file :i* includes ! orig9al illu/rations4 ,see #cigfa-;h4htm or #cigfa-;h4zip3 7https3_/_/www4gut5b]g4org_/ca*e_/epub_/ #cigfa_/pg#cigfa-;images4html7 or 7https3_/_/www4gut5b]g4org_/files_/#cigf a_/cigfa-;h4zip7 ,,! ,,knack ,,( ,,manag+ by ,,lewis ,k4 ,,urquh>t & ,,h]b]t ,,watson ,publi%$ by ,factory ,managem5t ,& ,ma9t5ance #ccj ,we/ #dbnd ,/reet ,new ,york ,city1 ,n4 ,y4 ,illu/ration3 ,a ,mc,g,r,a,w-,,hill ,,publication #ccj ,we/ #dbnd ,/reet ,new ,york ,city1 ,n4 ,y4 ,i ,analysis ,someone once said--probably x 0 ,mr4 ,s*wab--t giv5 ! "r organization x 0 no h>d] to manage ! ,u4 ,s4 ,/eel ,corporation ?an to op]ate a peanut /&4 ,& ,mr4 ,s*wab ought to "k1 al?\gh no life-siz$ portrait ( him all dress$ up l a peanut v5dor has ev] be5 br\ght to our att5tion4 ,h[ev] t may be1 8 /atem5t is int]e/+--especially int]e/+ because 8 appraisal ( ! job ( manag+ v ne>ly approa*es ours4 ,9 ,! ,knack ( ,manag+1 y see1 mu* ( ! emphasis w be on ! fact t ! fundam5tal ,,pr9ciples ,,( ,,managem5t apply to e bus9ess alike4 ,& if we may />t out ) ! premise t manag+ ,mr4 ,s*wab's ,be?lehem ,/eel ,company is n su* a f> cry f op]at+ a pretzel plant or a furniture factory1 our battle is already half won4 ,,! ,,pr9ciples ,,( ,,managem5t v>y n at all1 h[ev] diff]5t may be ! ,,me*anics ,,( ,,application4 ,h[ (t5 ! editor1 h[ (t5 ! equipm5t salesman1 li/5s to t "t-worn tale ( woe3 ,my bus9ess is diff]5t4 ,s-&-s c d t sort ( ?+4 ,b ,i make gadgets--& y\r conveyors1 y\r air condition]s or :atev] x is y write ab\t or sell1 won't d me a bit ( good4 ,( c\rse 8 bus9ess is diff]5t--diff]5t 9 its individual *>act]i/ics1 its f9ancial1 sales1 production1 labor problems4 ,b !y are only ! ,,clo!s ! bus9ess we>s4 ,!y may diff] f ! clo!s ( ano!r ent]prise z widely z ! frilly importation f ! ,rue de la ,paix diff]s f ! sleazy issue ( ! ,ea/ ,side sweat %op4 ,b und]nea? ! clo!s ! arti/ kn[s !re is ! human body--& a /udy ( anatomy is necess>y be=e he c pa9t ! picture4 ,b5ea? ! clo!s ( ! bus9ess are ! pr9ciples ( managem5t--,! ,,anatomy ,,( ,,managem5t--! framework ^u :i* ! complet$ /ructure is built4 ,doesn't x all boil d[n to some?+ l ! ,colonel's lady & ,judy ,o',grady8 ,"o1 presumably1 wore a brief peignoir ) a ,p>is label2 ! o!r1 a sub/antial bungal[ apron f a dep>tm5t /ore basem5t4 ,b w]5't !y si/]s "u ! sk98 ,/ripp$ ( all ! furbel[s--! details ( op]ation1 ( tools1 ( mat]ials--! objectives ( our /eel ma/]1 our peanut v5dor1 our pretzel mak]1 our furniture manufactur]1 are "o & ! same ?+4 ,_! e-day job1 9 %ort1 is to get some?+ well done ) maximum dispat* & at m9imum exp5se4 ,t's managem5t's job4 ,x goes = e type ( ent]prise2 :e!r x involves ! use ( a million doll>s' capital1 or only t5 c5ts' c>f>e--or a few m9utes ( a man's "t4 ,! clo!s matt] n at all4 ,b5ea? !m ! fundam5tal /eps 9 manag+ are id5tical4 ,! basic ,,knack ,,( ,,manag+ is ! same4 ,consid] "o ( ! simple/ =ms ( bus9ess ent]prise--! deliv]y ( a message4 ,! err& boy--if he's wor? 8 salt & is really manag+ 8 job--does 9 pr9ciple exactly :at ! g5]al manag] ( ! glass plant1 ! automobile factory1 ! textile mill1 does :5 he comes face to face ) 8 problems4 ,9 pr9ciple1 m9d y4 ,,fir/--?is is ! err& boy manag+ 8 job--he settles 9 8 m9d exactly :]e he has to g4 ,n j ov] to ,f$]al ,/reet--b to #fc ,f$]al4 ,9 a ^w1 he ,,analyzes ,,! ,,bus9ess or ! job to be done4 ,,analysis1 !n1 is ! fir/ /ep4 ,,second--he figures out ! %orte/1 mo/ economical way to g !re4 ,9 o!r words1 he ,,plans ,,! ,,do+ ,,( ,,! ,,job = ! lea/ exp5diture4 ,,plann+ is ! second /ep4 ,,?ird--%all he walk or %all he ride8 ,%all he d ! "w himself8 ,or %all he hire someone else to d x = him8 ,8 ?ird /ep1 y see1 is ,,organization4 ,he organizes ! h&l+ ( 8 "w4 ,! "r organization1 said ,mr4 ,s*wab---- ,,f\r?--he mu/ get s]vice4 ,!re are o!r err& boys4 ,!re are elevator m51 (fice boys to meet & get along ) if he is to execute 8 err& ) ! greate/ dispat*4 ,n[1 y see1 he's ,,h&l+ ,,! ,,help4 ,! manag] ( ! piano plant1 ! ag5t ( ! cotton mill1 w\ld call t phase ( 8 job ,,indu/rial ,,relations4 ,,fif?--,all ! "t he's plann+1 go+ & do+1 he nev] loses sight ( ! f9al object ( 8 err&4 ,he nev] =gets he has a message1 p]haps a bun* ( securities1 to deliv]4 ,he keeps 8 eye on ! p>cel he's c>ry+4 ,he gets a receipt be=e he lets g ( x4 ,9 o!r words1 he ,,sup]vises ,,& ,,c>es = 8 bus9ess4 ,! manag] ( ! %oe %op1 ( ! furniture factory1 nev] =gets ! f9al objective4 ,aft] all1 x's ,,pr(it4 --------------------------- ,analyz+ ! ,job --------------------------- _/ _/ _/ _/ -------------- --------------- ,plann+ ! ,organiz+ ,op]ations ! ,"w -------------- --------------- _/ _/ _/ _/ ------------------------- ,h&l+ ! ,help ------------------------- ----------------------------- ,sup]vis+ & ,cons]v+ ! ,bus9ess ----------------------------- ,n[ look at ! *>t4 ,x pictures ,,! ,,anatomy ,,( ,,managem5t4 ,! ,*9ese say a picture is wor? t5 ?\s& words4 ,& x w\ld take a heap ( writ+ to tell ! /ory m completely1 m simply ?an ?is picture4 ,try hang+ ! clo!s ( y\r ma*9e %op1 y\r woodwork+ plant1 y\r pap] mill1 on x4 ,,!y ,,fit1 don't !y8 ,true1 ! *>t is drawn f "o ( ! mo/ primitive tasks ( managem5t--! simple deliv]y ( a message4 ,b suppose ! boy doesn't deliv] ! message himself1 b has an assi/ant4 ,won't x be necess>y to g ?r\gh exactly ! same motions8 ,suppose1 in/ead ( "o message1 !re are fifty4 ,fifty assi/ants w be necess>y4 ,w ! job ( manag+ v>y a jot--or ev5 a tittle8 ,n[ sub/itute fifty boxes = fifty messages4 ,! boxes h to be %ipp$4 ,! same processes ( ?\ght1 ! same pr9ciples ( managem5t1 apply4 ,if1 in/ead ( fifty boxes to be %ipp$1 fifty ma*9es are to be manufactur$--or if in/ead ( fifty ma*9es x's fifty ?\s&1 & a ?\s& m5 & a million doll>s ( capital are to be employ$1 e "o ( ! five pr9ciples %[n on ! *>t w be us$4 ,& e ess5tial po9t 9 ! managem5t ( ! bus9ess c\ld be cov]$ by ^? five fundam5tals4 ,n[ sub/itute %ips or %oes or breakfa/ food = ! ma*9es we h be5 talk+ ab\t1 & x becomes cle>] ?an ev] t ?is ,,bus9ess ,,( ,,manag+ recognizes no indu/rial f5ces4 ,le>n to manage a peanut /& &1 9 pr9ciple1 y are well on ! road to kn[+ h[ to h&le ! affairs ( ! ,u4 ,s4 ,/eel ,corporation4 ,five /eps !re are3 7#a7 ,analyze2 7#b7 ,plan2 7#c7 ,organize2 7#d7 ,h&le2 7#e7 ,sup]vise4 ,tackle any job on ?is basis & foll[ ?r\gh4 ,! *ances t success w cr[n y\r ef=ts f> outweigh ! possibilities ( failure4 ,at lea/1 approa*+ a job f ^! five successive angles %\ld limit ! causes ( failure to circum/ances q beyond y\r control4 99 99 99 99 99 ,,five ,,pr9ciples ,,( ,,managem5t1 !n4 ,_! skillful application to a bus9ess or to a job is ! ,,knack ,,( ,,manag+4 ,to d a real bang-up job ( manag+1 :e!r c>ry+ a message or direct+ a million-doll> bus9ess1 ! fir/ /ep is3 ,don't make a s+le move until y've f\nd out exactly :at ne$s to be done4 ,b our fir/ ,d turn$ out to be a ,don't4 ,s let's re/ate x4 ,f9d out exactly :at has to be done be=e y make a s+le move4 ,y've he>d t be=e8 ,& x doesn't mean a ?+8 ,nei!r did x mean a ?+ to a bright "y man :o 0 tak5 on z production manag] 9 a %oe factory4 ,! %oes 7 good4 ,prices 7 "r4 ,bus9ess 0 boom+4 ,! factory 0 full ( ord]s4 ,b someh[ or o!r %oes w]5't gett+ %ipp$ on "t--or any?+ l on "t4 ,?ree to f\r weeks late came to be ! cu/om>y ?+4 ,& cu/om]s 71 ne$less to say1 kick+ l /e]s4 ,s ! bright "y man 0 tak5 on to get ?+s iron$ out4 ,he pit*$ 9 ) vim & vigor4 ,! fir/ morn+'s mail br\ght a doz5 compla9ts ( sl[ deliv]ies4 ,p 7 practically b>efoot out 9 ,kansas & ,ohio4 ,!y 7 wait+ = ^? %oes4 ,ha6 said ! new production manag]1 ,n\s v]rons4 ,:i* means1 ev5 9 ,engli%1 ,n[1 = :at we are ab\t to see1 make u truly ?ankful4 ,& he w5t away f !re to see :y ^? ord]s w]5't out ! door4 ,he 0 out to prove some?+4 ,& ,provid5ce--,rhode ,isl&--_h suppli$ him ) en\gh ammunition to %oot a manufactur+ organization full ( holes4 ,ea* ord] 0 trac$4 ,"o 0 9 ! %ipp+ room4 ,:at's hold+ ?is up8 he ask$ ! %ipp+ cl]k4 ,hav5't _h "t to %ip x4 ,& we got o!r %oes t h be5 wait+ long] ?an ^?4 ,x's a fea/ or a fam9e d[n "h4 ,"s days we j c't get 'em out4 ,y're work+ %ort-h&$4 ,get a c\ple m pack]s4 ,y've got to get ^? %oes out4 ,! cu/om]s are holl]+ l hell4 ,get 'em out6 ,he f\nd ano!r ord] up 9 ! cutt+ room4 ,b :y report ! conv]sation8 ,x v>i$ only 9 ! numb] ( cusswords us$4 ,x 0 always ! old /ory4 ,c't be done4 ,put m p on !n4 ,w two be en\gh8 ,or _h we bett] make x ?ree8 ,all d[n ! l9e x w5t4 ,m p4 ,co/s w5t up4 ,& did ord]s get out8 ,oh1 yes1 "s did4 ,b !y got out at ! exp5se ( o!rs4 ,!re 0 m conge/ion ?an ev]4 ,compla9ts increas$4 ,!n ! big boss call$ him 9--& d[n--po9t$ out ! increas+ co/s & ask$ h[ come4 ,s ! new production manag] w5t back ov] 8 trail dem&+ retr5*m5t4 ,put 'em on 0 *ang$ to take 'em (f4 ,! big boss tells ! re/ ( ! /ory4 ,he _h simply jump$ 9 )\t f9d+ out :at x 0 he _h to d4 ,maybe x 0 my fault = giv+ him too mu* rope4 ,anyway1 he hang$ himself--or r we _h to fire him4 ,!n we took on a quiet lad :o _h s]v$ 8 appr5tice%ip ) a l>ge electrical supply h\se4 ,he didn't "k a twelve-iron sole f a ?ree-qu>t] fox+4 ,b he knew pl5ty ab\t manag+1 z x turn$ out4 ,i wat*$ him4 ,?+s 7 9 a bad way1 y see1 & gett+ no bett] fa/4 ,he did no?+ mu* = sev]al days b read 8 mail4 ,sat ar\nd 8 (fice4 ,didn't make a move to boss anyone4 ,/uck 8 nose 9 "h & !re to f9d out :at ?is cl]k or t cl]k 0 up to4 ,b no action4 ,no te>+ 8 %irt4 ,no no?+4 ,& ! compla9ts 7 com+ 9 ) e mail4 ,!y nev] faz$ him4 ,"o day ,i ran across him up 9 ! fitt+ room4 ,ano!r "t ,i bump$ into him he 0 pick+ la/s out ( ! b9s4 ,aga9 ,i saw him pu%+ empty racks into ! heel+ room elevator4 ,app>5tly ,i _h pick$ ano!r lemon4 ,look$ l ! be/ ?+ he did 0 sit ar\nd & tap 8 tee? ) a p5cil4 ,he fool$ me1 ?\gh4 ,"o aft]noon he dropp$ into my (fice ) a map4 ,he'd drawn x betwe5 taps4 ,x 0 a good map ) dott$ l9es to %[ j exactly :at happ5$ to an ord]--any ord]--e ord]4 ,t map %[$ :5 x w5t into ! works1 :]e x w5t f !re4 ,& s on until x w5t out ! %ipp+ room door4 ,t's :at he'd be5 up to ! day ,i saw him pick+ out la/s4 ,& ,i tell y ,i nev] _h any idea h[ _m ?+s c\ld happ5 to an ord]4 ,i nev] realiz$ h[ %oes halt$ & /umbl$ & /agg]$ ar\nd t factory ( ours4 ,!re 7 r$ l9es1 too4 ,!y %[$ ! *anges he propos$ mak+4 ,"h he w\ld /op backtrack+4 ,"h 0 unnecess>y travel4 ,"h 0 an old bottle neck & "h 0 h[ he 0 go+ to crack x op54 ,& look at ^? la/s ly+ idle ) %oes up/airs wait+ to be made on !m6 ,t wasn't half4 ,x 0 actually tak+ f\r days to get ord]s ?r\gh ! (fice r\t9e4 ,he %[$ me h[ c]ta9 necess>y records t took "t to make c\ld be made aft] ! %oes 7 9 "w4 ,o!r %ort cuts w\ld wipe :ole days (f our s*$ules4 ,!re 0 no?+ to x--:5 y saw x 9 r$ ink4 ,9 fact !re's no?+ half s conv9c+ z r$ ink4 ,!re's be5 none on our books = ! pa/ five ye>s--& dur+ t "t ! %oe bus9ess has be5 no b$ ( roses4 ,:at he propos$ 0 simple z pie--if only someone _h /opp$ to ?9k4 ,we'd simply got into bad habits4 ,we 7 h&l+ ! "w ! same way we'd h&l$ x back 9 ! days :5 gr&fa!r />t$ ! bus9ess4 ,& ?is fell[ _h be5 sm>t en\gh to wait & wond] :y4 ,n wond] :y ei!r4 ,he w5t & f\nd out h[ come4 ,9 ?irty days we 7 back on e>?4 ,we 7 gett+ %oes out on "t--_m _m days soon] ?an we'd ev5 be5 able to be=e4 ,& all because a sm>t "y man1 :o didn't "k a ?+ ab\t %oes b a :ole lot ab\t manag+1 sat & tapp$ 8 tee? & drew a few pictures4--,all because he _h be5 9 no hurry to act until he _h f\nd out j :at _h to be done4 99 99 99 99 99 ,x is s easy to jump to conclusions6 ,if y look ab\t a bit1 y w see pl5ty ( m5 :o don't /op to f9d out :at ne$s to be done be=e !y />t try+ to d x4 ,!y're l ! %ort/op :o hurries 8 play & tries to ?r[ ! runn] out at fir/ be=e he really gets 8 h&s on ! ball4 ,an error is m (t5 ?an n ! result4 ,,manag+1 su* m5 w tell y1 is putt+ pep & pun* into y\r "w4 ,pep & pun* 7 once good words4 ,b _! good qualities h be5 s (t5 extoll$ t mo/ ( u h lo/ sight ( ! fact t all ! drive 9 ! _w is s mu* wa/$ en]gy :5 x isn't direct$ along ! "r l9es4 ,& :5 x isn't s direct$1 x comes pretty close to be+ ! l[e/ =m ( human endeavor4 ,witness ! g-gett] :o really doesn't "k :at x's all ab\t1 b (t5 succe$s 9 cov]+ up a _w ( defects "u a cloak ( ill-direct$ en]gy4 ,o!r m5 ?9k !y are f9d+ out :at ne$s to be done :5 actually !y ar5't ev5 gett+ close to ! root ( ! matt]4 ,) ! be/ int5tions 9 ! _w1 !y are grasp+ at ! fir/ /raw ! w9d bl[s _! way4 ,eureka6 !y %\t :5 !y hav5't f\nd x at all1 b are m]ely jump+ all ! way ov] ! facts to conclusions6 ,actually to "k y\r bus9ess or y\r job dem&s ,,analysis4 ,y h a "r to duck4 ,x's ano!r ( ^? words t "w ov]time & h suff]$ z a result4 ,a c]ta9 type ( sup]ficial bus9ess executive has done analysis no good4 ,to him ! impressiv5ess ( ! ^w suffices--to ! complete exclusion ( ! simplicity ( ! act itself4 ,& s analysis to y & y & ,,y has come to mean involv$1 complex rese>*--runn+ ar\nd a lot 9 circles & gett+ exactly n[h]e4 ,analysis has become = y an ,a#a example ( ! phrase-mak]'s art4 ,,real ,,analysis ( any problem 9 bus9ess c1 h[ev]1 be simple--9 fact1 x c be no?+ else b simple4 ,analysis1 says ,noah ,web/]1 is a resolution ( any?+1 :e!r an object ( ! s5ses or ! intellect1 into con/itu5t p>ts or elem5ts2 an exam9ation ( compon5t p>ts1 sep>ately or 9 _! relation to ! :ole4 ,:ooee6 all t :5 he might h said ,,tak+ ,,to ,,pieces4 ,= analysis is lit]ally t--tak+ a ?+ to pieces to see :at makes ! :eels g r\nd4 ,n1 h[ev]1 ) ! de/ructive int5t ( ! small boy :o /rews 8 wat* all ov] ! floor1 b ) ! av[$ purpose ( gett+ "r d[n to ! sort ( brass tacks :i* make x possible to see ! composition ( ! :ole cle>ly & pla9ly4 ,analysis :i* befogs ! issue is n analysis at all4 ,x's--9 ! v]nacul>--a lot ( hooey4 ,b ! ,,"r ,,k9d ,,( ,,analysis breaks d[n ! problem into its compon5t p>ts--)\t los+ sight ( ea* "p's relation to ! :ole4 ,!re may be only two p>ts to a job ( manag+4 ,! mess5g] :o analyzes 8 bus9ess correctly w f9d exactly two3 :]e to g & :at to d aft] he gets !re--! simple/ k9d ( problem & ! simple/ type ( bus9ess analysis4 ,b if ! analysis consi/$ ( tw5ty pieces in/ead ( two1 x w\ld be no h>d]2 x w\ld only be long]4 ,! production manag] 9 ! %oe factory analyz$ 8 job correctly :5 he mapp$ out ! r\te ( an ord]4 ,all he did 0 take ! manufactur+ process to pieces s t he c\ld put ! pieces toge!r aga9 to =m a m effici5t :ole4 ,s :e!r !re are two or tw5ty or two hundr$ pieces1 ! act ( ,,analyz+--( ,,tak+ ,,to ,,pieces--diff]s only 9 ! am\nt ( t]ritory x cov]s4 ,naturally x w be a some:at m l5g?y process to analyze ! job ( manag+ a /eel mill ?an to sep>ate a peanut /& & its op]ation into a few compon5t p>ts4 ,b ! approa* is always ! same4 ,& no matt] h[ good y may be ) ! woods1 h[ ! approa* does affect ! f9al score6 99 99 99 99 99 ,consid] = ! mom5t t y h a h\se built ( blocks & want to take x to pieces4 ,a quick & easy way ( sep>at+ x into its compon5t p>ts w\ld be a swift kick aim$ d[n ar\nd ! f\ndations4 ,a quick me?od4 ,b comes no?+4 ,!re are all y\r blocks ly+ on ! floor1 b s f> z kn[+ :at !y're all ab\t1 y're worse (f ?an ev] y 7 be=e y kick$ y\r h\se d[n4 ,! o!r way ( tak+ y\r h\se ( blocks to pieces is to />t ) ! ro( & ,,"w ,,backw>ds4 ,! v ?\ght1 !n1 ( tak+ to pieces sugge/s ! correct way to und]take ! analysis ( a bus9ess or ( a job4 ,& a /udy ( ! me?ods ( successful manag]s w conv9ce ! d\bt+e/ ,?omas t />t+ at ! top & work+ d[n to ! cell> is ! me?od !y foll[ 9 ! analysis ( any bus9ess problem !y h to tackle4 ,once a busy c]amic manufactur] f\nd himself 9 ! re/aurant bus9ess4 ,he knew ab\t all !re 0 to "k ab\t d9n]w>e up to ! po9t :]e x left 8 cu/om]s' c\nt]s4 ,:at w5t on aft] t 0 pretty mu* ,greek to him if y "k :at we mean4 ,& !n he became a re/aurateur4 ,all because 8 bro!r-9-law got into him = sev]al ?\s& doll>s & !n c\ldn't q seem to make ! d>n$ ?+ pay a pr(it4 ,bro!r-9-law knew ! game4 ,oh1 yes4 ,he _h work$ = a numb] ( ye>s z assi/ant manag] 9 a simil> ent]prise4 ,) 8 k ( ! bus9ess1 he %\ld h made a success ( ?is cafet]ia ( 84 ,he knew h[ to h&le ! help1 h[ to buy1 h[ to run ! kit*51 & s on4 ,! op]at+ details 7 z an op5 book to him4 ,judg$ f e outw>d appe>ance1 ! cafet]ia 0 up to /&>d4 ,x %\ld h climb$ out ( ! r$ 9 %ort ord]4 ,he _h be5 taught to buy c>efully & to manage economically4 ,well b\ght1 he ann\nc$1 is half sold4 ,he'd read x 9 a book & he ?\ght he 0 be+ a good salesman4 ,/ill ! bus9ess /ay$ 9 ! r$4 ,our c]amic fri5d 0 fac$ ) kiss+ 8 inve/m5t goodbye--& probably ) mak+ a job 9 ! pott]y = a good re/aurant man--) ?r[+ good money aft] bad1 or ) gett+ into ! cafet]ia bus9ess4 ,he figur$ ?is bus9ess ought to pay4 ,some:]e1 he knew1 8 bro!r-9-law _h gone wrong4 ,j :]e1 he believ$ he c\ld f9d out4 ,s he took ov] ! bus9ess4 ,bro!r-9-law /ay$ on1 leav+ ! new own] free to obs]ve4 ,& he did no?+ b obs]ve = a solid week4 ,ea* night he made a li/ ( ! po9ts 9 manag+ :i* _h come up 9 ! c\rse ( ! day's "w4 ,9 a week's "t he _h an accurate li/ ( all ! actual jobs ( manag+1 z all bills except = gas & light & r5t 7 paid & a pr(it & loss /atem5t 0 tak5 ea* week4 ,!n he arrang$ ! li/ 9 ord] ( natural importance4 ,x began ) m>ket+ & *eck+ bills ) deliv]ies1 & end$ ) c\nt+ ! money & deposit+ x 9 ! bank4 ,hold on1 he ?\ght1 ?is isn't su* a long way f runn+ a pott]y4 ,:at am ,i 9 ?is bus9ess =8 ,because1 he answ]$1 ,i want to leave z mu* ( t money 9 ! bank z possible1 & m>k x d[n z pr(it4 ,s "r away he />t$ to draw pictures4 ,! *>t on ?is page is ! result aft] he _h work$ x ov] & poli%$ x up4 --------------------------------------- ----------- ,mak+ -------- ! ,s]vice ,keep+ ,pleas+ _/ ,d[n ----------- _/ ,exp5ses _/ _/ -------- ----------- _/ ---------- ,build+ up --------- ,fix+ -------- ------- & ,gett+ ,prices ,gu>d+ ,net ,ma9ta9+ ,m to ,be ,aga9/ ,ca% ! ,cu/om]s ,fair & ,wa/e ,pr(its ,run-,d[n ,9 ,attractive -------- ------- ,cafet]ia --------- ---------- _/ ----------- _/ --------- _/ _/ ,buy+ _/ ---------- ,supplies _/ ,mak+ ,c>efully ! ,foods --------- ,attractive ---------- --------------------------------------- ,note h[ x works backw>d f 8 f9al objective--,net ,pr(its4 ,n[1 que/ion$ 8 alt] ego1 h[ d ,i det]m9e h[ mu* ( t money /ays 9 ! bank z pr(it1 & h[ mu* has to be *eck$ out "r away = exp5ses8 ,& f 8 h&y li/ ( manag]ial functions x 0 pla9 t x dep5d$ on ?ree ?+s--buy+ "r1 sell+ ) z little wa/e z possible1 & keep+ exp5ses d[n4 ,n[ we're gett+ some:]e1 he said to himself4 ,^? ?