ith very little fanfare -none to be


made a major editorial and philosophical change in its style in


1995 .

We started using a capital "W~ when we refer to the HP Way .

I'm sure that that's hardly earth­ shattering news

10 most of you. You've probably always thought of the HP

Way in upper-case terms . But you have to understand how journalists think , as scary as that may be .

The first thing journalism schools drill into young students is accuracy.

Here's our stylebook. This is how we spell certain words , where we put commas and which words we capital­ ize . Learn it. Live by it.


I came to HP in 1987, I inher­ ited


editorial style . That included the

HP way


It wasn't just an editorial style , it was a philosophy.

After all, the



isn't trademarked,

I was told, and, besides, HP is a low­ key company . To write HP Way would be too ostentatious.

But something happened in the last eight years, Several somethlngs, in fact.

To me , the first big change in HP's image came in 1991 when the com­ pany introduced a new series of work­ stations, code-named Snakes. An aggressive advertising and marketing campaign virtually unheard of in HP heralded the new products. ThE' tone was bold , dynamic and boastful.

As one consultant wrote, "This is not your grandfather's HP."

HP 's enormously successful ven ­ ture into the personal-printer business also introduced an equally assertive tone in advertising. The company was neck-deep in a consumer -oriented world and its public image had to match the high-profile image of its competitors.

HP made another splash in April at the National Association of Broad­ casters conference and trade show in

Las Vegas, Nevada-the glitz capital of the world. HP CEO Lew Platt was one of the featured speakers. The company's once-stodgy Stanford Park

Division had become the highly visi­ ble Video Communications Divislon.

The division displayed its products head-to -head with "flashy" companies like Sony and Silicon Graphics. Even our slogan -Hewlett-Packard: HOI

Company. Cool Video --(,an1ed an air of utter confidence.

Not long ago, a noted magazine designer told


Art Director

Annette Yatovitz, "The design of your magazine doesn't fit my image of HP; it's too conservative."

To this person and millions of oth­ ers, HP isn't a maker of excellent gas chromatographs, cardiac ultrasound imaging equipment or atomic docks that are accurate to one second in

1.6 million years. To them. HP is a consumer-products company - a maker of computers, printers and calculators.

In 1987, IfP wore a Clark Kent disguise. Today, our

~S~ is showing through. This isn't your grandfather's

HP, or your father's.

II may not even be your brother's It's all grown up.

We haw a


about us.

And it deserves a capital


Jay Coleman

On the cover ; Marcie Tarvid, senior sea otter aquarist at the Monterey Bay Aquarium in California , cradles one of the cuddly sea creatures.

HP has a long and proud connec1ion with the world­ famous aquarium, as pro­ filod in a photo feature beginning on page 14 .

Cover photo by Rick




Page 7

Page 18


4 Doing the right thing

What could have been a public-relations night­ mare becomes a study in customer satisfaction.

7 "I like running fast"

Whether it's on skis or in business, Doug

Carnahan, the head of HP's Measurement

Systems Organization, has one driving style.

10 Through t he eyes of the customer

Just how do you become customer focused?

Employees in the Commercial Systems Division found that there's a whole lot more than posters and presentations.

14 A "window on Monterey Bay"

HP maintains an ongoing relationship with one of the world's most respected aquariums-the

Monterey Bay Aquarium.

18 Buddy, can you spare some time?

Hundreds of retired HP employees shar e their time and knowledge as community volunteers.

24 Just the right time

HP 's recently announced st.ock split is the first in 12 years and only the sixth in company his­ tory. So just why does a s tock split?


21 Letter from Lew Platt

HP's chairman, president and CEO discusses the decision to eliminate on-site organization reviews .

22 People

A 30-year HP employee chronicles

Colorado's bizarre and eccentric past in his version of History Lite.

26 Your turn


readers share their views on matters of importan ce .


News from around the HP world.



Jay Coleman. ABC'

Associate editors :

Cornelia Bayley. Betty Gerard,

Mary Anne Easley

Art director ;

Annette Vatovitz

Graphic designer:

Thomas J . Brown

Photo research:

Carol Parce ls


is published in mid -January, March . May . JUly , September and November for employees and asso ciates of Hewlett -Packa rd Company It is produced b y Corporate Communic ations , Employee Communications s ecti o n,

Mary Anne Easley .

manager. Addres s c o rrespo n d e nce t o


Hewlett -Packard C ompany, 3000 Hanover Street.

20BR , Palo Alto , California 94304 -1185, USA Tpe telephone n um ber is ( 415) 857-4144 ; the fax numbe r i s (415) 857 7299 ; and the Internet address is Measure_Magaz [email protected]

'Copyr ight 1995 by Hew lett-Packard Company . Material may be reprinted with permission

'Accredited Business Communicator by th e lnternauonal Associat ion of Business Comm un icators (IABC I.

Hewlett-Pa ckard Company i s a global manufacturer of comput ing . communications and m easurement products and services recognized fo r excellence in quality and support . HP employs 98,400 people worldwide and had revenue of S25 billion i n i t s 1994 fiscal year.

The following trademarks appear in th is i ssue of MEASURE


UNIX i s a registe red tr ademark in the Unit ed States and other countr ies, licensed exclu sively th rough X / Open Company Limited X /Open is a trademark of XfOpen C ompany

Limited in the U ,K. and other c ountries Scotch-Brite material is a product of 3M



magazine i s printed on r ecy cled paper with vegetable-based i nk.


HJ 9;i


HP turns what could have been a public-relations nightmare into a study in customer satisfaction by

Solving the paper -teed problem was a true challenge fo r Vancouver ( W ash in gt o n) Division team members (fr o m left ) Warren Ehlke . Bruce Yano , M ichel Maupou x and Cra ig Roll ins .

By Jay


iemo n

The ironv


II1I'sl·apahll' . sa~ s BnH'1'

Yano , till' projl'l'l nuuuigr-r .


~ ear ago . llowk-tt-I'ackard fa('pd thv must pot('llIiall~ '

( 'llliJHlT'L-.;sing event in ils

;\( ;-~par lustory when it dis('()\ l'l'l 'd [hal sonu: 1---, million l'llsl


Illa~ l'xI

WrJl'Il(,(' a papr-r­

[l'l'ding problem with its wildly popu­ lar inkjet print ers .

Inste -ad, III' lll,magl 'lllenl at the

Vancouver ( \\ ;L-.;hingwn ) I rivision -; whe-re till' printers \\ vn- manufar­

IlIrl'd -sl'1 lis priorii ii-« nnuu-diatclv; rust

011\('[' sal israel i on . ('lIS( and a team emp owc-n-d

[0 dp\ elop and

I'XI 'I'UII' a p!;UI

.-\IHI ill ils simph.

~ -l'r l'lpganl solu­ lion .

III' \'

I ,d a n'SIIIW'lH'I ' of r -us ­ lOllWl lo~aJl~ at a time \\ hen olhl'r

« ompanies Il-'(,f'iw 'd a hl ark t'yf' for t lwil h andli ng of I ( '("h nil'a l m is ta kes

\\' ro!( ' o w ' cus to me r in

Ellg l;md.

"T he f ad Ih a t

YU U can se rvice th e c us­ t om e rs n eeds bt> fol'l' he

('\,P11 r e alizes

Il u-m i s a rnazi n g an d ca n. a ll b y itse lf. p rove

I h at yo u a re a groa t co mpany."

T Ill' " leruo ns-to- lerno nade ,. s t ory.

,L" t lu i ndus t rv n ew sle tter 77/( '


(' (JJIlJ

(lh .';,';-,'(" "

call I 'd it. bl'gan i n


Iu n e l !l

f n. lIP c h anged 1111' r u bbe r used

1 0 f t'l 'd paper i nto HP Desk.le


:)10 , : ->:.!

O, ; ').\ 0(' and :and th e HP

I ll'sk \\' rih 'r :) 10 and :) :20 print ers .

It took ( 'ight mo nths befnrrthe r ol le r problems surfaced in

Feb ru a ry l !I~Jl in Europe. where lIP s h ip pe d t ho b u lk uf I

I ll' first u n its

4 \I F: :\~ [ RE

Th e Eu rope an C ustomer Support

C ente rs r eceived as man y as 1 5 ,000 c alls p er m onth . As the ext ent and r eality of t he probl em b ecame known , the Van couver t eam m et daily t o r eview statu s and plot its s trate gy,

More than two dozen R&D and manufa cturing engineers huddl ed w ith experts from the Corvalli s,

Or egon , sit e and HP Labs to work on a more p ermanent soluti on.

M eanwhile, the C omputer Produ cts

Organization (C PO) support group in

Europe under Debbie Williams and the Expr ess Support O pe ration ( ESO) in Europe mobilized to provid e in terim c ustome r support ( see r elated story on pag e 6).

The Eur opean Cu stomer S upport

Ce nter in Amst erdam qui ckly h ired 50 mor e p eople t o handle c ustomer ca lls.

E SO in creased its r epair ca pacity b y adding n ew logisti cs pr ocess es for qui ck turnaround on repairs and print er r eplacem ents.

" The mos t diffi cult task was pulling e veryone toge th er into on e team ," says Martin e Joubert , who was n amed

Europ ean team manager on th e pap er­ f eed problem . "We had one HP man­ ag er from ea ch of the 1 5 c oun tries in

Europ e who owned the probl em for that country. And with 1 5 coun tri es c arne 1 5 se ts of c ultur al diff erences .

I t was a t rue t est of HP 's abili ty t o fun ction as o ne unit."

Bru ce Yan o, th e o verall proj ect man ­ ag er, and Warr en Ehlke , Va nco uver t echni cal marketing man ager , he lped un ify th e in tern ational t eam b y t rave l­ ing to Eur op e eve ry o the r m onth f or s ix month s. Oth er V ancouver Divi sion e mployees fro m e nginee ring and mar­ keting mad e numerous bus iness tri ps to Europe f or as long as a month. t t

The European paper-feed problem was a special challenge for team manager Martine

Joubert. who had to oversee HP managers in '5 countries with 15 sets of cultural differences .

Th e in ternational t eam w orked wi th

KA O I nfosyste ms Com pany, an ou ts ide p art n er, t o fi eld t he thousand s o f cus tom er c alls f or ki ts t ha t p oured i n e ac h wee k. HP e stablished tollfr ee tel ephone numb ers in th e U nited

S tates, C anada and 1 5 Europ ean c oun tries for e asie r c usto mer a ccess.

" Luckily, th e p ro blem wasn' t as dramatic as e xploding gas tank s o r anything life-thr eatening," Bruc e says.

