on the freeway
  • 7-story corporate headquarters shaped like a picnic basket
  • Indoor ski resort in the desert
  • Billboards in the sand at the beach
  • Napping modules in the workplace
  • Caffeine-enhanced bath soap
  • Tracking pizza online … and the list goes on.

The latest addition to this unusual list is “Dinner in the Sky” … the latest must-have dining experience for the Uber rich. It’s exactly what the title infers, a restaurant in the sky. Visualize the perfect dinner party with 21 of your best friends and/or family members. Your party is gathered around a 30 by 16 foot 11,000 lb. (5 ½ ton) table, securely strapped into your seats with a four-point harness, and then elevated more than 150 feet in the air by a gigantic crane. There’s nothing between you and the ground other than the seat you’re strapped into and a small platform to support your feet.

The large oval table accommodates 22 people in addition to the three staff members, two world-class chefs and a waiter, in the kitchen located in the center of this unique creation. To add to your experience, the giant oval slowly revolves 180 degrees. If the rotation and the breathtaking scenery isn’t enough, you can invest a little more to include a second crane with platform—or more if desired—such as music, product introduction, etc. to heighten your magical moment. However, you can forget about chatting with your associates as the winds at 150 feet make quiet conversation near impossible.

Like any other luxury today, you have additional options available as well. If you choose, you can have Breakfast in the Sky, Lunch in the Sky, Cocktails in the Sky or even a business meeting in the sky … the only limit to the eight-hour experience is your imagination! You can even go up after dark as the platform is very well-illuminated.

Of course, there has to be a down side, and that would be the price. $15,000 for a three-hour session! That does not include electricity or catering, so this is clearly an experience reserved for the filthy rich. However, the concept is certainly catching on. It originally started in Austria and now has licensees in 16 countries! If you’d like to see some breathtaking pictures of this unique concept, go to this link for the video.

Let’s hope your safety harness prevents your experience from being The Last Supper and my only recommendation … be sure to hit the bathroom BEFORE you lift off.

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

The Power of Thought

It’s quite obvious that we, as a nation, are exposed to more stressful situations today than at any time in recent history. At the same time, we have more information and coping strategies available to us as well. However, availability means nothing. Utilization means everything. It’s that knowing-doing gap all over again.

William James (1842-1910), the American philosopher and psychologist known as “the father of American psychology,” once shared this wise observation: “The greatest weapon against stress is our ability to choose one thought over another.”

The true challenge, of course, is to make that choice. History reveals countless scenarios where a choice would have made all of the difference and yet no choice was made. Choosing not to choose is a choice!

It’s also quite obvious that the more information you have at your disposal, the wiser the choice you will make. Consider this shocking fact: “A weekday edition of The New York Times contains more information than the average person was likely to come across in a lifetime in 17th century England.”

Thomas L. Friedman, author of the best-selling The World Is Flat, states that “Never before in the history of the planet have so many people—on their own—had the ability to find so much information about so many things and about so many other people.”

While both of these observations are indeed encouraging to our effort to combat the many stresses we face today, the fact remains that we, as individuals and organizations, must exert the effort to seek out, absorb, and apply this necessary information. More than ever before we must research, read, benchmark, seek mentors, ask and observe. Everyone has equal access … not everyone pursues it. The responsibility is yours.

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

A Bottomless Pit of Obvious Questions

I’m afraid I’m getting a complex … another one, I mean. This one involves these crazy questions that no one seems to be able to answer. And they just keep coming. I can’t get over the fact that these questions have lingered out there for what seems forever, and no one, other than myself, seems to be tortured by that fact. I guess that’s a pretty strong indicator that I need to “get a life”!

On the other hand, questioning the obvious has always been rewarding for me in one way or another so I think I’ll stick with it.