+s lead me "r into my next job--:i* is to fix prices fairly4 ,= :at's ! use ( buy+ "r1 h&l+ supplies c>efully & keep+ exp5ses "r d[n to ! bone unless my sell+ prices cov] co/s1 yield a pr(it1 & /ill look reasonable to ! public8 ,yes1 & ! mo/ attractive prices1 back$ up by c>eful buy+ & all ! re/1 w\ldn't keep ! doll>s cl9k+ m]rily ov] ! c\nt] unless ! food 0 s good & ! s]vice s excell5t t cu/om]s b\ght lib]ally & came back = m4 ,by ?is "t1 y'll note1 on tak+ ano!r peek at ! *>t1 he _h work$ "r back to 8 ,numb] #a job--gett+ m cu/om]s 94 ,?us1 by ,,analysis1 he f\nd out def9itely :at _h to be done--& :at _h to be done fir/4 ,bro!r-9-law ?\ght he knew1 b he _h begun at ! wrong end4 ,he _h be5 look+ aft] exp5ditures fir/ & receipts la/4 ,he 0 try+ to squeeze a little m>g9 out ( 8 receipts be=e he did any?+ ab\t gett+ ! receipts4 ,h[ diff]5t ! new own]'s viewpo9t6 ,8 bro!r-9-law1 he f\nd1 0 ?or\ghly compet5t4 ,he'd simply got (f on ! wrong foot4 ,9 ! kit*5 & ! /or]oom1 he 0 a good op]ator4 ,b ! new own]'s place 0 out front4 ,8 job 0 to get m cu/om]s1 get !m to sp5d m--& to give !m su* good food & s]vice t !y w\ld come back & br+ _! fri5ds4 ,he began by sp5d+ money4 ,took out ! gas pipe at ! entrance4 ,replac$ x ) a brass rail4 ,provid$ a small l\ng+ room :]e cu/om]s c\ld wait = _! fri5ds4 ,put 9 uphol/]$ *airs s !y c\ld be com=table :ile wait+4 ,put attractive uni=ms on attractive s]v+ girls4 ,!re 0 an air ( good ta/e ab\t ! place :5 he got ?r\gh4 ,!n he *ang$ ! arrangem5t ( ! c\nt]s4 ,b y "k all ab\t t--h[ ! dess]ts came fir/ s !y w\ld cat* y\r eye be=e y\r tray 0 too heavily load$ ) ! heavi] "p ( ! meal4 ,/aples :i* (f]$ a small m>g9 ( pr(it 7 relegat$ to places 9 ! re>4 ,di%es t made ! be/ pr(it got ! positions up front4 ,ea* day he (f]$ a l[-pric$ special4 ,?us he plann$ to increase cu/om]s' pur*ases4 ,& ! bus9ess began to gr[4 ,t's all !re is4 ,!re isn't any m4 ,today he doesn't own a *a9 ( cafet]ias ext5d+ into _m cities & fe$+ _m ?\s&s ( p e day at a good pr(it4 ,he's /ill a v successful c]amic manufactur]--& a cafet]ia proprietor4 ,i flew 9 ! face ( tradition1 he says4 ',fir/ wat* y\r kit*5' is ! cry ( ! re/aurant man4 ,b ,i />t$ ) :at ,i want$--net pr(its--& ,,work$ ,,backw>d to make conditions t w\ld provide net pr(its4 ,,volume ,,( ,,bus9ess _h to come fir/4 ,i _h to get x be=e ,i c\ld get a m>g9 ( pr(it4 ,no d\bt ,i c\ld g out 9 ! kit*5 today & save "s money4 ,if ,i w5t to m>ket myself1 maybe ,i c\ld save a c5t a p\nd on my meats4 ,b ,i c't give up my att5tion to ! 'front' 9 ord] to wat* ! 'back4' ,z soon z ,i d t ,i'm go+ to be "r back :]e ,i />t$4 ,x w\ld s\nd l h]esy1 w\ldn't x1 if we hadn't sat 9 & wat*$ him beg9 ) 8 f9al objective & "w back ?r\gh ! means :i* make ! objective possible4 ,only by c>eful analysis w\ld he h _h c\rage en\gh to ,,foll[ ,,8 ,,plan ,,?r\gh to its successful conclusion4 ,& "h's ! amus+ sequel4 ,today1 z he /ill dabbles at fe$+ p1 he w admit t he's a bett] c]amic manufactur] z a result ( 8 cafet]ia exp]i5ce4 ,8 pott]y _h always yield$ a nice pr(it4 ,:5 he sat d[n ) 8 %eet ( coord9ate pap] & analyz$ x1 he f\nd 8 job ( managem5t diff]$ n at all 9 its fundam5tals4 ,8 fir/ job he f\nd 0 out front gett+ m cu/om]s 94 ,a bett] k ( m>kets1 a bett] job ( sell+1 a bett] product--^? 7 ! ways to get ! cu/om]s 9 & make !m come back = m4 ,& 8 ne$ = a bett] product l$ him out into ! plant :]e he f\nd t tunnel kilns ) exact temp]ature control w\ld m ?an treble ! production ( ! old p]iodic kilns--& w\ld produce bett] w>e4 ,b t's ano!r /ory4 ,! important ?+1 anyway1 is n :at he f\nd _h to be done 9 ! cafet]ia & 9 ! pott]y1 b ,,h[ he f\nd x4 ,he took 8 bus9ess to pieces--,,backw>ds4 ,he began ) ! objective he want$ to get--,,money4 ,x 0 a simple matt] to f9d t to get money f ! bus9ess he _h to get cu/om]s to come 9 & sp5d money2 t to get cu/om]s to come 9 he mu/ make 8 place look l a good place to come to2 t to make 8 place look attractive he mu/ sp5d money on equipm5t & ?\ght on ! arrangem5t & display ( food4 ,& !re he _h 8 big job cut out = him1 ) ! o!r jobs foll[+ along 9 natural sequ5ce4 ,x alt]$ ! :ole ,,me?od ,,( ,,managem5t4 ,h[ ?is ,,me?od ,,( ,,managem5t is appli$ to y\r job is %[n 9 ! *>t :i* foll[s4 ,x's a skeleton ( :at ! cafet]ia man did4 ,inde$1 x's m ?an t4 ,= x %[s :at e manag]--:e!r he manages a /eel mill1 a pun*-press dep>tm5t or a "t-/udy job--mu/ d if he is to get an hone/-to-goodness ,,p]spective ,,( ,,8 ,,"w4 ---------------------- ------------ ---------------------- ----------- ,! ,"w ,! ,means ,! ,f9al to ,be ,done = ,accompli%+ ,x ,objective ------------ ---------------------- ----------- ---------------------- ,x c be done v simply4 ,j a %eet ( pap] rul$ 9 small squ>es--y c buy x at any /ation]'s--on :i* to fill 9 ! /eps y mu/ take 9 betwe5 :at y h to d & :at y seek to accompli% by x--& "s c>eful ?\ght z to j :at y\r job is & :y x is to be done1 w develop a true ,,analysis ( y\r problems :i* w beat reams & reams ( typewritt5 words4 ,rememb] ! words ( ! ,*9ese philosoph]3 ,a picture is wor? t5 ?\s& words--& reflect h[ clev] ^! ,*9ese are6 ,! ,,means ,,= ,,accompli%+ ! f9al objective may be _m or few4 ,y h se5 ! cafet]ia-manag]'s problems on ! *>t on page #bd4 ,n[ turn to page #ce & see :at a file cl]k does beside p[d] h] nose f n9e to five4 ,a bright "y lady fre% out ( high s*ool w5t to "w 9 an editorial (fice4 ,!re wasn't en\gh fil+ to d to keep h] happy f n9e to five1 s %e fill$ 9 ) a bit ( typ+ "h & a trifle ( r\t9e cl]ical "w !re4 ,?ursdays %e hopp$ ov] to ! neighbor+ book/ore & collect$ ,saturday ,po/s = ! editors--n[ %e'll h to d t on ,tuesday4 ,& ,fridays %e di/ribut$ ,! ,new ,york]s to avid read]s4 ,fil+1 ?\gh1 0 h] ma9 job4 ,:5 %e fir/ came1 ! manag+ editor said ,"h x is or words to t effect1 & %e w5t to "w4 ,^? files _h always be5 m or less ( a sore po9t4 ,an editor's mail is no?+ if n volum9\s4 ,& e day ,flossie ! fasc9at+ file cl]k got a mass ( data :i* %e _h to /ick away4 ,h] great tr\ble 0 f9d+ x aga9 aft] %e'd /uck x away4 ,(t5 %e c\ldn't f9d x4 ,& pretty soon %e discov]$ t %e got ! blame no matt] :at 0 miss+--:e!r an important inquiry f ,pet] ,b4 ,/ilb or ! editor's pipe clean]s4 ,%e c\ldn't d a ?+ ab\t ! pipe clean]s1 b %e made up h] m9d t s9ce %e 0 held responsible :5 a lett] got lo/1 %e w\ld also h ! responsibility ( *ang+ ! fil+ sy/em4 ,! sy/em1 %e felt sure1 0 to blame4 ,"o day :5 %e 0 on h] lun* & ! editors didn't ne$ cig>ettes f ! corn] drug/ore1 %e sat d[n & made an ,,analysis ( h] problem4 ,curi\sly en\gh1 %e />t$ at ! end & ,,work$ ,,backw>ds4 ,%e ,,work$ ,,backw>ds1 n because someone told h] t 0 ! "r way to analyze h] job1 b probably because %e 0 only a file cl]k & no "o ev] told h] any?+4 ,:y1 %e ask$ h]self1 d ,i file ^! old pap]s anyway8 ,s ,i c f9d !m aga91 quickly & surely1 :5 !y're want$1 seem$ to be ! only answ] to t4 ,:at's ! "r way to file ^! lett]s & pap]s & data s ,i c f9d !m quickly8 0 h] next "q4 ,arrange !m l words 9 ! diction>y--,,"o ,,place1 & ,,only ,,"o ,,place1 :]e ea* c be1 0 only common s5se4 ,9 ! fil+ sy/em :i* %e _h inh]it$1 !re 7 a doz5 places = ea* set ( data4 ,!re 0 a file on ,indu/ries ) sub-files = ,automobiles & all ! re/2 a file = data on ,railroads1 ) two or ?ree sub-files4 ,! file cl]k _h to use judgm5t & discretion 9 select+ ! head+ "u :i* ea* lett] or piece ( data 0 fil$4 ,& %e wasn't hir$ = judgm5t & discretion4 ,sometimes1 too1 ! editors err$ 9 _! descriptions ( ! mat]ial !y want$4 ----------------- ,arrangem5t ( ,file ,s ,t ,title ( ,data ,want$ ,w ,%[ ---------------- ,exact ,spot to ------------ ---------- ,only ,,"o ,place _/ ,look = ,x ,to ,produce ,fil+ to ,file _/ ---------------- ,any ,desir$ ,all ,data ,reg>dless - ,cross-,index ( ,data ,)\t ---------- ( ,nature ,,classes ,delay ( ,?+ ,fil$ ,%[+ = ,ea* ------------ ---------------- ,class ! ,title ( ,ea* ,piece ,9 ,t ,class ---------------- ,"o file1 arrang$ alphabetically--,,"o ,,place ,,to ,,look1 reg>dless ( ! ?+ look$ =--0 ! logical conclusion1 view$ f ! /&po9t ( f9d+4 ,! manag+ editor 0 horrifi$4 ,mix railroads ) public s]vice1 & manufactur+ ) agriculture8 ,:y1 ask$ ! file cl]k1 look+ back at h] analysis1 :y c>e h[ ?+s are kept s long z !y c be f\nd quickly8 ,:5 y s5d me = ,camels1 d y c>e1 s long z y get !m quickly1 :e!r !y're kept next to ,*e/]fields1 or "r beside ! *ew+ gum8 ,:5 ! *ief asks = data on ',c4,p4,r4' does he c>e1 if he gets x "r away1 :e!r x 0 fil$ next to data on ',coal' or beside facts ab\t o!r railroads8 ,all "r1 object$ ! manag+ editor1 suppose someone asks = all ! data we h on railroads8 ,n a bad "q4 ,x 0 f a f9d+ /&po9t4 ,h a sep>ate cross-index by classes1 0 ! answ]4 ,t is1 "u ',railroads' h a c>d %[+ ! "n ( e---- ,b look at ! extra "w4 ,back to h] ,,analysis w5t ! file cl]k4 ,:y file at all1 except to make x easy to f9d :at we file8 ,if we 7 to set up a sy/em = easie/ fil+1 we'd simply put ev]y?+ 9 boxes j z x comes to u4 ,our ma9 objective is to make in=mation easy to f9d1 & any?+ t increases ! "w ( fil+ b less5s ! "w ( f9d+1 is pr(itable4 ,! result 0 a fil+ sy/em t has made a great mass ( data z accessible z ! words 9 ! diction>y4 ,& x has tak5 ! human equation out ( ! job4 ,no long] does ! file cl]k h to /op & use h] judgm5t z to :]e %e %all file ,mr4 ,/ilb's lett]4 ,!re is ,,"o ,,place ,,& ,,j ,,"o ,,place4 ,& ! basis ( ! plan 0 ! simple process ( ,,analyz+--( />t+ ) ! f9al objective & ,,work+ ,,backw>d--n =w>d f ! "w to be done4 ,9 hundr$s ( bus9ess (fices--9 c\ntless indu/rial plants--"t1 labor & money are be+ wa/$ today 9 outmod$ me?ods :i*1 l ,topsy1 j grew4 ,! manag] :o />t$ !m didn't /op to reason out fir/ exactly :at _h to be done--or if he did1 he fail$ to ,,"w ,,backw>d f ! f9al objective4 ,"o way is z bad z ! o!r4 ,9 fact1 x may ev5 be bett] n to reason at all ?an fail to get to ! v bottom & reason out ! absolute "r ( :at has to be done4 ,at lea/ x takes less "t4 ,a sure way1 incid5tally1 to avoid mak+ mi/akes 9 y\r analysis is to d x on pap]4 ,a pr(essor ( ma!matics 9 "o ( ! l>ge univ]sities always tells 8 /ud5ts t no problem %\ld be p]=m$ 9 ! head t c be done on pap]4 ,make p5cil & pap] d z mu* z y c1 = y\r bra9 has en\gh to d to sup]vise ! "w4 ,until y\r m9d is tra9$ to ! habit ( ,,quick1 ,,accurate ,,analysis1 y'll f9d x helps to d ! "w on pap]4 ,keep on h& a small supply ( blank *>ts l ! "o on page #ca1 on :i* to sket* an analysis ( new "w or ( important decisions4 ,! con/ant p]=mance ( ?is detail w ( itself tra9 y\r m9d to look at problems m analytically1 & automatically to sift & classify !m m logically4 ,p]haps y c improve on ! *>t %[n on page #ca4 ,surely y c adapt x bett] to y\r own ne$s4 ,b =ce y\rself to "s su* me?od4 ,x w help y to cultivate ! in/9ct ( ,,%rewd1 ,,rapid ,,analysis--& at ! same "t x _c help giv+ y a ,,ke5]1 ,,sur] ,,insight into ! p>ticul> problem1 no matt] h[ complex or h[ simple x may be4 ,sometimes x is ! app>5tly simple problems t ne$ analysis mo/4 ,= example---- ,did y ev] he> ( a sales organization t didn't h a /5ographic problem8 ,! ,new ,york (fice ( a ,we/]n factory 0 no exception4 ,! manag] 0 broadm9d$--ev5 lib]al--) 8 salesm54 ,b :5 x came to /5ograph]s1 he 0 decid$ly ,scot*4 ,valuable m5 sat ar\nd ! (fice morn+s & ev5+s wait+ = a *ance to dictate to a /aff ( girls :i* 0 measur$ to fit ! av]age load ( ! day1 b n ! ru% load ( ! two h\rs a day :5 ! salesm5 7 inside4 ,dictat+ ma*9es seem$ to be ! answ]4 ,! sales manag] figur$ !y w\ld n only solve ! dictation problem1 b w\ld fur!r r$uce /5ographic co/s4 ,!y 7 in/all$4 ,at ! same "t ! /5ographic =ce 0 cut to insure keep+ all ! girls busy all ! day4 ,good4 ,! salesm5 7 able to dictate :5 !y felt l x4 ,b (t5 ! lett]s dictat$ 7 a day or two late 9 be+ transcrib$4 ,compla9ts increas$4 ,& ! manag] lo/ 8 temp]3 ,:at's ! matt] ) ?is curs$ lett]-writ+ bus9ess8 he dem&$4 ,:y ! ,sam ,hill d we h typi/s & /5ograph]s8 ,well1 :y8 ,he calm$ d[n a bit1 seiz$ a %eet ( pap] & mapp$ out 8 problem4 ,?is is :at he wrote3 #a4 ,salesm5's lett]s are to save salesm5's "t & to give prompt s]vice to cu/om]s4 #b4 ,i don't begrudge half a day's "t ( a #bj-;a-day salesman to call on a cu/om]4 ,!n x's /ill pr(itable to wa/e half ( ! "t ( a #d-;a-day /5ograph] 9 ord] to save a long trip = a salesman1 or to get a quick answ] to a "q4 #c4 ,:at we ne$ is en\gh typi/s to transcribe e lett] ( e salesman promptly1 ev5 if "p ( !m h to be idle half ! day4 ,! increas$ use ( sales lett]s1 ! great] fre$om salesm5 feel 9 _! dictation1 ! numb] ( sell+ details n[ promptly h&l$ by mail )\t an exp5sive call--all are directly traceable to ! manag]'s ,,analysis :i* he made by us+ ! f9al objective z a />t+ po9t4 ,he's a conv]t to ! p5cil & pap] me?od4 ,sales problems are "p ( 8 daily ex]cise4 ,he goes to ! bottom ( !m in/9ctively4 ,b any problems t arise conc]n+ (fice "w1 he settles only aft] analyz+ f front to back--on pap]4 ,8 me?od ( *>t+ 8 ,,analysis diff]s 9 appe>ance f ! *>t on page #ca1 b x is id5tical 9 ,,pr9ciple ,,& ,,effect4 ,x works f f9al objective ,,backw>d4 ,"o m application ( ! same ,,knack ,,( ,,analysis--& we are done4 ,x is t ( an ,ohio manufactur] :o rec5tly put up a new build+4 ,plans prep>$ by ! ar*itect call$ = f\r /ories & a basem5t4 ,:5 x came "t to discuss arrangem5t ( space1 x 0 f\nd t "o dep>tm5t w\ld h to g 9 ! basem5t4 ,!re 7 objections f all sides4 ,! manufactur] end$ up by tak+ ! problem home ) him to ,,take ,,to ,,pieces & put toge!r aga94 ,he began--=tunately--) ! f9al objective4 ,:at's ?is new build+ =8 ,obvi\sly1 to provide m space = enl>g$ op]ations4 ,h[ mu* space is ne$$8 ,he w5t ov] ! figures & plans & f\nd ! f\r ma9 floors w]5't en\gh4 ,!n :y n a fif? floor8 ,z long z a bigg] build+ 0 to be built1 :y n make x big en\gh8 ,:y n ano!r full /ory in/ead ( a basem5t8 ,:y n1 inde$6 ,come to f9d out1 no "o knew j :y a basem5t _h be5 consid]$4 ,! old build+ _h "o1 & app>5tly t 0 ! only reason = propos+ "o = ! new build+4 ,a full /ory w\ld give all ! g5]al /orage space ( a basem5t & also give regul> work+ qu>t]s = ! dep>tm5t cr[d$ out ( ! f\r upp] floors4 ,& :5 ! ar*itect 0 consult$1 x 0 f\nd t ) ! extras = excavation1 wat]pro(+ & ! l1 ! co/ ( a basem5t 0 consid]ably m ?an ! co/ ( ano!r full /ory4 ,yet1 b = ! manufactur]'s analysis ( ! build+ problem f ! po9t ( f9al objective1 ! basem5t w\ld h gone 9--simply because ,,no ,,"o ,,_h ,,/opp$ ,,to ,,?9k1 & ?9k cle>ly & logically4 ,logical ?9k+ is a trait t c be cultivat$4 ,e problem ?\ght ?r\gh by means ( "s su* simple help z we h sugge/$1 makes ! m9d m ready to tackle ! next problem4 ,"s m5's m9ds gr[ s ke5 by practis+ t sort ( ?9k+ t !y ,,automatically ,,take ,,?+s ,,to ,,pieces z !y li/54 ,be=e y f9i% talk+ to !m1 !y h already analyz$ y\r /atem5t & are plann+ on its execution--or are ready to reject x4 ,sometimes x's intuition4 ,b r>ely4 ,usually1 x is no?+ m ?an cultivat$ ,,knack4 ,cultivate ,,accuracy fir/4 ,,spe$ ,,( ,,analysis w come ( itself4 ,don't />t until y "k exactly :]e y're go+4 ,!re is no task s trifl+1 no bus9ess s l>ge1 t its managem5t does n ne$ to ,,analyze ,,exactly ,,:at ,,!re ,,is ,,to ,,d4 ,,ii ,plann+ ,9 ! prec$+ *apt] we h be5 busily engag$ 9 tak+ ?+s to pieces4 ,n[ we've got to put !m toge!r aga94 ,our h\se ( blocks has be5 resolv$ into its compon5t p>ts1 n by aim+ a swift kick at its midriff1 b by />t+ at ! top & work+ backw>ds4 ,n[ to ,,rebuild4 ,our fir/ c>e1 at ?is /age ( ! game1 is to rememb] t ,,analysis ,,is ,,nev] ,,an ,,end b simply ! ,,means ,,to ,,an ,,end4 ,! imm$iate end1 ?is "t1 is to re>range ! pieces s t ! job to be done c be done 9 ! mo/ effective way--! way t saves ! mo/ ef=t1 ! mo/ "t1 ! mo/ money--! way :i*1 9 y\r bus9ess--& 9 y\rs & ,,y\rs--leads to ,,net ,,pr(its4 ,aga9 x %\ld be emphasiz$ t ,,net ,,pr(it1 9 any job ( manag+1 is ! ultimate goal4 ,our dang]1 !n1 is t we may f9d ourselves d[n on ! floor surr\nd$ by our blocks--& ) nev] a trace ( a ,,plan = rebuild+ ! h\se1 & rebuild+ x 9 ! simple/1 mo/ economical way4 ,9 %ort1 we mu/ be sure we are tak+ ?+s to pieces1 n = ! sake ( tak+ !m to pieces1 b purely & simply to f9d out :at has to be done4 ,l ! golf] :o play$ golf s mu* 9 ord] to keep fit = golf1 we h "h a good old-fa%ion$ b5efic5t circle4 ,,analysis )\t a ,,plan isn't wor? a :oop 9 ,hades4 ,x's "t kiss$ goodbye4 ,wa/$ ef=t4 ,&1 9 l mann]1 a ,,plan )\t an ,,analysis isn't wor? ! pap] x's typ$ on4 ,psmi? 9 y\r (fice is a great plann]4 ,he always has some?+ on ! fire4 ,b someh[ or o!r he nev] q puts ?+s ov]4 ,8 plans don't get across4 ,:y n8 ,oh1 j because he doesn't bo!r to analyze 8 problem--because he sets out to d :at has to be done ev5 be=e he kn[s :at has to be done4 ,he doesn't base 8 plan ^u an actual ne$4 ,pbr[n1 on ! o!r h&1 is a ke5 analytical ?9k]4 ,a /ud5t4 ,he's a %>k at tak+ ?+s to pieces & f9d+ out :at has to be done4 ,b :5 he's done t1 he's all done4 ,he lacks ! initiative t />ts ?+s mov+4 ,he hasn't t div9e sp>k ( some?+ or o!r t gets ?+s done4 ,a /ick ( dynamite w\ldn't d a bit ( good4 ,he simply hasn't ! knack ( build+ a plan4 ,he kn[s :at has to be done4 ,he doesn't "k h[ to d x4 ,psmi? & ,pbr[n--or ,pbr[n & ,psmi?--w\ld make a fa/ team4 ,b ,psmi? )\t ,pbr[n's analytical ability1 or ,pbr[n )\t ,psmi?'s capacity = plann+ h[ to get ?+s done1 isn't wor? 8 weight 9 gold to any bus9ess ent]prise4 ,a manufactur] fri5d tells an amus+ y>n ab\t a ,pbr[n he hir$ z sales manag]4 ,he w5t ar\nd analyz+ ev]y?+ f s\p to nuts--! gadgets 9 our l9e1 our m>kets1 our competition1 our salesm54 ,he 0 an analyz] de luxe4 ,& all ,i ev] got out ( all 8 analyses 0 a di/9ct feel+ t some?+ 0 wrong ) e gadget we made1 t our m>kets 7 saturat$1 t our competitors _h u back$ (f ! map1 & t our salesm5 7 a bun* ( ribbon cl]ks4 ,s1 he cont9ues1 ,i did a little analyz+ all my own4 ,& analyz$ him out ( 8 job4 ,today he's manag+ a fill+ /ation :]e !y drive 9 = ! mo/ "p & take x away f him4 ,b 9 8 place ,i got a man :o f\nd out :at 0 wrong ) gadgets1 m>kets1 salesm5--& "r away he built a plan :i* sold goods4 ,?us ! futility ( ,,analysis )\t ,,plann+4 ,!re's ! dang]1 too1 ( gett+ away f ! ,,simplicity ,,( ,,true ,,analysis4 ,a job und]tak5 by an adv]tis+ ag5cy = a rubb] manufactur] supplies a case 9 po9t4 ,/ripp$ ( all ! details1 ! task 0 to f9d out :e!r or n ! manufactur] might pr(itably engage 9 ! mak+ ( h>d rubb] tires = indu/rial trucks & trail]s4 ,if names are *ang$ & products sub/itut$1 ?9k no?+ ( x4 ,! pr9ciple's ! ?+4 ,! ag5cy began by analyz+ ! bus9ess to a f>e-y-well4 ,ev]yone & ev]y?+ got cross-exam9$4 ,x took ?ree mon?s4 ,& :5 ! analysis 0 done x told ! manufactur] ev]y?+ f :]e ! rubb] grew to :]e ! money w5t to & came f4 ,! tr\ble 01 he knew all t be=e--or z mu* ( x z he want$ to "k4 ,! report1 9 ! words ( a ,*icago columni/1 0 j #fd dam pages4 ,x didn't tell him "o bless$ ?