" wo a

"Leave it to HP to come up with a slick solution to a slimy problem

'ltVe reat he b w c


an te d


uld want t gain . O ur va to ustomers in eginning ing kit. C o lue s


" d d o t o he ri bu e t w ght a way t as i th ha t siness w ing t

In fiv e m ont hs, HP e nginee rs d evel­ op ed an e asy -to-use pap er-feed cl ean­ us to me rs co uld in sert the cleaning plat e into t he pap er tray, and hey ith HP ntact f rom pu co instru

Scotc r a t an a mp uter ctions h-Brite estor e t ccompanying a nd f

. Th a he roll bility in a bras ive pa bou t ollow t e roll ers'

2 diskett he ers s rotat e tch es in th imple e ove th at paper-grabbing

0 minut es. e r

" Leave i t to HP to come up with a sli ck so lution t o a slimy probl em ," s aid Micha el Z eis , th e publi sh er of a m onthly n ewsletter c all ed

Th e Co lor

Busin ess R eport.

"They really do und erstand t he ne eds and r equire­ m ent s of th eir c us tomer bas e,"

HP sent th e r epair kits automati ­ c ally to c usto me rs wh o mail ed i n t he ir prin ter r egistrati on c ar ds h y Jul y 19 94 .

Th e com pany also se t up s pecial t oll ­ fr ee p hone n umb ers (8 00-656-2324 in th e U nit ed S tates and C an ada) f or c ustomers w ho didn't r egiste r th eir print ers b efore July 1fI 94 , o r wh o had q uestions a bout th e cl eaning pr ocess .

" To s uppleme nt the publi c­ inf ormation ca mpaign, w e al so w ent o n a ll maj or e lectro nic bull etin b oards and on -line se rvice s t o t.

ell o ur s tory­ what th e probl em was and how t o c orrect it ,"

Bru ce'

s ays " Before l ong,

Ma y -Jun e 1905 5

The right thing

p eople w ere resp onding un solicited e lec tro nical ly, say ing , 'Hey , I tri ed thi s; it w orks and it' s e asy .

' ..

Wh en th e pap er-feed pr oblem first s u rfa ced in Europe, repairs or r eplacement s t ook as long as [ our w eeks , Today c us to me rs r ec eive thr­ kit within five da ys ,

One European customer was so delighted with the way HP treated him that he sent

HP a box of c ho colates and a not e. "A great thank y o u for y our e xce p tio n al

SPf\;C(' "

An other custom er. c onuru-nting on

HP 's re sponsivene ss, s aid,

"I spok e to s omeo ne at the Amsterdam offi c«

O l H' da y and to my utter su rp rise. le ss than

2 4 h ours l ate r a kit wa s d elivered that a ppare n tly solved Ill y pr oblem , I hav e alw ays had high regard f or HP p rod­ u ct s, and this action r einforces this r will no t he sitate t o re comm end your company wh enever r can , "

Bruce ligures that UP will r each a bout

-to perc ent o f th e customers who may experience th e paper-f eed problem , S o the task o f r oaching

"Customers alwavs come first in our value set. "

c us tome rs -s-an d keeping th em happy

w ill co nt inue f or till'

Ionsot-abl e fururr. If it ca n s us tai n it s Wi p ert-ern p osit ive f eedba ck. Hi> will

S C'OI'P it majo r c ust o mer-satisfa ct i on co up ,

And all be cause or a p ro blem.

" I t got' S ba ck t o th e valu es y ou manag e till' bu siness by ."

Van cou ver

Divi si on General Manag er Bob Weis told th e Portland

Or ".l/fJII;flll

IlP\\S­ p aper,

" Cust omers alway s

CO ll1 P first

In our valu e set." \1

Candice. Jeff Cooke's g·year-o!d-daughter, tries out the Express Support Operation telephone support line while working on a school research project.

The Candice test

One of HP's newest organizations faced an early test of its capabili­ ties when the Roseville, California­ based Express

Support Operation

(ESO) joined the international paper-feed solution team


The European-based

ESO team especially had its hands full trying to help handle the thousands of customer calls that flooded HP when the paper-feed problem firsl surfaced .

"Believe me. there were a num­ bel' of tense meetings and sleepless nights." says

Jeff Cooke. ESO gen­ eral manager . "There wasn't one day that we didn't worry about the problem becoming an embarrass­ ment for Hf'."

ES() emerged from HP "s Support


Organization in August


, Historically. IIP "s support organizat ion Iocuserl on

III aior­ account customers. ESO addresses the exploding consumer and small­ office/home-office (SOHO) cus­ tomer base,

Jeff. who earlier worked in HP's

Computer Products Organization, notes that the millions of families and SOHO customers aren't as technically knowledgeable as its major-account customers. So he runs his 850-person worldwide organization by the "Candice t est."

-t was in Taiwan recently and my £I-ypar-old daughter. Candice, left a voice-mail message saying that she couldn't get the printer to print. r left her a message to call

0111' support number and see if they could help her fix the problem

" Th e next day ,

I got another vok -e-mail message from Candice:

' I I worked

I' ..


\1F:,\St 'RE

Whether it's on skis or in business, Doug Carnahan, the head of HP's Measure­ ment Systems Organization, has one driving style


Doug Carnahan has no full-time MSO functional team but uses the expertise of group man­ agers like Dotty Hayes, Components Group controller, meeting with him in Palo Alto .

By Betty Gerard


Skiing the face of Silverado in Squaw

Valley , California , this winter , Doug

Carnahan didn 't flinch wh en con­ fronted with a 2 5-foot cliff. An e x pert skie r , he plung ed straight down and took his resulting split lip , broken glasses and s cattered gear with good humor.

On the ski slopes , Doug shows the s ame high en ergy and enthu siasm that have marked all th e stages of a c areer thai has now brou ght him to tho high­ e st p eaks of company manag ement .

Fortunately f or HP , his good judgment has spared him such tumbles in the busin ess world .

As senior vic e pr esident and G.M

. of th e Measur ement Systems Organi ­ zation ( MSO) since its formation in

19 93, he has a portfolio o f diverse bu sin es ses: Anal ytical Products ,

M edical Produ cts, Compon ents and

Informatlon Storag e groups , and th e independent Int egrated Cir cuit Busi­ n ess Division .


How ever , he s pes some parallel s with the C ompute r Products Organi­ zation ( C PO ) h e c arne from .

"While som e things are differ ent, th ere is the same ne ed for chang e, to look forward and seek paradigm shifts to arrive at new areas for growth ," he says.

"I'm putting my time and eff ort into en couraging !\'ISO businesses to lo ok at new mark ets wh er e the y can l ever ­ ag e their skills .


O ne e xam ple is a combin ed initia­ ti ve between Analyti cal, M edical and

HP L abs t.o d evelop ways of m easur ­ ing DNA.

Doug combines an e as y personal styl e with a driving approach

10 busi­ ness . H E' is not laid back when it comes to making bu siness der -isions.

B efore assuming his :\180 rol e , h e s pe nt

18 y ears in th e p eripherals bu si­ n ess during a p eriod o f sp ectacular high gr owth.

" A lot of us wh o grew up in CP O as cribe to the principles of Dick

Ma y -Ju IIP

W !lG


··Running fast"

Hackborn (retired executive vice president)," Doug says. He liked the aggressive leadership nature of the

CPO business. "It matched my own style," Doug says.

~I like running fast with new products all the time ."

Doug's indoctrination in peripher­ als began back in 1977 as manufactur­ ing manager of the then -Boise (Idaho


Division . Moving to England in 1982, he started up Computer Peripherals

Bristol, then returned to Boise in 1984 as division general manager to man­ age the exploding printer business .

The success of the HP Laser.let printer launched HP into new product areas such as network printers and input scanners, along with new chan­ nels of distribution. Doug oversaw all these new directions .

His favorite peripherals assign­ ment, however, was the period in

England. It was his first experience as a general manager and he found it great fun to start up a new venture

"on a long tether."

His wife, Meredith , and their two children, then teenagers, also enjoyed life in the Cotswolds and vacations to places like Egypt. (Daughter


"He was a greatguy to get on with. "

28, and son Jason.

25, now both work for other computer cornpanies.)

Doug's first employee at the mod­ est startup facility in


England. was Mike Farrell, who carne from

HP's South Queenferry, Scotland, site to be the facilities manager.

"The morning Doug arrived from the Stales, he ordered my desk moved from the facilities area next

10 his o",TI," Mike says . "WI1f'n I carne back from lunch. my desk had been changed : by Z o'clock we 'd agreed on the goals for my job--and I was turned loose.

He was a great guy to get on with ..

Every morning Doug ">'Quid go from his desk to the other end of the plant, get his coffee, and wander back

"Doug had a good sense of

HP's wayof doing things and he transferred it to Bristol... "

through the production lines, talking to people. "The shop floor is far differ ­ enr in Britain out Doug broke through, getting on easy speaking terms with everyone ," says John Stedman. the first R&D manager in Bristol and now

G .~!. of the Network S erver Division .

"Doug also made sure that the cost structure of

R&D was in line with profit goals .



Hammond. now r etired, was based at the

YalE'S plant while doing the groundwork for setting up IfP

Labs Bristol.

"Doug had a good sens e of HP 's way of doing thing s ," Don says. "and he transferred it to Bristol : integrity . lack of status, making decisions at the lowest possible level, everyone work­ ing together for a common objective ."

The Bristol startup, in fact, was so successful that it became the model for other peripherals startups in


"The rate at which it carne up to

\"01­ urne in manufacturing was extremely rapid." Did Harkborn recalls.

Beyond Doug 's ability as a team ­ builder. he is an outstanding change manager , in Dick 's view .• Doug quickly identifies key issues and stays focused on solving t he

111. "

HI:' also sees Doug as having a strong global commitment , pointing to his

10 years as HP 's lead manager in the highly successful relationship with Canon on the liP Laser.let

. "A partnership on that scale takes a tremendous a.rnounl of energy, Doug proved himself highly adaptable and flexible in a partnership which took on many different facets . He bridged the difference between two cultures very effectively while keeping things on a cordial and personal basis."

Doug grew up in Northern California. graduated from high school in Sunny­ vale and received his E.E

. degree from

San Jose State University and an

M.B.A. from Santa Clara Lniversity.

Starting at fIP as a summer stu­ dent, he worked weekends as an elec­ trician and plumber to pay his way through college. After graduation

"Doug quickly identifies key issues and stays focused on solving them. "

from SJSl' in 1965 and three years as a design engineer for a utility


pany in Los Angeles . he returned to lIP in Corporate Construction .

Within six months Doug was running the Palo Alto maintenance department Then Paul Ely, general manager of the former Microwave

Division. tapped him to manage relo­ cating part of its operations to Santa

Rosa. California . "It was obvious that

Doug was a

WI) ' capable person with a lot of initiative who saw far beyond his own job." Paul says



How doyou measure


Life in Idaho includes the special pleasure of family skiing vacations in Sun Valley for Doug Carnahan and his wife, Meredith.

Th e as signment was n o s mall under­ taking . Doug was involved in neg o­ tiations with th e landown er for the

Fountaingrove sit e, trips to Washington,


C., to obtain a federal economic development grant and creation of an assessment district to extend a road and utilities into the prop erty.