  • When does it stop being partly cloudy and start being partly sunny?
  • Why is it that on a phone or calculator the number five has a little dot on it?
  • Why aren’t drapes double-sided so it looks nice on the inside and outside of your home?
  • Why is it that when we “skate on thin ice,” we can “get in hot water”?
  • If parents say, “Never take candy from strangers” then why do we TRICK-OR-TREAT on Halloween?
  • Why is it called a funny bone, when if you hit it, it’s not funny at all?
  • How come you never see a billboard being put up by the highway?
  • Why is it that no matter what color bubble bath you use, the bubbles are always white?
  • Why do they put holes in crackers?
  • Why do British people never sound British when they sing?
  • If you had a three-story house and were in the second floor, isn’t it possible that you can be upstairs and downstairs at the same time?
  • On Gilligan’s Island, how did Ginger have so many different outfits when they were only going on a three-hour tour?
  • Why do we say we’re head over heels when we’re happy? Isn’t that the way we normally are?
  • Why don’t we call life insurance death insurance? The insurance can’t be collected until there has been a death.
  • Why do they announce power outages on TV? Unless you have a wind-up TV, you’re not going to hear that announcement!

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Don’t Underestimate UPS

One of the many things I enjoy and appreciate about reading is the thrill of constant discovery. If you’re reading the right material, it’s quite obvious that the more you read, the more you learn.

For instance, like so many others, I spent years seeing those busy bee UPS drivers dressed in their dull brown uniforms driving their oversized, unattractive brown trucks all over the country delivering packages. Little did I know that, behind the scenes and unbeknownst to most of us, Big Brown was changing the world by focusing on logistics of all things.

Forbes Magazine says: “UPS used to be a trucking company with technology. Now it’s a technology company with trucks!” This, of course, is an excellent example of the needed change we’re hearing so much about in today’s media.

In his best selling book The World Is Flat, author Thomas. L. Friedman shares a few perfect examples of what UPS is doing in its new role of flattening the world.

For quite some time, the Toshiba Corporation suffered from a major image problem as a result of simply taking far too long to repair the broken laptops. Today, if you happen to own a Toshiba laptop computer that is under warranty and you have a problem with it, you’ll be happy to know that all you have to do is call Toshiba to have it repaired. That much hasn’t changed. However, from that point on there’s a world of difference in procedure. They will tell you to drop it off at a UPS store and have it shipped to Toshiba. However, here’s what they don’t tell you:

UPS will pick up your computer and deliver it to its hub in Louisville, Kentucky. That hasn’t changed either. However, once it arrives at the hub, it’s no longer shipped on to Toshiba for repair. UPS employees, trained and certified by Toshiba, will repair computers and printers right there at the airport in their own workshop. If you could visit that hub repair facility, you’d find UPS employees dressed in blue smocks, in a special clean room, replacing motherboards in broken Toshiba laptops.

UPS analyzed the time factor and then suggested to Toshiba that it simply cut out the many middle steps that were causing the disturbing delays. Those steps of course consisted of shipping the computers from Louisville to the Toshiba repair facility, repairing it at that location, and then shipping it back to Louisville before being returned to the customer. In certifying Big Brown technicians, it is now possible to send your Toshiba laptop in one day, get it repaired the next, and have it back the third day! As a result, Toshiba’s customer complaints have been reduced dramatically!

While you’re digesting that example of “thinking out-of-the-box,” don’t make the mistake of thinking that its creativity stops there. Due to increasing gas prices and time challenges, many people have chosen to avoid the local mall when shopping for tennis shoes. Now you can simply go online and order a pair of Nikes from its web site. That order is then routed to a UPS-owned warehouse near the Kentucky hub and a UPS employee picks, inspects, packs, and delivers your shoes for Nike.

The same procedure holds true if you happen to order your underwear from Jockey.com. UPS employees, trained by the good folks from Jockey, will actually fill the order, bag it, label it, and deliver it to you from another large warehouse in Louisville!

So the next time you’re comfortably sitting in your living room decked out in your underwear and tennis shoes working on your laptop, gives thanks to your very creative friends at Big Brown!

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

9-11 – This Scar Won’t Heal!