+ he want$ to "k4 ,or r x 0 s full ( plund] t he c\ldn't make head nor tail ( x4 ,x wasn't ,,simple4 ,& because x wasn't ,,simple1 x 0 a f>1 f> cry f ,,true ,,analysis4 ,well1 well1 ! rubb] manufactur] w5t out 9 ! byways & got him a "y man :o 0 told to f9d out1 if he c\ld1 :e!r or n !re 0 any m>ket = h>d rubb] tires on gas & electric indu/rial trucks1 tractors & trail]s1 & alli$ equipm5t4 ,he f\nd1 = example1 t !re 7 #dj1jjj trucks & tractors 9 s]vice2 t annual sales 7 ab\t #c1bjj units4 ,he discov]$ t1 ( trail]s & h& lift trucks1 #abe1jjj ea* 7 9 s]vice2 annual sales 7 #ab1jjj & #aj1jjj units respectively4 ,b :5 he came to floor & h& trucks1 cons]vative e/imates %[$ #h1jjj1jjj 9 use1 :ile annual sales 7 9 ! neighborhood ( #bej1jjj6 ,next he f\nd out1 z accurately z possible1 h[ _m h>d rubb] tires 7 sold z orig9al equipm5t4 ,! #c1bjj trucks & tractors _h #ab1cjj :eels4 ,b #ie p] c5t ( !m 7 equipp$ ) rubb] tires at ! factory4 ,on ! o!r h&1 only #g p] c5t ( ! floor & h& trucks 7 ?us equipp$6 ,outside ( ! truck & tractor p1 he f\nd ! equipm5t mak]s oppos$ to h>d rubb] tires4 ,let's n g into ! reasons4 ,yet repres5tative manufactur]s 9 a doz5 diff]5t l9es /at$1 :5 he ask$ !m3 ,all future equipm5t pur*as$ by u w be equipp$ ) rubb] tires4 ,! :ole report wasn't twelve pages long4 ,& ?ree tables1 c>efully compil$ f available facts & figures1 told ! manufactur] ev]y?+ he want$ to "k4 ,9 %ort1 ^u ?is ,,simple ,,analysis1 he 0 able to build a plan = manufactur+ & m]*&is+ solid rubb] tires4 ,mu* good1 ?\gh1 x w\ld h done him _h he done 8 plann+ fir/ & !n f\nd out !re w]5't en\gh :eels to we> ! tires aft] he _h made !m6 99 99 99 99 99 ,s mu* = our b5efic5t circle4 ,let u look into ?is ?+ call$ ,,plann+ & f9d out if !re isn't "s way ( develop+ a knack ( plann+ :i* w help u ov] ! second major hurdle 9 our road to manag+4 ,!re is1 we %all f9d1 a s+le problem ) :i* ! plann]1 ! con/ructive manag]1 deals4 ,aga91 x doesn't make a p>ticle ( diff]5ce :e!r x's ,mr4 ,s*wab & ,be?lehem ,/eel or ,tonio & 8 peanut /&4 ,no bus9ess is s diff]5t t ! pr9ciples ( managem5t fail to apply4 ,all "r1 !n4 ,! problem ( e plann] is fir/ to det]m9e :at is ! ,,prim>y ,,mov+ ,,=ce--! initiative--beh9d 8 job1 & !n to f9d ! ,,easie/ ,,place ,,to ,,apply ,,t ,,=ce 9 ord] to set up ! requir$ ,,motion or ,,activity ) ! ,,lea/ ,,am\nt ,,( ,,ef=t ,,t ,,w ,,get ,,! ,,be/ ,,results4 ,a long s5t5ce4 ,g ov] x aga9 & y w f9d x is divid$ into f\r di/9ct p>ts3 #a4 ,decid+ on ! ,,prim>y ,,mov+ ,,=ce ) :i* to set ! :eels 9 motion4 #b4 ,apply+ ?is ,,=ce at ! ,,prop] ,,place ,,to ,,get ,,easie/ ,,action4 #c4 ,direct+ ?is action along l9es :i* ei!r (f] ,,lea/ ,,resi/ance or assure ,,greate/ ,,accompli%m5t4 #d4 ,br++ ! activities to a focus at ! place or "t t w be/ c>ry ! "w to a ,,successful ,,conclusion4 ,! ,,prim>y ,,mov+ ,,=ce may be ! selection ( m$ia 9 an adv]tis+ plan2 x may be ! pu%+ ( a button 9 ! ,:ite ,h\se :i* op5s a dam 9 ,arizona1 a ,c5tury ( ,progress 9 ,*icago1 or ! ,annual ,conv5tion ( ,:ammit ,manufactur]s at ,atlantic ,city2 or x may be ! memo f ! big boss :i* gives ! rese>* dep>tm5t c>te blan*e on a developm5t project4 ,to apply ?is initiative to a place :]e x w get ,,quick ,,action may be to sugge/ an idea 9 ! headl9e ( an adv]tisem5t t w set ! read] to ?9k+ ( salmon fi%+ at ,mooselookmeguntic1 or ( ! "t ! ice cubes gave out j :5 !y %\ldn't4 ,or x may be to classify ! output ( a factory be=e %ipp+ s t freight c>s c be pack$ to be/ advantage or s t l[e/ freight rates may be secur$4 ,or x may be a simple me?od ( sort+ mail s t subord9ates get ! jobs !y c h&le & only ! important bus9ess is br\ght to ! presid5t's att5tion4 ,direct+ ?is ,,activity along ! l9es t ,,assure ,,greate/ ,,accompli%m5t may be--9 ! adv]tisem5t--! pres5tation ( facts or advantages :i* w p]suade ! read] t ! fi%+ tackle y manufacture is desirable4 ,aga91 x may be ! dovetail+ ( a ?\s& elem5ts 9 a huge project l ! ,russian ,five-,ye> ,plan s t an adequate supply ( ore w be available :5 ! bla/ furnaces ro> into op]ation2 s t ! /eel w be on h& :5 production 9 ! ,*eliab9sk tractor works is /epp$ up to meet ! requirem5ts ( ! new agricultural regime4 ,or x may involve ! simple sweep+ ( a floor 9 a mann] :i* raises a m9imum ( du/4 ,& br++ ! activities to a ,,successful ,,conclusion may mean work+ up ! argum5ts ( ! adv]tisem5t to ! psy*ological clos+ ( a sale--to ! po9t :]e ! ard5t memb] ( ! ,isaak ,walton ,league figures he c live no long] )\t y\r fi%+ tackle & sets out gaily 9 ! g5]al direction ( ,ab]crombie & ,fit*'s4 ,or x may be coord9at+ ! entire production ( a factory s t ! ,diesel g5]ator set ord]$ by ! ,santa ,fe c be deliv]$ at ! exact date specifi$ 9 ! orig9al ord]4 ,or x may be h&l+ ! day's correspond5ce on ! cr$it man's desk s t lett]s :i* mu/ make ! ,c5tury are ready to g at #aa3de--s t ! re/ ( ! day's "w is ready to sign1 /amp & mail be=e ! #e o'clock :i/le bl[s4 ,,f\r ,,elem5ts1 !n1 9 any job :i* is to be ,,plann$4 ,e plan1 if practicable1 w foll[ !m4 ,!re is1 by way ( fur!r illu/ration1 ! /ory ( ! factory manag] ( a food manufactur+ plant :o laid out a ,,plan = an op]ation no m intricate ?an ! scrubb+ ( ! floors at night4 ,n[ x c be told4 ,& = two good reasons4 ,fir/1 because x 0 a practical plan :i*1 ev5 on su* a l[ly op]ation1 sav$ q a bit ( money4 ,second1 because 9 its con/ruction ! plan is1 f ! po9t ( view ( our f\r elem5ts1 :at has sometimes be5 call$ a natural4 ,"o night1 x seems1 ! manag] & 8 wife w5t to ! movies4 ,! t[n didn't h daylight "t1 s x 0 q d>k4 ,!y pass$ ! plant1 a l>ge six-/ory build+4 ,:y1 ,ed6 exclaim$ ! wife1 y didn't tell me ! factory 0 work+ nights4 ,ed1 l mo/ husb&s1 0 9 ! habit ( tell+ fri5d wife 'mo/ ev]y?+4 ,= once he 0 at a loss4 ,sure en\gh1 ! lights 7 go+ full tilt on all floors4 ,hitt+ on all six1 y might say4 ,!n he laugh$4 ,x all came to him--,x's j ! scrubwom5 at "w4 ,"o feature picture1 "o newsreel & "o animat$ c>toon lat]1 !y walk$ pa/ ! plant aga94 ,look1 ! factory's /ill lit up1 rem>k$ ! wife :o turn$ (f ! liv+ room lights religi\sly :5 %e w5t out to get supp] ready4 ,?is "t ,ed didn't laugh4 ,9 days l ^! "o doesn't4 ,n1 at any rate1 at ! ?\ght ( m\nt+ electricity bills4 ,! v next ev5+ he 0 on ! job4 ,"t somebody f\nd out :at 0 :at4 ,9 came ! clean]s4 ,!y swit*$ on ! (fice lights--all ( !m--& two ( ! crew w5t to "w4 ,a c\ple ( o!rs w5t up to ! second floor1 swit*$ on all ! lights & pit*$ 9 ) a vim4 ,& s ad inf9itum--or at lea/ to ! six? /ory4 ,& all ! :ile ! electric met] w5t r\nd & r\nd6 ,tw5ty-f\r h\rs lat] ! janitor _h a new plan ( "w4 ,fir/ ! manag] ?\ght he'd />t ! :ole crew at ! top & "w d[n4 ,on second ?\ght1 a bett] plan 0 born--l ! goddess ( wisdom :o sprang full gr[n f h] papa's =ehead4 ,if ,i mu/ g at ?is clean+ job1 he ?\ght1 ,i might j z well make a fir/-class job ( x & save n only on light1 b on clean]s1 too4 ,we %all pass lightly ov] t "p ( 8 plan :i* _h to d ) releas+ scrubwom5 = o!r productive "w1 = 9 days l ^!--or 9 any o!r day--we j c't figure out t sort ( ?+4 ,b goodness graci\s1 sometimes x's necess>y4 ,! emphasis1 !n1 %all be on ! electric curr5t sav$4 ,! plan call$ = ! entire crew's work+ toge!r on "o floor at a "t--on ! well-f\nd$ !ory1 ( c\rse1 t teamwork w\ld accompli% m 9 less "t4 ,besides1 s9ce x 0 necess>y to turn on all ! lights on ! floor1 :y n get ! full b5efit f !m by hav+ ! entire gang at "w8 ,s f>1 s good4 ,! surprise comes :5 y le>n t he didn't h !m />t at ! top & "w d[n4 ,he />t$ !m at ! bottom & work$ !m up4 ,& ,i'll tell y :y1 expla9$ ! manag]1 !y h to climb six floors anyway1 s !y might z well "w up z walk up4 ,besides1 by leav+ ! /airs till ! la/1 !y c "w _! way d[n z well z up4 ,9 o!r words1 !y w5t to "w "r :]e !y came 94 ,& :5 !y _h f9i%$1 !y 7 "r back :]e !y />t$--back :]e !y w5t out on _! way home4 ,simple1 isn't x8 ,an imm$iate r$uction 9 light+ bills 0 noticeable4 ,ev5 ! amateur ma!matician among y c figure t ) "o floor out ( six light$ at a "t1 five-six?s ( ! light 0 sav$4 ,besides1 ! "w 0 done 9 less "t--x wasn't long be=e two clean]s 7 read+ ! want ads4 ,b :y g into t8 ,we ar5't1 = t matt]1 int]e/$ s mu* 9 ! sav+s made1 because x is exce$+ly d\btful if _m ( u pass our factories or our (fices on ! way to ! movies4 ,we may nev] h an opportunity to put ?is p>ticul> plan to "w4 ,:at we are int]e/$ 91 ?\gh1 is ! fact t ?is clean+ plan utilizes ! f\r basic elem5ts :i* we've said mu/ be pres5t 9 e job ( ,,plann+4 ,look at ! *>t4 ,x %[s ! movem5t ( en]gy 9 ! manag]'s plan = h&l+ 8 crew4 ,/>t+ ! scrubb]s on ! gr\nd floor--!y _h to beg9 !re anyway1 no matt] :5 !y began to scrub--0 no?+ b apply+ ! prim>y =ce at ! be/ po9t to get ! easie/ action4 ,work+ !m up floor by floor 0 simply direct+ ! activity along bo? ! l9es ( lea/ resi/ance & greate/ accompli%m5t4 ,& do+ ! /airs on ! way d[n 0 j focus+ ! activity at ! "r po9t = mak+ a successful conclusion--t is1 w9d+ up ! job at ! exit4 ------------------------------------ --------- ,/airs #f? ,floor ------------- _/ ----------------------------------- ----------------------------------- #e? ,floor _/ ----------------------------------- ----------------------------------- #d? ,floor _/ ----------------------------------- ----------------------------------- #crd ,floor _/ ----------------------------------- ----------------------------------- #bnd ,floor _/ ----------------------------------- ----------------------------------- ,gr\nd ,floor _/ _/ ----------------------------------- --------- ------------------------------ ,application ( ,prim>y ,=ce -- ------------------------------ ,turn back n[ to ! ,,f\r ,,elem5ts ,,( ,,successful ,,plann+ z we set !m d[n on page #ed4 ,try !m out on any successful plan & assure y\rself t n a po9t has be5 /ret*$4 ,by us+ !m we %all le>n ! con/ructive1 creative ,,knack ,,( ,,plann+4 ,/ripp$ ( ! clo!s :i* e plan we>s--x's only 9 ! clo?+ t plans diff]--?is ,,knack ,,( ,,plann+ may be q simply visualiz$ by "s su* *>t z ! "o %[n on ! opposite page4 ,!re y see ! ,,prim>y ,,=ce--! ,,initiative t sets ! ,,plan 9 action4 ,second1 ! ,,po9t ,,( ,,application--:]e y mu/ hit if y're go+ to w94 ,?ird1 ! v>i\s activities :i* br+ ab\t ! ,,successful ,,conclusion4 ,& f\r?1 all ^! activities head$ up at ! ,,focus+ ,,po9t4 ,x's j l ! sailor (f ! :al] :o picks up ! wood5 mallet1 hits ! plung] a res\nd+ crack1 s5ds ! weight hurtl+ up ! pole1 r+s ! bell--& gets a good #e-;c5t cig>4 ,or l ! golf] :o1 putt] 9 h&1 /rokes ! ball firmly 9 ! direction ( lea/ resi/ance & greate/ accompli%m5t1 sees x hit ! back ( ! cup & drop 9 = a p> f\r4 -------------- ,v>i\s ,activities ,! ,! ,prim>y ,po9t ( ,necess>y to ,br++ ,focus+ ,mov+ ,=ce ,application ab\t a ,successful ,po9t_/ -------------- ,conclusion _/ _/ _/ ,wat* ^! f\r ess5tials4 ,kn[+ !m & us+ !m cont9ually w enable y to break d[n e job ( ,,plann+ into its compon5t p>ts--w enable y to develop t important side ( y\r manag+ faculties--:e!r y\r "w is m]ely ! c>ry+ out ( a job or %\ld]+ ! responsibilities ( a huge bus9ess4 99 99 99 99 99 ,rememb] ! production manag] 9 ! %oe factory8 ,r sket*y 0 ! /ory ( ! ,,analysis he made4 ,let's g a bit m into ! details ( ! ,,plan :i* 0 bas$ on ! ,,analysis4 ,&1 at ! same "t1 exam9e x to see if x *ecks ) our ,,f\r ,,elem5ts4 ,y rememb] he 0 hir$ to f9d out :y ! s-&-s %oes didn't move out ! door on "t4 ,& y'll rememb] t in/ead ( clank+ up & d[n f "o dep>tm5t to ano!r1 he 0 se5 "o day pick+ out la/s f a b9 9 ! assembly room4 ,he _h crept up quietly on ! ,,po9t ,,( ,,application4 ,! ,,initiative1 y see1 or ! ,,prim>y ,,mov+ ,,=ce1 0 ! boss's ord] to get %oes to mov+4 ,"h 79 ! la/+ room7 0 8 ,,po9t ,,( ,,application4 ,! bigge/ factor 9 sl[+ up %oes1 he f\nd1 0 failure to h la/s ready ! in/ant ! upp]s came d[n cut & /it*$ f ! fitt+ room4 ,! %oes 7 ent]$ into "w ) almo/ entire disreg>d ( ?is vital po9t4 ,oh1 yes1 !y knew !y once b\ght s _m pairs ( la/s on ?is /yle or t 9 su* & su* sizes4 ,& 9 a vague sort ( way !y tri$ to regulate ! numb] ( pairs s5t to ! cutt+ room ) ! numb] ( la/s :i* !y ?\ght %\ld be available ! day ! %oes rea*$ ! assembly dep>tm5t :]e upp]s1 insoles1 bottoms & la/s met toge!r--or %\ld h4 ,a s+le miss+ size c\ld hold up a #cf-pair lot :i* includ$ a run ( sizes all ! way1 say1 f #g-a_/b to #ab4 ,today x's all s diff]5t4 ,a runn+ inv5tory is kept ( e active la/4 ,ea* day ! la/s :i* are releas$ z %oes leave ! f9i%+ room are add$ to ! supply on h&2 at ! same "t1 ! la/s :i* are to be us$ t day 9 la/+ incom+ lots are subtract$4 ,a job8 ,no1 a good girl ( mod]ate intellig5ce simply add$ x to a doz5 o!r (fice *ores :i* %e f9ds "t to d daily4 ,! runn+ inv5tory1 y see1 is "o ( ! v>i\s activities :i*1 aim$ at ! focus+ po9t--! mov+ ( %oes out ! door--are necess>y to br+ ab\t a successful conclusion--! successful conclusion1 9 ?is p>ticul> in/ance1 probably be+ ! sav+ ( ! "y man's scalp--= ! boss 0 c]ta9ly out to get x ! day he saw ! "y production manag] paw+ ov] ! *unks ( maple 9 ! la/+ room4 ,o!r activities might be m5tion$4 ,pl5ty ( !m4 ,an automatic conveyor :i* br\ght back empty racks to ! po9t :]e !y 7 ne$$4 ,semi-automatic elevators :i* made possible ! rapid mov+ ( %oes f floor to floor4 ,twelve-pair lots :i* simplifi$ ! h&l+ problem1 made ! job ( pick+ out la/s an easi] "o--& all 9 all did mu* to take ! weight (f managem5t's %\ld]s4 ,all ^! & m are ! activities :i* 7 ne$$ to br+ ab\t a successful conclusion4 ,!y 7 all "p ( ! ,,plan4 ,today1 9 t %oe factory1 ! production manag] sits d[n = an h\r 9 ! =5oon & an h\r 9 ! aft]noon & s*$ules ! next half-day's "w :i* w g to ! cutt+ room4 ,two girls h be5 mod]ately busy gett+ him ! in=mation he ne$s4 ,sales h be5 br\ght up to date )9 half a day4 ,he kn[s h[ _m kid %oes he c cut1 h[ _m calf4 ,he kn[s :i* patt]ns c be cut by ma*9e1 :i* mu/ be cut by h&4 ,he kn[s t c]ta9 patt]ns take long] to g ?r\gh ! fitt+ room4 ,!re's extra /it*+ or fancy p]=ations4 ,he mu/ lay (f ^?4 ,& la/ ( all1 he kn[s :at he c c\nt on 9 ! way ( la/s :5 ! %oes hit ! la/+ room4 ,) 8 two girls1 ! "y production manag] does all ! "w ( s*$ul+4 ,actually1 !re isn't mu* "w4 ,managem5t1 y see1 has done an awfully nice job ( ,,plann+4 99 99 99 99 99 ,picture n[ ! manufactur] ( small electrical appliances :o s\ght to lay out new av5ues ( gr[?4 ,8 0 pretty mu* a seasonal bus9ess4 ,electric fans con/itut$ mo/ ( 8 bread-&-butt] production4 ,e>ly 9 ! ye> & well on into ! spr+ 8 plant ran full bla/ gett+ out m]*&ise = sale dur+ ! w>m1 muggy days :5 ,sirius is 9 ! asc5dant4 ,& !n along 9 ! summ] & fall 8 production curves w5t into a s]i\s decl9e4 ,to level !m out w\ld h meant c>ry+ a load ( f9i%$ inv5tory :i* he c\ld ill af=d4 ,o!r appliances1 su* z hair curl]s & dri]s :i* might conceivably f9d a ready sale dur+ ! holiday season1 help$ consid]ably--b n en\gh4 ,! r\gh places 7 by no means made plane4 ,:y n1 ?\ght he1 a l9e ( toys :i* w\ld enable him to utilize 8 pres5t production set-up pr(itably dur+ ! slack summ] & fall8 ,:y n1 inde$8 ,s he set out to *>t a plan ( action beg9n+1 z y w see f ! figure1 ) ! furni%+ ( amusem5t z ! ,,prim>y ,,=ce4 ,8 ,,po9t ,,( ,,attack 0 ?r\gh ! #ae1jjj1jjj ,am]ican boys :o love to build some?+4 ,on he w5t to ! v>i\s ways ( gett+ p>5ts int]e/$ z ! ,,activities ,,:i* ,,%\ld ,,lead ,,to ,a ,,successful ,,conclusion--to ! l9k+ up ( ^? activities ) ! retail /ore z ! job ( ,,focus+ ,,!m on ! f9al a*ievem5t--,,sales4 --------------------------------- ,:olesome ,amusem5t & ,education --------------------------------- _/ --------------------------------- #ae ,million ,boys ,:o ,want to ,play & ,love to ,build --------------------------------- _/ --------------------------------- ,b\ght = by #g1ejj1jjj ,p>5ts --------------------------------- _/ ------------------- ,c be ,rea*$ by ------------------- _/ ---------------------------------------- ----- --------- ----------- ---------- ----------- ,magaz9es ,att5tion ,w9d[ ,!y ,read ,caught 9 ,displays ,! ,boy --------- ,/ores ---------- ,himself ----------- --------- ----------- ,li/ ( -------------- -------------- ,magaz9es ,description ( ,description ( ,c>ry+ ,demon/ration ,w9d[ ,advg4 ,our ,advg4 ,(f] ,(f] --------- -------------- -------------- ------------------- ------------- -------------- ,li/ ( ,boys' ,description ( ,pap]s ,advsd4 ,prize ,conte/ ,9 -------------- ------------- _/ _/ _/ ---------------------------------------- --- ,all ,lead+ to ---------------------------------------- --- _/ ---------------------------------------- --- ,! ,/ore ,t ,sells ,our ,toys ---------------------------------------- --- ,only ! b>e head+s on ! plan are %[n 9 ! *>t4 ,nev]!less x %[s cle>ly ! same knack ( us+ ! ,,f\r ,,elem5ts :i* we h be5 at su* pa9s to discuss4 ,! *>t prov$ helpful1 n only 9 guid+ ! managem5t 9 its ef=ts to enl>ge ! scope ( manufactur+ activities1 b also 9 giv+ ! (fice & ! sales =ce a true picture ( ! bus9ess4 ,s helpful1 inde$1 did x prove t x 0 bluepr9t$4 ,& today e salesman has "o pa/$ 9 8 sell+ portfolio4 ,x's ! fir/ ?+ ! deal] sees4 ,& x has gone f> 9 ar\s+ ! latt]'s int]e/ & confid5ce4 ,if y 7 a deal]1 w\ld y buy f a factory t 0 run by guess & by gob :5 y c\ld give y\r bus9ess to a conc]n :i* y knew 0 function+ 9 accordance ) a s\nd1 well-=mulat$ plan8 ,!re1 if y please1 lies ! answ]4 99 99 99 99 99 ,x is n )9 ! purpose ( ?is *apt]1 incid5tally1 to play any favorites4 ,"t mu/ be tak5 out at ?is po9t1 !re=e1 to return to ! mess5g] boy :o1 :5 we left him1 _h j f9i%$ analyz+ 8 job4 ,let's see n[ h[ 8 plan ( action is bas$ ^u :at ! analysis taught him4 ,let's exam9e ?is elem5t>y job ( manag+1 n because x may make bett] mess5g]s ( u1 b because ! exam9ation w %[ h[ univ]sal ?is ?+ call$ managem5t is--because x w af=d "o m pro( ( our g5]al axiom t ! pr9ciples ( managem5t are ev] ! same1 no matt] :at p>ticul> p>aph]nalia ( bus9ess may be us$ to cov] up its old bones4 ,did1 !n1 ! mess5g] boy "w out 8 plan 9 accordance ) our ,,f\r ,,basic ,,elem5ts8 ,he did1 if he 0 really manag+ 8 job--& f ! c>eful analysis he made1 we may assume he 04 ,if 8 trip meant rid+ a /reet c>1 !n go+ to ! ca%i] = c>f>e is 8 prim>y =ce4 ,if he c walk1 !n ! prim>y =ce is simply gett+ "u way4 ,ha/5+ z directly z possible to ! c> l9e is apply+ ! =ce at ! easie/ place to get results4 ,p]haps he might h to *oose betwe5 a sl[ /reet c> :i* w\ld c>ry him "r to 8 de/9ation = sev5 c5ts1 & a fa/ elevat$ :i*1 = a dime1 w\ld make bett] "t b leave sev]al blocks to walk at ! o!r end4 ,decid+ betwe5 ! two is direct+ ! activities along l9es ( greate/ accompli%m5t4 ,& gett+ 8 transf]1 leav+ ! c>1 & go+ /raight to ! address on ! message1 are no?