Thursday, May 17, 2012
Friday, May 14, 2010
Moving On ---
This blog has been inactive for quite some time, but I have moved on to begin a new blog called Looking at the World Through Christian Eyes. Please follow the link for more recent posts.
Tuesday, August 4, 2009
Is It Smart to Send Away Customers?
Trish and I tried to check into a LaQuinta motel about 1 p.m. yesterday afternoon.
"Sorry, check-in time is 3 o'clock," I was informed by the desk clerk.
I wasn't surprised, but decided to ask some questions just for fun. "Do you have any clean rooms?" I asked.
"Yes," she admitted.
"But I can't have one of them now?" I asked, already knowing the answer she would give.
"No," she said simply.
"Why not?" I persisted.
"Because the computer won't let me rent any rooms until 3 o'clock," she answered, as if that were a reasonable response.
"Aren't computers wonderful?" I laughed. She kinda laughed with me, but I could tell that she didn't get the joke. So I continued, "Doesn't it strike you as strange that you have a customer standing here wanting to rent a room for the night and you have rooms available, but your computer won't let you rent them for two more hours?"
Clearly, however, she saw nothing strange at all about the situation. Her mind has become so conditioned to the company way of doing things that she had no ability to even consider the possibility that there might be a better way of doing business.
I didn't get upset with the desk clerk because I understood that she was just doing her job and following LaQuinta's policies. However, this does tell me that there are people in LaQuinta's management who are "process" people, more concerned with following the process than with getting the desired result -- paying customers occupying hotel rooms. I don't mean to pick on LaQuinta -- it is a good chain and, overall, I have been very satisfied with staying in their hotels. Other hotel chains probably follow the same check-in policies.
However, it cannot be smart business tactics to send away customers because your system isn't flexible enough to accommodate them. Perhaps LaQuinta is a microcosm for one of the things wrong with our economy. Where are the "inventors" in today's business world? Thomas Edison, Henry Ford, and lots of other bright minds in the business world a century ago were constantly looking for problems and searching creatively for ways to solve them. Doing it better was always a top priority for them. Retailing giant J. C. Penney is credited with coining the slogan, "The customer is always right." All too often today, it is the system that is always thought to be right and customers have to accommodate the system.
In our case, LaQuinta's short-sighted check-in policy didn't hurt them. Trish and I had other things to do, so we took care of those things and returned to check in at 3 p.m. However, there were numerous other hotels and motels in the vicinity of the LaQuinta where we stayed. I would guess that more often than not, when the LaQuinta desk clerk sends away customers because it isn't check-in time, they would simply go across the street and check in somewhere else where they had a more customer-friendly policy of renting clean rooms whenever they had a customer wanting to rent them. I suspect that J. C. Penney would not have given LaQuinta a second chance to show top priority to customers over process.
"Sorry, check-in time is 3 o'clock," I was informed by the desk clerk.
I wasn't surprised, but decided to ask some questions just for fun. "Do you have any clean rooms?" I asked.
"Yes," she admitted.
"But I can't have one of them now?" I asked, already knowing the answer she would give.
"No," she said simply.
"Why not?" I persisted.
"Because the computer won't let me rent any rooms until 3 o'clock," she answered, as if that were a reasonable response.
"Aren't computers wonderful?" I laughed. She kinda laughed with me, but I could tell that she didn't get the joke. So I continued, "Doesn't it strike you as strange that you have a customer standing here wanting to rent a room for the night and you have rooms available, but your computer won't let you rent them for two more hours?"
Clearly, however, she saw nothing strange at all about the situation. Her mind has become so conditioned to the company way of doing things that she had no ability to even consider the possibility that there might be a better way of doing business.
I didn't get upset with the desk clerk because I understood that she was just doing her job and following LaQuinta's policies. However, this does tell me that there are people in LaQuinta's management who are "process" people, more concerned with following the process than with getting the desired result -- paying customers occupying hotel rooms. I don't mean to pick on LaQuinta -- it is a good chain and, overall, I have been very satisfied with staying in their hotels. Other hotel chains probably follow the same check-in policies.
However, it cannot be smart business tactics to send away customers because your system isn't flexible enough to accommodate them. Perhaps LaQuinta is a microcosm for one of the things wrong with our economy. Where are the "inventors" in today's business world? Thomas Edison, Henry Ford, and lots of other bright minds in the business world a century ago were constantly looking for problems and searching creatively for ways to solve them. Doing it better was always a top priority for them. Retailing giant J. C. Penney is credited with coining the slogan, "The customer is always right." All too often today, it is the system that is always thought to be right and customers have to accommodate the system.