I’m constantly astounded at the timing of events in my life. Maybe it was always like this, but I never took the time to notice it. Now that I’m getting older, timing of certain events seems much more evident to me.

I just returned from working with one of our clients in the Wall Street area of New York City. I must admit that it really didn’t dawn on me that we are fast approaching the seventh anniversary of the tragic devastation of the Twin Towers of the World Trade Center.

I arrived in the Big Apple after the typical flight fiasco that accompanies every trip to NYC. The cab ride from LaGuardia Airport to the Millennium Hilton in lower Manhattan was as long, slow, and hectic as usual, and I arrived somewhat tired and frustrated. I was aware of the fact that my hotel was in the heart of the financial district, not far from a number of tourist attractions such as Wall Street, China Town, Soho, Tribeca, the Holland Tunnel, and the Stock Exchange. I discovered another attraction as I finally arrived at my room on the 30th floor.

After shedding my luggage, I opened the drapes to get a view of the New York skyline. Oddly enough, the first thing to greet my eyes was the Hudson River glistening in the late afternoon sunlight two blocks in front of me. Across the river, I could plainly see the Jersey City skyline, standing proudly on the opposite shore. Within mere seconds, my eyes quickly worked their way back toward my hotel, and I was suddenly confronted with a breathtaking, almost heart-stopping view of a 16-acre hole in the ground commonly known as Ground Zero. It was a total shock to me as I had entered the hotel from a side entrance and had no idea I was so close to this historic site.

As my eyes focused on the scene below, dozens of thoughts went through my mind faster than I was capable of processing them. It was hard to believe that this horrific scar on the face of what is often called the “World’s Capital City” once housed the two 110-floor Twin Towers, World Trade Center Buildings #4, #5, #6, and #7 and the World Financial Center complex.

From my position 30 floors above a densely packed mass of humanity, I saw nothing but dirt, heavy construction, dozens of dump trucks, and a fenced walkway around the perimeter erected to safely allow visitors to pay their respects as they try to comprehend the enormity of the devastation. This is what remains SEVEN years after that fateful morning that changed our lives in so many drastic ways!

The building in which I was standing, the Millennium Hilton, was also moderately damaged and has been repaired and remodeled. However, I tried to imagine what it was like to stand in this large picture window directly across the street from the Twin Towers as they were attacked and ultimately destroyed.

My mind continued to spiral through the many pictures, film clips, and news articles I’ve viewed over the years describing this horrible tragedy. The world watched in horror as approximately 3,000 people died, including 350 rescue workers. The overwhelming majority of casualties were civilians, including nationals of more than 90 different countries.

Three of the seven buildings in the World Trade Center Complex collapsed due to structural failure that day. The south tower fell at approximately 10 a.m., after burning for 56 minutes in a fire caused by the impact of United Airlines Flight 175. The north tower collapsed a half hour later after burning for approximately 102 minutes. 7 World Trade Center collapsed later in the day at 5:30 p.m. after being hammered by debris and fires all afternoon.

1,366 people died who were at or above the floors of impact in the North Tower. According to the Commission Report, hundreds were killed instantly by the impact, while the rest were trapped and died after the tower collapsed. As many as 600 people were killed instantly or were trapped at or above the floors of impact in the South Tower. And most incomprehensible, at least 200 people jumped to their deaths from the burning towers, landing on the streets and rooftops of adjacent buildings hundreds of feet below. All of these facts raced through my mind as I took in the view unfolded 30 floors below me.

As appalling as these facts sound, it could easily have been much worse. Believe it or not, the NIST (National Institute of Standards and Technology) estimated that approximately 17,400 civilians were in the Trade Tower Center complex at the time of the attacks! The vast majority of people below the impact zone safely evacuated the buildings, along with 18 individuals who were in the impact zone in the south tower.

I share this information not to be morbid or to unlock the tragic memories we shared as a proud nation. I do it in the hope that we understand that we can never forget that devastating day and what it has meant to us and the world in the days that have passed. For many years, those majestic Twin Towers, reaching for the heavens, served as a navigational system for New Yorkers and visitors from all over the world, They served as a compass from any point in this enormous metropolis. Today, there’s very little to see, and yet the site nonetheless attracts hundreds of thousands of visitors a year, by even conservative estimates.