+ m nor less ?an focus+ 8 activities at ! ,,po9t ,,( ,,a*ievem5t4 ,y see8 ,! ,colonel's lady 9 h] ,p>isian peignoir & ,judy ,o',grady 9 h] sleazy slip 7 si/]s "u ! sk94 ,s1 if we may /ret* a physiological po9t1 are our mess5g] boy & ! man :o made ! toys4 ,! plans ( bo? 7 built on ! same f\ndation4 ,or take ! plan by :i* ! new g5]al manag] ( a tap & die conc]n rehabilitat$ 8 company's bus9ess4 ,:y1 he said1 rea*+ = a pad ( pap] & r\ghly sket*+ some?+ t look$ l a funnel & mu/ h be5 because he said x 01 our manufactur+ plan look$ ab\t l ?is4 ,up "h at ! top we p\r$ 9 a lot ( ord]s & hop$ to high heav5 "s ( !m w\ld f9ally trickle ?r\gh at ! bottom4 ,"s ( !m did drop ?r\gh4 ,o!rs dropp$ because we pok$ /icks up ! flue4 ,t is to say1 an army ( /ock *as]s did _! level be/ to keep ev]yone happy4 ,x 0 b$lam ar\nd ! %op4 ,x took ?ree mon?s on an av]age to complete an ord]4 ,i f\nd mu* ( ! delay 0 due to c]ta9 ,victorian notions ab\t set-up "t4 ,! prevail+ idea 0 to give an op]ator a good big job to m9imize t item ( exp5se4 ,sometimes ! job 0 s big x took #fj days to run x ?r\gh a s+le op]ation4 ,oh1 me6 oh1 my6 ! inv5tories ( f9i%$ goods t pil$ up4 ,! tote boxes full ( "w 9 process t clutt]$ up ! sc5]y4 ,& ! compla9ts f cu/om]s :o 7 wait+ = ord]s6 ,funny ?+ ab\t our bus9ess1 y c't get a cu/om] to accept a c\ple ( #a_/d-;94 taps 9 place ( ! #a_/b-;94 "o he's ord]$4 ,s ,i _h to revamp ! :ole %oot+ mat*4 ,fir/ on ! program 0 to f9d out :at 0 made & :at 0 mak+4 ,!n we )drew f ! %op all "w 9 process except :at actually appli$ on ord]s 9 ! h\se or :at 0 ne$$ to fill out our /ock on an item on :i* we _h no ord]1 b on :i* pa/ exp]i5ce _h taught u we'd get "o 9 ! c\rse ( ! next #cj days4 ,y %\ld h se5 ! pile ( tote boxes we /uck "u ! boil]s4 ,well1 ! next job 0 to figure out ! mo/ economical lots to s5d ?r\gh ! works4 ,t figure 0 arriv$ at simply by *oos+ su* a size t no s+le op]ation c\ld possibly take m ?an a day4 ,9 a ^w1 ,i made sure t e s+le lot w\ld move e s+le day4 ,d y get ! picture8 ,a /eady fl[ ( manufactur+4 ,no funnel4 ,no pok+ ar\nd ) /icks4 ,today !re ar5't any /ock *as]s4 ,none is ne$$4 ,"w rea*es ! /ockroom on "t4 ,ord]s are fill$ complete ! same day !y come 94 ,inv5tories are l[]4 ,oh1 heck1 ne$ ,i g on8 ,no1 he ne$n't4 ,= already he has %[n u h[ ! motive =ce 0 appli$ at ! "r po9t to get results4 ,take ?is plan ap>t--or any o!r plan t really works--& y w see t x is built ^u ! ,,f\r ,,elem5ts ,,( ,,plann+4 ,!y make ! ,,plann+ :eels g r\nd4 99 99 99 99 99 ,n[ x's "t to take y\r own job ( plann+ to pieces & see if x1 too1 does n meet ! te/4 ,"h1 aga91 z :5 ! ,,analysis 0 made1 x helps to set ?+s d[n on pap]4 ,9 *>t+1 y w f9d t by pa9/ak+ application ( our f\r pr9ciples along ! l9es diagramm$ 9 ! figure on page #fe1 y c ,,lay ,,out ,a ,,work+ ,,plan dep5d+ = its approa* to p]fection only ^u ! am\nt ( ?\ght put into x1 & ^u ! degree ( accuracy ) :i* ! analysis ( ! job 0 made4 ,! *>t y make may be only a guide to ! complete plan4 ,"s plans require details :i* utt]ly preclude any =m ( expression s simple z a *>t4 ,o!r plans c be laid out on ! actual *>t %[n4 ,9 any ev5t1 ! v attempt to put y\r plan into diagrammatic =m w develop ,,practicability ,,& ,,accuracy ,,( ,,arrangem5t4 ,! v necessity ( hav+ to indicate & to select ! prim>y =ce back ( y\r job or bus9ess2 hav+ to trace t =ce ?r\gh ! v>i\s activities necess>y to complet$ "w2 & !n hav+ visibly & physically to conc5trate all ^! activities at "o po9t--^? v acts :i* mak+ a *>t compels y to p]=m1 en=ce a ma/]y ( ! ess5tial details ( y\r bus9ess & a grasp ( _! relations :i* e manag] %\ld h4 ,p]haps ! plan y h isn't z hot z y ?9k x is4 ,an (fice manag] fri5d ( ours 0 pretty pr\d ( 8 sy/em until "o day he *>t$ x4 ,8 company 0 fam\s = ! quality ( "w turn$ out4 ,b ! s]vice x gave 0 wret*$4 ,special in/ructions 7 (t5 ignor$4 ,deliv]y dates 7 ov]look$4 ,all t sort ( ?+4 ,! sy/em look$ good en\gh4 ,! (fice manag] said ! mi/akes 7 due to c>elessness4 ,& x look$ z if he 7 "r4 ,s :5 some?+ w5t wrong1 ! ne>e/ employee got a h&some bawl+ out4 ,at la/ ! sales =ce jump$ on him ) bo? feet4 ,too _m promises _h be5 brok54 ,s ! (fice manag] 0 =c$ to d some?+ ab\t x4 ,&1 q by accid5t1 made a *>t ( ! ,,actual ,,plan ,,( ,,"w4 ,hello1 :at 0 ?is8 ,half a doz5 responsibilities 7 /&+ ar\nd absolutely un*ap]on$1 y might say4 ,someone might come along & pick !m up1 or !n aga9---- ,= example1 if a cu/om] on ! ,we/ ,coa/ ord]$ a bill ( goods1 & !n1 :ile ! ord] 0 9 "w1 decid$ he want$ half ! goods %ipp$ by boat ?r\gh ! canal & ! o!r half by fa/ freight1 maybe he'd get 8 %ipm5ts t way & maybe he w\ldn't4 ,"u ! prevail+ plan t p>ticul> sort ( job didn't fall inside any "o man's bailiwick4 ,no "o man 0 responsible = see+ t su* ord]s 7 execut$4 ,no ma*9]y _h !re=e be5 provid$ = tak+ c>e ( !m4 ,t's only a sample ( "s ( ! duties :i* l&$--9 8 diagrammatic repres5tation ( ! actual plan ( "w--some:]e (f ! map4 ,= all ! action !y got1 !y might z well h be5 pa9t$ %ips ^u a pa9t$ ocean4 ,me?ods 9 g5]al1 y see1 7 pretty mu* all "r4 ,b !re 0 no recogniz$ initiative back ( ! plan4 ,activities 7 set 9 motion m or less spontane\sly4 ,z a result1 c]ta9 p>ts ( ! bus9ess 7 left )\t manag]ial sup]vision4 ,no?+ is sur] to expose su* a condition ?an actually to *>t a plan4 ,9 ?is in/ance1 x 0 simple to recognize foll[+ cu/om]s' in/ructions--no matt] :51 :y1 or h[ !y came--z ! logical prim>y =ce4 ,!n ! :ole tr\ble 0 tak5 c>e ( by c5t]+ ! responsibility ^u ! *ief ( ! ord] dep>tm5t4 ,f !n on1 all in/ructions reg>d+ any ord] cle>$ ?r\gh him4 ,?us x w be se5 t ! idea back ( *>t+ a plan is n to get some?+ y c "w to z an ideal 9 c>ry+ on a job1 b r to get a ,,practical ,,framework on :i* ! "w c actually be done4 ,!n x is at once evid5t :e!r ! clo!s ( ! bus9ess are hang+ on ! "r limb or :e!r !y h be5 hung up some:]e on ! gr\nd :]e1 l z n1 nobody w bo!r to pick !m up4 ,too (t5 ! plan turns out to be a sket*4 ,! build] waits until ! ar*itect's fir/ sket* has become a plan4 ,9 bus9ess x's l t1 too4 ,:5 f9ally y "k1 f ,,analysis1 :at y want to accompli%1 x is n difficult to plan ! proc$ure if y />t "r & =get no?+4 ,y />t "r if y take "t to figure out ! prim>y initiative4 ,y =get no?+ if y take ! tr\ble to set ?+s d[n 9 black & :ite4 ,& f9d+ ! motive =ce & figur+ out :]e to hit ) x1 is no?+ m nor less ?an *>t+ ! moves ( ! game until y f9d a succession ( activities mov+ along )\t back-track+1 )\t duplication1 )\t wa/$ ef=t or sup]vision4 ,?us cultivat+ ! ,,knack ,,( ,,plann+ is a long /ep 9 ! direction ( becom+ a good manag]4 ,if y 7 go+ to try to tell someone else h[ to cultivate ! knack ( plann+1 ! /ory ( ! two m5 %av+ 9 ! ,pullman wa%room s]ves to illu/rate ! po9t4 ,bo? m5 seem$ to be 9 a hurry4 ,! fir/ hu/l$ ov] to "o ( ! wa% bas9s1 scrubb$ 8 face & h&s1 dri$ !m on a t[el4 ,!n he began to %ave4 ,t f9i%$1 he wa%$ ! la!r f 8 face1 dri$ himself aga9 on ano!r t[el1 & put away 8 razor4 ,next came 8 tee?4 ,he bru%$ !m1 wa%$ away ! traces ( too? pa/e1 & dri$ himself on a ?ird t[el4 ,all ?is "t ! o!r fell[ 0 go+ ?r\gh ! same motions--b 9 a mu* diff]5t ord]4 ,he began ) 8 tee?4 ,aft] he _h bru%$ !m1 he la!r$ 8 face4 ,aft] he _h %av$1 a s+le wa% 0 en\gh & a s+le t[el did ! dry+ job4 ,he _h f9i%$ 8 cantel\pe & 0 well along ) 8 eggs be=e 8 companion rea*$ ! d9]4 ,numb] two didn't d a bett] job ( bru%+ 8 tee?1 ( %av+1 ( wa%+4 ,b he did d a bett] job ( ,,plann+4 ,he />t$ :]e ea* op]ation w\ld lead directly & naturally into ! next1 p]=m+ ea* at ! prop] "t4 ,aft] all1 isn't t precisely :at y d 9 plann+ any "p ( y\r bus9ess8 ,,iii ,organiz+ ! ,"w ,rememb] ,psmi? & ,pbr[n8 ,"o c\ld analyze1 b didn't "k :at to d ) 8 analysis aft] he got x4 ,! o!r 0 an exp]t plann]1 b alas6 8 plans 7 nev] bas$ ^u ! solid f\ndation ( actual necessity4 ,he plann$ to d some?+ be=e he knew :at _h to be done4 ,psmi? & ,pbr[n1 toge!r1 look$ l a gr& pair :5 we introduc$ !m 9 ! *apt] on ,,plann+4 ,n[1 aft] tak+ p>ticul> pa9s to give t impression1 we %all h to break "r d[n & confess 9 op5 meet+ t !y are b two numb]s ( ! ,,managem5t ,,team4 ,prob9son is ! ?ird4 ,prob9son ,,organizes ,,! ,,"w4 ,psmi? may analyze to a f>e-y-well2 ,pbr[n may plan till he's blue 9 ! face--_! be/ ef=ts are z ( no?+ wor? unless ,prob9son is on h& to organize ! "w ( ! bus9ess4 ,= z surely z !re is a knack ( analyz+ & a knack ( plann+1 j s surely is !re a knack ( organiz+ ! "w4 ,?us we approa* ! ?ird phase ( ! job ( manag+4 ,s f> we h se5 h[ ! successful manag] />ts f ! top1 work+ backw>d1 to *>t 8 job--& !n1 hav+ f\nd out :at has to be done1 builds 8 plan = do+ x4 ,analysis & plann+1 h[ev]1 w c>ry him j s f>4 ,unless he acquires ! knack ( organization1 he w nev] make a h[l+ success ( 8 job--he w fall j %ort ( be+ an out/&+ manag]4 ,! (fice manag] = an ,ea/]n conc]n af=ds ! ne$$ illu/ration4 ,p4 ,c4--^? ar5't 8 initials--knew (fice managem5t f ,a to ,izz>d4 ,fir/ to arrive 9 ! morn+1 la/ to leave at night1 he _h a trem5d\s capacity = h>d labor4 ,b he nev] seem$ to make a hole 9 ! pile ( "w on 8 desk4 ,x grew no small] fa/4 ,:y8 ,because he nev]1 9 all 8 ye>s ( manag+1 le>n$ to arrange ! division ( 8 "w4 ,he nev] le>n$ to deputize x4 ,:5 8 m9d %\ld h be5 free = ! m or less important decisions :i* crop out n[ & !n ev5 9 an (fice manag]'s life1 x 0 all b\nd ar\nd 9 ! necessity ( p]=m+ "s silly little r\t9e job :i* any girl ( mod]ate intellig5ce c\ld h done4 ,8 idea ( organiz+ 8 job 0 to try to d ev]y?+ himself4 ,& )9 8 physical limitations he 0 a valuable man to ! company4 ,b h[ mu* m he'd h be5 wor? _h he1 at "s "t 9 8 c>e]1 acquir$ ! ,,knack ,,( ,,organization6 ,don't jump to ! conclusion1 n[1 t ! successful organiz] is "o :o m]ely divides up 8 "w & p>cels x out among a flock ( assi/ants4 ,don't ?9k = a mom5t t x is no?+ b deputization4 ,effective organization is f> m ?an t4 ,x is ! di/ribution ( "w1 accord+ to its "* or urg5cy1 among ! facilities at h& = do+ x accord+ to _! capacities or co/4 ,& x makes no diff]5ce :e!r ^? facilities happ5 to be m51 money1 or ma*9es--or simply y\r own available "t4 ,y deputize "w :5 y use an add+ ma*9e in/ead ( y\r head to total la/ mon?'s sales--:5 y turn ! job ( packag+ breakfa/ food ov] to an automatic ma*9e--:5 y jot d[n 9 y\r notebook in=mation :i* w\ld o!rwise tax y\r memory--:5 y telephone ! pur*as+ ag5t in/ead ( mak+ y\r legs take y to 8 (fice--:51 in/ead ( us+ y\r own funds1 y d some?+ on borr[$ capital4 ,deputization may be any "o ( ^! j z easily z x may be ask+ y\r assi/ant to f9d out :y ,s-&-s's ord] = boys' pants wasn't %ipp$ on "t1 or mak+ him responsible = work+ out a new prospect li/4 99 99 99 99 99 ,! (fice manag] ( a %oe conc]n f\nd1 "r aft] ! w>1 t mu* ( 8 day 0 sp5t tell+ deal]s 9 ,kalamazoo & ,keokuk to be pati5t1 please1 & !y'd get _! %oes4 ,^? 7 ! halcyon days1 y'll rememb]1 :5 salesm5 w5t out twice a ye> & told _! cu/om]s h[ _m %oes or %ips or sew+ ma*9es !y c\ld h--& :5 !y c\ld h !m4 ,z a result1 ?is p>ticul> %oe factory 0 load$ to ! gu>ds ) ord]s4 ,ord]s 7 %ipp$ :51 z & if !y /ruggl$ f cutt+ room to fitt+ room--& f !n on d[n to ! pack+ dep>tm5t4 ,compla9ts 7 num]\s4 ,!y w]5't exactly compla9ts1 ei!r4 ,qu]ies1 r4 ,:]e are my %oes8 ,c't y %ip ,m>* #ae in/ead ( ,april #a8 ,& s on--until1 z we />t$ to say1 ! sales manag] 0 sp5d+ a great "p ( 8 "t dictat+ replies to 8 /5ograph]4 ,& %e didn't h "t = any ( h] o!r duties4 ,analysis prov$ t ! lett]s 71 9 ! ma91 ( ?ree types4 ,?ree lett]s 7 !re=e prep>$1 & ea* day ! sales manag] w5t ?r\gh ! inquiries & indicat$ :i* lett] %\ld g to :i* cu/om]4 ,9 t way ! latt] got a prompt & c\rte\s reply1 z well z c]ta9 vague in=mation expla9+ :y he'd h to wait ano!r mon? = 8 %oes4 ,& he 0 mod]ately happy4 ,p]sonal att5tion f ! sales manag] c\ld h accompli%$ no m4 ,?us a c]ta9 "p ( an executive's & 8 /5ograph]'s "t 0 deputiz$ to a sy/em4 ,c\ld ! sales manag] h gone a /ep fur!r & _h 8 lett] mimeograph$1 he w\ld h be5 ,,deputiz+ ,,to ,a ,,ma*9e ! same am\nt ( 8 own & a mu* l>g] "p ( ! /5ograph]'s "t4 ,b1 :ile ! cu/om]s accept$ plausible excuses 9 place ( %oes1 x is d\btful :e!r ! clev]e/ imitation w\ld h tak5 ! place ( a real typewritt5 lett]4 ,) ! manufactur] ( a propriet>y m$ic9e1 h[ev]1 ?+s are diff]5t4 ,wom5 f e "p ( ! c\ntry write 9 describ+ _! ailm5ts4 ,x is n difficult to classify ^! lett]s into a doz5 gr\ps4 ,& =m lett]s1 done 9 skillful imitation ( real typ+1 d ! trick q nicely4 ,t is ,,deputiz+--j z x is ,,deputiz+ :5 ! big boss calls 9 8 assi/ant & says3 ,y run ?is %ebang f n[ on4 ,i've got to see if ,i c't get ! ,k4 ,c4 plant out ( ! r$4 ,& x's ,,deputiz+ :5 a manufactur]1 =c$ to increase ! size ( 8 plant1 goes to a real e/ate op]ator & gets him to buy a piece ( l&1 put up a build+ & r5t x to him at a c]ta9 figure1 :ile he uses 8 own capital to equip & op]ate ! new plant1 because he c make #ae p] c5t1 say1 on 8 capital himself1 :]eas he has to pay out z r5t only an am\nt equal to #h p] c5t ( :at l&1 build+1 insurance1 & s on1 w\ld tie up4 ,fundam5tally1 !n1 ,,deputiz+ is tak+ some?+ away f ! pr9cipal ( ! job or bus9ess & assign+ x to a deputy4 ,pr9cipal & deputy may be a manag] & 8 /5ograph]1 a dep>tm5t head & a fil+ sy/em1 or a corporation's capital & a bond issue4 ,! fir/ /umbl+ /ep t[>d organization1 !re=e1 is to ,,recognize & ,,def9e ! ,,pr9cipal & ! ,,deputies 9 a giv5 task4 ,a good manag]1 ?\gh1 c't simply g & deputize e detail ( 8 job4 ,t might be no?+ m ?an ! trick ( a lazy man4 ,yet a ris+ "y executive 7on our li/ ( casual acqua9tances7 has done exactly t4 ,he has c>ri$ x to su* a f9e po9t t he is able to sp5d ?ree aft]noons a week ) ,col4 ,bogie4 ,he is /ill ris+1 al?\gh "s ( u h abid+ fai? 9 ! old adage t :at goes up mu/ come d[n4 ,9 o!r words1 he's ris+ to a fall4 ,no1 organiz+ is n deputiz+ 9 t s5se ( ! ^w4 ,9 ,,effective ,,organiz+1 x w be not$ f ! examples cit$1 "w is deputiz$ only :5 ! pr9cipal is left free to d some?+ else m important or m pr(itable4 ,! big boss didn't h& ! plant ov] to 8 assi/ant until he knew 8 undivid$ att5tion 0 ne$$ else:]e--until he knew he c\ld sp5d 8 "t m pr(itably 9 ano!r phase ( ! bus9ess4 ,analyze ! conditions "u :i* ! sales manag] delegat$ "p ( 8 dictation to a sy/em1 & "p ( 8 /5ograph]'s typ+ to a duplicat+ ma*9e4 ,y w see t ! "w deputiz$ fulfill$ two conditions3 ,x 0 "w ! sy/em & ! ma*9e c\ld d to advantage-- ,& "w :i* he & 8 /5ograph] c\ld d only at ! exp5se ( m important "w4 ,:]ev] !re is delegation ( responsibility 9 any true job ( manag+1 ! same two fundam5tals w be se54 ,too (t5 a manag] says3 ,nev] d any?+ y\r subord9ate c d = y4 ,b x is n good managem5t :5 turn+ a job ov] to a subord9ate leaves ! manag] idle & unproductive--) no?+ on 8 m9d except 8 hat4 ,! good manag]1 :atev] may be 8 p>ticul> job ( manag+1 foll[s two rules :5 he deputizes or di/ributes "w to man1 money or ma*9e4 ,su* "w1 he kn[s1 %\ld be3 #a4 ,"w :i* t o!r p]son or o!r ?+ c d to good advantage4 #b4 ,"w :i* ! manag] w\ld d himself only at ! exp5se ( some?+ m important4 ,deputiz+ y\r "w s t y\r days are free = golf+ or ya*t+ is f> f ! _s ( true organization4 ,:5 a ,s*wab deputizes1 ano!r job pr(its by ! increas$ "t he is able to give to x4 ,e "t he passes on a bit m responsibility1 ! :ole ent]prise pr(its ?r\gh 8 great] fre$om = ! big sweep ( ! bus9ess4 ,& :5 a manag] fails because he has nev] le>n$ to %>e responsibilities1 we %udd] at 8 folly--nev] /opp+ to ?9k t ! sole reason x 0 folly 0 because !re 0 a bigg] job = him to d4 ,deputiz+ 8 "w w\ld h left him free to ex]cise big1 broad judgm5t 9 a way t only leisure & calmness c\ld af=d4 99 99 99 99 99 ,a few ye>s ago1 two "y m5 w5t into bus9ess 9 a small ,ill9ois t[n4 ,!y 7 hone/1 indu/ri\s1 well lik$4 ,au/9 0 a born salesman2 ,black 0 a %rewd buy]4 ,x look$ l a good comb9ation & ! local bank] gave !m a l9e ( cr$it4 ,"o ye> w5t by4 ,two ye>s4 ,au/9 & ,black 7 j sk9n+ by4 ,a fair liv+ 0 all !y 7 gett+ out ( ! bus9ess4 ,volume--:i* 0 :at !y ne$$--0 increas+1 oh1 s sl[ly4 ,a salesman came along ab\t t "t & told !m "s ?+s !y didn't "k4 ,a little m skill 9 wat*+ ! /ock2 cutt+ out l9es :i* w]5't pay+2 trimm+ pur*ases on sl[-mov+ /ocks2 pu%+ specialties be=e !y w5t bad on _! h&s--^? 7 "s ( ! me?ods :i* meant add$ pr(its4 ,x c]ta9ly look$ l good bus9ess to hire ano!r cl]k s t ! p>tn]s' "t w\ld be free = ^! new phases ( ! bus9ess4 ,! cl]k 0 tak5 on--& ?+s began to hum4 ,soon ,au/9 & ,black saw o!r /eps !y ought to take4 ,m att5tion mu/ be giv5 to adv]tis+4 ,t meant ano!r cl]k4 ,next came a bookkeep]1 an assi/ant bookkeep]4 ,trade 0 increas+1 y see1 & net pr(its 7 increas+4 ,extra cl]ks 7 ne$$ all "r1 b ! proprietors w5t ! :ole hog & put on s _m t !y !mselves no long] _h to /& beh9d a c\nt]4 ,!y 7 bo? badly bitt5 by ! bug ( sup]vision4 ,f9ally ! tide turn$4 ,x usually does4 ,& :5 ,au/9 & ,black w5t to ! bank "o day to get an ext5sion ( cr$it1 ! %rewd old retir$ f>m] on ! o!r side ( ! desk laid d[n ! law4 ,!y got ! ext5sion--b only on c]ta9 conditions4 ,! *ief condition 0 t !y d ,,less ,,manag+ & ,,m ,,m]*&is+4 ,illu/ration ,& t's :at !y are do+ today4 ,!re 7 two manag]s :o organiz$ _! "w1 increas$ _! pr(its4 ,up to a c]ta9 po9t1 e "t !y deputiz$ _! "w1 x 0 an advantage1 because x left !m m "t = bett] m]*&is+4 ,b !y w]5't ,,organiz+ accord+ to our ,,two ,,fundam5tals4 ,lit]ally1 !y 7 deputiz+ all ! "w t o!rs c\ld d--& n conf9+ ! "w deputiz$ to "w !y !mselves c\ld d only at ! exp5se ( some?+ m important4 ,h[ well ! *>t tells ! /ory6 ,! great big :ite piece ( pie m>k$ ,,idle %[s exactly :]e ,au/9 & ,black w5t wrong4 ,! wor/ ?+ t ev] happ5$ to !m 0 ! day !y w5t home f ,*icago & tri$ to run _! bus9ess ! way !y ?\ght ,mr4 ,james ,w4 ,simpson runs 8 l>ge retail emporium4 ,some:]e along ! l9e !y tripp$ ov] ! po9t ( vani%+ returns & kept "r on go+4 ,& ?us we come to ! ,scylla & ,*>ybdis ( our job ( ,,organiz+4 ,rememb] we are n int]e/$ 9 ! m]e knack ( gett+ someone else to take ov] e la/ responsibility t c be borne by ano!r4 ,p]haps t may be good managem5t = a ,s*wab--9 s f>1 at lea/1 z x leaves 8 m9d free = ! ex]cise ( ! broad judgm5t we m5tion$ a :ile ago4 ,nor are we int]e/$ 9 ! %e] indu/ry & application involv$ 9 do+ )\t assi/ance ev]y?+ t c possibly be s done1 al?