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Rob Reider
The Search for Best Practices: Doing the Right Thing the Right Way
Copyright © Rob Reider, 2015.
All rights reserved. No part of this publication may be reproduced,
stored in a retrieval system, or transmitted in any form or by any
means—electronic, mechanical, photocopy, recording, or any other
except for brief quotations, not to exceed 400 words, without the prior
permission of the publisher.
10 9 8 7 6 5 4 3 2 1
Keywords
best practices, communication systems, corporate culture, economies,
efficiencies and effectiveness, management, operating systems, organiza-
tional atmosphere, organization structure, personnel, teamwork
Contents
Preface��������������������������������������������������������������������������������������������������ix
Appendices�����������������������������������������������������������������������������������������235
About the Author��������������������������������������������������������������������������������247
Other Books by Rob Reider������������������������������������������������������������������249
Index�������������������������������������������������������������������������������������������������251
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Preface
I have a confession to make—I am a management consultant. That’s the
professional who charges you an exorbitant fee to review your operations,
tells you what you’re doing wrong, and then sells your good ideas (best
practices) to their next client. I call this the “honey bee” concept, which is
the sharing of best practices from one client (the honeysuckle) to another
client (the skunk cabbage). In fact, one of the major skills to look for in
hiring a management consultant is the ability to recognize a good system
or best practice that works elsewhere, borrow it, and then make it work
for your company. I call this the consultant’s version of three-card Monte
or steal the old man’s bundle. A consultant (external gun for hire or inter-
nal staff) should be hired for his or her expertise in creative problem solv-
ing by identifying trouble spots and the best practice for remedying the
situation. It doesn’t really matter where the solution comes from or that
it’s not the way the company or the industry has always done things. If it
works, do it. This is called “doing the right thing.” The next step is keep-
ing it that way and continually improving.
I was sitting at a bar in a fancy new airport hotel, one of those all glass
with an atrium and bar in the center, offering elaborate happy hours,
focused on keeping you and 4,000 downsized corporate employees fed
and mellow for the next month. I had just finished conducting a profes-
sional seminar for managers and executives on how to operate their busi-
nesses more economically (at the least possible cost), efficiently (using the
best available systems), and effectively (achieving maximum results). The
theme of the seminar was how to work less and achieve more through the
use of best practices.
I sat alone at the bar munching on the executive health snack, peanuts
and pretzels, when the bartender came over. I asked her where the crowd
was. She responded that it was like this most weeknights. I asked her why
they continued to put out such an elaborate spread of food with so little
traffic. She shrugged her shoulders and said “don’t ask me, I only work
here, for less than minimum wage, go ask the so-called manager, if you can
find him.” I shook my head, always the consultant trying to solve every-
one’s problems. As this was my attitude adjustment time after dealing with
kvetchy business managers all day, I let it drop but stored what the bigger
picture was in my mind—that is, incompetent management and under-
employed personnel. I was sensing a national trend of corporate decay in
my travels. The country’s corporate organizations were in need of an atti-
tude adjustment. I ordered them a consultant’s dinner—a double martini.
standard operating procedure (SOP) was now the cause for dismissal, and
garden paths were replacing career paths.
They were all fearful of losing their jobs, although each one expressed
that he or she was doing a good job. They wanted to know why they felt so
desolate in their situations. I told them that I couldn’t provide specifics with-
out analyzing their individual situations, a typical consultant’s response, but
if their companies would implement the best practice techniques discussed
in my seminar, their situations would improve. The CFO said that would
be wonderful, but it would never happen at her company. Her boss really
should have been at the seminar, but he was too busy attending meetings
to discuss a new office layout to reduce cubicle space allowing for more
workers per square inch without reducing a manager’s private office space.
I told them the best they could probably do in their circumstances was
to get enough people in their organization that felt as they did and then
“screw them from the inside.” To emphasize the point of the dangers that
can befall when you assume your company is trying to do the right thing,
I shared the story of one of my close professional friends, Jack Ratter. Jack
was the executive vice president of operations for a large industrial pack-
aging manufacturer. Jack’s company, like many in the present economy,
was looking for ways to do things better—that is, revenue enhancement
and cost reduction. I was working with Jack’s group to identify those
product lines of highest profitability together with earmarking those cus-
tomers with the greatest potential for ordering these items.
While we were working on plans for how to do the right thing, the
CEO and top management were developing cost-cutting plans to make
next quarter’s numbers look good to the stockholders. Their plans were
so counter to ours that Jack couldn’t hire additional personnel to meet
customer commitments, but had to cut 20 percent of present production
personnel to meet the CEO’s cost-cutting targets.
My seminar participants thought that this story was very funny and
close to home. They all agreed that change would also never work in
their situation unless they could change the thinking of their bosses, their
bosses’ bosses, and so on. I asked them how they thought this could be
done, as their bosses wouldn’t listen to them. They all said loudly and
in unison “why don’t you write a book, we think they can read.” So,
here goes. This is for all you decision makers who don’t have the time to
learn how to make the right decisions, in the hope that there are really
xiv Preface
individuals out there who do know what they are doing. Please, be there
for Jack’s sake.
I never did get my “free” martini. I wonder if anyone was charged for it.
This book is intended for the big bosses who make the ultimate deci-
sions and get the golden parachutes, as well as the little bosses, and blind
followers who provide the basis for making these decisions and ultimately
get the golden screw. Those of you, who are interested in doing the right
thing in spite of the counter pressure within your organization, may also
gain some insights into the inner workings of organizational crazy making
and how to live with it or change it.
Each section of the book discusses some of the right ways to deal with
things and shares some anecdotes on my experiences. Each anecdote is a
filmic moment of insight into some of the basic truths of organizational
existence and the search for best practices. If you recognize yourself or
your organization in any of these anecdotes, it may not be just coinciden-
tal. The viruses that are corrupting our organizations are widespread and
quite contagious. The nouveau quick fixes may be okay in the short term,
but over the long haul, the company better know what it is doing and
recognize the best practice and the right thing. If the company doesn’t,
some other company will.
Before one even thinks about what best practices might be relevant for
the organization, it is necessary to determine why the organization is in
existence. When I ask my clients this question, invariably the answer is to
2 THE SEARCH FOR BEST PRACTICES
make money. Although this is partly true, there are really only two reasons
for an organizational entity to exist:
This means that we stay in business for the long term to serve our cus-
tomers and to grow and prosper. A starting point for establishing desired
best practices is to know which business the organization is really in (such
as the previous two) so that operational efficiencies and effectiveness can
be compared.
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