October 31, 2011—Issue #110
This week’s focus point: I’ve never seen a company or institution with unhappy employees and happy customers. Employees are assets, not expenses, yet many executives think they should be investing in equipment maintenance but not people maintenance. Among the worst offenders are banks, newspapers, and airlines. Apparently, Qantas would rather close its operation, ground its fleet, and inconvenience tens of thousands of customers than try to resolve its people issues. TWA, Eastern, and others were all driven out of business by horrible management-labor relationships. Neither unions nor management are always right or always wrong, but when you decide to take your ball and leave the playground you are a child, not an adult.
Monday Morning Perspective: He can board and carry an enemy frigate with guns roaring and drums beating in a couple of minutes; but that is no way to give a girl much pleasure. — Diane Villiers describing Jack Aubrey in “The Yellow Admiral,” one of Patrick O’Brian’s series of naval novels.
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© Alan Weiss 2011. All rights reserved