\gh do+ x may be equally good managem5t =1 say1 a file cl]k4 ,r is our int]e/ 9 ! ,,knack ,,( ,,s5s+ ,,! ,,divid+ ,,l9e betwe5 ,,"w to ,,p]=m & ,,"w to ,,deputize4 ,x is t ability :i* is ! m>k ( ! successful manag]4 99 99 99 99 99 ,:]e is ?is ,,divid+ ,,l9e8 ,h[ %all we "k :]e to ,,deputize & :5 to ,,p]=m8 ,:at k9d ( "w %all we turn ov] to subord9ates8 ,:at %all we res]ve = ourselves8 ,aga91 :atev] ! job or bus9ess we are engag$ 9 organiz+1 !re are simple rules to foll[4 ,b fir/ an illu/ration :i* w help to make ! po9t4 ,consid] ! cr$it man = a l>ge conc]n :i* sold ma*9es on a mon?ly paym5t plan4 ,he 0 always 9 a jam ) ! sales dep>tm5t4 ,x took too long1 compla9$ ! sales manag]1 to get cr$it rul+s4 ,x 0 no fun to put a :ole lot ( "w into sell+ ! cu/om]1 only to h ! ord] turn$ d[n by ! h\se because ( poor cr$it4 ,:y c\ldn't ! cr$it man give !m a rul+ be=e !y attempt$ to close a sale8 ,sometimes x took s long to get an ,o4,k4 t ! prospect got all cold & w5t some:]e else4 ,! treasur] ( ! company 0 drawn into ! picture :5 ! sales manag] op5ly decl>$ he'd get ! cr$it man4 ,& x c]ta9ly look$ z if ! sales manag] _h a good case4 ,b1 prote/$ ! cr$it man1 ,i've made mighty few mi/akes4 ,z = delays--well1 ,i don't "k h[ ,i c\ld "w any h>d]4 ,maybe y "w too h>d1 ! treasur] v5tur$4 ,hm1 if ,i didn't d :at ,i d1 ,i don't "k :o w\ld4 ,hold on1 n[1 let's get ?is ?+ /raight4 ,y're valuable to ! company because ( y\r long exp]i5ce & good judgm5t on cr$its4 ,:5 y h all ! dope on a man1 ,i'll bet my la/ doll> on y\r decision4 ,! only mi/akes y ev] make are :5 y hurry y\r decisions4 ,b--& "h's ! po9t--y ar5't any bett] at digg+ out ! facts ?an ei!r ( y\r two assi/ants4 ,yet "h's :at y d4 ,y divide salesm5's reque/s = cr$it rul+s into two gr\ps4 ,y take ^? t run ov] #ejj2 y\r assi/ants get ! o!rs4 ,ea* ( y does 8 own inve/igat+ & digg+--& except 9 puzzl+ cases1 y practically let y\r two m5 make _! own decisions4 ,myself ,assi/ants #ejj ,up ,"u #ejj ,m]cantile ,reports ,bank ,ref]5ces ,special ,inve/igations ,brief+ ,data ,f9al ,rul+ ,correspond5ce #ejj ,up ,"u #ejj ,m]cantile ,reports ,assi/ants ,bank ,ref]5ces ,special ,inve/igations ,brief+ ,data ,myself ,f9al ,rul+ ,correspond5ce ,:y1 li/54 ,y1 ! be/ man we h on decisions1 sp5d m ?an half y\r "t digg+1 :ile y\r assi/ants sp5d mu* ( _! "t mak+ decisions4 ,:at's ! result8 ,delay1 ! dep>tm5t 9 a jam1 "s decisions made 9 a hurry1 "s by y\r assi/ants4 ,! tr\ble ) y is1 y hav5't organiz$ y\r dep>tm5t "r4 ,& ! treasur] sket*$ ! diagram reproduc$ 9 ! upp] *>t on page #aje4 ,:y1 man1 y\r job is to keep all bad cr$its (f ! books--n j ! big ones4 ,a bad risk--:e!r x's #e or #ejjj--;is a mi/ake4 ,y're an exp]t cr$it man--b z a ,,manag]1 y're a ,,wa%\t4 ,?is1 he add$1 is ! way y ought to set up y\r dep>tm5t4 ,!n y1 ! be/ man on decisions1 w d all ! decid+4 ,y\r two assi/ants1 :o are j z good z y are at digg+1 w sp5d all _! "t gett+ y ! facts4 ,& z he spoke he sket*$ 9 ! l[] *>t4 ,! cr$it man _h err$ 9 ! o!r direction f ! two retail m]*ants4 ,he wasn't do+ en\gh manag+4 ,he 0 keep+ too mu* "w = himself4 ,& he 0 deputiz+ ! wrong k9d ( "w4 ,! m]*ants 7 deputiz+ "w !y %\ld h done !mselves--! g5]al sup]vision ( /ocks1 adv]tis+ & sales did n require _! undivid$ att5tion--& ! volume & pr(its ( ! bus9ess w\ldn't /& s mu* unproductive exp5se4 ,our cr$it man1 on ! o!r h&1 0 do+ "w :i* o!rs c\ld v well d = him--! "t he sp5t on su* "w %\ld h be5 devot$ to o!r & m important responsibilities4 ,9 ! /ory ( ! cr$it man1 h[ev]1 ano!r fundam5tal ( good organization comes to light4 ,rememb] h[ ! treasur] classifi$ ! "* ( ! "w to be done8 ,n only 0 ! cr$it man try+ to d too mu* "w1 b ev5 :5 he did assign "w to 8 assi/ants1 he assign$ ! wrong k9d4 ,he deputiz$1 true en\gh--b he err$ 9 reg>d to ! ,,k9d ,,( ,,"w ,,he ,,deputiz$4 ,he ?\ght he c\ld deputize small cr$its4 ,x didn't take ! treasur] long to %[ him t ! am\nt made no diff]5ce--x 0 ! "* ( ! "w t requir$ consid]ation4 ,pl5ty ( manag]s make t same mi/ake4 ,!y judge ! importance ( ! task by its physical bigness--or by ! am\nt ( money involv$--in/ead ( decid+ accord+ to ! "* ( ! "w4 ,be=e "w c be safely deputiz$1 !n1 x mu/ be ,,m ,,intellig5tly ,,classifi$4 ,& ! key to bett] classification is f\nd by divid+ ! job or bus9ess into two elem5ts4 ,"o is ,,ent]prise4 ,! o!r is ,,r\t9e4 ,ent]prise is an arbitr>y t]m :i* we %all *oose to indicate ^? factors ( "w :i* involve ! use ( judgm5t1 initiative1 exp]im5t or speculation4 ,r\t9e we %all apply to ^? factors :i* foll[ settl$ prec$5ts or rules or come )9 ! range ( kn[n ability to p]=m4 ,analyze y\r own job ) ^! two t]ms 9 m9d4 ,! v>i\s duties y p]=m w fall readily into "o or ! o!r ( ! two classifications4 ,! ?+s :i* come "u ! head ( r\t9e y h a "r to deputize if1 :5 y *>t bo? classifications--9 z accurate a proportion z possible to ! capacities ( ! pr9cipal & ! deputies--y f9d y are n ov]load+ ! bus9ess ) unproductive managem5t4 ,a simple rule ( ?umb works "h ab\t z well z any?+3 ,base ! division ( "w on h[ mu* or h[ little ( ! r\t9e ! pr9cipal c af=d to c>ry4 99 99 99 99 99 ,y may safely deputize only s long z1 by s do+1 y leave y\rself free = ! m important1 m pr(itable decisions4 ,don't =get = a mom5t1 !n--if y w\ld organize effectively--t !re is a trem5d\s diff]5ce betwe5 ent]prise & r\t9e "w4 ,don't wa/e en]gy on ! "o4 ,,don',t ,,deputize ,,! ,,o!r--unless y c effectively organize a deputy's capacity = do+ x1 & !n only if x pays4 ,don't be l ! manag] :o got a ta/e ( ! sav+s to be made ?r\gh ! application ( me*anical h&l+ equipm5t4 ,he b\ght conveyors--& m conveyors4 ,he 0 ,,deputiz+ ! h&l+ job to ma*9es4 ,s f>1 s good4 ,b ! fir/ ?+ y "k he _h a #ej-;ft4 conveyor connect+ two po9ts 9 8 %ipp+ room4 ,x took "o man to load x1 ano!r to unload x4 ,previ\sly "o man ) a h& truck _h mov$ ! packages v nicely1 & _h a lot ( "t left ov] = o!r duties4 ,& "h he ne$$ an extra man--& own$ a co/ly piece ( equipm5t to boot4 ,"u su* circum/ances ! conveyor became v exp5sive sc5]y--n ne>ly s nice to look at z ,yell[/one ,p>k or ! ,rivi]a--& ! money inve/$ 9 x w\ld h b\ght a trip to ei!r4 ,?us all sav+s ?r\gh deputization don't pay4 ,_m a ma*9e w save "t & labor1 b ! int]e/ on ! inve/m5t1 & upkeep & ! depreciation w m ?an eat up ! sav+--,,unless ,,! ,,"t ,,& ,,labor ,,sav$ ,,c ,,be ,,pr(itably ,,turn$ ,,to ,,some?+ ,,else4 99 99 99 99 99 ,no attempt$ exposition ( ! ,,knack ,,( ,,organiz+ c be complete )\t some?+ m ?an pass+ m5tion ( a phase :i* may be all too easily slid ov] or complet$4 ,:5 "w is deputiz$1 ! responsibility ( ! manag] does n end ) ! act ( deputization4 ,x is ! manag]'s responsibility to see t ! "w is done 9 ! simple/ & mo/ effective mann]4 ,a sales executive _h all[$ a bun* ( call reports to accumulate4 ,!re 7 sev]al hundr$ ( !m4 ,s he call$ 9 a /5ograph] ^: "t 0 hang+ fairly heavily on h] h&s1 & ask$ h] to put !m into alphabetical ord] prep>atory to fil+4 ,fifte5 m9utes lat] he happ5$ by & 0 />tl$ to see t %e _h cov]$ two desks ) ! call reports & seem$ to be mak+ ha/e v sl[ly inde$4 ,%e _h made a pile = e la/ lett] 9 ! alphabet4 ,& e "t %e pick$ up a report1 %e _h to hunt = ! prop] pile to put x 94 ,s he %[$ h] h[ to sort fir/ 9 five major piles--,a1 ,b1 ,c1 ,d 9 "o pile & s on4 ,& !n to sort ea* pile aga9 into five piles1 "o = ea* lett]--& f9ally to sort ea* individual pile alphabetically4 ,x s\nd$ l m h&l+4 ,& p]haps x 04 ,b ! job ( classification 0 greatly simplifi$4 ,!re 0 no m hunt+ = ! miss+ pile4 ,! "w proce$$ quickly & accurately4 ,a r\gh illu/ration4 ,he might h gone a /ep fur!r & deputiz$ "p ( ! girl's task to a ma*9e in/ead ( to ! primitive sy/em describ$4 ,t is to say1 he might h se5 t %e 0 provid$ ) "o ( ! prelim9>y fil+ baskets :i* file cl]ks (t5 use4 ,!n ! task ( sort+ alphabetically c\ld h be5 done 9 a s+le h&l+ ( ea* report4 ,b :atev] ! me?od he made available = ! girl's use1 ! illu/ration /ill s]ves to indicate t ! manag]'s responsibility does n end :5 he turns a job ov] to a subord9ate4 ,x rema9s 8 c>e to see t ! job is done by ! mo/ effective me?od--n necess>ily ! spe$ie/1 b ! "o :i* gets ! be/ results = ! ef=t involv$4 ,to f9d ?is "o be/ me?od1 indu/ry has evolv$ a complete te*nique ( "t & motion /udy4 ,& m]ely to h9t at :at may be accompli%$ by break+ d[n an op]ation into its elem5t>y op]ations & obs]v+ ! "t requir$ to p]=m !m1 becomes "p ( our task 9 sett+ d[n ! ways & means ( organiz+4 ,fir/ we %all f9d t any job1 simple or complex1 may be divid$ into ?ree p>ts3 make ready1 d & put away4 ,%av+1 = example4 ,fir/ we get ev]y?+ ready--razor1 bru%1 %av+ cream1 hot wat]4 ,!n comes ! actual op]ation ( %av+4 ,& la/1 clean+ up--r9s+ ! bru%1 wip+ ! razor1 & putt+ ?+s back :]e !y belong4 ,p]haps y're 9 ! same boat z ! old f>m] :o1 approa*$ by ! subscription salesman ( an agricultural magaz9e1 all[$ he wa'nt f>m9' n[ half z good z he knew h[4 ,or p]haps y already hold spe$ records at giv+ y\r face ! once-ov]4 ,b1 y see1 ! :ole po9t 9 /udy+ ! job is n aim$ at fa/] %av+1 b at simplify+ ! make ready & put away phases ( ! op]ation4 ,= example1 ! next "t y %ave1 try pick+ up ! tube ( %av+ cream ) "o h& & unscrew+ ! cap :ile y're wett+ y\r bru% ) ! o!r4 ,x w be awkw>d z ! dick5s ! fir/ "t y try x4 ,b try x aga9 & aga9 & aga94 ,x won't be long be=e y'll be an exp]t at do+ ! job t way4 ,f9i% up t "p ( ! op]ation by screw+ ! cap back on :ile y are la!r+ y\r face ) ! "r h&4 ,does x require a /op wat* to po9t out ! sav+ 9 "t t y've made8 ,oh1 x won't be easy ! fir/ few times1 b be=e y "k x1 y'll h taught y\rself good "w habits4 ,take a simple job l ! assembly ( a lic5se bracket 9 an automobile factory4 ,an analysis ( ?is op]ation 7see ,micromotion ,te*nique1 by ,f4 ,j4 ,van ,poppel51 ,factory & ,indu/rial ,managem5t1 ,nov41 #aicj7 %[$ t ! "r h& 0 busy all ! "t1 :ile ! left did no?+ mo/ ( ! "t except hold ! piece4 ,at ! risk ( gett+ too te*nical--= aft] all we are int]e/$1 n s mu* 9 ! details1 z 9 c]ta9 broad pr9ciples ( organiz+ ! "w--let u see h[ ! op]ation 0 p]=m$4 ,fir/ ! op]ator assembl$ a numb] ( screws & lea!r wa%]s by pick+ up a screw ) ! left h&1 a wa%] ) ! "r1 putt+ !m toge!r & lay+ ! assembly aside4 ,!n he pick$ up a bracket ) ! left h& & a screw & wa%] assembly ) ! "r1 plac+ ! screw ?r\gh a slot 9 ! bracket--cont9u+ to hold assembl$ pieces 9 8 left h& :ile ! "r 0 pick+ up a flat wa%] & assembl+ x to ! screw2 pick+ up lock wa%]1 assembl+ x to ! screw2 pick+ up acorn nut & />t+ x on ! screw2 & f9ally pick+ up an op5-end wr5* & tight5+ ! nut4 ,!n he assembl$ screw1 wa%]s & nut to ! o!r side ( ! bracket1 :]eupon wr5* & bracket 7 laid aside1 complet+ ! cycle4 ,an analysis ( ^! motions1 by "r & left h&s1 is giv5 9 ! table on page #abj4 ,x illu/rates ! important po9t t ! "r h& 0 busy all ! "t1 b = a consid]able "p ( ! "t ! left 0 do+ no?+ b hold+ ! piece4 ,on pages #aah & #aai are %[n draw+s ( ! old & ! new assembly me?ods4 ,likewise1 ! l[] table on page #abj analyzes1 by "r & left h&s1 ! motions requir$ by ! new me?od4 ,note fir/ t few] elem5ts--#ag z aga9/ #bf--;are requir$4 ,& note t bo? h&s are productively employ$ ) %ort] di/ances to travel = /ock & ) decreas$ ef=t4 ,illu/ration3 ,analysis ( ?is assembly job %[s 444 444 t ! "r h& 0 busy all ! "t4444 ,illu/ration3 ,comp>ison ) ! old me?od 444 %[s bo? h&s productively employ$4444 ,,table #a ,,left ,,h& ,,"r ,,h& #a4 ,pick up screw ,pick up lea!r wa%] #b4 ,assemble ,assemble #c4 ,idle ,lay aside #d4 ,pick up bracket ,pick up screw & wa%] assembl$ #e4 ,hold bracket ,assemble #f4 ,pick up flat wa%] #g4 ,assemble #h4 ,pick up lock wa%] #i4 ,assemble #aj4 ,pick up nut #aa4 ,/>t on ?read #ab4 ,pick up wr5* #ac4 ,tight5 nut #ad4 ,lay wr5* aside #ae4 ,pick up screw & wa%] assembl$ #af4 ,assemble to o!r side ( bracket #ag4 ,pick up flat wa%] #ah4 ,assemble #ai4 ,pick up lock wa%] #bj4 ,assemble #ba4 ,pick up nut #bb4 ,/>t on ?read #bc4 ,pick up wr5* #bd4 ,tight5 nut #be4 ,lay wr5* aside #bf4 ,idle ,lay bracket aside ,,table #b ,,left ,,h& ,,"r ,,h& #a4 ,pick up screw & transport ,same #b4 ,position on block ,same #c4 ,pick up lea!r wa%] & transport ,same #d4 ,position on screw ,same #e4 ,pick up new bracket & transport ,pick up assembl$ bracket2 lay aside #f4 ,position bracket on block ,same #g4 ,pick up flat wa%] & transport ,same #h4 ,position on screw ,same #i4 ,pick up lock wa%] & transport ,same #aj4 ,position on screw ,same #aa4 ,pick up nut & transport ,same #ab4 ,/>t nut on screw ,same #ac4 ,position driv] ,same #ad4 ,tight5 nut ,same #ae4 ,position driv] to #bnd nut ,same #af4 ,tight5 nut ,same #ag4 ,release driv] & move assembl$ bracket #b 94 =w>d on block ,same ,! new set-up consi/s ( a h>dwood block1 %ap$ to fit "o side ( ! bracket :5 assembl$1 & nail$ to ! b5*4 ,! op5-end wr5* 0 replac$ by a screw-driv] ) a socket wr5* to fit ! acorn nut1 susp5d$ on a spr+ 9 front ( ! op]ator4 ,! miscellane\s conta9]s = hold+ ! small p>ts 7 replac$ by a supply ( %eet-metal duplicate trays1 s t ! v>i\s p>ts c\ld be locat$ 9 ! mo/ conv5i5t position4 7,?is arrangem5t 0 n us$ 9 ! accompany+ illu/rations because x obscur$ ! view47 ,9 a ^w1 !n1 ! numb] ( elem5ts 0 decreas$ by "o-?ird--& practically all ( ! elem5ts 9 ! new me?od require less "t ?an ! simil> or correspond+ elem5t 9 ! old me?od4 ,! di/ance ( travel = /ock has be5 %ort5$1 p>ts are grasp$ m easily1 bett] & fa/] tools are provid$1 ef=t is decreas$1 & bo? h&s are productively employ$4 ,ne$ ! imag9ation be /ret*$ to ! break+ po9t to see h[ a job involv+ ! "w n ( "o man1 b ( sev]al1 may be simil>ly organiz$ & simil>ly improv$8 ,a second illu/ration w s]ve to %[ ! application to gr\p "w 7see ,motion ,/udy ,appli$ to ,gr\p ,"w1 by ,j4 ,a4 ,piacitelli1 ,factory & ,indu/rial ,managem5t1 ,april1 #aica1 page #fbf74 ,! op]ation /udi$ "h involv$ cycles ( approximately elev5 seconds' duration1 p]=m$ by a gr\p ( sev5 m54 ,! mat]ial h&l$ consi/$ ( rolls ( ro(+ weigh+ ab\t #ej lbs4 ea*4 ,_m ( ! elem5ts 9 ! cycle 7 obvi\sly fatigu+4 ,! rolls _h to be lift$1 dur+ transf]s f "o work] to ano!r1 & roll$ along a horizontal runway4 ,! truck] lift$ ! complet$ roll & plac$ x on 8 truck4 ,:ile ! rate ( production 0 limit$ by process & spe$ ( equipm5t1 ! *ance to cut co/ & fatigue prompt$ ! /udy4 ,exam9e ! equipm5t lay\t be=e ! /udy 0 made 7x is %[n on page #abd71 & foll[ ! op]ation4 ,a roll ( ro(+ pap] approximately #h 94 9 diamet] & #cf 94 long 0 w\nd ab\t ! m&rel ( a w9d+ ma*9e by "o ( ! work]s4 ,! roll 0 tak5 (f & pass$ to ano!r work] :o wrapp$ a %eet ( pap] ab\t x & pa/$ x 9 place4 ,:5 ! roll 0 wrapp$1 he _h to lift ! roll1 turn & deposit x on ! runway4 ,! next man ins]t$ a bag ( nails1 a c ( cem5t & an in/ruction %eet into ! core ( ! roll4 ,to d ?is1 he 0 =c$ to turn & b5d almo/ to floor level to get 8 supplies4 ,next ! roll 0 pass$ along to two m5 :o1 f opposite sides ( ! runway1 plac$ protectors & musl9 caps on ! ends ( ! roll4 ,x 0 !n roll$ along to ano!r man :o plac$ gumm$ pap] b&s ab\t ! ends & pu%$ ! roll to ! end ( ! runway :]e ! truck] plac$ x on a truck & :eel$ x into /orage4 ,illu/ration3 ,,equipm5t ,,lay\t ,,be=e ,,/udy ,illu/ration3 ,,equipm5t ,,lay\t ,,aft] ,,/udy ,! movie cam]a1 :i* is gradually f9d+ wid] indu/rial use 9 ! se>* = ! "o be/ me?od1 0 us$ to record ! "w ( ?is gr\p4 ,x suppli$ n only a photographic record ( ! work+ place & surr\nd+ conditions1 b also a simultane\s record ( "t & me?od employ$ by ea* work] reg>dless ( spe$4 ,x 0 !n possible to /udy ov]lapp+ cycles & to analyze ! me?ods to ! desir$ degree ( accuracy--& ?us to transf] p>ts ( ! cycle ( "o op]ator to t ( ano!r1 ?us effect+ a bett] di/ribution ( "w & %ort5+ ! cycle ( ! p]son on :om ! production ( ! gr\p dep5ds--!reby increas+ ! productivity ( ! entire gr\p4 ,^! analyses %[$ imm$iately an unequal di/ribution ( "w4 ,aga91 f ! equipm5t lay\t made aft] ! /udy1 let u foll[ ?r\gh & see :at *anges 7 effect$4 ,fir/ ! wrapp] 0 fre$ f turn+ & lift+ ! roll f 8 table by ! introduction ( an elevator :i* lift$ ! roll to an incl9$ runway4 ,! roll !n mov$ f place to place by gravity :5 releas$ by foot-op]at$ trips4 ,! pa/+ problem 0 solv$ by us+ a tr\gh ! l5g? ( ! pap]1 op5 on ! bottom & equipp$ ) squeegee lips l ! mucilage bottle on y\r desk4 ,a pile ( wrapp+ pap] ) ! f> edges ( ! %eets ins]t$ "u ! tr\gh suppli$ a pa/$ %eet e "t "o 0 drawn t[>d ! op]ator4 ,! tr\gh 0 cov]$ ) a h+$ plate :i* p]mitt$ ! roll to pass ov] x to ! elevator4 ,x 0 f\nd1 by elim9at+ ! fatigu+ elem5ts 9 ?is man's "w & simplify+ 8 cycle ( motions1 t ! "t w\ld be s r$uc$ t he c\ld easily take ov] ! "w ( ! man :o plac$ ! cem5t & nails 9 ! core ( ! roll4 ,! in/ruction %eet 0 plac$ 9 ! roll by ! w9d]1 :o _h ample "t = ?is additional task4 ,! pile ( %eets 0 plac$ at 8 "r "u a date /amp s t he c\ld date ea* %eet & slip x into ! roll j be=e x /opp$4 ,simplify+ ! cycle ( ! m5 :o plac$ ! caps on ! ends ( ! roll enabl$ !m to take ov] ) ease ! "w ( ! man :o _h plac$ ! gumm$-pap] b&s ar\nd ! ends4 ,?us ea* man capp$ & b&$ 8 own end1 :]eas =m]ly ! b&] _h _h to assume an awkw>d & fatigu+ position to rea* ! f> end4 ,& la/1 by plac+ a r$esign$ truck at ! end ( ! incl9e1 ! complet$ rolls l&$ 9 ! truck1 & ! truck] 0 able to c>e = two ma*9es4 ,! me?od f9ally e/abli%$ 0 record$ on in/ruction %eets1 & ! exi/+ premium 0 modifi$ to provide additional inc5tive4 ,al?\gh1 z /at$ at ! outset1 ! rate ( production 0 limit$ by ! ma*9e1 sub/antial sav+s result$ f ! /udy4 ,production has be5 ma9ta9$ ) #d-a_/b m5 in/ead ( #g2 fatigue has be5 greatly less5$2 co/ has be5 r$uc$ ab\t #bf p] c5t2 av]age e>n+s ( ! gr\p h increas$ ab\t #ai p] c5t4 ,?us ! se>* = ! "o be/ me?od becomes an important factor 9 organiz+ ! "w4 ,we might g on & %[ h[ ?is gr\p "w 0 organiz$ 9 accordance ) our two fundam5tals1 b ! purpose ( introduc+ ?is illu/ration & ! "o prec$+ x 01 aft] all1 to %[ t ! pr9cipal's responsibility1 aft] deputiz+ "w1 ends only :5 he has %[n ! deputy ! mo/ effective me?od ( do+ x4 ,besides1 we mu/ ha/5 on to ! task ( h&l+ ! help4 ,we h se5 t ! entire ,,fabric ,,( ,,manag+ re/s ^u ! knack ( ,,organiz+2 t organiz+ ! "w mu/ be prec$$ by ,,plann+2 & t plann+ mu/ be bas$ ^u ,,analysis4 ,& n[1 hav+ organiz$1 we mu/ le>n h[ to h&le ! help--:i* is a task met 9 e job involv+ manag+4 ,& :at job1 big or small1 does n involve ,,manag+8 ,,iv ,h&l+ ! ,help ,!re us$ to be a good old gold5 rule ( ?umb t 0 pl5ty good en\gh = ! good old rule-(-?umb days4 ,x 03 ,if y w\ld be fair1 treat all y\r m5 alike4 ,z a matt] ( fact x wasn't a bad rule 9 ^? halcyon days = man want$ !n b little "h bel[4 ,& he got x4 ,^? 7 ! days :5 a c]ta9 plant ( a c]ta9 electrical conc]n 0 kn[n affectionately among ! employees z ,sib]ia4 ,) good reason1 too1 = x 0 ! dre>ie/1 bleake/ place 9 w9t] y c imag9e4 ,& a transf] to x 0 l no?