Memo Example #3 LBD ASSOCIATES, LLC

ICM IN-HOUSE MEMO #3

The following was written to the employees at ICM Laboratories.
Environmental testing requirements also mandated that samples be tested within specified timeframes.
The idea was to express that this requirement was as important as the rigors of the tests themselves.

Memo to All
May 29, 1987
Subject: Offensive Holding

In sports as you all know, there are numerous penalties for holding violations, and some of these can be severe, critical and even cost one side to forfeit the game. I can assure you that anyone participating in a sporting event gets quite annoyed when they blow the thing because of holding.

Unfortunately, the same type of thing occurs in our field as well. The analytical tests we perform have defined holding times, and these have to be met otherwise the analysis is useless. These holding times may be silly, stupid, or total meaningless but they are part of the rules by which the game is played.

So that there can be no misunderstanding regarding holding times, it is company policy that all holding times are to be met unless it is impossible to do so. Impossible to do so is further defined as being limited to Acts of God. In plain language, you are expected to do anything and everything you can think of, to spend as much time as required, to work evenings and/or weekends and holidays, etc. to meet holding times. If A HOLDING TIME HAPPENS TO BE PART OF A TEST YOU PERFORM, THEN IT IS YOUR JOB TO MEET IT REGARDLESS WHAT IT TAKES TO DO SO. There are no excuses. If you do not like to work under this type of condition regarding holding times, then a holding time related job is not for you. Holding times are part of your job. There are always positions available in non-holding time areas, such bromide filtering, for anyone seeking less pressure.

The point is that our clients get very annoyed when we miss holding times. They do not appreciate our efforts or sacrifices to satisfy. They also don't notice our excellent work. They just see a missed holding time and decide, as a result, that ICM is a bad lab, plain and simple. A blown holding time can cost us money, a project, or even a client. There are many labs out there, each seeking the same clients. If a client of ours isn't satisfied because we blow a holding time, then he goes somewhere else. This is not what it takes to be a top lab.

Offensive holding is a severe penalty everywhere, even at ICM; it will cost you. Avoid it like the plague. And remember too, if you meet a holding time but blow a turnaround commitment, this is also a no-no.

Rich

LBD ASSOCIATES, LLC
Randolph, New Jersey USA
973.895.5207
salevine@lbdassociates.com