Management – Page 15 – artdiamondblog.com

Ed Telling’s Band of Irregulars Had the Freedom to Perform

(p. 482) . . . Bill Sanders, Charlie Bacon’s replacement as the head of corporate personnel, . . . had once served Telling in the East despite having hair that flowed far below his ears. Sanders had grown his hair out in order to irritate an old-school store manager who exercised his sovereign rights by refusing to hire any man not sporting a crew cut. The fact that Telling never told Sanders to cut his hair was an early indication to others in the East that Ed Telling was much more interested in people who could do the job and who exhibited a healthy contempt for the status quo than he was in appearances.
. . .
(p. 492) It was more than dumb luck that his band of loyalists happened to include several supersensitive and insecure men, some deeply religious men, some obsessively ambitious men, several quite short men, and others, from secretaries to former window-dressers, who never fit into the status quo until Ed Telling discovered them and helped them flourish among his private band of irregulars. Along the way, the Eastern Territory troupe was joined by others. Whether they were bright-button kids from Utah itching to accomplish an act that truly counted on a large scale, or frustrated wordsmiths so enamored of the metaphors of power that the practice of management appeared to them in Biblical panoramas, they all had a part. All irregulars were welcome, and in his quiet way Ed Telling played them all. Telling could sense through instinct which people were willing to submit and which ones were willing to fight. Far from being unaware of his motivational skills, Telling would on occasion call Pat Jamieson into his office after one of his managers left, then convey to Pat the elliptical words he’d uttered to the manager, and predict the number of days it would take the officer to come back with the problem ironed out. He was rarely off by more than twenty-four hours. He said his management style involved giving subordinates a great deal of freedom, “the freedom,” he called it, “to perform.”

Source:
Katz, Donald R. The Big Store: Inside the Crisis and Revolution at Sears. New York: Viking Adult, 1987.
(Note: ellipses added.)

“The General” at Sears Hated Bureaucracies that Restricted Individual Human Will

(p. 12) Though for fifty-four years he was known throughout the country as “the General,” Wood actually quit the Army in 1915 at the age of thirty-six. The son of a Civil War hero, he had graduated from West Point in the class of 1900 and had served for ten years as right-hand man to the famously hard-driving General George Goethals while they built the apparently unbuildable Panama Canal. After he left the service, Wood did agree to come back as acting Quartermaster General during World War I, but in truth he never much cared for the Army. It always seemed such a top-heavy thing, and so restrictive of human will.
The General hated bureaucracies. Aside from his desire to personally raise the standard of living of an entire nation, he dreamed of creating an institution that could accomplish large works without restricting the individuality of the people within it. He said he wanted to make an American corporation that had a soul.

Source:
Katz, Donald R. The Big Store: Inside the Crisis and Revolution at Sears. New York: Viking Adult, 1987.

Ed Telling’s Nimble, Intuitive Labor Decisions at Sears

(p. 49) Telling rarely gave a direct order, so the Searsmen near him knew they had to listen hard and learn to read his arcane signals. You had to understand his gnomic comments and apparent throwaway lines, for you would only hear what Telling thought about something twice. The requirement made people scared, because the third time he spoke you were gone. “No need to beat a horse if he’s not able to pull,” he’d say. “Let’s get another horse.”
He had a habit he said he couldn’t do anything about of judging the utility and character of a man the first time he looked into his eyes. Quick-draw decisions like this were a part of the general managerial ethos at Sears. The practice might have descended from the store master’s knack for spotting at fifteen paces a shopper in the mood to spend freely.

Source:
Katz, Donald R. The Big Store: Inside the Crisis and Revolution at Sears. New York: Viking Adult, 1987.

Studebaker Competed with “Unique Designs and Powerful Engines”

“Greg Lange, 53, with his two-tone 1955 Studebaker President, near his home in Edmonds, Wash.” Source of caption and photo: online version of the WSJ article quoted and cited below.

(p. D4) I’ve always rooted for underdogs.