When the new division b egan in

1972 , Doug be came fabricat ion man­ ager . It was a high -spirited tim e. He and Meredith built a home in S anta

Rosa-and then crone th e offer for

Doug to transfer to Boise.

These days the C am ahan s again are having a new home built-this time on the property outsid e Boise wh ere they hav e lived since th eir arrival. Th ey now have

120 a cres, part of which M ered ith has dev eloped into a suc cessful whol esale nurs ery.

The new house will b e wir ed for full computer capability as part o f

Doug 's model communications setup.

He maintains MSO h eadquarters in

Boise , but oft en spends 10 days a month at th e executive offices in Palo


and is frequently on the road vis­ iting MSO entiti es.

Doug maintains regular contact by phone and e-mail with Jenni Schroder. his administrative assistant in Boise for 17 year s, to deal promptly with all in coming messages . Taking advantage of a n hour's time difference, Doug can phone Jenni from his car o n the way to the Boise airport -and she 'll create a slide in Boise and have it printed r emotely and waiting at his desk in

Palo Alto when he arrives .

• As

:\1S0 head, Doug is now a mem ­ ber of Lew Platt 's Managem ent Staff, which involv es him in d ecisions on companywide strat egic issues.

He also chairs the Manag ement

C ounc il's Op erations Committe e , which is curr ently fo cusing on HP 's manufacturing strategy and looking at man y asp ec ts of what is ah ead for the

HP workplace o f th e future .

To free up time f or his enlarged HP role , Doug has cut ba ck on h is many community activities . (One of his most satisfying efforts was chairing an industry effort that led to a pro­ posal for K -12 educational r eform for

Idaho .) He's given up serving as board c hair for the local Bogus Basin Ski

Asso ciation . But he still makes so me tim e for du ck hunting , water skiing , fly fishing and vacations at the

Camahans' Sun Vall ey, Idaho, house .

A ctive sports ar e part .

of the admir ­ able balance that Doug Carnahan manag es to maintain in an incr eas­ ingly high-pressure lif e. M

May-Juno 1 995 9


CSV customer advocate Dave Snow (Ieftl talks with the California Department of Corrections' Spike Haines outside of Folsom Prison .

Through the eyes of the customer

By Shi :rley Gilbert

It was a general manager's worst in Cupertino. California, was at an all ­ night mare . time low.

CSY people were e xhauste d


Osaka. the new


Just how do you become customer focused?

Employees in the

Commercial Systems



found that there's a whole lot more than posters and presentations.

Systems Division (CSY) general man ­ ager, couldn't believe his had luck ,

Only six months in the job and orders w en- going down so fast as much as : 30 pcrcent -c-ho swears he could hear the thud, He saw profits disappear -almost overnight . it seemed Customers wert' so angry from the second round of downsizing.

And thos e earmark ed to stay didn't set' th« point , " Aft er all. said one , speaking for till' many, " t h e HP :3000 is dead, Let's not st ic k around for till' funeral "

"That was the

10\\ point, " says Gl enn graH'ly . kif anyone had a burning plat ­ form. it

\\3.'> u s in :\0\ ember o f

' ~J:3. they were firing off bit ing letters to



Platt and Computer Systems

Organization (('SO)

(~ .\l. and HP

We knew we had to do som cthing -i­ ami do it fast. , .

Xow fast forward to on e year later

Senior Vice President Wim Roelandts about the division 's key product-s-rhe

HP :jOOO computer ,

\ 0\ ember I ~J~l -t

Ord ers .... pre lip for the year. op er ­ ating profit increased dramatically and

CSY actually doubled ir s c ontri­

What's more , employee morale in lilt' long-standing CSt) division , based






L - ­ bution to the Computer Systems

Organization .

And customers were sending love notes not only to the top managers in CSY, but to every level of employee in the division . In fact, at Interex 1994 , the annual HP 3000 users ' conference ,

CSYR&D Manager Harry Sterling received the highest customer acco ­ l ade the group gives: the


Hoff award for customer satisfaction.

(Marc, a former G.M

. in HP 's World­ wide Customer Support Organization, died of cancer in 1991.)

On the employee morale front, people were staying in droves and talking about a new vision, energy and purpose for the division that kept them excited , involved and learning new things.

What changed in just one year'?

What happened, says fanner G .M.

Glenn Osaka (now G .M. of the Profes ­ sional Sen-ices Organization in eSO), was a change in mission.

"We went from making the HP :3000 profitable and successful to making

"Whatmade this change different is that the customer became ourprimary driver... "

our customers and part .ners success­ ful," Glenn says.

While that sounds simple, it brought about a massive change in mindset , behavior, reward systems -indeed, in the division's whole culture .

" What made this change different, " points out Olivier Helleboid , CSY's new G.M. and formerly the division's marketing manager . "is that the cus­ tomer became our primary driver in everything we did every day. We tried to really view things through the eyes of the customer. All our measures before had been internal . Now we are externally focused."

"What we used to do to communi­ cate change in

CSY was spend 90 percent of our time with slide presen­ tations to convince everybody it 's a good idea, " Harry adds .

"We spent almost no time on changing what we do in lint' with the new mission or, most importantly, on how we reward people for doing it. And frankly, that's the most important part ." e.SY didn't make that mistake .

However, what the division went through in the months after it changed its mission was pretty wrenching.

A great many people in the divi­ sion took the HP "Building a Market­ focused Organization" course to get some tools before going out to visit and listen to customers. Then , CSY assigned every R&D project team a customer partner and rewarded employees with a marble paperweight when they interacted with customers and reported feedback.

The entire division was invited to go to the Interex conference in San

Francisco in 1993. ('SY employees wore green T-shirts and made a point of asking customers questions , They heard an earful.

A performance management expert helped each group figure out what. customer focus really meant in terms of employees' everyday jobs .

A new reward system evolved .

Employees received gold stars if th ey had any interaction with customers .

Thos e who took complete ownership of a problem and worked through eso and all of lIP to address


The HP 3000


Why were customers so upset with HP in the fall of 1993 and why were

HP 3000 sales falling so fast that G.M. Glenn Osaka's hair began to gray prematurely?

A bit of history here to explain that.

The HP

3000, launched in

1972, was the company 's first computer system that addressed the needs of customers in the commercial marketplace.

It has been a highly successful product over the years, imagina­ tively keeping up with changing technology. There is now an installed base of more than



3000 users worldwide.

The HP 3000 comes from a proprietary background in an increasingly open-systems world where UNIX is becoming king.

(HP is the largest producer of

UNIX systems in the world .)

Although the HP 3000, with many open-system capabilities, is excellent for transaction pro­ cessing (order reservations or managing a manufacturing pro­ cess), it was not viewed by many to be the kind of sexy, state-of­ the-art product for the '90s .

"It wasn't the lat.est and great­ est," affirms former CSY Market­ ing Manager Olivier Helleboid and current G.M. "We were try­ ing to compete on a technology basis and we were losing the race . What we needed to do was to sell the HP 3000 as a solution to a variety of mission -critical problems. And for that, we need­ ed to develop a closeness to the customer w e just didn't have."

May-June 1 99 : ')



The customer

r em er c on cems n ',' l' i\ p!! a c -a s h a war d from th e ( ; " ~l.

For e xam p le , Su san Ca m p be-ll . a l'S Y s o ft w a re' e ng ine-or .

~ t l ' J ' Il{'d int o t h e middl e of a disagrr-vn u-nt ht-tw r e n

C S ) ' ,

0 11)[' 1' l' SU division s and a

(, lI S ­ t umor ;3 ,000 mil es away . SIll' hl'lpl'd get all sid es togPllwr 10 pinp oint t he­ probl em and find a solur i on :

"Ther e had tWt'n a l OT of fin gl'l' ­ pointin g and 1Il l'


IJll P r

\\ ',LS e x t re me ly frustrat ed .

" SUS ,Ul sa,\S

" T his new c -onun itrneut TO rc-sol v« cust o mer problems , n 'garc Ih 'ss of our t t'C'lmolo gy , is striking!,\ ' dif ferc 'nl from p re vio us a ll it ud cs \\ lu -re

, \ ' 0 111' in volvem ent ende d at fUI WI ional o r org anizat i o nal boundari es ' .

How did

01 her C S Y b eha vinrs c h a ng(' '!

In H&D , Harry S te rli ng sa~ s , l'n gi ­ n eors \\ r-ut fr o m f o('usin g o n l h «

(I· ( 'h· n olog, to , 'ollC'pnlral in g

O il s olvi ru; c ustome r probl em s

( S P P s l o l)

Oil p agt' 1 :\ ) ,

( ' SY used

[0 dv velop pr orlu t { s ,

H arry s ays, h,\ ' coruluctuu;

S OIll(' ( 'US­ rom er inv estigation on ti ll' 1' 1'0/11

I' IH I.

Th E'1l engineers dl'sigl1l'd l lup1'l,(hll'lS

"You're not going to make me buv e

S400 suit and gi


slide presentat ions,

in a

H' I ) s r rn-t

\\ '1,\ .

Wl u-n i t \\

~ L S r eady to b e introduri -d. a

B l ·ta u-sr would 1 )(' don e w ith ru stonu-rs


"i( ' l ' h ow \\ E'I[ thing" wo: k r-d ,

\ o\-\" lI arr~ s ays , l 'uslOHlt 'r S a n ' im'oh pd throughoul tI ll'

,'nlin'lifl ' ­

('yc it' .

Th pn' an'


O[H' an d

\ ' idl 'o cO llfpl'( ' !1c'ps ,mel ral '\ ' -l

( ,· fa( f.' ll 1<'I'I ·

Dur ing a meeting i n the Columbus . Ohio , a irport. CSY General Manager Olivier Helleboid chats with customers ( f r om leftl Rose Toll iver and Terri Daughters from GatesMcDonald ill gs \\ IIIl l "l l "'{ elll ll· l-S

;md pa ru u -rs

III t1l'IPll l1il l\' ( '11:-.1 1

I II Il' I ' IH'\'d s a nd m uk «

( '1'1101 i/l t lu n l' \\ p l't"H lt l( 'r..;; i nco r po ­ ra1 "1!l\'11I

At lilt' hC ',l.(i1ltllllg ,

/li ll \' 1 '1 '1;' !{ ,\:] ) t'f1 ,~in ('l 'l hou ulu i ru n lh l' idl 'a

" I n-nu -mlu -r.

" s ay s!

lurr v,

"()lll' l'n ,giIH'l'r s(aJldin ,g

IIp ;\I a

Il1I'l ' l ing anti sa,\ illg :

' I h'~ '

\Yh ,jf 's

I h i~

(\hl(lll ll ' l' stlll'fall nbo u t

? l-n 'r th .u

\\h~ w rh<l\ l' markt'fill g PC 'II!' !t" : '1' 1111 '1'\ '

/l o l g oi n~ t o

111'11.;1' 111\ ' hu,\ a

, S H ili

S I ll!


\II d I!i

\'t ' slidl ' !'n 'sPIII

.u i ons " ..