In our case, LaQuinta's short-sighted check-in policy didn't hurt them. Trish and I had other things to do, so we took care of those things and returned to check in at 3 p.m. However, there were numerous other hotels and motels in the vicinity of the LaQuinta where we stayed. I would guess that more often than not, when the LaQuinta desk clerk sends away customers because it isn't check-in time, they would simply go across the street and check in somewhere else where they had a more customer-friendly policy of renting clean rooms whenever they had a customer wanting to rent them. I suspect that J. C. Penney would not have given LaQuinta a second chance to show top priority to customers over process.
Tuesday, June 23, 2009
History and Time
On the June 22 Jeopardy program, the Final Jeopardy question essentially asked who the President of the United States was in the year 1895. The qualifying tests for Jeopardy are notoriously rigid (according to all reports), which assures that anyone who makes it to one of the three contestants' podiums will be bright and knowledgeable. However, none of the contestants correctly identified the president in office 114 years ago. One intelligent young woman, who had performed very well earlier in the competition, didn't even venture a guess.
I will confess that presidential trivia is a hobby of mine and I can usually answer any Jeopardy question about presidents with little difficulty. I understand that not everyone shares that interest. Just because someone cannot rattle off the names and dates served of the 43 men who have held the office of President does not discredit their intelligence or expertise in other areas. I may know my presidents, but I'd be quickly out of my depth in the Shakespeare and opera categories.
However, there is a definite linkage between an understanding of the time sequence of historical events and one's enjoyment and appreciation of history. If you have a general idea of when things happened, you have a better understanding about what other things were going on in history at the same time. That leads to appreciating how what otherwise would seem to be random, isolated events actually relate to one another. History is not just a boring series of events and dates. Rather it is a web, a network of great numbers of intersecting causes and effects. Knowing the time lines of history makes this all much clearer, and therefore, must more interesting.
Talking about this with my wife this morning, I commented that I had never known anyone who understood the importance of time in history who found history boring, and I had never known anyone who failed to understand the important of time who found history interesting.
If this is true, it offers an obvious key about how we should be teaching history. If the Jeopardy contestants are typical (and I think they are), then we have not been very effective in getting across the importance of time in history.
By the way, if you thought President Obama was the 44th person to be President of the United States, you should revisit the history books.
I will confess that presidential trivia is a hobby of mine and I can usually answer any Jeopardy question about presidents with little difficulty. I understand that not everyone shares that interest. Just because someone cannot rattle off the names and dates served of the 43 men who have held the office of President does not discredit their intelligence or expertise in other areas. I may know my presidents, but I'd be quickly out of my depth in the Shakespeare and opera categories.
However, there is a definite linkage between an understanding of the time sequence of historical events and one's enjoyment and appreciation of history. If you have a general idea of when things happened, you have a better understanding about what other things were going on in history at the same time. That leads to appreciating how what otherwise would seem to be random, isolated events actually relate to one another. History is not just a boring series of events and dates. Rather it is a web, a network of great numbers of intersecting causes and effects. Knowing the time lines of history makes this all much clearer, and therefore, must more interesting.
Talking about this with my wife this morning, I commented that I had never known anyone who understood the importance of time in history who found history boring, and I had never known anyone who failed to understand the important of time who found history interesting.
If this is true, it offers an obvious key about how we should be teaching history. If the Jeopardy contestants are typical (and I think they are), then we have not been very effective in getting across the importance of time in history.
By the way, if you thought President Obama was the 44th person to be President of the United States, you should revisit the history books.
Wednesday, May 20, 2009
Has Evolution Been Proven By New Discovery?
You can't get away from news of the fantastic discovery of the "missing link." Even trying to do a Google search and you see the fossil. The word spreading like wildfire is that this discovering proves evolution to be true.
Not so fast. There is a great deal yet to be proven before these claims can be accepted. Here's a link to the Institute for Creation Research web site which gives their preliminary reaction to the news.
Not so fast. There is a great deal yet to be proven before these claims can be accepted. Here's a link to the Institute for Creation Research web site which gives their preliminary reaction to the news.
Wednesday, May 13, 2009
How Things Have Changed!