+ s mu* z a s5t5ce to ,sib]ia4 ,well1 well1 _! plant today is z com=table a place to "w 9 z y'll f9d any:]e 9 ! c\ntry2 t conc]n today sets a high /&>d ( employ]-employee relation%ips2 ^? same work]s :o1 ?irty ye>s ago1 %iv]$ at ! b>e ?\ght ( pull+ on _! pants & trekk+ ov] ! b>r5 wa/es to ,sib]ia1 are today com=tably retir$ on mode/ p5sions :i* don't d a ?+ b help keep ! wolf f ! door4 ,yet ! managem5t1 9 ^? days beyond recall1 w\ld h %[n y t all m5 7 treat$ alike4 ,p]haps t 0 ! tr\ble4 ,anyway1 if y ask$ ! managem5t today h[ to h&le help1 doll>s to d\ghnuts ! answ] w\ld come clos] to be+3 ,to be fair1 ,,treat ,,e ,,man ,,diff]5tly4 ,a sugge/ive /atem5t--significant because x is indicative ( trem5d\s *ange 9 ! relation%ips ( capital & labor1 ( employ] & employee4 ,fifte5 ye>s ago a lad graduat$ f an ,ea/]n univ]sity4 ,8 folks 7 poor b pr\d--z ,mr4 ,alg] us$ to say--b manag$ to see ,phil ?r\gh4 ,phil _h made a good record 9 s*ool--& "s good fri5ds4 ,?r\gh "o ( !m he got a lett] to ,mr4 ,h--1 ! head ( an old e/abli%$ firm ( /ockbrok]s--& ! lett] got him a job4 ,! job paid #e a week4 ,ev5 9 ^? days !re wasn't mu* left ov] aft] c>f>e & lun*es _h be5 d$uct$4 ,b ,phil 0 le>n+ ! bond bus9ess4 ,he w\ldn't be wor? ev5 #e a week ! fir/ six mon?s4 ,aft] t1 maybe4 ,he /uck4 ,graduat$ f runn+ ! /reet to a /ool 9 ! /ock cl]k's cage4 ,came ! ,new ,ye> & ,phil f\nd an extra doll> 9 8 pay envelope4 ,he ask$ ! ca%i] if !re wasn't "s mi/ake4 ,!re wasn't4 ,two days lat] he got a job 9 a factory ne> 8 home at #ab a week4 ,told ,mr4 ,h-- he 0 leav+4 ,0 (f]$ #ae to /ay4 ,w\ldn't4 ,mr4 ,h-- confess$ lat] t he _h let ! mo/ promis+ prospect 9 ye>s slip ?r\gh 8 f+]s4 ,all--if y ask u--because x 0 a fix$ policy ( ! h\se to treat all alike4 ,= ye>s x _h be5 do+ j exactly t4 ,ea* ,june x took on a new crop ( "y m5 to le>n ! bus9ess4 ,ea* "y man got #e a week4 ,no favorites4 ,b n9e out ( e t5 came f prosp]\s1 ev5 weal?y families4 ,t #e bill 0 no?+ 9 _! "y lives4 ,_! families 7 glad to h !m "w = no?+1 = !y 7 gett+ an insight into ! inve/m5t bus9ess--& "s day1 :e!r !y became bond salesm5 or j pla9 manufactur]s & solid bank]s1 t k w\ld be wor? its weight 9 gold4 ,phil 0 ! t5? man4 ,mr4 ,h-- knew well en\gh t he c\ldn't get by on #e a week4 ,b !re 0 ! rule4 ,x c\ldn't be brok54 ,no1 we c't w9d up by tell+ h[ ,phil did well 9 ! pants factory1 m>ri$ ! boss's daught] & owns ! bus9ess today4 ,t w\ld be w&]+ f> f ! tru?4 ,he c\ldn't see ! boss' daught] = "o ?+--& besides ! pants factory wasn't su* a mu*4 ,no1 y'll f9d ,phil today do+ a bang-up job 9 an ,ohio plant4 ,x says ,g5]al ,manag] on 8 door4 ,& z f> z he is conc]n$1 x 0 ! be/ ?+ t ev] happ5$ :5 ,mr4 ,h-- treat$ him l all ! re/4 ,mr4 ,h--1 ?\gh1 is /ill tak+ !m on1 /ill pay+ !m #e a week--or maybe x's #aj--/ill treat+ !m all alike4 ,he gets a lot ( bright "y fell[s into ! bus9ess4 ,b e s (t5 he passes up a *ance to get an exceptionally promis+ boy--because he is fair & treats !m all alike4 ,:at's a rule =1 anyway1 except to break8 ,mr4 ,h-- w nev] "k t x's ! exception t proves ! rule--p>ticul>ly :5 y are deal+ ) human values4 99 99 99 99 99 ,b m lat] ( ! new] viewpo9t4 ,= ! mom5t we are talk+ ab\t h&l+ ! help--& mak+ x s\nd z ?\gh x 7 solely ! problem ( ! big employ]4 ,n s4 ,x is a problem ) e "o ( y 9 bus9ess--unless y d no?+ b sit 9 "o spot & d "o job f n9e to five1 five days--we hope--a week4 ,! editor :o wants a manuscript typ$2 ! salesman :o mu/ get long di/ance2 ! man at ! ma*9e :o has to get tools f ! toolroom2 ! err& boy ) 8 bundle to c>ry--all h ! same problem4 ,to all ( !m x is j z important 9 relation to _! own scale ( ?+s z x is to ! manag] ( a bus9ess ) t5 or a hundr$ or a ?\s& employees4 ,x is ! et]nal problem ( ,,gett+ ,,o!rs ,,to ,,coop]ate4 ,"s m5 are good at x2 o!rs are total failures4 ,_m a man on ! b5* or at ! ma*9e has ! ability1 k & exp]i5ce :i* qualify him = a job z =eman or ev5 sup]9t5d5t4 ,b he c't hold d[n a =eman's job because he hasn't ! knack ( gett+ he>ty1 :ole-s\l$ coop]ation f o!rs4 ,=em51 too1 h *ang$1 y see4 ,today ! successful =eman is less (t5 ! h>d-boil$ driv]1 m (t5 ! /ud5t ( 8 job1 ( 8 m51 ( himself4 ,he has le>n$ t1 to be fair1 he mu/ treat e man diff]5tly4 ,(t5 we he> ( ,bill's los+ 8 job z a me*anic1 n because he didn't "k 8 job1 n because he c\ldn't run e la! 9 ! %op1 b because he c\ldn't get along ) ! o!r m54 ,& we ?9k1 ,poor ,bill6 x's too bad he's s quick-temp]$4 ,g5]ally we blame x on temp]am5t4 ,yet "s ( ! v be/ h&l]s ( m5 are ! crabbie/1 crankie/ g5ts 9 sev5 /ates4 ,o!rs are z cold z /eel4 ,& l z n ! w>m-he>t$1 g5]\s man is a monum5tal failure at h&l+ 8 help4 ,no1 :5 y *eck specific me?ods ( h&l+ p--me?ods :i* are successful = ! mo/ "p--some?+ mu* m fundam5tal ?an temp]am5t w be f\nd4 99 99 99 99 99 ,mrs4 ,?ompson 0 9 *>ge ( ! in=mation desk & swit*bo>d 9 a m$ium-siz$ ,new ,engl& factory4 ,a well-br$ ,engli%woman 9 h] late ?irties1 ! boss lik$ h] = h] pleasant voice ov] ! phone1 = h] unfail+ly c\rte\s treatm5t ( visitors4 ,b if ! boss lik$ h]1 almo/ no "o else did4 ,salesm5 p>ticul>ly compla9$ ( h] crank9ess & ( ! unsatisfactory s]vice !y got4 ,"y ,bacon 0 an exception1 ?\gh4 ,he always got :at he want$4 ,"o day ! (fice manag] ask$ him h[ on e>? he did x4 ,bacon ?\ght he 0 be+ tak5 = a ride1 b f9ally answ]$3 ,:y1 t's a c9*4 ,i take ,mrs4 ,?ompson's job s]i\sly4 ,press$ = details1 he suppli$ !m4 ,i nev] try to kid h]4 ,i nev] bawl h] out4 ,:5 ,i want a numb] ,i treat h] z ?\gh ! swit*bo>d 7 h] own p>ticul> bus9ess & ,i a cu/om]4 ,j z if %e _h some?+ to sell1 & ,i some?+ to buy4 ,:5 ,i ask = "s special s]vice1 %e gives x to me4 ,or %e tells me :y %e c't4 ,aft]w>ds ! (fice manag] took ! tr\ble to look into ! situation4 ,! swit*bo>d job 0 a life sav] to t woman ( #ch4 ,%e ne$$ ! money 9 ! fir/ place4 ,& besides ! job gave h] a s5se ( responsibility4 ,%e 0 pr\d ( h] job1 pr\d to "k t ! m5 9 ! bus9ess dep5d$ ^u h] = c]ta9 important s]vices4 ,%e c\ldn't und]/&1 !n1 :5 a salesman pick$ up 8 telephone & b>k$ a comm& at h] z ?\gh %e 7 a piece ( (fice furniture1 or patroniz$ h] z if %e 7 a *ild1 or kidd$ h] z if %e 7 a #bj-ye>-old flapp]4 ,x made h] cranky to be treat$ l t4 ,& :5 someone l ,bacon came along ) 8 me?od ( treat+ h] "w z a responsible piece ( bus9ess1 x put h] on h] mettle4 ,! solution 0 obvi\s4 ,! (fice manag] talk$ ,mrs4 ,?ompson & ,mrs4 ,?ompson's job ov] ) ! salesm54 ,x wasn't long be=e !y *ang$ _! tactics1 ) resultant improvem5t 9 ! quality ( ! telephone s]vice !y got4 ,s\nds l a case ( kn[+ ! foibles ( ! p]son involv$1 doesn't x8 ,x's m ?an t4 ,edna is a swit*bo>d op]ator1 too4 ,%e is pretty & agreeable4 ,& y c\ldn't blame ! boys = lik+ to hang ar\nd4 ,no "o ?\ght mu* ab\t t until "s ( ! m s]i\s-m9d$ m5 discov]$ !y c\ldn't get a ?+ out ( ,edna4 ,%e 0 too busy li/5+ to ,joe's late/ exploit ) "o h&1 & plugg+ ,jack 9 ) ! o!r4 ,%e play$ favorites 9 putt+ ?r\gh long di/ance calls1 took advantage ( ! fri5dly feel+ ev]yone _h t[>d h]4 ,! telephone s]vice 9 t (fice j fold$ up & di$4 ,!re wasn't any4 ,! obvi\s rem$y 0 to fire ,edna4 ,b ! manag] 0 a cagey old codg]4 ,b5ea? a r\gh ext]ior beat a he>t ( gold1 & someh[ he felt t maybe x wasn't all ,edna's fault4 ,:y1 bla/ x1 %e'd be5 treat$ l a pretty1 petulant girl4 ,:y %\ldn't %e act l "o8 ,a memo 0 ! result4 ,x ann\nc$ ! creation ( a new dep>tm5t4 ,telephone ,s]vice 0 its "n--& ,edna ,blank 0 its head4 ,x 0 j z mu* a "p ( ! bus9ess z ! acc\nt+ dep>tm5t1 or any o!r4 ,he _h s5se en\gh to ,,put ,,def9ite ,,responsibilities ,,^u ,,edna',s ,,%\ld]s4 ,he did x n only to in/ill 9 h] a s5se ( duty1 b also to impress h] ) 8 confid5ce 9 h] ability to p]=m ^? duties4 ,!n1 "u ! rose1 he in/ruct$ ! m5 to treat h] j z !y treat$ ! capable woman 9 *>ge ( ! acc\nt+ end ( ! bus9ess4 ,!y did4 ,& ,edna rose to ! occasion1 took pride 9 h] "w1 disc\rag$ ! hang]s-on1 play$ no favorites 9 putt+ ?r\gh calls1 & became z good an op]ator z ev] y'd hope to see4 ,n[1 !n1 scrat* ! surface & :at d y f9d8 ,n t x 0 simply a case ( und]/&+ ,mrs4 ,?ompson's & ,edna's foibles4 ,n at all4 ,mrs4 ,?ompson /opp$ be+ cranky & became accommodat+1 ,edna dropp$ h] irresponsible ways & became an al]t1 att5tive op]ator ,,:5 ,,!y ,,got ,,! ,,feel+ ,,out ,,( ,,_! ,,"w ,,t ,,!y ,,7 ,,transact+ ,,bus9ess ,,= ,,!mselves4 ,& ne$ we look = fur!r pro( ( our po/ulate t ,,to ,,be ,,fair1 ,,y ,,mu/ ,,treat ,,all ,,y\r ,,assi/ants ,,diff]5tly8 ,y mu/ "k !m1 "k y\rself1 if y w\ld get :ole-he>t$ coop]ation4 ,t is fundam5tal 9 any attempt to acquire ! ,,knack ,,( ,,h&l+ ,,! ,,help4 99 99 99 99 99 ,= !re is a ,,knack ( h&l+ ! help4 ,x c be acquir$4 ,?is we say despite ! difficulty ( analyz+ ! relations ( "o p]son to ano!r1 despite ! seem+ impossibility ( sett+ d[n a rule :i* w "w univ]sally4 ,take a man runn+ a peanut /&1 a hosi]y mill1 or a /eel plant4 ,!re are ?ree ?+s he wants = himself3 7#a7 to build up & hold a good trade2 7#b7 to please 8 cu/om]s2 7#c7 to get a fair pr(it4 ,rememb] ^! ?ree wants :5 y're deal+ ) y\r help4 ,get y\r help--x may be ! swit*bo>d op]ator or x may be a ?\s& automobile workm5--9 ! position ( want+ ^? same ?ree ?+s4 ,! help's job is 8 trade1 y are 8 cu/om]2 & 8 comp5sation is 8 pr(it4 ,:5 y d t1 y h an employee or help] :o is go+ to give y ! he>ty coop]ation y're look+ =--j s long z y are a good cu/om]1 & 8 comp5sation = help+ y is a fair pr(it4 ,next "t y g into a /ore1 try to keep t ?\ght fix$ 9 y\r m9d4 ,ev]yone work+ 9 a bus9ess1 y see1 is sell+ 8 s]vices--& :5 y use ^? s]vices y are ! buy]4 ,p]haps y pay 9 money = ! s]vices r5d]$--p]haps y simply repay him by mak+ 8 day's "w easi]4 ,9 ei!r ev5t1 treat y\r reque/s = s]vice z ?\gh y & he 7 transact+ a bus9ess t is mutually1 b individually1 pr(itable1 & ! coop]ation :i* is o!rwise usually begrudg$ w be automatically =?com+4 ,b t1 y say1 is ,,p]sonality4 ,!n h[ d y acc\nt = ?is8 ,a4 is a big1 breezy salesman4 ,he bu/s into a hotel1 calls ! greet] beh9d ! desk by "n1 asks = #abji same z la/ "t--& gets all k9ds ( real s]vice f port]s1 bell-hops & wait]s4 ,x looks z ?\gh x might be p]sonality4 ,yet "r beh9d him walks ,b4 ,he's a horse-fac$ bird :o nev] smiles--wiry1 monosyllabic--asks brusquely = a #d room--gets x4 ,& gets ev]y?+ else he asks =--j z promptly z ,a4 does4 ,no1 x c't be p]sonality4 ,= !re's ,c4 & !re's ,d4 ,c4 is ,a's tw9--& ,b4 & ,d4 7 ca/ 9 ! same mold4 ,_! tips are no small]2 _! dem&s no m unreasonable4 ,yet ,c4 gets ! poore/ sample room 9 ! h\se4 ,& ,d's trunk is always ! la/ "o ! port] br+s up4 ,^! ar5't exagg]at$ cases4 ,hotel m5 w tell y !y happ5 e day4 ,:y1 !n1 did ,a4 & ,b4 rate su* good s]vice :ile _! fell[ knights ( ! road got none8 ,because :5 ,a4 & ,b4 ask$ = some?+1 !re 0 ab\t ! transaction a well-def9$ air ( y've some?+ y c d = me--,i've some?+ ,i want done--:at say we trade8 ,:]eas1 :5 ,c4 & ,d4 came along1 reg>dless ( ! p]sonal mann]s involv$1 !re 0 creat$ ! atmosph]e ( a "o-sid$ bus9ess deal4 ,c's breez9ess _h 9 x a t\* ( condesc5sion1 or ,d's brusqu5ess 0 ! brusqu5ess ( assum$ sup]iority4 ,?us is x se51 :5 we =get all ab\t p]sonality & /udy effects1 t coop]ation is ga9$ by trad+ ) ! help accord+ to ! help's bus9ess4 ,trade ) an elevator man z ?\gh runn+ an elevator 7 8 own bus9ess--trade ) ! *ief *emi/ z ?\gh ! laboratory 7 8 /ore--& !y'll trade ) y & be eag] to make a satisfactory deal ( x4 ,"u ?is fix$ policy--or rule--! prop] attitude to take t[>ds ?is or t class ( help becomes a matt] ( automatic selection4 ,& t is h[ we beg9 to acquire ! ,,knack ,,( ,,h&l+ ,,! ,,help4 ,?us d we /ep high1 wide & h&some on our road to ! ,,knack ,,( ,,manag+4 99 99 99 99 99 ,n[ ent]s ! bus9ess ( ,,comp5sation4 ,!re mu/ be comp5sation 9 a trade if all h&s are to be satisfi$4 ,ev]yone is 9 bus9ess because he wants some?+4 ,ev]y?+ t w help him to get :at he wants1 he w l to d2 ev]y?+ t h9d]s him1 he w dislike to d4 ,:5 y get ready to trade ) someone1 !re=e1 consid] :at ! o!r man wants--t is1 if y want to get ! mo/ help or coop]ation out ( ! transaction4 ,!n consid] :at y c give 9 return--balanc+ 8 wants4 ---------------------------------------- ------------------ ------------- -------------- ,:at ,,y ,want ,:at ,,y\r ------------- ,,help ,wants _/-------------- --------------------- ,:at ,y ,c ,give & ,he ,c ,take ,t ,w ,leave ,bo? ,p>ties ,satisfi$ --------------------- ---------------------------------------- ------------------ ,!re mu/ be t balance 9 e satisfactory deal4 ,exam9e ! *>t on ?is page4 ,x w save a lot ( pap] & ink because x %[s diagrammatically :at mu/ happ5 if !re are to be satisfactory arrangem5ts betwe5 y & y\r help4 ,a ^w or two by way ( int]pretation may s]ve to %[ h[ x works out4 ,:5 ! help is 9 y\r employ1 ! comp5sation--:at y c give & he c take1 leav+ bo? p>ties satisfi$--is 8 mon?ly pay *eck or 8 weekly envelope4 ,or x is ! rate ( commission4 ,& be>+ ^u x are su* ?+s z local liv+ conditions1 & s on4 ,:5 ! help is someone n 9 y\r direct employ1 !n ! comp5sation is regulat$ by ! effect :i* p]=m+ ! s]vice y require1 has on ! success ( ! help's regul> day's "w4 ,= ! mom5t1 let's u return to ! mess5g] boy :om we left 9 ,*apt] ,,iii j z he 0 ab\t to deliv] a message4 ,or1 at lea/1 let's talk ab\t ano!r mess5g] boy ^: task ( manag+ 8 job diff]s 9 no wise f ! fir/'s--or1 = t matt]1 f any o!r job ( managem5t4 ,?is boy work$ 9 a l>ge ,*icago build+ & 8 job 0 c>t+ light b bulky packages back & =? betwe5 8 company's qu>t]s & its cu/om]s'4 ,!re 7 a doz5 o!r boys1 & mo/ ( !m compla9$ ( hav+ tr\ble gett+ up & d[n 9 ! elevators4 ,x seem$ t ! />t] took delight 9 mak+ ! boys wait = ! freight elevator--ev5 :5 !re 0 pl5ty ( room 9 ! o!rs4 ,b ?is p>ticul> boy--an impud5t y\ng/] ) a fre% way ab\t him--_h no tr\ble at all4 ,s ! (fice manag] 0 anxi\s to "k h[ come4 ,he po/$ himself :]e he c\ld obs]ve )\t be+ se54 ,& sure en\gh1 9 came ! fre% mess5g] boy ) a bundle almo/ z big z himself4 ,d[n he set x1 favor$ ! />t] ) an impud5t milit>y salute & lean$ non*alantly up aga9/ ! wall--well out ( ! way4 ,hello1 fell]1 said he breezily2 lemme "k :5 !re's room4 ,& don't keep me wait+ too long1 or ,i'll be out on my e>4 ,picture ! manag]'s a/oni%m5t :5 ! />t] repli$3 ,git 9 "h1 !n1 & git 9 quick1 & let him 9 ! fir/ c> go+ up4 ,some:]e1 someh[1 t impud5t y\ng/] _h /ruck a responsive *ord4 ,in/9ctively--or else because ( pa/ exp]i5ce ) elevator />t]s--he _h put ! problem ( t p>ticul> />t]'s s]vice on a bus9ess basis4 ,he _h put x 9 ! />t]'s p[] to p]=m 8 own "w )\t tr\ble1 & to feel at ! same "t t he 0 a man ( affairs4 ,he 0 able to %[ 8 au?ority )\t tak+ x out on ! boy4 ,analyze ?is trade ) ! comp5sation *>t 9 m9d4 ,d y n see ! balance ( int]e/s8 ,d y n see ! />t]'s feel+ t ! s]vice he r5d]$ 0 8 own bus9ess1 t ! boy 0 "o ( 8 cu/om]s1 t ! avoidance ( tr\ble 0 8 comp5sation or pr(it8 ,is !re n 9 ?is v unimportant transaction ! ,,balance ,,( ,,int]e/s sugge/$ by our little *>t8 ,at ?is /age ( our approa* to ! ,,knack ,,( ,,managem5t1 a ready objection comes to m9d4 ,we are n[ deal+ 9 human values & relation%ips--& y c't *>t !m4 ,analysis1 plann+1 organization--c]ta9 rules may be set d[n :i* w enable "o to atta9 "s degree ( effectiv5ess 9 c>ry+ !m out4 ,b human nature8 ,y c't deal ) x by rule4 ,! objection is well f\nd$4 ,y c't *>t human nature--b y c /udy ! approa*es to x & *>t ! laws t appeal to x4 ,our *>t on page #adf is bas$ ^u :at successful manag]s h le>n$ ab\t f9d+ ! wants ( ! human elem5t :5 x works1 & is con/ruct$ to supply a me?od ( supply+ ^? wants ) z mu* productiv5ess & z little friction z possible4 ,:5 y buy a new c> & put x to "w1 y\r fir/ c>e is to f9d out its wants--h[ mu* y mu/ give to get :at x has to sell--:at p>ts ne$ oil & grease & s on4 ,s1 ,,if ,,y ,,want ,,to ,,get ,,"w ,,out ,,( ,a ,,human ,,be+1 y\r be/ bet is to f9d out :at t human be+ ne$s & mu/ get 9 return = ! "w he p]=ms or ! s]vice he gives4 ,"s m5 seem to be born ) an in/9ct = f9d+ ?is out4 ,b if y ar5't built t way1 !re is no reason :y y c't drill y\rself to ! same end by delib]ately /udy+ ea* case4 99 99 99 99 99 ,see1 = example1 h[ a /udy ( ?is sort gets ! mo/ out ( m5 9 a l>ge ,new ,engl& plant :]e mod]n managem5t me?ods are mak+ s]i\s inroads into ! old rule-(-?umb ways ( do+ ?+s4 ,?is conc]n 0 confront$ ) ! v s]i\s problem ( ma9ta9+ a /eady fl[ ( product f "o manufactur+ dep>tm5t to ano!r4 ,because ( ! nature ( ! product1 skids & p[] trucks _h be5 *os5 z ! equipm5t be/ suit$ = ! job4 ,skids & lift trucks are effective h&l+ units4 ,no argum5t ab\t t4 ,_! introduction into any factory :i* has be5 us+ m primitive h&l+ me?ods %\ld automatically cut co/s4 ,b !y save preci\s little "t & money :5 !y ar5't work+1 or :5 !y are be+ work$ uneconomically4 ,! problem1 !n1 z ?is conc]n saw x1 0 h[ to be sure t ,big ,ed hadn't %ipp$ (f = a quiet smoke f> f ! madd5+ cr[d--or t ,little ,joe wasn't arrang+ 8 "w s t !re'd be a h&ful ( skids left ov] at clos+ "t--moves t call$ = ov]time pay4 ,9 o!r words1 to get #ajj p] c5t effici5cy out ( v effici5t h&l+ equipm5t1 ! managem5t realiz$ t x mu/ take out "s sort ( insurance :i* w\ld gu>antee ,little ,joe's & ,big ,ed's & all ! o!r truck]s' be+ engag$ 9 ga9ful occupation eight h\rs--c\nt 'em--ea* & e day4 ,! be/ insurance seem$ to be a c5tral dispat*+ sy/em4 ,no ne$ to g into ! details ( its op]ation4 ,suffice x to say t x w5t a long way t[>d direct+ ! ef=ts ( ! truck]s along ga9ful l9es4 ,!re came to be an ord]l9ess :i* _h nev] exi/$ be=e4 ,:5 a =eman put 9 a call = a truck]1 he knew t ! move w\ld be made )\t unnecess>y delay4 ,9 fact1 ord]s 7 plac$ into ! truck]s' h&s )9 ?ree m9utes ( ! "t ! =eman pick$ up 8 telephone to call ! c5tral dispat*+ dep>tm5t4 ,,b--no attempt _h be5 made to sell ?is sy/em to ! truck]s4 ,x met ) "s little resi/ance1 j z any?+ new does4 ,& !re are ways1 z :o does n "k1 ( beat+ any game design$ to get m "w out ( human be+s4 ,s ! managem5t--aft] _m a huddle ov] ?is p>ticul> situation--decid$ ^u a bonus plan4 ,& !y set ab\t sell+ x to ! truck]s--some:at 9 ! fa%ion ab\t to be n>rat$4 ,see "h1 m51 said ! manag] 9 effect1 ,i'm go+ to put ?is plan "r up to y & let y decide = y\rselves4 ,we've look$ into x c>efully4 ,y m5 av]age #cj moves a day4 ,s we've *os5 #dj moves z ! />t+ po9t4 ,we're sure y c make #dj moves a day )\t te>+ y\r %irts--& f !re on1 y beg9 to collect4 ,= ! next five trips y get a bonus ( a nickel ov] & above y\r day rate2 = ! next five trips y\r bonus is #f c5ts2 & s on4 ,s1 if a man makes #ej trips1 8 day's pay is n #d4ej1 b #e4je because he has e>n$ #ee c5ts 9 bonus4 ,d y get x8 ,yeah1 we get x all "r1 all "r4 ,we d twice z mu* "w = #ej or #fj c5ts m a day4 ,h[ come8 ,:y don't we get paid extra = all ! moves we make ov] #cj8 ,because we're j l y4 ,! company wants to make m money4 ,we've %[n y h[ x c be done & we'll split pretty mu* #ej-ej4 ,b we won't give y all ! extra pr(it any m ?an we'd ?9k ( keep+ x ourselves4 ,n[ ?9k x ov] tonight & if y want to make #e or #e4ej a day in/ead ( #d4ej1 come 'r\nd 9 ! morn+ & we'll talk "s m ab\t x4 ,came only ! dawn4 ,! truck]s 7 pretty sure t !y 7 be+ _h1 al?