T h ur

\\01:-n ov ct

Illl' inn -ru i o n .

I bn) not e s

, \ Iosl o rllit· t i nu l ' llg i IH '(' 1 ' t alk

(0 u l h t' l !· /lgi l ll ·t· r ...


TII"~ "

11 11'


1 0 /ll! ' pl \\

11 11 a ls o l' l \i ll~ '

, I

\ ari !'l,\


( 'lid L1St 'I-s ...

a ll's , rll ; lJ l\l f< lI"l llnn , ~ a lld ill

Ir i rt n. u io n

1 1' ( h IlO l o ~ ,\



' '' p l ( ' an d in v o lv c t l u -r n m t ilt' !: .'\:!I l!t'c i si ll /l , maku u;

Il l'

1" l i ll l " o u t tha i




' \ \l'n '

:';f H ( 'IIS(oll'l'r

( 'l, lI lac I:-; ill

I {,,,! ) la s t

Y l ' ; l r : th aI \\ ; L -; Il l tllt', ll dill I H' flln· .

Th l'n ' \ \ c('c alsll Id" f1I ,\ orl"l l :l llgt·S ill (

S 'l fl t:lI kt ' l ill ,g

!3l'! n j'( '

IIH ' (' 1l;lI lg l' ill

1 1llSsio/l

S :l~ .':-


Ili\ i l 'l" , \\

11lt \ \ as

111:1 1"­ k l' l in g m a nage-r a t 11 1\ ' tim e t h » b iggl' st dl , lllg l'S

( o ok pla lT , 111ark"!ll1

g p eopl e

\ \ u u ld d v al prin cipall v w ith III '

01 '

(' h a ll l l (' j ]J ,U1I H'1 s a I l' S rep s .

\ 0 \ \ l' :-; Y m ark eu-ors c -ouununi rate din '('t

I~ wi t h th ousands

(,1' rust u Sing a \\ illl ' \ ari('(~ 111' \ ' d lid ps om er s , i lJ('h lllin g aud io , \ idl'o and print

Till' ('Ollllnun it'al JOIl 1'1 H'II S lias d"" lg('d as well , 11's

11 0\\ on p 'Lo.;sill g ah'll ,1.( pra (' ti ('al \ \ ' a,\ 's Ih at c us t o n u -rs

( a ll I IS P and l u-nvfit from ( ' SY prod ­

I ll ' l S vv rs us I liutin g tl u-

!L' ( 'hI H )lug~ -

[n:--tl 'ari ll f pr oducinu a lOO -pag p fi vld ll ~linill g m a nua l . ( 'SY m arket i ng

11 0 \ \ pr Odlll ' \ 'S a J -p a g ( ' n vw sl e t tcr

I hal gll ( 'S dir t' ('l l , \ '

10 t ill ,Ol)() u se rs wo rk l« i d l'

\\ 'h al I1m '( ' l us tome rs tli id C S Y

1'Ill I' I O." l '( ' S i l uu

[ h l '~ ' di d n't a ln'ad y k r« ) \\ ' .'

TI ll' h i g gt' s t su r p ri s e fll r a l most

('\ l 'l ;" 1I1l 1' \ \ h o \ i sil t' d ('usl on1l'I'S is

I It at f o r r iiI ' ltl ll sl pal1 ,

[h(' ~' Ii k c' t


I[]' : H!

I II I :I g n 'a l d c a l


\I L\Sl m :

If you stay in th e factory, Harry says, you on ly hea r from customers who yell and scream at you.

"T he real ­ ity is that most of the customers love u s an d a re very happy w ith what

"What never changes is the needto understand what customers value.


we're doing ," Harry says.

"I1"s pretty uplifting and exciting to hear that whe n you go out for feedbac k ."

CSY also established new guid e­ lines to focus sing le-mindedly on customers:

• Manageme nt wil l SUPPOlt you if you ta ke risks or go out on a li mb fo r cus­ tomer focus .

• "I t's not my problem" is not accept­ ab le. Do anything t.o so lve the cus­ tomer's problem, even if it means stepping around the bureaucracy or working across the organization or t he company.

• Think c reatively and try new things-you will be rewarded for it.

Despite th e new focus , CSY employ­ ees admit that t hings are far f ro m per­ fect.. The HP 3000 re mains a matu re product in a quickly changing com­ puter systems environment. However ,

O livier be lieves the product.

-which has survived a ton of techno logy changes-will continue to do well as l ong as HP list ens to customers and co nti nues t he c ustomer culture the division is wo rk ing so hard to keep vibrant ,

What are the implications of this new way of working for all of


" I view t he work done i n CSY," says



Wim Roe landts , "as

"Okay, I'll





I I "


a CSY lab engineer who devel­ ops database products, Mahesh

Vora n ever thought of visiting c ustomers.

Stone Container in Chicago a $1 billion manufacturer of pu lp, paper and corrugated boxes was one very unhappy customer,"

Mahesh says, "so you can imagine how nervous I was when we decided to visit them. But I thought, 'Okay,

I' ll go check it out.'

"It was quite upsetting to hear about some of the hardships that employees suffered when the


3000 business computer 'cras hed. '

"One manager to ld me t hat when the system went down, he had to run down 50 steps to take the orde r to manufacturing on the floor be low .

And they got mo re than 200 orders per day! That. really worried me .

And it show ed me what hig h availability really means to the customer."

At the end of the day , so meone from Stone's upper management asked Mahesh how his visit " v ou ld be different from all the other 'visits from CSY p eople. extreme ly importa nt.

I' VE' encouraged every division in eso

La adopt t he same customer-conscious approach .

It 's not j ust 'saying ' you are custome r f ocu s ed . You have to cha ngo the behav ior and t he rewa rd system as we ll. That's th e kE'Y ."

Wim says t hat in h is m any years i n t he computer systems business, h e's seen tec hnologies come and go .

CSV software engineers Chi Hwang

{center] and Mahesh Vora {rightl meet face -to-face with customer Mary Ellen

Woods from Stone .

" I t old h er that I w ould take th e e xpe rience , sh ar e it with t he r est of m y la b an d provid e th e co mpany wi th a so lutio n t o h elp run h er b usi­ n ess b etter.

" It's this kind of c us tomer ex pe­ ri ence that b uilds goo d f e elin gs b e tween t he cus tomer a nd th e l ab.

" What's r eally diff erent n ow , 1 think , i s t hat t he c ustomers' p ro b­ l em s b eco me o ur prob lems-not an yone else 's. We take r esponsibility,

" By the w ay," Ma hesh a dds , "i n

Septe m ber 1 994, w e s igne d a $3 m illion dea l wit h Stone Conta ine r.

Whe n t hat. h appen ed, all of u s-in t he l ab and i n m anufacturing-felt w e h ad a h an d in b ringing in t hat b us iness."

"Wha t n ever c hanges.' h e says,

" is t he need

10 u nder stand wha t c us­ to rners value . If we know t hat an d act on i t , w e can no t h elp b ut b e s uccessful. " M

(S llidpy G i lbert is th e commu nica­ lions mnnaqerfor HP ' s Computer

Sys tems Orqaniza tion .s-Eai tor)

May -June !!lO

G 13






Monterey Bay"


Michele Drake

MONTEREY, California -Eager youngsters watch attentively as HP retiree Ray Gand carefully picks up a bright red starfish and plan's it on the outstretched palm of a young student.

"How many arms does it have'?" asks Ray . The first -grader counts slowly, and thus begins a dialogue that involves the youngsters in a fasci­ nating, hands-on Monterey Bay Aquar­ ium exhibit called the Touch Pool.

Ray is one of a handful of HP retirees and employees who volun­ teer at the world-renowned aquarium.

For the past eight years, he has come weekly to interpret exhibits and answer visitors' questions.

HP has had more than an arm's­ length connection with the aquarium since it opened in October 1984. This

"window on Monterey Bay" was the brainchild of four marine biologists, including Dave Packard's daughter,

Nancy Burnett . Dave and Lucile

Packard gave $55 million to cover construction costs, and daughter Julie

Packard-also a marine biologist is the executive director. Dave even helped to create innovative wave machines used for three exhibits .

Behind the scenes, some 170 HP

Vectra pes help provide the aquari­ um's "life-support system" -from managing heating, ventilation and air condit ioning to controlling the pumps that allow 2,000 gallons of sea water per minute to flow into aquarium exhibits.


HP 3000 computer and

20 HP . s er.Iet printers round out the

HP family of equipment. l\1 above

One of the aquar ium's mos t popular exhibits , t he Touch

Poo l, attracts vis ito rs o f a ll ages. HP ret iree and aquar ium vol unteer Ray Gand i ntrod uce s

8 decora to r crab to th ird-grader

Sara Sch ulte a nd her mo ther, lynn, a n HP commun ications p ro ject manage r. above

E ric Cua men , seni or s ys te ms operator for the aq uar ium. m o nit o rs c rit ical exhi bit stat is­ t ics on an HP V ectra PC in t he control r oom, wh ile K it Sagen . f acilities systems coord inato r. chec ks i n on the p hone .



manager oj HP's

Personnel Communications section in Corporate Personnel, also


a vol­ unteer at



14 ~1EASl'RE


- - - - - - -

Aquarium biologists have pio­ neered the husbandry and exhibition of jellyfish . "Planet of the Jellies" was one of the aquarium's most popular spe­ cial exhibitions, introducing visitors to a variety of these delicate animals . above

Breakfast, anyone? John

Digirolamo , animal food tech­ nician, selects ingredients from the huge stainless steel refriger­ ator in the aquarium's kitchen.

Breakfast selections include chopped squid, anchovies, and small and large smelt . above

- - - - - - - - - - -

Feedings at the otter exhibit draw crowds of visitors .

Roscoe, Goldie and Hailey , the aquarium's resident California sea otters, were rescued as orphaned pups and raised by aquarium staff and volunteers .

May-J un e 1 995




16 I\IEASl'RE t op

Several aquarium exhibits encourage touching . Here. chil­ dren feel the dense fur on a sea otter pelt while hearing from aquarium volunteers (from left]

Ardelle Gilbert. Pam Norris and

Michele Drake. HP Personnel

Communications manager . above

The dramatic lionfish is one of the stars at the aquarium's cur­ rent special exhibition. HDeadly

Beauties .


A native of tropical coral reefs. the lionfish threat­ ens possible predators with 18 long, venomous spines . left

Executive Director Julie Packard manages the nonprofit, self· supporting aquarium, which has attracted 18 million visitors since it opened in October 1984 .

Julie is a marine biologist and daughter of HP co-founder Dave



- - - - - - - - - - -

Construction equipment stands in the partially completed area of the aquarium's new wing that eventually will house one of the largest exhibits of jelly­ fish in the world. HP has contrib­ uted 52 million to the expansion

t he first Corporate contribu­ tion to the aquarium. above

In March 1996, the aquarium will open the first phase of its

557 million expansion. The new wing will expand exhibit space by 50 percent and showcase marine life from the outer bay waters. including open-ocean sharks, ocean sunfish. green sell turtles and schools of vel­ lowfin tuna.