I finally managed to pull myself away from that window and made my way to dinner. Later that night, near midnight, I made my way to the street to join hundreds of tourists from all over the world as they shuffled the perimeter of this eerie site of contemplation, loss, reverence, respect, survival, heroism and hope. I can’t describe the emotion in the air that evening, but I can tell you that it could be cut with a knife. At that stirring moment, everyone there was an honorary and very proud American.

New York has resolved to rebuild the WTC, and redevelopment is underway to transform Ground Zero into a thriving union of commerce. Five new towers are scheduled for completion by 2012. However, until that happens, citizens of the world will continue to take advantage of the free walking tour through five exhibits or the one-hour guided tours available for a $10 donation. Ironically, those tours begin on a side street bordering the historic site … a street filled with vendors selling souvenirs, pictures, and replicas of the towers … a street christened LIBERTY STREET.

While this event was tragic and will always be viewed with sorrow and pain, it must be remembered as a lesson never to be forgotten … a remembrance dedicated to the men, women and children who lost their lives; all those who sacrificed their lives; and to all the heroes who responded to the emergency in New York City, Washington, D.C., and a farmer’s field near Shanksville, Pennsylvania, on September 11th, 2001.

We must never forget those 16 acres, seven buildings, 3,000+ people, two towers, and doomed zip code—10048. Take just a few moments out of your busy day and do your part to remember and respect those who lost their lives on that tragic day by viewing the video Where Were You When the World Stopped Turning?

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Communication Solutions with a Smile

It’s nice to know that an organization has a sense of humor … especially when it’s a segment of an industry that’s currently taking a beating for more reasons than we care to list here.

I’m talking about Qantas Airlines, known by many as The Flying Kangaroo, which is the national airline of Australia. The name was originally an acronym for the “Queensland and Northern Territory Aerial Services.”

Before sharing Qantas Airlines’s sense of humor, let’s give credit where credit is due. Qantas is Australia’s largest airline and is currently based in Sydney. It is the world’s second oldest continuously operating airline (behind KLM) and the oldest in the English-speaking world.

Last year (2007), Qantas was voted the fifth best airline in the world and, more importantly, it has the best safety record of all the world’s major airlines. I have a feeling that title may very well stem from its great sense of humor which has enhanced communication levels.

In our consulting and training experiences, I have found many examples which lend truth to the observation by author John Gardner that “most ailing organizations have developed a functional blindness to their own defects.” One of the most constant defects we find is simple communication. I’m amazed at some of the things we discover that are said and written within organizations. Worse yet, this kind of communication is not only openly accepted but seldom challenged. Not so at Qantas Airlines.

According to an unknown internal source, ground crew engineers grew tired of receiving incomplete and unclear feedback from the pilots. Apparently, after each flight, pilots fill out a “gripe sheet” report, conveying to the ground crew any mechanical problems which may have occurred during the flight.

The ground crew reads the form, corrects the problem, then records details of the action taken to correct the problem. Evidently, the pilots were becoming more and more vague in their descriptions and were not responding to requests to be more explicit on the report. The ground crew decided to do something about it. They gave the pilots a taste of their own medicine.

The following comments are supposedly real extracts from “gripe forms” completed by pilots with the solution responses of the ground crew.

P) = The problem logged by the pilot.
M) = The solution and action taken by the mechanic.

P) Left, inside main tire almost needs replacement.
M) Almost replaced left, inside main tire.

P) Something loose in cockpit.
M) Something tightened in cockpit.

P) Dead bugs on windshield.
M) Live bugs on back order.

P) Mouse in cockpit.
M) Cat installed.

P) Target radar hums.
M) Reprogrammed target radar with lyrics.

P) Noise under instrument panel. Sounds like midget pounding with a hammer.
M) Took hammer away from midget.

