The Friction Report 10.23.17

            The Friction Report 10.23.17

                             You can trust me with the keys        

                                                           by Don Ford

            As a manager, you must trust some staff with keys and pass codes to the entire work area. The trust level is highest if you have been involved in the entire hiring process of these staff. Obviously, these are the people that have been background checked and have a clear record. Possibly they have worked in situations where you can get a good understanding of how responsible they have been in previous positions.

            With all that said, there are still some people who, for whatever reason, develop a need to be a thief. This story is second hand information as this all happened at a center that I was not responsible for. 

            For some of the old heads, you may remember the days when we had microfiche readers. These were devices that you could put a sheet of microfilm into and view the item along with it description. When these modern devices came into existence, the company stopped using a paper catalog. I remember, when we used the paper catalogs, it was almost a continuous job for one of the office staff, to keep all the catalogs up to date.

            There was a department manager who took a microfiche home and kept it. This department manager was a trusted employee with keys and pass codes to that entire operation. As the story was relayed to me, this person would allow people to order items using the microfiche, and he would then go to the center, during none working hours, and get the item/s. He would then sell the items. As I understand it, he may have kept some items at his home to sell. How long did this go on before he was caught, I don’t know. He was caught and as I remember the story, he went to prison for his crimes.

            To the managers, trust but verify. Trust your staff but you must occasionally check to be sure. I can’t say how they were made aware of this thief, but they could have used a print out of openings and closings of the building.

            These printouts show date and time along with the name of the individual entering and leaving. Occasionally review the printouts just for your own knowledge. It is suggested that a printout occasionally be shared with those who have keys and codes so they know you can, and do check.

            There is another area that you should be aware of, and that is shipping. By shipping I mean company trucks.

            Years ago, at the Waco center we had a problem with a driver who liked to steal from the company. This person worked for the trucking company and he was not a DIB employee. It is easy for a truck driver to steal merchandise and it is difficult to catch them. While out on a delivery route, a driver can take an item from the trailer and place it in the cab of the truck. When he returns to the center he drops the trailer and drives to where his vehicle is parked. He removes the item from the tractor and places it in his vehicle. The member does not get charged for the item as he files a shortage report.

            We were not sure how long this person had been stealing from the company but it must have been a while. He had a sells person with a list of items for sell, of course at a reduced rate. The sales person was his wife and she literally carried a list of items available. My memory is not clear on how they were caught but I believe someone they offered items too, reported them. A thief married to a crook, nice couple!

   

            Along the same line, when an item is loaded wrong on a trailer, if it is not on any waybill, it could be tempting for the slightly dishonest person to take the item. Since it isn’t documented, no one will know!

            How does an item get loaded wrong? It can happen two ways. Most likely due to an error, although items are counted by the filler, and the counts verified by the loader. An item can be miss loaded intentionally. Let’s say the loader and the delivery driver are working together as a team. The loader intentionally miss loads the item and communicates to the driver. The driver then takes the item that is not documented.

            Let’s consider one other situation. Let’s say the driver is caught taking the item. If he does not tell you that he was working with another employee, the other thief gets away with it, and you have a thief waiting to try again.

           

            We will discuss parcel carriers in the next article.

Don Ford

Post script;

            Understand that learning about theft should not cause one to be negative and think that everyone is bad. Most people are good honest people and would not steal. The problem is, you as a good honest person, think like a good honest person, and that may cause you to not be aware of the dishonest among us. Many of the dishonest people seem like the most honest.

                Be watchful of all.

The Friction Report 10.19.17

    The Friction Report 10.19.17

                             Be aware of the thief        

                                               by Don Ford

            In the previous report I stated, “I did on occasion look for ways to steal”. Personally, I think that each manager and anyone in charge of security should, on occasion look for ways to steal. Take some time and consider, how you could, as an employee, remove product without paying for it.

            If you think there is no theft going on in your center, you are wrong!

            One area to consider is every door that leads to the outside of the building, which can be opened without an alarm going off.

            As noted in the previous report, staff could set an item outside the building with the intent to pick it up later or place it there for someone else to pick up. It is important that you not have areas where scrap items and dunnage are placed outside in a non-secured area, as it is easy to hide merchandise among scrap and dunnage.

            At one of the centers, during the summer months, they opened the back doors for ventilation. There was some brush along the back side of the building, and on the other side of the brush there was a business. The Manager of this center observed an employee, during lunch or break, toss merchandise out the door. The employee was supposed to be in the break room and not out in the center. The intent of the thief was to, drive up the street to the other business, walk through the brush and get the merchandise at night. How many times did this happen before anyone was aware. 