Today's issue of my hometown newspaper carried on its front page a tragic story about a young woman from a neighboring town being killed earlier this week by a drunken driver. The reporter went on to tell about the young woman's high school successes and how she was being mourned by a large number of friends, including a fiance whom she had planned to marry this summer. Your heart has to be touched by such a promising life being cut short tragically and unnecessarily.
Then the reporter revealed one additional fact. The young woman was six weeks pregnant. My first reaction could be described by what I've heard called T.M.I. -- Too Much Information. I admit that I don't always understand the carefree attitude some in the younger generation seem to take about what, it seems to this old fogey, ought to be personal information best kept private. If this young woman and her husband-to-be wanted to share the news of their impending parenthood with friends and family, that was their business. But why did it need to be included in the lead paragraph of the story of her unfortunate death?
This may be nothing more than an example of gross insensitivity on the part of an incompetent reporter. Perhaps a grieving family feels the same revulsion I do at this fact being broadcast far and wide on the front page of the daily paper. If so, I trust they will make their opinions known to the newspaper's publisher. He is the one, after all, who has to take ultimate responsibility for his paper's descent into tabloid journalism.
But what if I'm the one who is so out-of-step in my thinking that I don't understand that things have changed so much that being pregnant outside of marriage no longer carries any stigma at all?
Young people in love have been transgressing the boundaries of both morality and propriety for a long, long time. With one notable exception, babies don't come into being without some activity by both father and mother. If that happens when mommy and daddy aren't married, the Bible word for that activity is fornication. The sin is the same whether or not a baby is made. This is basic biology and is almost as old as the human race itself.
What has changed is people's attitudes toward having babies without being married. Only a generation or so ago, the normal course of action in a situation like this would have been to move up the wedding date so that the appearance of propriety would be maintained as long as no one became too specific in referencing their calendars.
I don't intend to defend the hypocrisy and sometimes outright deception that characterized such attempts to cover up scandalous behavior. It is sinful to lie, just as it is sinful to fornicate. Nevertheless the sense of shame has been lost.
It is a good thing if babies born out of wedlock are no longer stigmatized for something that was in no way their fault. If anyone needed to wear a scarlet letter for sinful sexual behavior, it should have been the mother and the father, but never the child produced by that behavior.
However, it would be better for the souls of the parents and for the welfare of our culture if we still had a consensus of opinion that children should be conceived as an act of love within marriage. The now-widespread perception that procreation outside of marriage is something to be celebrated is an unhealthy development. No shadow of shame should be attached to the children, but neither should the behavior of the parents be condoned, much less congratulated.
Then the reporter revealed one additional fact. The young woman was six weeks pregnant. My first reaction could be described by what I've heard called T.M.I. -- Too Much Information. I admit that I don't always understand the carefree attitude some in the younger generation seem to take about what, it seems to this old fogey, ought to be personal information best kept private. If this young woman and her husband-to-be wanted to share the news of their impending parenthood with friends and family, that was their business. But why did it need to be included in the lead paragraph of the story of her unfortunate death?
This may be nothing more than an example of gross insensitivity on the part of an incompetent reporter. Perhaps a grieving family feels the same revulsion I do at this fact being broadcast far and wide on the front page of the daily paper. If so, I trust they will make their opinions known to the newspaper's publisher. He is the one, after all, who has to take ultimate responsibility for his paper's descent into tabloid journalism.
But what if I'm the one who is so out-of-step in my thinking that I don't understand that things have changed so much that being pregnant outside of marriage no longer carries any stigma at all?
Young people in love have been transgressing the boundaries of both morality and propriety for a long, long time. With one notable exception, babies don't come into being without some activity by both father and mother. If that happens when mommy and daddy aren't married, the Bible word for that activity is fornication. The sin is the same whether or not a baby is made. This is basic biology and is almost as old as the human race itself.
What has changed is people's attitudes toward having babies without being married. Only a generation or so ago, the normal course of action in a situation like this would have been to move up the wedding date so that the appearance of propriety would be maintained as long as no one became too specific in referencing their calendars.
I don't intend to defend the hypocrisy and sometimes outright deception that characterized such attempts to cover up scandalous behavior. It is sinful to lie, just as it is sinful to fornicate. Nevertheless the sense of shame has been lost.
It is a good thing if babies born out of wedlock are no longer stigmatized for something that was in no way their fault. If anyone needed to wear a scarlet letter for sinful sexual behavior, it should have been the mother and the father, but never the child produced by that behavior.