\gh !y c\ldn't figure out j h[4 ',tis ev] ?us :5 ! old ord] yields place to new4 ,!re 0 no?+ left to d b try a new tack4 ,s ! manag] talk$ to 8 fifte5 or eighte5 truck]s aga94 ,& ?is "t he propos$ tak+ two ( !m & putt+ !m on ! new plan4 ,aft] a little conv]sation to assure !mselves t !re 0 no skulldugg]y afoot1 ! truck]s cons5t$4 ,& ,little ,ed & ,big ,joe 7sic67 7 nom9at$4 ,little ,ed made #fb moves ! v fir/ day & 0 z fre% z a daisy :5 ! #e o'clock :i/le blew4 ,big ,joe made #ef trips & look$ none ! worse = x4 ,ed's bonus 0 #a4ih2 ,joe's 0 #a4bh4 ,if y *eck up1 we're sure y'll f9d ^? figures are wrong4 ,b *e] up1 we ar5't ne>ly s mu* int]e/$ 9 ! exact am\nts ( ,ed's & ,joe's e>n+ z we are 9 ! ultimate results & 9 ! pr9ciples involv$4 ,we may pass quickly ov] ! =m]4 ,( c\rse ! m5 7 conv9c$4 ,& ,big ,ed w\ld h beat5 any truck] to a g5tle pulp :o w\ldn't h be5 conv9c$4 ,9 a week's "t1 ^? truck]s 7 mak+ ne>ly twice z _m trips a day--& _! e>n+s _h increas$ by some?+ l #ce p] c5t4 ,if y don't believe x1 look at ! figure on page #aeh4 ,see :at happ5$ to production8 ,yes1 t pretty dott$ l9e--! "o ) ! big dip 9 x--m>ks labor co/s p] trip4 ,! manag]1 y see--& n[ we come to ! pr9ciple involv$--_h ,,made ,,8 ,,help ,,see ,,t ,,! ,,bonus ,,plan ,,am\nt$ ,,to ,,giv+ ,,!m ,,:at ,,!y ,,want$4 ,& ( c\rse1 t 0 m pay4 ,at ! same "t x got ! company :at x want$--m production4 ,illu/ration3 ,,*>t ,,( ,,records ,,( ,,dispat*+ ,,electric ,,trucks #aibb-aibi ,fundam5tally1 ! manag]'s sy/em 0 precisely l ! mess5g] boy's4 ,& y c prove t 9 a trice by *>t+ x on ! same old basis4 ,try x4 ,x won't take y m ?an a c\ple ( m9utes4 99 99 99 99 99 ,?is might g on = a long1 long "t4 ,innum]able examples might be introduc$ into ?is text to illu/rate ?is balanc+ ( wants & its importance to ! successful conduct ( ?is bus9ess ( ,,manag+--to illu/rate t y\r own p]sonal me?od ( seek+ coop]ation or s]vice is m a matt] ( reason ?an innate ability to size up ! o!r fell[4 ,!re is1 9 a ^w1 me?od back ( ?is ,,knack ,,( ,,h&l+ ,,! ,,help4 ,! me?od is ?is4 ,ask y\rself ea* "t ?is simple "q3 ,:at does y\r help] want8 ,does y\r /5ograph] want to leave promptly at five s %e c get ready = an ev5+ ( :oopee8 ,or does %e h to cat* a p>ticul> tra9 9 ord] n to f9d a cold supp] wait+ = h] at home8 ,!n :y n fix ?+s s %e c "w dur+ ! h\rs %e is paid to "w--& s %e c leave at ! h\r :5 pay /ops8 ,c y\r truck]s live 9 ! /yle to :i* !y are accu/om$ on #d4ej a day8 ,or w #e4ej enable !m to put away a bit = a ra9y season8 ,!n :y n arrange a wage paym5t me?od :i* w help !m to d x8 ,& above all1 tell !m ,,:y4 ,to d su* ?+s is n philan?ropy4 ,successful manag]s w tell y ,,x ,,is ,,no?+ ,,m ,,nor ,,less ,,?an ,,good ,,bus9ess4 ,/rip f _! me?ods ! individual *>act]i/ics requir$ by ! individual conditions involv$4 ,:at d y f9d8 ,,e ,,la/ ,,"o ,,( ,,!m ,,is ,,bas$ ,,on ,,our ,,prim>y ,,rule4 ,t1 y rememb]1 is to f9d out :at y want f y\r help & :at y\r help wants f y2 !n a way to make ! two meet on a gr\nd ( mutual satisfaction--! comp5sation y c give & ! comp5sation !y c take--& ,,bo? ,,( ,,y ,,get ,,:at ,,y ,,want4 ,don't y see1 to grasp ! real ,,knack ,,( ,,h&l+ ,,help1 ! necessity = mak+ :at y want f !m balance ) :at !y want f y8 ,if !re isn't t balance1 !re won't be :ole-s\l$ ,,coop]ation4 ,to p>aphrase :at ,h5ry ,=d once said--or :at "o ( 8 collaborators made him say3 ,see t ea* man 9 do+ ! be/ he c = y is also do+ ! be/ he c = himself4 ,?us1 by digg+ 9 & f9d+ out :at ev]ybody involv$ 9 ! situation wants1 x is possible to get ! utmo/ 9 coop]ation & loyalty4 ,:]e "o man does s in/9ctively1 ano!r gets equally good results by mak+ a delib]ate /udy along ! l9es we h po9t$ out4 ,hundr$s ( jobs don't get done promptly & en?usia/ically = no o!r reason ?an t !y ar5't int]e/+4 ,!y c be made int]e/+ if y get ! "r l9e on :at y\r "w requires1 :at y\r help wants1 & !n make a common meet+ gr\nd4 ,m>k ,twa9 knew all ab\t ! ,,knack ,,( ,,mak+ ,,"w ,,int]e/+ ,,& ,,attractive4 ,rememb] 8 description ( ,tom ,sawy]'s :itewa%+ ! f5ce8 ,ev5 if y d1 x won't hurt to read x aga94 ,poor ,tom4 ,x 0 on a summ]'s morn j made = swimm+ or fi%+--& he _h to "w4 ,along comes ,b51 "o ( 8 cronies4 ,tom beg9s to d "s tall ?9k+4 ,b let's n try to improve ! orig9al3 ,he took up 8 bru% & w5t tranquilly to "w4444 ,b5 said3 ',hello1 old *ap1 y got to "w1 hey8' ,tom :eel$ sudd5ly & said3 ',:y1 x's y1 ,b56 ,i w>n't notic+4' ',say--,i'm go+ 9 a-swimm+1 ,i am4 ,don't y wi% y c\ld8 ,b ( c\rse y'd ru!r "w--w\ldn't y8 ,c\rse y w\ld6' ,tom contemplat$ ! boy a bit1 & said3 ',:at d y call "w8' ',:y1 a9't t "w8' ,tom resum$ 8 :itewa%+1 & answ]$ c>elessly3 ',well1 maybe x is1 & maybe x a9't4 ,all ,i "k is1 x suits ,tom ,sawy]4' ',oh come1 n[1 y don't mean to let on y l x8' ,! bru% cont9u$ to move4 ',l x8 ,well1 ,i don't see :y ,i oughtn't to l x4 ,does a boy get a *ance to :itewa% a f5ce e day8' ,t put ! ?+ 9 a new light4 ,b5 /opp$ nibbl+ 8 apple4 ,tom swept 8 bru% da9tily back & =?--/epp$ back to note ! effect--add$ a t\* "h & !re--criticiz$ ! effect aga9--,b5 wat*+ e move & gett+ m & m int]e/$1 m & m absorb$4 ,pres5tly he said3 ',say1 ,tom1 let me :itewa% a little4' ,tom consid]$1 0 ab\t to cons5t2 b he alt]$ 8 m9d4 ',no1 no--,i reckon x w\ldn't h>dly d1 ,b54 ,y see1 ,aunt ,polly's awful p>ticul> ab\t ?is f5ce--"r "h on ! /reet--y "k--b if x 0 ! back f5ce ,i w\ldn't m9d & %e w\ldn't4 ,yes1 %e's awful p>ticul> ab\t ?is f5ce2 x's got to be done v c>eful2 ,i reckon !re a9't "o boy 9 a ?\s&1 mebbe two ?\s&1 t c d x ! way x's got to be done4' ',no--is t s8 ,oh1 come n[--lemme j try4 ,only j a little--,i'd let y1 if y 0 me1 ,tom4' ',b51 ,i'd l to1 hone/ ,injun2 b ,aunt ,polly--well1 ,jim want$ to d x1 b %e w\ldn't let him2 ,sid want$ to d x1 & %e w\ldn't let ,sid4 ,n[ don't y see h[ ,i'm fix$8 ,if y 0 to tackle ?is f5ce & any?+ 0 to happ5 to x----' ',oh1 %ucks1 ,i'll be j z c>eful4 ,n[ lemme try4 ,say--,i'll give y ! core ( my apple4' ',well1 "h--no1 ,b51 n[ don't4 ,i'm afe>d----' ',i'll give y all ( x6' ,tom gave up ! bru% ) reluctance 9 8 face1 b alacrity 9 8 he>t4 ,& :ile ! late ,/eam] ,big ,miss\ri work$ & sweat$ 9 ! sun1 ! retir$ arti/ sat on a b>rel 9 ! %ade close by1 dangl$ 8 legs1 mun*$ 8 apple1 & plann$ ! slaught] ( m innoc5ts4 ,!re 0 no lack ( mat]ial2 boys happ5$ along e little :ile2 !y came to je]1 b rema9$ to :itewa%4 ,by ! "t ,b5 0 fagg$ out1 ,tom _h trad$ ! next *ance to ,billy ,fi%] = a kite1 9 good repair2 & :5 he play$ out1 ,johnny ,mill] b\ght 9 = a dead rat & a /r+ to sw+ x )--& s on1 & s on1 h\r aft] h\r4 ,& :5 ! middle ( ! aft]noon came1 f be+ a poor pov]ty-/rick5 boy 9 ! morn+1 ,tom 0 lit]ally roll+ 9 weal?4 ,he _h1 besides ! ?+s be=e m5tion$1 twelve m>bles1 "p ( a jew's-h>p1 a piece ( blue bottle glass to look ?r\gh1 a spool cannon1 a key t w\ldn't unlock any?+1 a fragm5t ( *alk1 a glass /opp] ( a decant]1 a t9 soldi]1 a c\ple ( tadpoles1 six firecrack]s1 a kitt5 ) only "o eye1 a brass doorknob1 a dog coll>--b no dog--! h&le ( a knife1 f\r pieces ( orange peel & a dilapidat$ old w9d[ sa%4 ,he _h a nice1 good1 idle "t all ! :ile--pl5ty ( company--& ! f5ce _h ?ree coats ( :itewa% on x6 ,if he hadn't run out ( :itewa%1 he w\ld h bankrupt$ e boy 9 ! village4 ,m>k ,twa9 didn't h ! work] on ! mod]n assembly l9e 9 m9d--nor ! /5ograph] tapp+ h] typewrit]--b he did see t ,,! ,,"w ,,m5 ,,c ,,d ,,be/ ,,is ,,! ,,"w ,,t ,,is ,,made ,,attractive ,,to ,,!m--ei!r ?r\gh ! money 9 x or ! %e] success 9 do+ x4 ,f9d out :at's want$ to make y\r "w attractive1 !n f9d out :at y c give t w meet ^? wants4 ,!n y get n only good "w1 b loyalty 9 x & en?usiasm = x4 ,b y c't fool y\r help--at lea/ n = long4 ,if y play ^u ! desire = responsibility1 y mu/ give x up to capacity4 ,if x is promotion y hold out z a rew>d1 y mu/ give x :5 x is des]v$4 ,if y play ^u ! desire = good pay1 y mu/ give x z f> z ! job w all[4 ,& ! ne>] y come to giv+ all y c af=d = ! s]vice receiv$1 9 z ne>ly z possible ! =m t is want$1 :e!r 9 c\rtesy or 9 co91 9 reasonable h\rs or 9 rapid advancem5t1 9 self-respect or 9 reciprocal s]vice1 ,,! ,,m ,,coop]ation ,,y ,,may ,,expect4 ,v ,safegu>d+ ! ,bus9ess ,n[ = ! la/ lap4 ,our j\rney has run f\r-fif?s ( its c\rse4 ,we h pass$ ?r\gh ! successive /ages ( analysis1 plann+1 organization & h&l+ ! help4 ,!y h all be5 *ild's play comp>$ ) ! mo/ important "p ( ! manag]'s "w--! task ( ,,gu>d+ ,,! ,,welf>e ,,( ,a ,,bus9ess ,,or ,a ,,job4 ,all o!r manag]ial c>es fade into insignificance be=e ! necessity ( cons]v+ ! g5]al good ( ! bus9ess4 ,a bus9ess rises4 ,a bus9ess falls4 ,its life mu/ be protect$4 ,&1 z has be5 said s (t51 ! bigg] !y are1 ! h>d] !y fall4 ,a c]ta9 conc]n 9 ,new ,york ,/ate _h be5 enjoy+ prosp]ity = lo6 ^! _m ye>s4 ,e/abli%$ 'way back 9 ! ,ro>+ ,=ties1 x _h pass$ ?r\gh ?ree g5]ations ( ! same family4 ,ea* morn+ at n9e ! presid5t 0 at 8 desk op5+ ! mail into ?ree piles--tak+ great c>e t no *ecks fell into ! wa/e basket--z might easily h happ5$ _h ! task be5 delegat$ to ! (fice manag] or to 8 assi/ant4 ,x 0 un=tunate1 ( c\rse1 t no ord]s rea*$ ! /ockroom until t5 o'clock4 ,b a presid5t mu/ e>n 8 salt4 ,besides1 is !re a bett] way to keep "o's f+] on ! pulse ( ! bus9ess ?an to "k :at's 9 ! mail8 ,let's take a look at ^? ?ree piles1 ?\gh4 ,"h is ! daily take--a fat pile ( *ecks--) ! big "o f ,san ,francisco laid c>efully aside s t x c be admir$ a c\ple ( extra times be=e be+ plac$ on ! top ( ! heap4 ,rev]5tly ! presid5t c>ries ! receipts to 8 head bookkeep]4 ,) sl[ & maje/ic tread1 almo/4 ,& ov] "h are ! ord]s4 ,x's a fat pile1 too4 ,! presid5t ca/s "o la/ l+]+ glance at ! #a_/b doz4 ( some?+ or o!r ord]$ by a fam\s "n--&1 secure 9 ! k t ,fif? ,av5ue %opp]s are /ill clamor+ = 8 product1 h&s ! %eaf to 8 (fice manag] :o has be5 pretty fidgety = ! pa/ h\r & a half because he kn[s ! /ock dep>tm5t is go+ to h a heck ( a "t mak+ ! aft]noon express4 ,ho1 hum6 ,x's a busy life1 ?is be+ ! presid5t ( a successful conc]n do+ ov] a million a ye>4 ,:y1 :5 gr&fa!r />t$ 91 he didn't h a---- ,b t's ano!r /ory1 & !re's t ?ird pile4 ,a slim little pile sc>cely dem&+ a presid5t's att5tion--or a sales manag]'s4 ,a few compla9ts4 ,a retail] out 9 ,butte4 ,t ,san ,antonio jobb] ,w9*e/] _h su* a h>d "t l&+4 ,:at's ?is8 ,didn't get ! buttons he ord]$8 ,/uff & nons5se--well1 ,h5ry w write nice1 consol+ lett]s & ^? w be ^?4 ,n[ ,h5ry is a good kid4 ,j out ( s*ool4 ,le>n+ ! bus9ess4 ,writes a bang-up lett]4 ,b ! ,san ,antonio jobb] doesn't want nice1 consol+ lett]s4 ,he wants to "k h[ come 8 pants came )\t ! special buttons he ord]$4 ,& ^? special buttons are s important 9 8 life t he has writt5 to ! head ( ! firm--:om he'd met at ! ,atlantic ,city conv5tion--& he expects ! head ( ! firm to tell him :at he wants to "k4 ,come1 come1 ! presid5t w\ld h said to him1 _h he walk$ into ! inn] sanctum1 y "k ,i c't give my "t to su* petty details--,i've got dep>tm5t heads :o att5d to su* matt]s4 ,:5 y want an extra ?irty days--or want to talk ov] h&l+ our goods exclusively 9 ! ,s\?we/--:y1 ^? are ! ?+s = y & me to sp5d our "t on4 ,b ! ,san ,antonio jobb]1 _h he be5 !re1 & _h he be5 ask$1 w\ld h rejo9$3 ,i1 too1 h my dep>tm5t heads4 ,i1 too1 leave _m ( ! trivial details to !m4 ,b if a cu/om] came to me ) a compla9t1 ,i w\ldn't c>e a rap :at x 0 ab\t4 ,x w\ldn't be t p>ticul> compla9t :i* w\ld int]e/ me4 ,x w\ld be ! m]e fact t he _h a compla9t at all4 ,a dissatisfi$ cu/om] is a dissatisfi$ cu/om]1 & !re isn't any?+ 9 my bus9ess t w\ld get quick] & m p]sonal att5tion f me4 ,well1 well1 bus9esses come & bus9esses g4 ,our imag9>y conv]sation w nev] take place betwe5 ! presid5t & ! ,san ,antonio jobb]4 ,! ,san ,antonio jobb] took 8 bus9ess else:]e "s five ye>s ago4 ,! presid5t /ill comes 9 at n9e & op5s ! mail4 ,he nev] drops a *eck 9 ! wa/ebasket4 ,!re are /ill ?ree piles 9 front ( him4 ,?ree slim piles4 ,ev5 ! pile ( compla9ts is slim4 ,!re isn't en\gh bus9ess left to produce _m compla9ts4 ,h5ry8 ,oh1 he got to writ+ lett]s to an heiress :o 0 w9t]+ on ! ,rivi]a4 ,& :5 h] daddy di$1 he wrote su* a nice1 consol+ lett]---- ,b we w&] f> afield4 ,we're out 9 ! r\gh some:]e1 & x's go+ to take a real recov]y to get u back on ! fairway if we don't wat* out4 ,= "o ?+ & = in/ance3 ,is ! cu/om] always "r8 ,a "o-"t %oe salesman reports ! foll[+ incid5t 9 a ,*icago dep>tm5t /ore4 ,he 0 talk+ ) ! head buy] 9 ! middle ( ! sales floor :5 up m>*$ a ?or\ghly angry woman ) ! %oe adju/] tagg+ on beh9d4 ,^! %oes1 %e po9t$ to a pair ( sat9 pumps 9 ! adju/]'s h&s1 are too small4 ,& %e wants a new pair aft] hav+ worn !m half a doz5 times1 add$ ! adju/]4 ,:o sold !m8 ask$ ! buy]4 ,jones4 ,g get him4 ,came ,jones4 ,b1 madam1 he prote/$1 don't y rememb] ,i w>n$ y t y ne$$ a #e-a_/b8 ,& don't y rememb] t ,i also sugge/$ an ,a in/ead ( a d\ble ,a8 ,& :5 y felt c]ta9 y want$ ! #e;,,aa1 didn't ,i sugge/ t y try !m aga9 at home be=e hav+ ! cut-/eel buckles sewn on8 ,well1 yes1 t 0 all q true4 ,b x didn't (fset ! fact t ! %oes 7 too small & %e c\ldn't we> !m4 ,two guesses z to :at %e got4 ,& if ea* guess is a sat9 pump y may /ep quickly & quietly to ! head ( ! class4 ,%e got a new pair ( %oes4 ,well1 sigh$ ! buy]1 :5 peace & quiet _h be5 once m re/or$1 !y tell me up/airs ! cu/om] is always "r4 ,c]ta9ly x's true t "o dissatisfi$ woman has m effect on our bus9ess ?an f\r or five satisfi$ cu/om]s4 ,oh1 no1 %e won't g & tell h] fri5ds ab\t ! fair treatm5t %e got "h1 b oh1 man1 if we'd let h] get away6 ,:at a /ory t w\ld h be5--9 spite ( admitt+ %e 0 wrong6 ,innum]able examples ( t sort ( ?+ might be introduc$4 ,!re is ! /ory ( ! ,nor? ,%ore matron :o _h an exp5sive rug s5t out1 kept x ?ree mon?s & !n decid$ %e didn't l ! color4 ,9 its place %e want$ a c]ta9 ori5tal1 b oh1 de>1 x 0 j a bit too big = h] purpose4 ,( c\rse ! rug 0 cut to fit4 ,& :5 %e decid$ a week lat] t x1 too1 w\ldn't d & w5t & b\ght ano!r rug some:]e else1 ! managem5t ?ank$ h] k9dly & cr$it$ h] acc\nt ) ! full am\nt4 ,x knew t ! life ( ! bus9ess _h to be protect$1 & e n[ & !n f\nd x di/9ctly wor? :ile to take "t out to ,,look ,,aft] ,,! ,,welf>e ,,( ,,! ,,ent]prise4 ,& "h we face ano!r "q3 ,mu/ ! manag] occupy 8 "t ) e m9or compla9t1 j because x happ5s to be "o :i* comes f a good cu/om]8 ,to answ] x1 we mu/ g back to our ,new ,york ,/ate manufactur] & /rip ! sc5]y f 8 p>ticul> ent]prise4 ,8 is a bus9ess ( few cu/om]s4 ,except = a half-doz5 fam\s retail]s ^: acc\nts co/ m ?an !y e>n1 b to ^: /ores he may po9t ! f+] ( ge/iculat+ pride z be+ among 8 outlets 7x w\ld be bett] = him if !y 7 among 8 s\v5irs71 8 bus9ess is h&l$ ?r\gh ?irty or =ty jobb]s4 ,naturally ea* ( 8 cu/om]s is a v important unit 9 ! bus9ess4 ,! loss ( "o acc\nt is s]i\s4 ,s a cu/om] to him is an outlet = bus9ess great] ?an ! trade a big dep>tm5t /ore gets f a hundr$ good cu/om]s4 ,"o cu/om] to him is z a score ( cu/om]s to ! manufactur] :o sells to ! retail trade4 ,to him1 !n1 a compla9t f a ,san ,antonio jobb] t ! buttons on 8 pants ar5't "r has all ! importance t ! same compla9t1 e*o$ by a hundr$ diff]5t cu/om]s1 w\ld h to ! retail m]*ant4 ,look$ at 9 ?is light1 is x n logical t any compla9t--no matt] h[ trifl+ its nature--%\ld h 8 prompt1 p]sonal att5tion8 ,_h he b kn[n x1 ! lett]s he turn$ ov] to ,h5ry 7 dang] signals4 ,!y w>n$ ( ! ne$ = ,,gu>d+ ,,! ,,welf>e ,,( ,,! ,,bus9ess--,,look+ ,,aft] ,,its ,,g5]al ,,good ,,heal?4 ,& t task1 z we h said1 ov]%ad[s 9 importance e o!r task :i* ! successful manag]1 9 8 daily bus9ess ( manag+1 may h to p]=m4 ,! ma9t5ance =eman 9 a ,new ,engl& mill walk$ into ! ag5t's (fice "o day--:y ! manag] ( a mill is call$ an ag5t is j "o ( ^? ?+s--& said3 ,some?+'s got to be done ab\t t freight elevator ov] 9 ,build+ ,c1 ,mr4 ,de>le4 ,i've monkey$ ) x & monkey$ ) x4 ,x's j worn out1 & "o ( ^! f9e days1 x's go+ to drop a c\ple ( floors & pile up 9 ! basem5t4 ,& "o f9e day x did4 ,y see1 ! manag] 0 all ti$ up 9 a labor controv]sy4 ,labor squabbles ar5't any fun4 ,& presumably _! spe$y settlem5t is f> m important to ! bus9ess ?an ! matt] ( :at to d ab\t a tir$ freight elevator :i* has se5 f> bett] days4 ,s ,frank ! ma9t5ance man _h to run along & sell 8 pap]s4 ,& ! elevator kept on work+4 ,! day x quit1 ,h5ry ,fitts 0 abo>d4 ,& :5 ! elevator man pick$ himself up (f ! cell> floor1 ,h5ry c\ldn't4 ,b :y g into t8 ,h5ry's brok5 leg & ,h5ry's lo/ "t co/ ! company m ?an a new elevator4 ,& ,h5ry 0 "o ( ! company's be/ te*nical m54 ,lots ( bum %eets & pill[ cases got made & %ipp$ & return$ :ile ,h5ry 0 laid up4 ,! damage done by t fall+ elevator c\ld h>dly be measur$ 9 doll>s4 ,n[1 !n1 settl+ ! diff]5ces ( capital & labor 0 a big job to ! mill ag5t4 ,say+ ,no to ,frank 0 m]ely po/pon+ a trifl+ detail4 ,yet :at a heap ( diff]5ce a ,yes w\ld h made4 ,t defective elevator1 because x endang]$ lives1 ov]%ad[$ all else 9 importance1 _h ! ag5t view$ 8 job f ! /&po9t ( ,,c>+ ,,= ,,! ,,bus9ess4 ,,! ,,knack ,,( ,,safegu>d+ ,,its ,,welf>e lies n m]ely 9 do+ tasks t pres]ve ! safety ( ! bus9ess or job1 b also 9 ! ability to disc]n :5 su* tasks are really m]e trifles1 & :51 because ( _! pot5tial effect1 !y are details vital to ! life ( ! bus9ess4 ,h[ is a manag] to "k :5 he %all devote 8 entire att5tion to settl+ wage rates1 & :5 li/5 to ! ma9t5ance man's song8 ,h[ c ! presid5t ( a million-doll> conc]n tell :5 x is good bus9ess to drop a trem5d\sly important manag]ial task & li/5 to a cu/om]'s tale ( woe ab\t pants buttons--& p]sonally set ! compla9t "r8 ,h[1 on ! o!r h&1 are y to "k :5 to lay (f su* tasks8 ,"s few m5--sev5? sons ( sev5? sons--may be born ) t in/9ct or k4 ,! re/ ( u mu/ cultivate a true knack ( cons]v+ ! bus9ess--a knack :i* c>ries ) x ! f9e/ s5se ( discrim9ation & ! be/ ( bus9ess judgm5t4 ,& n until we h acquir$ ?is important knack & add$ to x all ! o!r knacks we've be5 talk+ ab\t1 c we consid] ourselves successful manag]s4 ,n until !n %all we h acquir$ ,,! ,,true ,,knack ,,( ,,manag+4 99 99 99 99 99 ,i've le>n$ h[ to pick out ! tasks t are vital to ! bus9ess & make !m my own special responsibilities1 a successful newspap] publi%] once said1 by sett+ up a sort ( y>d/ick to judge e job t comes along4 ,my pap] 0 9 ! 