Be sure all staff leave the work areas during breaks and lunch.    

Keep all doors secured, if they are used for ventilation have the doors covered with a secure screen of some type.

Keep the unsecured areas outside of the building clear of scrap or dunnage.

Occasionally, walk or drive around the outside of the building, looking for opportunities.  

While we are on the subject of setting merchandise outside a door, let’s consider setting merchandise on the other side of a door, but not outside. What and How?

            Theft is not always a singular operation and it is often easier with two. Again this is a true story of theft. I received a call from the Waco police stating they had merchandise that belonged to DIB. They told me the story that they had stopped a pickup loaded with merchandise from DIB. They explained that the two thieves they had in custody, had stolen the merchandise out of a shed belonging to one of our employees. They wanted me to come and pick up the merchandise, saying bring a pickup truck, there’s a lot.

            All the merchandise was still in the original containers. I brought the load back to the center and instructed a supervisor to make a list of each item, and to check the inventory on each item to see if the item was short by one. Every item was short by one!

            The employee that these two indicated they had stolen from, was our night computer operator. This person stated to police that he bought the merchandise from someone at the flea market. The night computer operator worked alone, did have access to the office and break room but not to the main building. The police could not get the employee to admit to taking the items, he was not arrested. This person was terminated but not for theft.

            I tried to find a way to get out into the warehouse without setting off an alarm. I even got up in the ceilings to see if one could get from an office restroom to a warehouse restroom but I could not find a way.

            This indicated a second person. I believe that the second person would, during the day shift, bring an item into the computer supply room and leave it. Then, when the night operator left the building between 2:00 and 5:00 AM he would take the merchandise with him.

            We never knew who the second person was.

                Where there’s a will, there is a way, or, where there is merchandise, there is a thief!

Don Ford

The Friction Report 10.17.17

                The Friction Report 10.17.17

                                      Learn to be a thief   

                                                           by Don Ford

            I would like to begin this by saying, “I have never stolen anything from HWI or DIB”! Having said that, I did on occasion look for ways to steal from both.

            Do those statements seem to present a contradiction? Possibly, but both are true. After experiencing a couple situations where people were attempting to remove items without paying for them, I was told, “If you want to catch a thief, you need to think like a thief”! That statement stuck with me and occasionally I would think about and look for ways to steal. 

            There are many ways to acquire items without paying, and today we will point out two of them.

            This is a true story from years ago at Cape. Employees are allowed to purchase product from the company weekly. Employees would complete a hand written order and turn it in to the office. The orders were filled and placed on carts near the employee exit. At the end of that day, staff would pick up their order as they left the building. Even though a salaried employee was usually at the door as staff left, they did not check the orders for accuracy.

              

            A staff member told another staff member, “It would be easy to steal and not get caught, you just take an item and place it on the cart near the exit with the others. At the end of the day you pick up the item as you are leaving, no one checks what you are getting. 

            Later I was made aware that a certain employee, was going to steal some golf balls and golf gloves. I reported this to the manager who thanked me, and asked me to not say anything about this to anyone.

            At the end of the day, there was a salaried employee at the exit as usual, and the manager was outside the front door next to the exit. The employee picked up his items and walked out. The manager was waiting on him and brought him and the items back into the building. He was terminated. They began to check the employee orders after that.

            Everything that leaves the building must have written approval, always check everything that is leaving the building.

            Set an item outside a door and pick up after work.

            This situation happened but I did not let it become a theft termination. It was known by staff that nothing was to leave the building without and order or written permission. This included items that were in the trash.

            A staff member who was one of the older employees, and who had worked there for several years, took an item from a trash cart and placed it outside the receiving department door. This was reported to me. I was a supervisor at the time and I fully intended on waiting inside the receiving door and when I heard the employee pull up, I would step out and catch him taking the item.

            The bell rang and staff were exiting the building, and I was inside the door waiting on the employee. I had just enough time to consider what the results would be for this employee. An older employee, married with children and grandchildren. I knew this employee was not wanting to steal anything, and I assumed this employee thought, it would be ok to take an item out of the trash. I decided to step outside and bring the item back into the building before the employee arrived. I did here the employee’s vehicle drive up and leave.