However, it would be better for the souls of the parents and for the welfare of our culture if we still had a consensus of opinion that children should be conceived as an act of love within marriage. The now-widespread perception that procreation outside of marriage is something to be celebrated is an unhealthy development. No shadow of shame should be attached to the children, but neither should the behavior of the parents be condoned, much less congratulated.
Saturday, April 11, 2009
The Almighty NCAA Needs Cutting Down to Size
C'mon, all you big-name, high school basketball superstars, you need to accept a scholarship from XYZ State University and be a part of their great legacy of winning.
Oops! Apparently, I've just broken an NCAA rule and gotten dear ol' XYZ State into all kinds of trouble with the powers that regulate college recruiting. Assuming of course, that the NCAA can find XYZ State on their list of members.
Or have I just been exercising my freedom of speech?
More to the point, how can the NCAA expect XYZ State (or any real-life member institution) to regulate the free speech of people not under its control in any way?
In the real world of college athletics, North Carolina State University told one of its freshmen students, Taylor Moseley, to cease and desist from operating a Facebook group imploring the nation's number one prospect, John Wall, to choose NC State as the place to further his basketball ambitions.
The NCAA does have a tough job trying to police collegiate recruiting and prevent illicit under-the-table payoffs to highly-sought prospects. The institution's arrogance and inability to recognize that their member institutions and the fans of those institutions' athletic teams do not live in Flatland have made their task much more difficult than it needs to be.
The NCAA has a tremendous credibility problem with people who have followed its actions over a period of years. It has been highly inconsistent in the way it has enforced its rules and regulations. In cases where the actual payments of goods, services, and even cash have been admitted, little or no consequences have resulted. On the other hand, a small Division II NCAA member like Abilene Christian University can find itself in trouble because church members in the university community offered assistance the NCAA considered illegal to needy foreign athletes. According to reports, the fact that the foreign students were athletes was inconsequential to the church members giving the students assistance. Church members were concerned with doing what churches are supposed to do . . . help people in need.
It is reasonable for the NCAA to prevent university coaches, staff members, administrators, and other employees from giving money or other unauthorized financial aid to athletes. Perhaps it is reasonable to expect universities to have enough influence with their athletic boosters to prevent them from doing anything in violation of NCAA rules.
However, how can a university be expected to control the activities of a church in their community? Apparently the all-knowing NCAA has no problem expecting their rules to trump any other rules which come into conflict with them. The fact that churches have a God-given mission to feed the hungry and help the needy must take a back seat to the all-powerful NCAA.
Or in the case of the NCSU student, Mr. Moseley, the NCAA expects its precious rules to triumph over an individual's freedom of speech. In fact, an NCAA spokesperson claimed the censoring of the NC State Facebook group was not a free speech issue at all; rather it was just a recruiting issue.
However, the University ordered Moseley to take down the site even though its compliance director, Michelle Lee, admitted that the group was not causing any harm. Ms. Lee said she had to take the action she did because of NCAA regulations.
Adam Kissel, who works with the Foundation for Individual Rights in Education, was right on target when he said the NCAA can impose rules on its members, but those universities "can't enforce them if it means punishing students in any way for expressing an opinion."
I am sympathetic to North Carolina State's dilemma. It would have been nice if the administration at NC State had had the gumption to stand up to NCAA autocrats and defend its student's right to freely express his opinion that John Wall should come play basketball for the Wolfpack. However, the NCAA is virtually all-powerful and has shown in the past its willingness to make an example of member schools who buck the system. Thus, it should not surprise us that Ms. Lee bowed her knee before the almighty NCAA and sent out the "cease and desist" letter to Moseley even though she admits she did not agree with what it required the student to do.
What comes next might surprise anyone who knows how resistant I am to government involvement in the lives of citizens. However, the NCAA has evolved into a dictatorial autocracy over college sports in the U. S. It has no interest in disciplining its own excesses, so the only solution I see is for legislation to overhaul the NCAA and make it subject to the rule of law, rather than being a law unto itself in American collegiate athletics.
It is time to ask Congress to get involved. This NCAA disaster has gotten so out of hand that even the United States Congress couldn't mess it up worse than it already is. Why not bring the enforcement of right behavior into the justice system. Let "guidelines" be given the force of federal law with civil and, in some cases, criminal penalties imposed upon violators. Let the enforcement of those laws be equitable and those charged with violations be given full due process, including the right to face their accusers in open court. Let qualified jurists (rather than NCAA in house decision-makers who are beholden to the status-quo system in the NCAA) be charged with both enforcing the laws and protecting the rights of all associated parties.