P) Suspected crack in windshield.
M) Suspect you’re right.

P) Evidence of leak on right, main landing gear.
M) Evidence removed.

P) Number 3 engine missing.
M) Engine found on right wing after brief search.

Apparently the ground crew made its point. Feedback reports immediately improved, and communication levels continue to be excellent, contributing greatly to its status of having the best safety record of all the world’s major airlines. What’s the communication status in your organization? If needed, are steps being taken to correct any problems?

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.

Make the Right Turn to Save Gas

The purpose of this series of articles on thinking out-of-the-box is to continually point out the numerous examples of creative thinking that we can find in our daily environment. I find something every day that reminds me that there’s no limit to the creative solutions we, as a nation, can produce to solve problems, overcome obstacles, and navigate the speed bumps of life.

I may be rare in the fact that I just naturally draw assumptions from time to time. For instance, ask me to quickly toss out the name of an organization I would consider as creative and innovative, and I might offer up something like Disney or Google, and I would obviously be correct. Both of those choices were relatively safe bets. However, you might be stunned at the number of tremendously enterprising businesses that dot the landscape from coast to coast … companies which, at first glance, appear to be Clark-Kent-like in their daily mild-mannered appearance. However, under closer scrutiny, their “super” inner-structure is remarkably focused on ingenious and revolutionary outcomes to cope with an ever-changing and increasingly competitive environment.

One such company today is UPS—The United Parcel Service. Mention “Big Brown” and many folks think of the Kentucky Derby winner that captured hearts and headlines earlier in the year. Others immediately envision the traditional over-sized brown delivery truck which has been manipulating our streets for decades to deliver packages and documents to customers worldwide.

Creativity probably does not come to mind as you visualize one of those vehicles or those who navigate those monstrosities along their daily routes. You might be surprised at what goes on within this organization. UPS is breaking ground every day with its cutting-edge technology and innovative breakthroughs. Let me share just one of the many.

UPS boasts a delivery fleet of 93,637 package cars, vans, tractors and motorcycles worldwide. Can you imagine its concern over rising gas prices the past few years? Rather than sitting back waiting for someone else to solve this rapidly growing dilemma, UPS put their heads together in an effort to deal with this critical challenge.

UPS apparently made the right choice. Literally. After deliberate research and study, UPS discovered it could squeeze the most out of each gallon of gasoline by simply turning right as often as possible. Stay with me here.

UPS drivers are trained to map their routes to turn right whenever possible. It saves fuel and reduces emissions by minimizing the length of time their trucks are idling. And it’s safer too, because they don’t have to cross traffic. With left turns, more time is spent idling while waiting for oncoming traffic, and right-on-red regulations also help save fuel.

UPS drivers have been doing this for several years, and they say the savings are substantial. In the beginning it was an informal trial and error approach. Now they have a combination of not just experience but computers, codes, and programs that allow them to plot out right-turn routes in seconds. UPS dispatchers map out directions on tablets known as DIAD boards. Every route is designed to take right turns whenever possible.

The company estimates that in 2007, UPS saved 3.1 million gallons of fuel and avoided discharging 32,000 metric tons of emissions into the air by turning right whenever possible. Do the math. In the U.S. alone, UPS has 61,000 drivers so if it can save one gallon of gas on each of those 61,000 routes, that’s a lot of fuel. Last year alone, it saved over $12 million on fuel costs! You can bet UPS has also saved a bundle by avoiding accidents by not having to turn into oncoming traffic thousands of times a day.

Can you imagine the tremendous amount of gas we could save in this country if everyone would practice this very simple technique?

About Harry K. Jones

Harry K. Jones is a motivational speaker and consultant for AchieveMax®, Inc., a company of professional speakers who provide custom-designed seminars, keynote presentations, and consulting services. Harry's top requested topics include change management, customer service, creativity, employee retention, goal setting, leadership, stress management, teamwork, and time management. For more information on Harry's presentations, please call 800-886-2629 or fill out our contact form.