'r$' :5 ,i b\ght x4 ,x 0 a weak si/]4 ,x c>ri$ ! lea/ adv]tis+1 _h ! lea/ circulation & ex]cis$ ! lea/ influ5ce4 ,today its l9eage is ne>ly "o-?ird m ?an its ne>e/ competitor's--& circulation has m ?an d\bl$ 9 f\r ye>s1 s n[ x tops all ! re/4 ,i analyz$ my job some?+ l ?is3 ,i b\ght ! pap] because ,i ?\ght ,i c\ld make money ) x4 ,to make money1 ,i mu/ c>ry a l>ge volume ( adv]tis+4 ,to get adv]tis+1 ,i mu/ %[ results to adv]tis]s4 ,to %[ results1 ,i mu/ make my pap] a real home pap]--a pap] really read & appreciat$--n m]ely a pap] ) :i* p are only satisfi$4 ,to get t k9d ( circulation1 ,i mu/ put into ! pap] :at p :o read a pap] at home w\ldn't 'miss = any?+4' ,:at did ?is analysis %[ me8 ,simply ?is3 ,t :ile m adv]tis+ & m circulation meant m pr(its1 ! attitude ( my read]s t[>d _! pap] meant ev5 m--x meant bus9ess life or dea?4 ,s my y>d/ick is nev] to let any?+ get by me t might *ange our /&+ ) our read]s4 ,! t\ghe/ bus9ess problem is %ov$ aside :5 some?+ comes up t means loss ( respect among our public4 ,i made x my fir/ bus9ess to get to "k our type ( read]4 ,nev] 0 a good h& at guess+4 ,s _h to le>n ab\t human nature4 ,aft] a lot ( hir+ & fir+1 pick+ & sort+1 coa*+ & drill+1 ,i got me f\r wom5 :o c\ld g out & get exactly ! k9d ( in=mation ,i _h to h4 ,ea* ( ! f\r took a section ( ! city4 ,ea* section repres5t$ a di/9ct type ( home-dwell]--& x takes all k9ds ( p to run a _w1 y "k--or to buy a newspap]4 ,e week ^? f\r wom5 canvass$ close to a ?\s& homes betwe5 !m4 ,_! me?od 0 to tell ! h\sewife t we 7 go+ to deliv] our pap] free = a week--& hop$ !y'd take x 9 & read x4 ,a week lat] !y w5t back ov] ! same gr\nd1 solicit+ subscriptions1 ( c\rse1 b also ga!r+ in=mation = me4 ,m important ?an gett+ a subscription 0 f9d+ out :y a woman subscrib$--or :y %e w\ldn't subscribe4 ,!y ask$ :at ! wom5 ?\ght ab\t c]ta9 special features4 ,i got a lot ( good po9t]s4 ,= in/ance1 ,i'd be5 a bitt] oppon5t ( ! 'funnies4' ,b ,i put !m back :5 ,i le>n$ t p really want$ !m4 ,y see1 ,i 0 gett+ a good cross section ( ! likes & dislikes ( all my cu/om]s & my prospects4 ,aft] ! 'funnies' 7 9--& aft] v>i\s o!r *anges _h be5 made--,i s5t my f\r sc\ts back once m to tell ( ! improvem5ts4 ,!n we *eck$ ! new reports ) ! old ones4 ,!re 0 pl5ty ( deadwood4 ,i knew !re w\ld be4 ,b !re 0 en\gh good live /uff to furni% food = ?\ght4 ,"s ne$$ *anges c\ldn't be made "r away4 ,_m p pref]r$ a compet+ pap] because x c>ri$ m dep>tm5t /ore ads4 ,well1 ,i c\ldn't d any?+ ab\t t = ! mom5t4 ,b ,i c\ld & did improve ! sports page1 put 9 m home-/uff = ! wom51 m society news1 funni] 'funnies' & s on4 ,^? 7 ?+s our read]s want$ :i* ,i c\ld gradually give !m4 ,!n x 0 "t to tackle ! adv]tis+ problem4 ,i _h my ammunition4 ,c>ri$ a bun* ( reports ar\nd ) me4 ,told ! m]*ants frankly :at ,i 0 up to4 ,%[$ !m ! reports f wom5 :o said !y'd subscribe if we _h m adv]tis+ z well z ! reports f ^? :o did subscribe = c]ta9 good reasons4 ,& ,i quot$ a rate on :at we 7 wor? at ! "t1 n on :at ,i knew we c\ld d 9 ! future4 ,i didn't begrudge a full day sp5t 9 "o small /ore1 if t small /ore adv]tis$ ! /uff ,i felt 0 want$ by ! p ,i want$ = read]s4 ,well1 !y came 'r\nd "o by "o--! /ores & ! p4 ,& ,i ?9k ! results prove t ,i 0 keep+ busy on ! "r tasks--! tasks on :i* ! welf>e ( my bus9ess dep5ds--& n on ! tasks t mean only increas$ volume4 ,h[ does x affect my read]s8 ,t is my y>d/ick = measur+ ev]y?+ ab\t my bus9ess4 ,t is my guide to :e!r or n ,i %\ld worry4 ,if a little error 9 la/ night's pap] has ! p[] to affect my read]s' op9ion ( ! pap]1 !n x's my job to run x d[n to e>?1 f9d out h[ x happ5$--& see t x nev] happ5s aga94 ,b if !re's a big adv]tis+ contract 9 ! (f+ :i* won't affect ! p]man5t /&+ ( ! pap] 9 any way :atsoev]--except to increase ! numb] ( doll>s t come cl9k+ into ! c(f]s--,i don't give ?irty seconds ( my "t to x4 ,i hire a sales manag] to d t4 ,t's 8 job4 ,! o!r's m9e4 ,i'll sp5d a week ) my manag+ editor try+ to figure out a way to get our aft]noon editions on ! /reet a few m9utes e>li]4 ,x may involve "s m9or *ange 9 ! pressroom runn+ into only a few hundr$ doll>s--b x does affect our p]man5t place 9 ! sun4 ,on ! o!r h&1 ! manag+ editor c g ahead & sp5d #ejjj ( my good money on some?+ t has no?+ to d ) our read]s' int]e/1 & all ,i'll d is okay ! exp5diture4 ,he'll d ! worry+ ?is "t4 99 99 99 99 99 ,y & ,i ar5't int]e/$ 9 ! way ?is publi%] w5t ab\t build+ up 8 newspap]4 ,t is to say1 we don't c>e any?+ ab\t 8 female qu>tette :o w5t ar\nd & sang ! pap]'s praises4 ,8 me?ods 7 s\nd1 ( c\rse1 & m]it att5tion4 ,b our int]e/ "r n[ is 9 8 division betwe5 ! tasks he wat*$ p]sonally & ! tasks he left 8 bus9ess manag] or 8 manag+ editor to "w out = !mselves4 ,/rip (f ! publi%+ sc5]y--j z a mom5t ago we /ripp$ (f ! individual *>act]i/ics ( a totally diff]5t bus9ess--& y f9d t ,,8 ,,division ,,is ,,applicable ,,n ,,only ,,to ,,any ,,bus9ess1 ,,b ,,to ,,any ,,s+le ,,job4 ,:i* means once m t t's ! way ! successful manag] ( a /eel mill or ( a peanut /& w divide ! tasks :i* confront him f n9e to five e day4 ,:o are y\r read]s8 ,e bus9ess1 e job has its read]s--"s elem5t :i*1 once injur$ or neglect$1 affects ! welf>e1 ! heal?1 ! pr(its1 or ! ultimate success ( ! bus9ess or job4 ,a file cl]k may acquire trem5d\s spe$ 9 putt+ lett]s away 9 draw]s1 b if %e c't get y ! correspond5ce y ne$ at a mom5t's notice1 :at good is all h] spe$8 ,y\r /5ograph] may keep up ) y 9 y\r be/ & fa/e/ mom5ts ( dictation1 b if h] f9i%$ lett]s don't say :at y said1 h] facility isn't wor? ! prov]bial ?9 dime4 ,an acc\ntant may "w out a co/ sy/em t reflects conditions l a mirror1 b :at ( x if 8 reports come out s late t !y're anci5t hi/ory by ! "t ! plant manag] gets !m8 ,a mill] may produce a fl\r t conta9s m vitam9s ?an any o!r fl\r on ! m>ket1 b if ! d\gh won't rise prop]ly1 x isn't mu* use4 ,a small-t[n bank] may h spl5did res]ves & a /rong ca% position1 b he's go+ to lose y\r bus9ess if he asks #f-a_/b p] c5t int]e/ & #c p] c5t commission to ext5d y\r mortgage :5 ! big-city bank (f]s y ! same loan at #f p] c5t int]e/ & #b-a_/b p] c5t commission4 ,t mess5g] boy ( ours--no *apt] is complete )\t him--may run all ! way f ! ,tribune ,t[] to ,/ate & ,madison1 b :at if 9 8 ha/e he loses ! message8 ,!re is1 !n1 9 e bus9ess or job a ,,vital ,,elem5t4 ,& no "o c d a good job ( manag+ unless he f9ds out def9itely :at t elem5t is1 & !n proce$s to gu>d x ?r\gh all ! hu/le & bu/le ( co/ cutt+1 labor sav+ & s on4 ,"o manag] put x pretty pla9ly to 8 bill+ cl]k4 ,! latt] tri$ out "s %ort cuts4 ,!y 7 spl5did f ! bill]s' po9t ( view4 ,sav$ "t & money4 ,b ! cu/om]s w]5't us$ to any ( ?is new-fangl$ /uff & kick$ l /e]s4 ,!y c\ldn't *eck ! invoices4 ,or w\ldn't4 ,!y j won't use _! heads4 ,x's all z simple z ,,abc1 prote/$ ! bill+ cl]k :5 ! manag] call$ him 9 on ! c>pet4 ,all !y've got to d is *eck ! numb]s on ! c>tons aga9/ ! numb]s on ! invoices4 ,!re's no ne$ ( all ! description we've be5 giv+ !m4 ,"r y are1 ,johnson1 repli$ ! manag]4 ,b sometimes y bump up aga9/ a /one wall :5 y try to educate ! trade4 ,(t5times life's too %ort4 ,y\r sy/em saves u money4 ,x's good up to a c]ta9 po9t4 ,t po9t is :]e y\r labor sav+ & co/ cutt+ beg9 to h an adv]se effect on sales or sales satisfaction4 ,i've se5 y play+ bridge at noon1 he w5t on4 ,y score honors above ! l9e1 don't y8 ,bel[ ! l9e y keep y\r game score4 ,if y hold #hj or #ij honors 9 y\r h&1 x affects y\r play4 ,b y c't give y\r entire att5tion to scor+ above ! l9e1 = aft] all x's ! score bel[ :i* det]m9es :o w9s games & rubb]s4 ,y c score y\r job 9 pretty mu* ! same way4 ,all ?is "w y're do+ along co/-cutt+ l9es is f9e4 ,^? ?+s det]m9e ! size ( y\r dep>tm5t's pr(its4 ,sket* !m out on a c>d & *eck !m ov] & add to !m4 ,b bel[ ! l9e put d[n ! ma9 object ( y\r "w--to h y\r invoices correct & to h !m s pla9 t no cu/om] c fail to und]/& !m4 ,keep plugg+ away above ! l9e4 ,don't let me disc\rage any ef=t t w r$uce co/s4 ,!y're all-important4 ,b at ! same "t keep y\r eye bel[ ! l9e & make sure y\r game score is pil+ up4 ,t sort ( ?9k+ & play+ w9s 9 bus9ess j z x does 9 bridge4 99 99 99 99 99 ,x's a long "t s9ce we've drawn any *>ts4 ,let's /udy ! newspap] publi%]'s policy & see if he wasn't do+ m5tally j :at ! manag] recomm5d$ t 8 bill+ cl]k d on pap]4 ,y rememb] he made x 8 bus9ess to f9d out all ab\t ! error 9 la/ night's pap] & to prev5t its occurr+ aga94 ,t 0 some?+ :i*1 to 8 way ( ?9k+1 affect$ ! p]man5t /&+ ( 8 pap]4 ,:5 ! dep>tm5t /ore /ood ready to />t a big in/itutional campaign :i* meant no?+ m to 8 bus9ess ?an a big increase 9 volume1 he left ! job ( clos+ ! contract to 8 hir$ help4 ,b :51 9 ano!r newspap]1 ! same dep>tm5t /ore adv]tis$ a new type ( radio :i* he ?\ght 8 read]s ought to "k ab\t1 once m he made x 8 own bus9ess to g out & get a few l9es = 8 own pap] & 8 own read]s4 ,!n1 if we keep tally--& consid] :e!r !y score above ! l9e z increas$ pr(its1 or bel[ ! l9e z p]man5t success1 our c>d w look some?+ l ! *>t on ?is page4 ,illu/ration ,! h&l+ ( ! error 9 la/ night's pap] is some?+ t w score d[n :]e ! success ( ! bus9ess lies--& to lose on x means los+ a vital po9t4 ,9 %ort1 x affects ! p]man5t /&+ ( ! bus9ess ent]prise4 ,s does ! secur+ ( ! radio adv]tisem5t4 ,x's bus9ess news & some?+ 8 read]s mu/ "k ab\t4 ,s aft] x he goes4 ,on ! o!r h&1 ! in/itutional adv]tis+ w add only to ! rev5ue ( ! newspap]4 ,don't mi/ake ! po9t4 ,he wants t contract1 too4 ,x w add mat]ially to 8 pr(its4 ,b gett+ x or n gett+ x w 9 no way affect ! /&+ ( ! pap] ) its cu/om]s4 ,s*ool w keep j ! same4 ,s t p>ticul> job is on ! o!r side ( ! l9e4 ,t's :y he has a sales manag]4 ,to illu/rate once m1 let's attempt to score ! "w ( a cr$it man4 ,:at is ! vital elem5t 9 8 "w8 ,:at det]m9es :e!r 8 "w is wor? do+1 or :e!r x's wor?less8 ,(fh&1 y might say3 ,prev5t+ losses on bad debts4 ,b is x t8 ,surely n1 :5 we analyze ! job4 ,! f9al objective ( ! cr$it dep>tm5t is to enable ! h\se to sell m goods by ext5d+ cr$it :]ev] x is ju/ifi$4 ,on t basis x is easy to see t ! vital elem5t 9 ! cr$it man's job is to n lose a good sale--& we "k we're splitt+ an inf9itive to say x4 ,if x w]5't1 :y h a cr$it man at all8 ,x w\ld be f> simpl] n to ext5d cr$it to anyone :o c\ld n prove 8 wor?4 ,illu/ration ,n[ look at ! cr$it man's score c>d4 ,su* a *>t might n help an old1 exp]i5c$ h&1 b w\ld x n help a beg9n] to get a grip on :at 8 job is all ab\t8 ,w\ld x n enable him to see 8 job f ! angle ( ,,cons]v+ ,,! ,,bus9ess8 ,hold on1 ?\gh4 ,l9+ up ! v>i\s jobs accord+ to :e!r !y score above or bel[ ! l9e--t is1 :e!r !y affect ! ess5tial well-be+ ( ! bus9ess or simply swell its pr(it--does n mean t he %all neglect all tasks above ! l9e any m ?an give 8 con/ant att5tion to ^? t score bel[ ! l9e4 ,! *ief value ( su* an outl9e ( y\r job or bus9ess is to ,,keep ,,actively ,,9 ,,m9d ,a ,,s5se ,,( ,,! ,,vital ,,spots ,,to ,,gu>d--! spots to keep an eye on--! tasks = :i* y are always ready to plunge 9 & def5d1 once !y are ?reat5$4 ,:]ev] y f9d a successful manag]1 :e!r runn+ a big bus9ess or j h&l+ a small job1 y w see t he has a cle> und]/&+ ( ! elem5ts t mean ! life ( 8 "w4 ,& fur!r obs]vation w %[ t he is always protect+ !m4 99 99 99 99 99 ,! head mill] 9 a small fl\r mill 0 sm>t & aggressive--a bit on ! g-gett] ord]1 to be sure1 b v1 v compet5t none ! less4 ,x seems he _h work$ out "s me?od ( increas+ ! nutritive value ( ! mill's be/ grade ( fl\r by add+ some?+ or o!r--x doesn't matt] :at4 ,naturally he 0 en?usia/ic4 ,:y n8 ,he _h p]suad$ ! manag] to h ?is new product analyz$ by exp]ts--& ! analyses _h prov$ extremely favorable4 ,he want$ to g ahead4 ,b ! manag] mov$ sl[ly4 ,x may make a good fl\r & ! bread made f x may be good = ! dige/ion1 said he1 b w ! bread ta/e z good8 ,f9ally1 aft] try+ out ! fl\r 9 8 own home1 he refus$ to g ahead ) ! project4 ,! mill]1 kn[+ h[ good ! bread w\ld be = p1 fir$ up 8 job1 w5t into bus9ess = himself & put 8 trick fl\r on ! m>ket4 ,illu/ration ,x nev] sold4 ,! bread bak$ f x didn't ta/e good4 ,! mill own]1 y see1 _h kept 8 eye on :at ! mill] _h neglect$--! big1 vital elem5t ( ! bus9ess--t p b\ght fl\r to make bread1 & t any?+ affect+ ! quality & ta/e ( ! bread mu/ !re=e be h&l$ v c>efully4 ,:at ! mill] ne$$1 to take ! place ( ! boss's ye>s ( exp]i5ce1 0 a *>t l ! "o on ! opposite page--a graphic outl9e 9 skeleton =m ( 8 "w's vital elem5t4 ,:at a diff]5t aspect c\ld be put on _m an employee's "w if ! employ]1 in/ead ( dep5d+ on ! man's own-f>sight$ness 9 see+ ! ma9 items ( value 9 8 "w1 w\ld graphically put !m be=e him by "s su* *>t z ?is "o6 ,"r "h1 h[ev]1 we mu/ gu>d aga9/ "o important *>act]i/ic ( ?is vital elem5t4 ,x ,,*anges--or at lea/ x may *ange z ! bus9ess develops4 ,ask ! manag] ( ! circul>iz+ dep>tm5t ( a c]ta9 mail-ord] h\se4 ,he w tell y x's ,,volume4 ,all 8 o!r problems h be5 /abiliz$ except ! s+le job ( gett+ out en\gh circul>s e day to keep ! requir$ volume ( ord]s fl[+ 94 ,aga91 g to ! circul>iz+ room ( an ,ea/]n f9ancial h\se & ! manag] w tell y t ! vital elem5t 9 8 "w is ,,quality--quality address+1 quality fold+ & s on4 ,"h ! :ole success ( ! dep>tm5t dep5ds ^u reflect+ ! dignity & pre/ige ( ! h\se4 ,! dang] po9t ) ?is manag] is !re=e t\*$ by any?+ t might affect ! quality ( ! "w4 ,_m a manufactur] />ts ) limit$ capital4 ,= ! fir/ ye> or two ! vital elem5t 9 8 bus9ess is f9ance4 ,he may h to sacrifice att5tion to production & sales problems 9 ord] to gu>d ! sl5d] balance 9 ! bank4 ,sometimes he may h to pay high] prices = mat]ials because he mu/ buy 9 small quantities2 he may ev5 h to *eck sales because he hasn't ! capital ) :i* to f9ance !m4 ,lat]1 ?\gh1 z a res]ve is built up1 or :5 bett] cr$it is e/abli%$1 he w f9d ! vital elem5t has %ift$ to manufactur+1 buy+1 or maybe sales4 ,a c]ta9 %oe manufactur]--we seem to gravitate t[>d %oes e s (t5--f\nd manufactur+ ! vital elem5t ( 8 bus9ess a scant doz5 ye>s ago4 ,8 big job 0 to see t %oes w5t out ! door4 ,he d\bl$ ! size ( 8 plant4 ,9 ! %ort space ( ?ree ye>s 8 problem _h %ift$ to "o ( sales--he 0 no long] gett+ en\gh volume to fill 8 plants4 ,& today 8 greate/ conc]n is 8 %r9k+ bank balance4 ,! same t5d5cy t[>d *ange w be f\nd 9 individual jobs4 ,! traffic manag] ( an electrical supply h\se deposes t ! vital elem5t 9 8 dep>tm5t's "w *ang$ completely 9 less ?an two ye>s4 ,:5 ,i fir/ came "h1 he decl>es1 ! bus9ess _h gr[n fa/] ?an our manufactur+ facilities4 ,we 7 always work+ close up to ! contract date = deliv]y4 ,i 0 hir$ simply because ,i _h a reputation = be+ able to spe$ up %ipp+1 pick ! %orte/ r\tes & ru% ?+s ?r\gh at ! la/ m9ute4 ,lat] on1 we got 9 bett] %ape 9 ! factory4 ,! goods began to come ?r\gh to u fur!r 9 advance ( ! promis$ deliv]y dates4 ,i notic$ ?is & *ang$ my me?ods4 ,:]e ,i _h previ\sly wat*$ aft] spe$ alone1 slapp+ ?+s into any old case to get !m pack$1 hu/l+ !m out by any r\te :i* w\ld save a day1 reg>dless ( rates1 ,i n[ began to pack m c>efully1 to sort mix$ %ipm5ts 9 ord] to get ! l[e/ classification 9 freight rates1 to pick ! *eape/ r\tes1 & s on4 ,"o day ! *ief call$ me 9 & gave me a raise4 ',w>r51' said he1 ',i ?\ght ,i'd h to fire y :5 we got pa/ ! ru% /age4 ,i _h y d[n z j a spe$ demon4 ,b y h be5 wise en\gh to *ange y\r me?ods z conditions *ang$4 ,& ,i want y to "k we appreciate x4' ,a simil> %ift is not$ by ! manag+ editor ( a well-kn[n bus9ess pap]4 ,:5 ,i took hold five ye>s ago1 x 0 a con/ant fight aga9/ "t4 ,we nev] _h q en\gh mat]ial on h&4 ,!re 0 always a mad scramble at ! la/ mom5t to put ! book to b$4 ,night aft] night ,i /uck ar\nd writ+ fill]s--a column "h1 half a column !re4 ,today x's q a diff]5t /ory4 ,we h a c>efully select$ inv5tory f :i* we make up our s*$ules at lea/ #fj days ahead ( publication4 ,we h figur$ out close production dates--& we /ick to 'em4 ,!re's no long] ! problem ( digg+ up en\gh elev5?-h\r mat]ial to get out an issue4 ,! job is "o ( selection4 ,my bigge/ c>e is to f9d room = all ! ?+s ,i "k our read]s are int]e/$ 94 ,a con/ant *eck is ! safe/ way to note 9 "t ! conditions t gov]n ! cons]vation ( ! welf>e ( y\r job or bus9ess4 ,*eck ! ,,po9ts ,,above ,,! ,,l9e & wat* ! ,,po9ts ,,bel[ ,,! ,,l9e4 ,t con/ant ef=t to measure ! importance ( all ! ?+s t come up be=e him by _! effects above & bel[ ,,! ,,dang] ,,l9e w d mu* to keep a manag] practical4 ,= summ$ up1 ! practical man is ! "o :o comb9es ) 8 progressiv5ess & vision ! knack ( nev] lett+ 8 progressive ideas puncture ! vital elem5t ( 8 bus9ess & ble$ x to dea?4 99 99 99 99 99 ,make y\r score 9 any =m t fits y\r ne$s or y\r ta/es1 b ,,make ,,x--,,wat* ,,x--,,act ,,on ,,x4 ,"s m5 c d ! scor+ 9 _! heads4 ,mo/ ( u1 ev5 9 s simple a proc$ure z keep+ our golf scores1 f9d x's bett] to c>ry x on pap]4 ,on pap]8 ,c a man ) real "w to d1 sp5d 8 "t plott+ curves & mak+ pie *>ts8 ,does ! ,knack ( ,manag+ dep5d ^u a man's ability to draw pictures8 ,n at all4 ,if t's ! impression y h ga9$ f read+ ?is little book1 g back to ! beg9n+ & />t all ov] aga94 ,if1 f "t to "t1 *>ts & diagrams h be5 sugge/$1 x is only because ! successful manag] has someh[ or o!r to g ?r\gh precisely ^? same motions4 ,8 job--if he is to und]/& x & manage x successfully--mu/ be analyz$ someh[1 sometime4 ,we h m]ely sugge/$ ways 9 :i* ! ,,analysis c be made m easily & intellig5tly by means ( *>ts4 ,8 op]ations mu/ be plann$--9 8 head or on pap]--if he is to p]=m !m ) ! lea/ lo/ motion1 lo/ "t & lo/ money4 ,! ,knack ( ,manag+ has simply ga!r$ f o!r m5's me?ods a =m ( *>t by :i* ,,plann+ c be done m accurately4 ,aga91 8 "w mu/ be organiz$--if x is to be done 9 ! simple/ & be/ way4 ,an attempt1 !n1 has be5 made to sift ! organization me?ods ( successful manag]s & firms to develop a *>t :i* at lea/ indicates h[ to g ab\t ,,organiz+ ,,! ,,"w4 ,,help ,,mu/ ,,be ,,h&l$4 ,s1 f ! exp]i5ces ( %rewd manag]s1 we h dug out ! gi/ ( _! ideas & put x 9 ! =m ( a *>t t gives a basis on :i* to "w4 ,above all1 a bus9ess or job mu/ be ,,cons]v$ ,,& ,,c>$ ,,=4 ,! *>t+ me?od sugge/$ is b ! me?od us$ by e successful manag]--?\gh he does n take ! "t to r$uce 8 plans to pap]4 ,& la/1 9 our se>* to acquire ,,! ,,knack ,,( ,,manag+1 h we n le>n$ t ! fundam5tal pr9ciples ( managem5t are univ]sally applicable8 ,m ?an any?+ else we h se5 :y ! manag] :o has made a success 9 "o bus9ess c /ep "r into ano!r & make ! same brilliant record4 ,8 bus9ess1 aft] all1 is n %ips or %oes or sew+ ma*9es4 ,x's ,,manag+4 ,& t job1 9 its fundam5tal pr9ciples1 is ! same1 :e!r x's runn+ ! ,u4 ,s4 ,/eel ,corporation or op]at+ a peanut /&4 ,t's our /ory--& we'll /ick to x4