No doubt, there are arguments to be made against this proposal. Perhaps it can be improved, but SOMETHING has to offer a better system that the sorry state of affairs governing collegiate athletics now.
Link
Oops! Apparently, I've just broken an NCAA rule and gotten dear ol' XYZ State into all kinds of trouble with the powers that regulate college recruiting. Assuming of course, that the NCAA can find XYZ State on their list of members.
Or have I just been exercising my freedom of speech?
More to the point, how can the NCAA expect XYZ State (or any real-life member institution) to regulate the free speech of people not under its control in any way?
In the real world of college athletics, North Carolina State University told one of its freshmen students, Taylor Moseley, to cease and desist from operating a Facebook group imploring the nation's number one prospect, John Wall, to choose NC State as the place to further his basketball ambitions.
The NCAA does have a tough job trying to police collegiate recruiting and prevent illicit under-the-table payoffs to highly-sought prospects. The institution's arrogance and inability to recognize that their member institutions and the fans of those institutions' athletic teams do not live in Flatland have made their task much more difficult than it needs to be.
The NCAA has a tremendous credibility problem with people who have followed its actions over a period of years. It has been highly inconsistent in the way it has enforced its rules and regulations. In cases where the actual payments of goods, services, and even cash have been admitted, little or no consequences have resulted. On the other hand, a small Division II NCAA member like Abilene Christian University can find itself in trouble because church members in the university community offered assistance the NCAA considered illegal to needy foreign athletes. According to reports, the fact that the foreign students were athletes was inconsequential to the church members giving the students assistance. Church members were concerned with doing what churches are supposed to do . . . help people in need.
It is reasonable for the NCAA to prevent university coaches, staff members, administrators, and other employees from giving money or other unauthorized financial aid to athletes. Perhaps it is reasonable to expect universities to have enough influence with their athletic boosters to prevent them from doing anything in violation of NCAA rules.
However, how can a university be expected to control the activities of a church in their community? Apparently the all-knowing NCAA has no problem expecting their rules to trump any other rules which come into conflict with them. The fact that churches have a God-given mission to feed the hungry and help the needy must take a back seat to the all-powerful NCAA.
Or in the case of the NCSU student, Mr. Moseley, the NCAA expects its precious rules to triumph over an individual's freedom of speech. In fact, an NCAA spokesperson claimed the censoring of the NC State Facebook group was not a free speech issue at all; rather it was just a recruiting issue.
However, the University ordered Moseley to take down the site even though its compliance director, Michelle Lee, admitted that the group was not causing any harm. Ms. Lee said she had to take the action she did because of NCAA regulations.
Adam Kissel, who works with the Foundation for Individual Rights in Education, was right on target when he said the NCAA can impose rules on its members, but those universities "can't enforce them if it means punishing students in any way for expressing an opinion."
I am sympathetic to North Carolina State's dilemma. It would have been nice if the administration at NC State had had the gumption to stand up to NCAA autocrats and defend its student's right to freely express his opinion that John Wall should come play basketball for the Wolfpack. However, the NCAA is virtually all-powerful and has shown in the past its willingness to make an example of member schools who buck the system. Thus, it should not surprise us that Ms. Lee bowed her knee before the almighty NCAA and sent out the "cease and desist" letter to Moseley even though she admits she did not agree with what it required the student to do.
What comes next might surprise anyone who knows how resistant I am to government involvement in the lives of citizens. However, the NCAA has evolved into a dictatorial autocracy over college sports in the U. S. It has no interest in disciplining its own excesses, so the only solution I see is for legislation to overhaul the NCAA and make it subject to the rule of law, rather than being a law unto itself in American collegiate athletics.
It is time to ask Congress to get involved. This NCAA disaster has gotten so out of hand that even the United States Congress couldn't mess it up worse than it already is. Why not bring the enforcement of right behavior into the justice system. Let "guidelines" be given the force of federal law with civil and, in some cases, criminal penalties imposed upon violators. Let the enforcement of those laws be equitable and those charged with violations be given full due process, including the right to face their accusers in open court. Let qualified jurists (rather than NCAA in house decision-makers who are beholden to the status-quo system in the NCAA) be charged with both enforcing the laws and protecting the rights of all associated parties.
No doubt, there are arguments to be made against this proposal. Perhaps it can be improved, but SOMETHING has to offer a better system that the sorry state of affairs governing collegiate athletics now.
Link
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