. . .
Studebaker wasn’t a big Detroit corporation. It was a smaller company out of South Bend, Ind., and had to be highly imaginative to compete with Ford and General Motors. This resulted in unique designs and powerful engines. The one in my President is called a Passmaster (a 259 cubic inch V8); the meaning is obvious.

For the full interview, see:
Greg Lange as told to interviewer A.J. BAIME. “Studebaker: President Still in Office.” The Wall Street Journal (Weds., April 8, 2015): D4.
(Note: ellipsis added.)
(Note: the online version of the interview has the date April 7, 2015, and has the title “Studebaker: Still Stands Out After 60 Years.” Where the online version differs from the print version, the quoted passage follows the online version.)

Ed Telling Centralized as He Talked of Decentralization

(p. 491) Like de Gaulle, Telling talked of decentralization as he centralized all things beneath him. He pulled the authority of individual stores into the purview of the retail groups, then the power of the groups into the territory, and then the awesome power of the territories up into the Tower–with an assist to Ed Brennan at the end. The killing off of layers of management in many large companies causes the authority to fall down as if by gravity, but Telling pulled it back up manually. Every retirement caused former authority to come up to him.

Source:
Katz, Donald R. The Big Store: Inside the Crisis and Revolution at Sears. New York: Viking Adult, 1987.

Sears CEO Ed Telling Opposed the “Sloppiness” of Across-the-Board Layoffs

(p. 46) It was never that layoffs were anathema to Telling as such; he just resented the sloppiness of a 10-percent across-the-board layoff when some areas of the company should have been cut by 40 percent and some built up by half.

Source:
Katz, Donald R. The Big Store: Inside the Crisis and Revolution at Sears. New York: Viking Adult, 1987.

Sears CEO Ed Telling Had an Introverted Fury

Writing of Ed Telling, the eventual entrepreneurial CEO of Sears:

(p. 488) Slowly, the introverted Field soldier from Danville moved up through the organization. He eventually managed the same Midwestern zone he was once made to ride. He found himself in the decadent city-state called the New York group, and it was there, in the strangely methodical fury with which he fell upon the corruption of the group and the profligacy of powerful store jockeys, that certain individuals around him began to feel inspired by his quiet power, as if he’d touched some inverted desire in each of them to do justice at his beckoning and to even numerous scores. He was possessed of a determination to promulgate change such as none of them had ever seen before, and certain hard-bitten bitten veterans like Bill Bass found themselves strangely moved.

Source:
Katz, Donald R. The Big Store: Inside the Crisis and Revolution at Sears. New York: Viking Adult, 1987.

The Process Innovations of Ed Telling at Sears

There are a fair number of case studies and biographies of important new product innovations. Rarer are the case studies of process innovations. Two great exceptions are Marc Levinson’s The Box and The Great A&P. I have recently read another exception, this one by Donald Katz, about how Ed Telling brought process innovations to Sears from the mid-1970s through the mid-1980s.
In the next few weeks, I will be quoting several of the more useful, or thought-provoking passages.

The book discussed, is:
Katz, Donald R. The Big Store: Inside the Crisis and Revolution at Sears. New York: Viking Adult, 1987.

Leadership Depends on Accumulated Experience as Much as Packaged College Courses

(p. 17) The dominant brand, Harvard Business School, claims to “educate leaders who make a difference in the world.” The University of Michigan’s Ross School does one better, developing “leaders who make a positive difference in the world.” Kellogg at Northwestern develops “brave leaders who inspire growth in people, organizations and markets.” And Duke’s Fuqua says it does what it does because “the world needs leaders of consequence.”
. . .
Which raises the question, once again, of whether leadership can be packaged and taught, rather than accumulated through experience.
John Van Maanen, a professor of management at M.I.T. Sloan who teaches a course named “Leading Organizations,” isn’t so sure it can. “Even today, three-plus decades in, there’s no real definition of it,” he says. “We can make people more conscious of ethical dilemmas in business, of the difficulty of directing people in times of adversity, and the confidence and communication skills necessary to do so. But the idea that such skills can be transmitted so that you can lead anybody at any time, that’s ideologically vacuous.”