            The next day I called this employee into my office and we had a frank discussion. He stated his point, that the item was in the trash and it was going to be thrown out. I explain that he could have, and would have been terminated if he had taken the item. He thought about that statement and then he thanked me for not letting him take the item. There was a note placed in the file about items in the trash.

            Everything that leaves the building must have written approval, always check everything that is leaving the building.

            You as a manager must be aware of the theft possibility. I believe you should terminate all thieves. I also believe you should consider the entire situation. If the staff member is intending to steal, terminate!

            More discussion of theft in following publications.

Don Ford

The Friction Report 10.11.17

               

                                          Follow up to posting of 08/09/17

      Observation and Communication

                                                              by Don Ford

            In response to a request from a reader, I am revisiting this subject.

            In this teaching moment, and I do see this as a teaching moment, you will likely assume I am touting my way of doing things. I am, and my way is the correct way.

            History:

            I am sure you would not be surprised to know, I have always been a visual learner. If the instructor presented a lesson showing and explaining the subject matter, I would learn and remember the information. If I were told to read a chapter, I had little chance of understanding the material. It is as if the first few words go away as I am reading other words.

            Now we know why I am good at observing settings, situations, and people.

            I am working from past memories, as many of today’s management teams have changed since my retirement. That being said, I believe that most of the management team members do not have the time to, do not have the patience to, or, do not want to take the time to observe. I would bet that many of these members of management consider themselves as observing during their daily routines.

            During their daily routine, managers and supervisors observe a select group of situations to understand the work flow. They may look at a computer screen to get a progress report. One knows that they are ahead, even, or behind, but not why, by looking at the report.

            One may go to the starting benches of various work areas to see how the work is progressing. While there, they may review each person’s production up to that point. They know someone’s production is better than another, but not why. 

            One may go into a work area and see a buildup of product (dept. getting behind) without knowing why. This manager may move an employee or two into the area to catch them up.

            All of the above situations require some review and some effort from the manager or supervisor, and I would say this is normal. I believe these managers and supervisors would tell you they do not have enough time during the day to, “waste time trying to observe”.

            I would say to these managers and supervisors to review their daily work routines and look for wasted time. There are many opportunities that one can find to save time, if only they look.

            If in fact supervisors and managers do not have any extra time, and there is no wasted time on the manager’s part, talking, making personal calls, taking extra time at break, thinking about a project at home, checking personal emails, waiting for a meeting to start, etc. then additional help is needed.

            What are the improvements that would occur, when members of the management teams, on a regular basis, begin to observe and talk with staff? I believe morale can be improved in major ways, if management will, on a regular basis, take the time to talk with staff during observation periods.

Attention: when talking to staff, it is often more beneficial for the staff member to talk with a manager, other than their own. An outsider will observe situations and receive comments that the usual manager will not, or an outsider will be more likely to listen to comments with more interest.

            Managers must share information they have learned, weather by observation or conversing! This at times is not comfortable, but necessary. 

            Allow me to say, management should use all their knowledge in the work setting, and they should learn from present day employees. That seems so simple doesn’t it, and it is, but how many do.  

            Can you, without fear of reprisal, communicate your observations and discussions to other managers? Managers of all levels should be able to honestly communicate with other managers. What does that manager know, if only they would tell you, and if only you would listen?

Regardless of who you are, or what level you are at, “You can, and should improve”!

Don Ford          

             

Investigating an incident

            The Friction Report 09.29.17

            

                  Investigating an incident

                                                                  by Don Ford

                Investigating an incident and determining whether it was an accident is very important, as the results may have a detrimental effect to the staff member involved, and it will likely be important for future safety.

                When something has been damaged, take photos of the damage, along with several photos of equipment involved and the surrounding area as soon as possible after the event. All photos may be very important, as the area will be cleaned and or repaired, and the photos will provide information during discussions later. Most managers carry a cell phone capable of taking photos.

                Make detailed notes, of what happened? There should be more than one person investigating an incident, each person should make their own notes and then as a group review and consolidate the information. Although there will be one person heading the investigation, that one person’s information and opinions, are no more important than others. In other words, if you are a part of the investigation team, your input is necessary and as important as all others. You might see something that others have missed!

                It has been suggested, that occasionally someone in authority might have their mind made up about an accident or incident, and forces their opinion onto others involved in the investigation process. In other words, the person in charge rules the investigation team, not allowing everyone to consider everything.

                The investigation should explain why the incident happen, was there a violation of safe work procedures, and what could be done to avoid this incident in the future. Investigation results could provide information for future safe work procedures. 