\ta y-J

1I ne

1\I f1~ 17


retiree Nancy Lem gets to meet Ugreat people"

and give something back to the com­ munity as a volunteer for the Chinese Community Center of the Peninsula.

Buddy, can you spare some time?


Melinda Sacks

Hundreds of retired HP employees share their time and knowledge as community volunteers.

\"mH'Y Lem remembers

IH'r first joh


<; a volunteer as if it

WNt' vesterda y,

Shr- was only a little girl during

World War" when lu-r mother took her by the hand and introduced her to the idea Ill' doing for others

Every week mother and daughter would go to thv local Rpd Cross lo help make bandages for wounded soldiers ,

But \'Ul(, .\' never realized how those hours spent at 11('1" mother 's side would affect hvr later in life

"!\l~ ' mother volunteered almost until her death." sa ,"s

\,u\('y , who retired from 111'\\ leu-Packard in l!l$l\ after a


('ar\,(') ', most n'Cl'1l11~ '

,L'> a man

­ ager in the Tochnk-al Information Con ­ tor in

( 'Up('11 ino . California . ' ·1 guess 1 always knew that when l rvrired I'd eventually do

SOIlW volunteer work."

Liule did \allcy kno« thai

~IH' would h('cotlH' so enmeshed in hor second career that she would spend half of every wee k going from


\ '01­ unreer job to rhe


There is her work as

\WE:' president of the Chinese

Community Center of the Peninsula,

There is ushering at the beautiful


Mountain View Center [or Performing

Arts And then there are the after ­ noons spent refurbishing science kits for elementarv school children .

I1's a busier schedule than Xancy ever imagined she'd haw after

!C'H\' ­ ing her full-time joh at Hl' . But she wouldn't ha ve it any other way.

"I g<>t out to meet great people." slw savs , "and I feel I'm gi\lng back to the r-ommunitv ."

It is a sentiment shared by hun ­ dreds of retired HP E'mp]oypes. who make lip a burgeoning population of volunteers gi\ing time

10 everything from t('aching robotics to first


18 MEA Sl RE

to offering peer support for newly diagnosed cancer victims. Across the nation , HP retirees are wholeheart­ edly embracing the volunteer lifestyle.

"It is not one-sided," explains

Connie D'Andrea, former general accounting manager for HP's Micro­ wave Semiconductor Division, who is involved in Project Read, an adult literacy program. "I think I probably get more out of it than I put in,"

The idea of volunteering during retirement is not a new one, but it is, in many ways, an idea whose time has come. In this decade of budget hard­ ships, funding cuts to social programs and growing community need , volun­ teers can fill an important niche. It is something HP retirees have been doing for years, says Carol Anderson, manager of HP's employee and com­ munity programs, But now the volun­ teers have HP's organized support.

In August 1994, HP invited retirees in the San Francisco Bay Area to the kickoff of the Hewlett-Packard

Retiree Volunteers (HPRV), a program modeled after the National Retiree

Volunteer Coalition's (NRVC) pro­ gram. HP is the first company that the

NRVC has organized west of the Mis­

"I've meta lot of terrific people and


been a great experience



sissippi River, Based in Minneapolis,

Minnesota , the NRVC believes that. retirees are a tremendous untapped resource. The intent of the organized volunteer effort is to improve the quality of life through volunteer efforts of retirees.

Hilde Harris, a former HP personnel manager, works with seven students, including Sergio

Villaba, at Hubbard Elementary School in San Jose, California.

In its first year , more than 150 retired HP employees contribut.ed almost 2,500 volunteer hours to numerous community agencies through the HPRV program. HPRV is driven by the retirees themselves, who outlined the areas of education, health and human services, and the environment a'> their major interests .

"They didn't just say, 'You should volunteer,' hut they gave specific names of projects and dates they needed people," Connie recalls. " I thought to myself , ' I can do that.' "

Even though Connie already was volunteering on her own at Project

Read and for the California Council for the Arts in Palo Alto , she became intrigued by one of the s chool pro­ jects introduced at the EPRV meeting.

"I 'd spent my whole life working with numbers ," she says , "so I decided it would be rewarding to work with children for a change ,"

Connie offered to give some time and she's been hooked on her work to the Hubbard Elementary School project , there ever since. Located in a poor area in San Jose, Hubbard desperately needed tutors to help with reading, English is a second language for most Hubbard children , so Connie and her co-workers faced several challenges ,

"I go and read to the children," she says . "It's almost embarrassing how grateful they are. I've met a lot of terrific people and it's been a great experience .


Like Cormie, Hilde Harris has found the work at Hubbard more exciting and engaging than she ever imagined it would be. A fanner personnel manager for HP's corporate offices, Hilde retired in 1991. She has focused her attention at Hubbard on seven children , each of whom she works with individually . For months, she says, all but one little girl

''''ere progressmg.

May-June 199 5 19

Spare some time?

In Loveland. Colorado, cancer survivors Don and Marilyn Knight volunteer with Cansur­ mount, a support group that lets patients know that they can live. too ,

"Sh e was trying so hard and I

W(l.'i really gf'tting discouraged," 1lilde admits . "Lo and behold, 1 was ohs erv­ ing her

OIl(' day and I not in'd she

W,L'i trying to hide th e fa ct that shrr e all y couldn't see . She noeded g1<L'iSes!"

Hilde tri ed holding the paper she had ask ed the litt [(' g irl to read right up to the c hild's far-e . and suddenly th e girl' s eyes lit up becau se sill' could road t he letters , " T h e poor thing ," Hilde sa ys,

"I told h er. ' Yo u ne ed glass es,' and s he said , 'I know, bu t my mom can't afford thorn .' ..

Hilde went straight to the sc ho o l administr ation to inquire h ow th ey could help . The glasse s haw 1 H'f'!1 ord ered through th e sch o ol. But if the y don 't arrive soo n , Hilde says . " I'm going ro go out a n d bu y them myself ."

For Al an

Marston , a comput e r design retiree from lIP

Labs , working with children als o has proven lo Ill' a rewarding experience. Ill' has k epi busy after retirement hy volunte ering for thre e hands -on s cielKl' plo ,k ets through

EPR\ '


r like leaching pt 'oplt' things and ('hildr en ar e lll(H'h mort ' f'nthusia .o.;tic than adults ," Alan s ays .

Th p engine l' l"l Lll1wd·tp al'l 1l'r can he f ound

OIW morning a

\H '<'k at tlw Los

Altos (( 'ulilurnia I Public Lihrarv and a sl'comlllHltlllng wel'kl~ at :\:\S:\ i

Ames' Aerosp,u 'P


1If' also was involved in Projvrt Jason, a s('j· eIH '(' p(hwalion pro.!p( '1 funck-d h~ ' a federal gl an


Alan has lu-lped fourth -

[0 pighrh­ grade st udorus from around Ihe Bav

Area with such act ivit ir-s as looking at tho moon of Jupiter wit h an infrared

1t'll'S('olJ<' and

PH'n opt'ral ing a

IT,Ull' to lowe-r a prohe into an aeti\('

\'01 ­ t' ,U\O ill



IS ,

,\l<U1 says. the kind of s('il'n('p thai is memorable .

Tilt' J.(liHI relin't's li\ 'ing in tIl('


Area n-prr-a-nt lilt' largesl potential

[II' volunteer forct' , But H P n'( il I'( 'S from l'\'('l;' pan of llH' count r yan' gl\ing t lu-ir l inu: and


In Lo wland. ( "(dorado, Don and

Marilyn h:.nighl hav t' dt '\ 't'!oped a ru-t­

\\ ork of nl'\\ Iru-nds as a result of what lwgan



1l1\ 'Oln'IlWI11 in lilt' lo cal Cancer Socil 'l~ ' progralll­

Cansurrnount , When 1ion rvt ired

,L'i a managl'l' of programming infol1natiol) in l!lSS, hI' wa ..

'-; looking forward to Ihl' fl'<'t:' 1illl<' hI' and his \\ ifl' \\ null! l'l\jf

J~ .

BUI nolhing had quill ' pn'pan'd lilt'

Knighls to dl'al with lht' l '(l[H'l'r

IIlllh would gt'l, :\()\\ ', Don sa~ 's,

Ill' looks hat' k and \\ ishr-s t he-ro had br-on a

Cansurmount s u p p o rt ] WfSOn for him ,

"TIll' program sends p eopl e wh o have had c an ce r to visi! newly diag­ nos ed p eople o r those with a recur­ r enee ." non explains ";\l y \\ ifl ' a n d I a rt' both cancer survivors , s o w e are able

10 let people know w e 'v e liv ed through c-ancer. aIHI thev can , too ,"

Iron says lu-ll alv, ays rem ember

(he r-xpononcc of going

10 v isit a man who had just

1)(-' ('11 diagnos ed with 111<:' s am« kind o f c a n ce r

;I"'; his own.

H e

\\ , L'-;

"about road y to hang it up.' Don savs . "Lotting him know I'd gon e through tilt' sam e thing , and that he

W ,L'i go ing t o b e able to handle it ju st

I urnod th ings a ro u nd , "

Th e d esire to m ake a diff erence is tho c-ommon them e for IIP retire es, wlu-tht-r

[lw~ h an'

SjWIH just a Iew hours at a food kitch en during tho holiday season or mad e volunteering a r egular purt oj' pn'I7' day .

"Th e volunteer \\ ork has b een gn·a1." s ays Gu s Vclardocchi , secti on

"Letting him know that I'd gone through the same thing,


just turned things around ."

manager from A nd ov e r,

:'lassa c))uspt!..,;, un: il h e r ei ir ed from lIP a frr-r-l-l

~ pars , "I e njo y the e -xp e rience and ] like th e fact that I s l a~ ill t ouch with fo rm e r asso ciau-s . [ wouldn 't h av e it a n ~ oth er

W;I < '


I .\I I'/ i l/(I((

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20 \IEAst ' H ~ :


egular readers of my letter to employees in


know that for several months I've urged employees to examine their jobs and either reduce or elimi­ nate elements of their job that don 't really add value to the organization .

So I thought you'd like to know that HP's Management Staff has done just that.

Beginning right now-May 1995­ we're canceling the on-site organiza­ tion reviews that we previously con­ ducted each year. Some of you will question why we're doing away with a long-standing practice. Let me give you some perspective and explain our decision.

Long-time employees probably know that our co-founders, Bill

Hewlett and Dave Packard, began site business reviews in the 1960s. In those days , the reviews were division reviews, and they gave Bill and Dave and the other top executives a way to monitor the progress of HP 's growing and diverse businesses.