For the full commentary, see:
DUFF McDONALD. “Can You Learn to Lead?” The New York Times, Education Life Section (Sun., APRIL 12, 2015): 17.
(Note: ellipsis added.)
(Note: the online version of the commentary has the date APRIL 7 (sic), 2015.)

“People Don’t Like Open Plans”

(p. A1) Originally conceived in 1950s Germany, the open-plan office has migrated from tech start-ups to advertising agencies, architecture firms and even city governments. Now it has reached what is perhaps its most unlikely frontier yet: book publishing.
Few industries seem as uniquely ill suited to the concept. The process of acquiring, editing and publishing books is rife with moments requiring privacy and quiet concentration. There are the sensitive negotiations with agents; the wooing of prospective authors; the poring over of manuscripts.
. . .
(p. B6) Even as the walls of America’s workplaces continue to come crashing down, leaving only a handful of holdouts — like corporate law firms — a number of recent studies have been critical of the effects of open-plan offices on both the productivity and happiness of cube dwellers.
“The evidence against open-plan offices is mounting,” said Nikil Saval, the author of “Cubed: A Secret History of the Workplace.” “The idea is that these offices encourage collaboration and serendipitous encounters. But there’s not a lot of evidence behind these claims. Whereas there is a lot of evidence that people don’t like open plans.”
The notion of cookie-cutter cubicles is especially anathema to a certain breed of editors who see themselves more as men and women of letters than they do as businesspeople.
“It’s a world of words that we’re working towards, not an intellectual sweatshop,” said Jonathan Galassi, president and publisher of Farrar, Straus & Giroux and an opponent of open-plan offices.
For book editors, offices provide more than just privacy. They like to fill the bookcases inside with titles that they’ve published, making for a kind of literary trophy case to impress visitors.

For the full story, see:
JONATHAN MAHLER. “Cubicles Rise in a Brave New World of Publishing.” The New York Times (Mon., NOV. 10, 2014): A1 & B6.
(Note: ellipsis added.)
(Note: the online version of the story has the date NOV. 9, 2014, and has the title “Climate Tools Seek to Bend Nature’s Path.”)

The Saval book is:
Saval, Nikil. Cubed: A Secret History of the Workplace. New York: Doubleday, 2014.

Robotic Milkers Are Less Costly, Easier to Manage and More Humane to Cows

(p. A1) EASTON, N.Y. — Something strange is happening at farms in upstate New York. The cows are milking themselves.
Desperate for reliable labor and buoyed by soaring prices, dairy operations across the state are charging into a brave new world of udder care: robotic milkers, which feed and milk cow after cow without the help of a single farmhand.
Scores of the machines have popped up across New York’s dairy belt and in other states in recent years, changing age-old patterns of daily farm life and reinvigorating the allure of agriculture for a younger, tech-savvy — and manure-averse — generation.
. . .
The cows seem to like it, too.
Robots allow the cows to set their own hours, lining up for automated milking five or six times a day — turning the predawn and late-afternoon sessions (p. A19) around which dairy farmers long built their lives into a thing of the past.
With transponders around their necks, the cows get individualized service. Lasers scan and map their underbellies, and a computer charts each animal’s “milking speed,” a critical factor in a 24-hour-a-day operation.
. . .
The Bordens and other farmers say a major force is cutting labor costs — health insurance, room and board, overtime, and workers’ compensation insurance — particularly when immigration reform is stalled in Washington and dependable help is hard to procure.
The machines also never complain about getting up early, working late or being kicked.
“It’s tough to find people to do it well and show up on time,” said Tim Kurtz, who installed four robotic milkers last year at his farm in Berks County, Pa. “And you don’t have to worry about that with a robot.”
The Bordens say the machines allow them to do more of what they love: caring for animals.
“I’d rather be a cow manager,” Tom Borden said, “than a people manager.”

For the full story, see:
JESSE McKINLEY. “With Farm Robotics, the Cows Decide When It’s Milking Time.” The New York Times (Weds., APRIL 23, 2014): A1 & A19.
(Note: ellipses added.)
(Note: the online version of the story has the date APRIL 22, 2014.)