Have you ever been thankful that you had the ability to groan? I have, many times for various reasons, too numerous to mention here. However, I will share a few moments of my most individually groanable (my word) moments. While in graduate school studying business and statistics I used a favorite case study. The clear theme of the case hit home, not only locally but also intellectually. The case focused on then Baby Bell, Pacific Northwest Bell, out of Seattle. The crux of the true case study focused on the company’s board and its interesting take on just who they felt were the company’s real customers.
Geez, a phone company, how complicated could you get when identifying your customer base? Obviously, this case could be identified as a real shocker. The customers that the board identified were not the service subscribers. Rather, they uniquely decided that their customers were embodied by the State’s PUC (Public Utilities Commission). They felt that all of their efforts should be directed at this small group of people. Why? Well, their reasoning went something like these members can grant or deny a rate increase. If they grant us a rate increase, that serves our financial and corporate efforts best. With that in mind, they neglected their true customer base significantly and focused on a few relative unknowns in Olympia.
Wise move to some extent until some activists figured it out and started to apply pressure. When the movement was in full swing there were something like 40,000 bumper stickers on cars in the Puget Sound area that showed the bell symbol (an outline of a bell, circled) with the words, WE DON’T CARE, WE DON’T HAVE TO! There is something to my constant rants about board accountability. Boards are supposed to be contentious, thoughtful and even challenging. Unfortunately, with our local PUD board it appears that most of the membership never got the memo. I would hope that we would not be electing our board members to be unquestioned advocates of management.
I learned and accept the notion that board members should be true to the ideal of sound financial principles mixed with ethical & realistic business practices. I guess that the Chelan County political values differ from that particular model. We have a new PUD Commissioner who publicly stated that he wanted team building incorporated into the board’s schedule. I am guessing by the lack of response that they are in agreement; this is a groanable moment for the informed. Wow, that is really a telling tale of our area. Another moment for me was long ago in my residence just off the Purdue University Campus.
I just finished watching 60 Minutes. Meryl Streep, unchallenged, had just plunged a dagger into the heart of the WA State Apple Commission. I made 3 phone calls that evening back to this area. I was told by each and every person I contacted that the publicity was great. I wasn’t calling to congratulate them. I was called to warn them that their leaders had acted irresponsibly. I am still shocked as I share this account publicly for the first time. I won’t name names but 2 were warehouse managers and one was a well known rancher. Over a billion dollars was lost to the local economy because some dimwits did not understand the potential effects of publicity. I could not even muster a groan after bringing up that shameful recollection here.
You may feel that I am wasting my time but I am committed to out any behaviors that are contrary to sound board management. Two of the current commissioners will up for re-election in two years and I want them to know, I will be watching!