The reviews also were a good way to keep in close touch with employ­ ees. In fact, the co-founders insisted on scheduling time to walk the pro­ duction lines and 'visit with e mployees in many departments. So the trips to various sites were , in a sense,


reviews in addition to being


reviews . Over time, the nature of the reviews has changed dramatically, just as HP has changed. Division reviews became group reviews and group reviews evolved into organiza­ tion reviews. Today, a few HP sites have half as many employees as the entire company did 30 years ago.

And as HP became larger and our businesses more complex , the content of the reviews has become more supertidal .

There just isn 't time today to review the organizations in one or two days with the depth and quality of the division reviews of 30 years ago .

These reviews ar en't trivial matters.

Literally hundreds of people-perhaps you 've been among them-help the organizations prepare for these 'visits.

And, in the process, they've become much more formal . The reviews are interesting, but when the Management

Staff examined recently if any major business decisions were being made as a result of the organization reviews, the answer was "No ."

When we really thought about why we conduct organization reviews , we concluded we did them because we've always done them.

To me, the biggest negative is that today's reviews don't allow for a rich interchange with employees. The management team flies in, we go to the site, eat breakfast, lunch and din­ ner on-site and sp end practically the entire time huddled in a conference room . We usually schedule time for

"For me, the savings means that I can schedule more informal site visits. "

an employee coffee talk , but I can 't remember the last review when I had time to walk through the manufactur ­ ing area or through accounting, mar ­ keting or any other department ,

Will we still have business reviews?

Certainly . They'll just become part of our regular monthly Managem ent

Staff meetings in Palo Alto. In fact , they should be more valuable reviews

Jo-Ann Butler. Corporate small businessl sales support manager, talks with CEO Lew

Platt prior to Lew's discussion with the U .S.

Minority Business program managers . because we 'll concentrate more on cross-business matters such as pene ­ trating the telecommunications indus­ try, interactive multimedia and video.

Doing away with on-site organiza­ tion reviews will mean that the Man­ agement Staff wiII save 15 days a year in travel and meeting time. The heads of our businesses now wiII have the time to visit their own sites more often .

For me , the savings means that I can schedule more informal site visits where I can really interact with employ­ ees . For example, in November , I spent an entire day with employees in Waltham and Andover, Massachu­ setts. I had breakfast , attended a site closing event, judged a baking con­ test, handed out a President 's Quality

Award, attended a coffee talk and wandered around, talking with employees for 10 or 11 hours.

By the end of the day I had come in contact with about ;3,000 people. That's a lot more rewarding experience than a 30­ minute employee coffee talk stuffed into the middle of an all-day on-site organization review.

Organization reviews served their purpose well for a number of years , but it's important to know when it's time to change. That's a lesson we all need to remember.

May -June 1 995



A 3D-year


employee chronicles Colorado's bizarre and eccentric past in his own version of History Lite.


Part engineer , part entertainer , Ken Jessen has spent much

01 his 30 -year HP career moon lighting as an author of books about the Old West , includ ing

Bizarre Colorado ,



G r e gg



(in a strange sort of way)



J) ,

Culoradn -i-Harry Spe](-!'. also known as ( 'olorado 's Apeman . did not hax (' a hath for l~ yt'al"", while chained up hy his nHH her in a lllOUII­ lain cabin

Colorado 's only functioning 1\\ 0 ­ story outhouse stands proudly in tilt'

Crestt-d Buue Senior

( 't 'llll'r

\Ialtie Silks and Kau-

Fulton , t


Denver madams of thr IS/Os, tripe! to gun each other dOWII 11\ a dud at tilt'

Olympic (ianll'ns .

TIH' chronicler of

{!I('S(' and ot her straJlgl' facts about Colorado is KI'Il


lr-s se n. an

Ill' l'ngiIH'l'l" who

I'arns pan of his ('orp' )ratl' pa,\ ("]H'ck w r it ing about topu:s such


I til' worlds most acc-urato high -resolution intr-grat ing volt met


'1l1£' fact that litis 30-y£'iU' lIP veteran, a

SI'l'fllil1gly ' mild-mannered engineer, spends so much time delving into the

American West's eccentric past is, . well, bizarre

"( )lIe part of me is an engineer, ,. says the bespectacled, gray-haired lpchip , "Another pari (If me is an enl ert airu-r ..

This elltpI1aillt"'-s busi­



Sf at

PS that he is the project manager in the tolecom group for rho

Xlanufucruriug Test Division in Lox e­ land . Colorado


~IE:\Sl -RE

Ken has entertained thousands of readers as author of five books , three booklets and more than 250 magazine articles and newspaper columns. Most of his writing outside of HP revolves around the history of the colorful

American West.

"Some people hike or ski or paint outside of work," Ken says. "I write. It is recreation for me."

His two most recent books are titled Bizarre Colorado and Ecc



When many people think of history , they think of weighty textbooks and solemn teachers. To the delight of readers and the horror of history pro­ fessors, Ken eliminates the scholarly calories and concocts his

0""''Il version of History Lite.

"I popularize history and make it fun and entertaining, " Ken says. "I like to take something that is raw mate­ rial , not terribly interesting at first glance , and mold it into something that is easy to read . 1 anl drawn to the strange and unusual parts of history."

But don't get the idea that Ken plays fast and loose with the facts. In fact , he is as fastidious with his historical research as an engineer testing a hypothesis.

Ken's free time is consumed by research as he pores over yellowed court records , newspaper articles and history books. "I'm faithful to the source material," he says .

For instance, he won't sayan event occurred on a warm day unless he can verify that fact. "I don't embellish any­ thing. This isn't fiction. If 1 speculate on something, I'll tell the reader that's what I'm doing ."

Ken's books are written for people too busy for heavy reading.

Bizarr e


olorado, for example , comprises 42 snippets of history , each story told in about 800 words. "I find out about interesting things and tell the story with a minimum number of words for maximum impact ," Ken says. "I'm the book layout , which includes photographs and illustrations with h is own credit lin e.

Like all good HP employees, Ken tries to create what the customer after history that sounds and looks like CNN , offering historical sound bites that can be understood and appreciated. "

Keeping with that user-friendly phi­ losophy,

Bizarr e

Colorado is printed in large type , includes many graphic elements and has lot.s of white space.

Ken, who now publishes his work as owner of J.V

. Publications, designs wants. "I hang out with my read ers to find out what they find fascinating and what they find boring," he says,

As a member of numerous historical groups, Ken has found they want his­ tory in bite-sized , palatable chunks.

Growing up in New Jersey , Ken had given little thought to American West history . That. changed when he went to the University of Utah in the late

1950s and early '60s.

"It intrigued me that the area was settled without much structure," he says." There were few laws, so people had to make things up as they went.

A shave and hot bath will do him wonders

Sheriff Ri th e stori cnards es of a r ealized wild that man were true. He pried th e padlock off the d oor, and as the door swung op en, the offi cers stepp ed into

Settlers had to create solutions that had never been tried before."

Something else about the Wild

West impresses Ken. "Those people were tremendous risk takers , willing to j eopardize their energy, money and life to reach some kind of goal ." He adds, "Not many people today are

the cabin . The sun hurt the wild man's ey es aft er a doz en u ears

willing to gamble like they did ."

While Ken respects the settlers of

o f living in darkn ess, Hi s f ang­

, he wouldn't have

lik e t eeth gl'itt eTed as

C olorado's

wanted to join them . "Living back

ap eman, Harru B eeler, bl inked

then, without today's amenities ,

at the s un.

would be like going camping every

"B e has n't had a s ti t en o f

day." He prefers life in the 1990s , com­

clothes o n h im f or J


y ears , "

plete with computers and libraries.

Mr s. B eeler re lated t o the o ffi­ ce rs, " bu t eve ry n ight J u ient

because of Ken 's creative, entertaining

o u t aft er h e we nt t o sle ep and

side, he would have gotten his kicks

thr ew a blank et ove r him .

hanging out. with the Apeman and

Harry i s a good b oy, Sh eriff.

other crazy Colorado characters. M

and I l ove h im .


-Co lorado's Ap eman f ro m

B i zarre Co lorado

(Gregg Piburn , aformer HP commu ­ ni cations nuuuut er, i s a produ ct oj th e bizarre American Wesl.-Edilor)

May-Jun e 19 95 23

By Mary Anne Easley

HP's recently announced stock split isthe first in 12 years and only the sixth in company history. So just why

does a stock split?

HP's 50.000 employee-shareholders welcomed t he decision of the com­ pany's board of directors on February

16 to split the company's stock two­ for-one effective March 24 .

The stock price had been above

$100 a share for more than a month. following its steady climb from the

570 range since August 1994. Many employees had begun to speculate­ and some even asked members of top management -about the possibility of a stock split.

Why is a stock split so appealing to employees and other investors'? And why did HP's hoard agree it was a good time for a stock split'?

Stock splits are a complex subject. but it all starts with making a stock available to the greatest number of buyers and sellers .

"When you look at the market.

~ says

Executive Vir-e

President and

Chief Financial OffiCN Bob Wayman. who is also a board member .

"you'll notice that stocks of many of the widely held and most-admired com­ panies generally trade in the $40 and

560 range . We want HP stock to be attractive to as many potential inves­ tors as possible. and especially to HP employees .


Bob adds, "When it comes to stock. there's a part of the market that thinks high-priced means overpriced, and they don't want to trade in those stocks. There 's a psychological effect that keeps some people from consid­ ering a Slack -any stock-above a certain price."

Assistant Secretary and Managing

Counsel Ann Baskins agrees. "A per­ sharp price of $100 can be a psycho­ logical limit . Many companies that want their stock to have broad appeal to potential investors think 8100 is too high. Of course, many other com­ panies do not think it's important to split the stock when it reaches a cer­ tain level."

September 25.1960



February 25,


2 -for-1



1965 1 70


HP's stock has split six times since the companv's first public stock offering in November 1957 (price indicated is before split) .



M ay-June 1 995

1. How mu ch of this issue did you read ? o

All of i t


A fe..

v articl es

0 Most of it


Ju st look ed at th e photos


About half

0 Non e o f it


Please rate the following articles b etween

1 and 4 with

1 bein g "very int eresting" and

4 being " not interesting at all.


Inter esting






Doing the right thing

" I like running fast"

Through the eyes of th e custom er

A "window on Monter ey Bay"

Buddy, c an you spar e some time?

Just the righ t time






: :J










, :J




L etter from Lew Platt

(People ) How th

Your tum e Wes t was f un










3 . What comments or suggestions for fu ture stori es or photo features do you have?

Not at all












4 . HP location:

If possi ble .

pl ease return t hro ugh int eroffi ce m ail


Printed o n r e cycl ed p aper with veg et able -ba s ed i nk

Jay Coleman, Editor



Interoffice mail-MSt20BR


Hanover Street

Palo Alto, California 94304·1185


Ann says

111(' board ('onsidl'n'd many factors in making llw dl'dsion .



JIll' tiling , last year \\ as a hannr-r year fOI III' and 1111' compan v also had a

1J<IIHU e'l firsl quarte-r in


i , III adcli ­ lion , tlu- stock price was al all all-tuuc high , SI1(' says, " It re a lly

SI'(')l\l'eI like till' righl time for a split .


SOIll(' im (' ..

sl ors viow a s p li t as a vote of confJdl'Il(,( ' ill

111(' stock by till' hoard .

The anI10UIH'('nH "1I1 also has

1111' benefit of drawing aru-nt iou to

11)(' c o m p any , and c-ouple-d wil h til<'

11 ow,

IOKe!' pric :«, it may at

1 racl new inve -stors .

A split also bl'I1l'l'ils I'lllployl'l

L shan-holders, most of \\ hom

\lllrcll,l<';l' the-ir shares through thl' Etuployi« :


Purchase Plan, WIl('lI r hv slock pric-e i s high , it

('an t ako

I'mploYI 'I 's

\\ -110 invest small amounts more than

0111' quart

('I' to purt -haso tI\(' rt -quin-d two shares

10 g!'1 1111' on e-share

1'0))) ' pany match .

TIlI'~ ' dcfinitolv

)wllel'il from rlulowe r prirv ,


1111' ad\ 'arllagl's,

1111')'( ' IS

<It lvnst

IJ[\(' downside 10 a stock splil ­ till' adrninisl rat i ve c o s ls, Financial

Program SU)JI'I'\'isor Teresa Allen and her colleagues in 11ll' Sllarl'l1o[dl'l'

I{I' ('ords lh'partn1l'111

0\ " 1'1' the

II l'Xl

The HP stock split is good news for shareholders, says Ann Baskins

(left), assistant secre · tary and managing counsel, but a challenge for Teresa Allen from Shareholder Records, fe-w months will direc-t Ilw

\'oslly prin1ing and Illailing o f :l:~ ,IHI() 111'\\ s t oc-k

{"I'rt ifjc(\tl'-; rot

7 :1 ,1 H)O xlum ­ holders ol !'I'l 'ord ( I his dOl' S not include shan's lu-Id by l'nlpl oyl 'p" in book-vnt ry ;IC 'I'olln1s ) .

TIlI'n ' an' al so stork

I' xch,lllgl' fl '( 'S and prograllll1ling f(' ps al

IIP 's

1 runs ­

Ior agpnt , l

Iarris Bank in ( 'hic(\g<

I . to

<Iltiusl 1' ;J('h 1'1Ilployl'l"s houk-c-ntry


, 1IHI disrrihuu n -vi sr -d suuo ­ nu-nt s , l lowovr -r . complainrs about co ;;!s

. if a nv, l1a\'I'I)('I'11 drowne-d out hy the positive reaction to the split. 1\1



-.. .-1 oJ



June 27,




June 17,




August 1,




March 24, 1995

2 -for-1



1 980

1 985

1 99;,

\ 1<1 : l uru-

1 1l ;1 ~ , 25


Moving forward

It was refreshing to see

IIw articles on "Where do I go from hen' ?" and

LE'w Platt's thoughts on career self­ reliance .

In nearly 30 years with lIP

I've worked in seven Bay Area divisions, had four engineering positions and three supervision/management posi ­ tions in rnanufact uring, facilit ies and


Being excessed for the past four months has been very difficult, hut

I look at this opportunity as a career change for new challenges,

The comments about flexibility. change and agility are vital career qualities that truly apply in my situa­ tion, I even opened an additional career option into marketing and just completed two certificate programs in marketing at the Lniversity of

California at Santa Cruz . More impor­ tantly,

Lew's article mentioned recur­ ring themes about hard work. tenacity, getting outside your

"comfort zone" and taking control of your career,



articles haw given me renewed energy and persistence to move forward and seek better career opportunities at

HP ,

May luck be with me!


Palo Alto , California

Time for



Thank you for the article "Where do I go from here?" I enjoyed reading about :\liguel Avila ami Susan Crocker 's success . However , I enjoyed


Lew P latt's message even more .

I've just decided to make a career change . I'm leming

Corporate Quality

(where Susan and I work od togf'tlwr) to work for HP

Labs Site


The new position offers many gn'at opportunit ips for skills enhancement

Low's message reinforces my decision to make a change in Illy rarocr. :l.l<my thanks to Lew

A gain . thank you for printing the artlcle-i-and tilt' cover is outst..uuling



Palo Alto, California


serious offense


I haw been on Ion-ign assign­ ruent in Asia lor man' [han six years and immersed


.Iapanese cultur e,

I was deliglued to spp an article in

ME '\Si R1::

about global (other) cul­ tures

You did make

OIIP largE' mistake with regard to tlw .Iapanese rultun­ nIP drawing of t!w rice howl and chopstic -ks on pages l;~ and ;lI

IS a serious offense . Chopsrk-ks are not to

1)(' stuck into food or left sticking into food~ 'sJII'( 'illlf .11 in lin' bowls This is only done for the d('('p(lspd at fum-nil

( m em o r ial ) ( 'prp\llonit>s

KE~ U )[)(iE




la pan

Thu uk» fen: 0/1 ' r 'I/II/1

}t/I lrsso,«. KeN ,


I"( 'yt"t'l



i,~Ir1kl' . -D!


It's the Scots, not Scotch

I 'pd tilt' (;lobal I.

Q Test , but han' a comment concerning question

~o , l-t

<UHI its answer .

The peo ple of Scotland are called

"Scots " and sometimes "Scottish ,"

However, " Sc o tc h" is



<UHI should not he used to describe us,

Scotch is that stuff that comes out of a boll Ie!


Queensferry, Scotland



uco prillwr ,lllI'riling

, ~ I ,Ij/l '

[1// idr's -

TIl{' Associated




Webster's Sew World lliclionary-dU/i'l"

un tlurt point, .''iF

Sf/ y .'-'


h nt


(II i I'r'S




"01'1' not th« S('()I( 'II "WebsIN's Sf/Ys

Scotch is

(/11 fldjrcfil'r' tha!





IWO/I!I'. or

Owi r


U!I/(alje Ot cui ­

II/I'f ',


Wp'rl' sorry


.1101/ 01' 0111('1"



(~a(·lIded.-f.:d i


A matter of priorities

As long as you keep the priorities straight (drink first l, then the Brit ish don't actually dislike talking about busmess at the end of the day as long as the \\ ork has stopped , On the other

IHUld , being Welsh , I could easily look such a slur on the English, over­

I should warn you about calling our friends at the Queensfr-rrv Telecom

Division "S('ot ('11, ~ At least if the bot­ tit's full they won't throw it at you'



Bristol. England

Mums the word

I found the March -April




J-lm11('1IIarl~ ' interesting and t'tUlIyablt, for its wid« , 'arit'ty of arti l'!ps, but I was amused-c-as an expa­ rriare Englishman -c-ar \11(' us» of the word "mums" in the global


. quiz

26 ~IEAS(


Mum, as far as I know, only has the meaning of "mother" (American

"mom") in the United Kingdom, and never is used as an abbreviation for chrysanthemum. There are now prob­ ably a few puzzled HP people across the "pond" and in the rest of the non­

U.S. HP world.

Thanks again for an excellent publication.


Atlanta, Georgia

Are you sure?

That quiz was great fun! However, perhaps you should test your own global I.Q.

In question No.1, the answer depends on clock being a homonym of being at a loved one 's deathbed, but you never say which of the sundry dialects of Chinese this is for . I'm white and I can name a half-dozen

Chinese dialects; I can't believe that the answer holds true in all of them.


San Diego. California



or not



Your article "What's your global I.Q.?" was interesting. However , I'd like to point out a semantics problem.

The term "I.Q

." means intelligence quotient and it is supposed to be a measure of a person's innat.e intelli ­ gence compared to that of the popu ­ lation at large. What your mini-test is really measuring is your


of other countries' cultures. The pseudo­ term "global I.Q." is not only a mis­ nomer, it is inaccurate.

I enjoy reading every issue of


Keep it up!


Cupertino , California

Yes, you're right, but "What's your knowledge of other countries' cul­ tures'!" just doesn't have the same ring to it as "global J.Q


" <-Editor

According to Janel Mehlhop, new­ business development manager for

YAR Communications, Inc., which originated the test. Matt is right when referring to several dialects

' in the Chinese language. Houieier, when song (to give) and zhong


clock) are combined, it sounds like a set phrase that can mean the han­ of a senior's funereal q[fa .irs.

Janet adds that, regardless of the meaning or dialect .

used, it's a cul­ tural "taboo'in China and in Chi­ nese communities around the world to give a clock as a


any occa­


A lot



Twelve out of 31! I confess that this is my score on the global I.Q. test.

I blushed when I realized how little

I know about the world where I live.

I've never been to America, Japan,

Spain, Singapore or other foreign countries. Can it be an excuse? No .

This is a matter of attitude and interest,

I thank


for making me aware of this fact. And I want. to say that it might be worth adding a question about my country , Korea , next. time.




Seoul , Korea

You had


be there

An earthquake struck my hometown in Amagasaki near Kobe, Japan. where my mother is living alone . I went back that weekend and I was surprised that the condition of the people in the stricken area was more appalling than what I saw in visual media such as TV , newspapers and so on in Tokyo .

It seems real to me that visual media are very strong for reporting, but the five senses are more than a match for them.

I think it is difficult to express senses such as touch or hearing. I expect and am looking forward 1.0 the reports of


t.o be more real­ istic and vivid.


Hachioji, Japan



misspelled Siang

Liem's name in the March-April

1995 edition. We regret the errol'.


Please send mail

Do you have comments about something you've read in



Send us your thoughts.

If we publish your letter, you'll receive a free



(one size fits most) .

Send your comments to


Editor Jay Coleman

(the fax number and address are on page 3) . Please limit your let­ ter to about 150 words, sign your name and give your location . We reserve the right to edit letters .

May-June 10 f·E' 27



Kathleen Whelan gives Mike Overly

(left photol a hands-on demonstration of the Cardiovascular Imaging System, while

David Reinhardt and his daughter, Kathryn, inspec:t an HP light-emitting diode display.

A fair to remember


Move over. coffee talks. beer busts and HP picnics, here comes the latest in employee gatherings ­ employee product fairs.

About 285 people attended the Indianapolis sales office's

"Hoosier Hysteria" fair, which was open only to HP employees, spouses and families.

Attendees could perform an ultrasound on their caro­ tid artery using HP ultra ­ sound equipment; analyze dirt and water using a mass spectrometer ; scan and print their favorite family photo with

HP's new Color

LaserJet printer; "surf" the

Internet on an HP work ­ station; press buttons and see LEDs brightly glow ; and examine the inside of an HP

Vectra Pf' ,

The Test and Measure­ ment Organization showed off the durability of its products by conducting hearing tests using an oscil ­ lator from 1939 .

"The fair really pulled the office together," says

Charla Ireland, branch sales support supervisor and an event coordinator.


thanks Dan

Romaniak, communica­ tions rep for the U.S. Field

Operations.for this report.


HP's Michel Benard (center) and CERN's Robert Caillian introduced

G7 leaders and the media to the Internet in the World Wide Web Cafe.

View from above

As the world careens down the still-incomplete Infor­ mation Superhighway , a G7

Ministerial Conference was held in Brussels, Belgium , in late February to discuss global information infra­ structure issues. Leaders of seven major countries also had a first-hand look at some practical demonstra­ tions of what is now possi­ ble and what lies ahead .

Touring the showcase of

140 demos were European

U nion Commission Presi ­ dent Jacques Delors and

L i.S


Vice President AI Gore and other dignitaries, along with 1,500journalists from around the world .

HP had a hand in four of the demos-two of which were chosen to be shown to the distinguished Visitors.

The demos depicted the exchange of information from many locations during a cardiac emergency. and compiling data about the environment (such as the disappearing rain forests ).

And in the World Wide

Web Cafe, sponsored by

CERN with help from HP. delegates could have a cup of coffee and access the



Celebrity status for inventors

Co-founders Dave Packard and Bill Hewlett have been showered with honors over the years. But there was something special about the

Lifetime Achievement Award from The Lemelson-Ml'I'

Prize Program that was added to their collections on March 29.

In establishing the prize program, independent inven­ tor Jerome


Lem elson and his wife

Dorothy wanted to have inventors and engi ­ neers held in the same high regard as sports and film celebrities . Lemelson him ­ self holds 478 U.S

. patents

-the most of any living inventor -for such inven­ tions as industrial robots and the tape driv e used in most audio tape cassettes.

Co-founders Bill Hewlett and Dave Packard, who received the first MIT -sponsored Lifetime Achievement

Award, enjoy a light moment during a visit to the Tech Museum of Innovation in San Jose, California.

He wants to d evelop the next generation of Thomas

Edisons, and funds the

Smithsonian Institution 's

Hands-On-Science Center along with several teams of college student -inventors.

This was the first year for awards by the program, which is run by the Massa­ chusetts Institute of Tech­ nology. Induded ' was a

$ 500,000 prize to an indi ­ vidual for excell ence in creativity , invention and/or innovation -which went to

William Bolander, a General

Motors engineer .

HP's co-founders were cited for both their techni­ cal inventiveness and their establishment of th e HP management pro cess.

As th e head of the MIT sel ection c ommitt ee said,

"They set the standard for the kind of flexible, humane work environment that fos­ ters both e ffective teamwork and individual achievement."

Theresa Hagerman's family cherishes the items left behind by her famous late father,

Henry Jordan,

A Father's Day memory

To Theresa Hagerman ,

Computer Products Organi­ zation account manag er in

HP 's Las Colinas offi ce in

Irving, Texas, Henry Jordan wasn't just a football leg­ end . "He was a great dad."

On July 29, the famed defensive tackle of the Green

Bay (Wisconsin ) Packers will be induct ed into the Pro

Football Hall of Fame , and no one will be more proud than Theresa .

Theresa 's fath er, who played during the Packers' football dynasty during the

1960s, died in 1977 when she was 16 . She will att end the Hall of Fame ce r emo n­ ies with her husband , son and other members of her family .

"In the early days in

Gr een Bay , people thought of th e Packers as transients, , ­

Th eresa says. "There would be signs in apartment com­ plexes that s aid, ' No pets , no parties , no Packers .'

Fortunately, my father shielded us from issues sur­ rounding celebrity. I feel lucky to have had him in my life . His guidance and exampl e still influence me .

The induction will be a ve ry sp ecial moment for all of us .




With HP's help, burrOWing owls have a new home near the

Newark, California, parking lot.

This space reserved for owls

NEWARK, Califomia-The

C omm unications

Compo­ nents Division (CMCD) facility in Newark, California, has gone to the birds . liter­ ally .

I n fact, two comers of th e employee parking lot now are reserved for bur­ rowing owls .

Employees first noticed the owls, which are protected under state and federal law, at the site a couple of years ago. The birds like wide ­ open space (easier to catch dinne r that way) and live in abandoned squirrel holes.

When HP was ready to expand the site parking lot. the original plans would have destroyed all of the owl homes.

In an effort to work with its feathered friends, HP altered the parking lot design to save one of the owls' existing habitats . The company constructed an artificial habitat for the owls to use.

A local construction company donated the home furnishings (plastic box and pipe). and HP employees volunteered to bury the box and pipe under a mound of dirt and wood chips .

Lynne Reardon, HP envi­ ronmerual specialist at the

Newark site, spearheaded the effort and is crossing her fingers that the owls

\0\;11 enjoy their new home .


tlumks Sal/dy

Foql«: Components Group commu nicator .Torth


SIOl:/I, )




The board of directors announced a tw o-for-one stock split



W, the first such split since


(sr-o page ~-l) .

Shareholders of record as of

~ larch 2-1 received one new s hare of common stock for eac-h share

OWIWel o n that date .




For righter linkage between the field and divisions, Worldw ide

Customer Support Oper­ ations has realigned its divisions and 1i1'Id acrivi­ lips info three areas .

They are Hardware Sup­ port under Tom Ashburn,


Support und er


Solle and Custom

Sen ic ps und er Lane


( w ho c on t i n ue in their role s as division general man agers)

R opornng into the three areas arr- all field delivery and resp onse cp n te r activities world­ wide. TIlE" form er World­ wide Respons e C enter

Operation s h eadquarters function is inte gra ted int o other part s of WC SO .




In till' Comput er Prod­ ucts Organization , a new lnkjet Produc-ts Group

(IP(;) has been formed under Antonio Perez

,L'; general manager 11 mel mil'S the former llesk.Jl't Print er Group and the former Hardcopy

Imaging Group . Report­ ing


IP(i is th e lnkjot

Supplies Business Init

(LlRl' ) , urn' announced plans to build a facility near

Dublin . In-land, for its first Inkjet manufactur ­ ing plant in Europe .




Dieter Hoehn, V .P

. and

(; ~I. of tho :\IlaJ~1 ical

Products Group ( A.PG

) . retir ed from III' on

Ma y

1 . Succooding him as


G.~1. is Rick Kniss.

Bill Sultlvan replace s

Kniss as

G ,~1. of th e

Opt ical (' onuuunicat ion

Division within in the


'omponents Group ,

Carl Snyder t o Direc­ tor of


Pro curement .

Takahiko Kamal' to Dire ctor of HI' Lah s

Japan, s uccee ding

Nobuo Mikoshiba. who has retired .


Boller t o G ,:\I .

HI' Switzerlan d ..


Yabsley to manag er.

Guadalajara Remanufa c ­ turing Operat ion .

30 MEA..',;l'HE

Even with a certain hot case time to send HP a

customer-sa~i~:et~:n ~~~~~ge

Lance Ito took the

The verdict is in

When it comes to customer satisfaction, this was no ordinary customer or satisfaction .


February , employees at

HP's Customer Servic e Cen­ ter in Fullerton, California, received an HP LaserJet liP printer for emergency ser­ vice. The printer belonged to Judge Lance Ito, who presides over the O .J.

Simpson trial.

Service technicians Scott

Rathbun and

Bob Rongey

~eaned the unit and replaced

Its fuser assembly in less than one hour , and the printer was on its way back to the judge 's office .

The judge was so impressed with th e quick turnaround that he issued a rapid verdict on HP's per­ formance . "My current case assignment requires me to work on case-related mat ­ ters both at home and at the courthouse," he wrote .

"My HP LaserJet lIP is indispensable to my work, and the downtime was a severe inconvenience...

Thank you for keeping this inconvenience to an abso­ lute minimum and for the high quality of your services .


It's worth a call

Starting in

May , a phone­ based information system replaces HP's quarterly reports to shareholders.

With the new system,

U .S. callers dial


TALK-HWP (800-825­

5497) and receive finan­ cial information by fax or mail . Callers also can hear a recorded message about recent results

, or get help with lost stock certificates or changes of address. Callers from outside the United States will be transferred to the 800 line after calling

(415) 857-8110 .

Quarterly results will be "posted" on the day they 're announced instead of four to six weeks after earnings are announced , when the printed version arrived.




HP has established its first wholly own ed subsidiary in Russia



, located in Moscow . G .M. is Nick Rossiter. HP has done business in the region through repr esen­ tative offices since 19i1. lIP opened its first subsidiary office in the

Philippines earlier this year . Hewlett-Packard

Philippines is located in Manila.

Samsung Hewlett ­

Packard , HP's joint venture in Korea with

Samsung Ele ctronics

C o.. changed its name

March I to Hewlett­

Packard Korea Ltd. in

English and Hankuk

H ewl ett-Packard Ltd . in Korean .


Packard , Ltd.

, HP'sjoint venture in Japan with

Yokogawa El ectric: Cor­ poration, will chang e its name June I to Hewlett­

Packard Japan, Ltd . in

English and Nihon

Hewlett-Pa ckard, Ltd. in Japanese,




lIP and Eastman Kodak will jointly develop and mark et.

products for digi­ tal imaging markets .

Other relationships under way: HP and

AT&T Network Systems to provide an interface between sel ected intelli­ gent network elements...

HP and Northern Tele­ com to deliver Advanced

Intelligent Network solu­ tions ...HP and Hitachi to develop jointly X t ermi­ nal products for the

Japanese commercial rnarket..

HP and NEe

Corporation to d evelop and manufacture large

UNIX system-based serv­ ers..


HP and Motorola's

Microprocessor and

Memory T echnologies

Group to develop lOOVG-AnyLAN tech ­ nology .




HP Labs has signed a cooperative agreement with the Stanford Linear

Ac celerator Center to dewlap an ultra -s ensitive

X-ray detector for meas­ uring extremely low levels of met al impurities on the surfaces of silicon wafers .

Duke University Medi­ cal C enter and HP to col­ laborate o n a five -year re search program to explor e new ways to combine patient-care data with information technology to improve pati ent outcomes and reduce the cost of care.

May-June 19%



United we stand

There's nothing like a chal ­ lenge to transform a group of individuals into a team.

In July




employees--some of whom hadn' t even met the others

--donned back packs and protective clothing and set out






Rain­ ier in

Washington state.

"For most of the team, it was our first climb," says

Julian Ashton, an HP Medi­ cal Products Group district manager in the


View, California, sales office. "But we trained for a year by wearing back packs whenever we could."



members were Brad Halvorson and Steve

Booth from the


Washington, sales office j Dave Fergus, Van­ couver

(Washington) Divi sion; Jeff



California, sales office; and

Graeme Plant, Roseville

(California) Networks


Beginning at

9 a.m, the climbers continued for

14 hOUlS before taking a break.

In all, the trek lasted

31 hours.

"The UP banner added extra weight that we could've done without,"

Julian says, "but it was the

UP connection that bonded us together. We accom­ plished the climb as a team, and it's that team approach that makes HP successful as a company, too."







POBox 10301

Palo Alto, California 94303-0890

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U.S. Postage



Portland, OR

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