                To help the investigation team learn proper procedures, there must be practice incidents. It is suggested that a person who is not going to be involved in the investigation, set up an incident. This person’s only involvement should be, setting up the incident scene, and providing a verbal description of what happened.   

                As a team member, you want to understand;

                What happened?                 When did it happen?         

                Why did this happen?        Who was involved?

                Was there any witness?

               

                Often, investigations over look asking those who work in the area, and or those who may have temporarily been in the area what they saw or know about the incident. Coworkers may have information about work habits, product location or equipment concerns that were there before the incident occurred.

                Do not assume, investigate!

Don Ford

The Friction Report 09.21.17

      Termination, do’s and don’ts!

                                                            by Don Ford

            What are some key points to an effective termination?

1. Preparation and confidentiality very important!
2. Collect and review all the information!
3. Be sure your information is correct!
4. Get necessary approvals!
5. Have a witness to the termination process!
6. Select the appropriate time for the termination. Do not terminate close to a break period or lunch period! This person should be allow to leave without coming in contact with other employees.
7. When you start the termination process, be clear and to the point. This is a termination, do not apologize. (Often there is a period of shock for the soon to be ex-employee in which they do not present a rebuttal. Use this time to complete the termination process and allow the person to leave.)
8. State the facts clearly, this is not a debate, provide necessary paperwork.
9. Allow them to leave, have them escorted to their locker, allow them to clear their locker and leave the building. If they state they have personal items in the work area, either send someone to retrieve these items or offer to UPS them to their home. Do not allow the soon to be terminated person to go back into the work areas.
10. Someone must observe them as they leave the building and leave the property. You must be sure they do not have an accident and hurt themselves (possible law suit) or damage company or others property.
11. Notes must be made immediately following the termination.

            Below are a few termination situations for you to consider. All are true terminations. 

First, an employee is caught stealing from the company or, an employee has been caught in the act of positioning merchandise in a location so he can steal it later, and he admits to such.

Second, we can consider the termination of an employee for assaulting another.

Third, it is reported that a long term employee is making errors in their work, the errors have been verified.

Fourth, an employee is using tobacco in the building during working hours.

           

                First: It was lunch period and all hourly staff were required to be out of the work areas during lunch. I had eaten my lunch and decided to review the order status of all the filling departments. I was about half way through the first building (the two buildings were attached making them one but there was a wall between the two) when I heard a noise. Knowing that no one was supposed to be in the area I drove in the direction of the noise. To my surprise there was a trash cart rolling to a stop. Trash carts were large metal carts about 4 foot tall. Seeing no one, I looked in the cart. There were several chain saws still in their cartons in this trash cart.

                I immediately went to an intercom and called for a department manager who was in the break room. When he answered I told him to quickly step outside the break room and watch for anyone coming from the filling areas. Anyone coming from the filling areas should be stopped and brought to where I was in the building.

                Not more than a minute had passed when I heard the department manager coming into this department, and he had an employee with him. The employee said he had come out into the building to get his medicine from his jacket. 

                I then walked over to the trash cart and asked him what he knew about the chain saws in the trash cart. He paused for a minute and then stated, “I put them there”. We asked, “Why”. He stated, “I was going to push the cart over to the side unloading door, and after work today I was going to say there was some old wood pallets that I wanted to take home. When I got the wood pallets I would take the chain saws too”.

                Would terminating this employee be difficult? You decide.

                        Second: There had been an incident in the center were one person pushed another. The fellow that was pushed came in and told me his story. I called the other fellow in, and he told me his version. In fact there had been an assault. I, following company policy called HR and relayed the incident to them. They said they would consider and get back to me. HR had to review and then get approvals from higher ups in the company.

                        As I was waiting for the decision to terminate, which I knew was coming, an employee called me and said, the fellow that had pushed the other person is telling everyone, you better have the police here if you are going to try and fire him.

                        I again called HR and passed that info on.

                        It wasn’t too long when I got the call from HR to terminate, and they said get the police to be there when you terminate. I called the police and told them what was going on. They sent an officer over. I called the employee in to the manager’s office. The officer walked over to him and said, “This man has something to tell you, be quite and listen.” The officer turned to me and said, “Go ahead”.

                        Would terminating this employee be difficult? You decide.

                        Third: This employee in their late 40s has 1 child who is in school, has been employed with us for over 8 years. This employee has an excellent attendance, is productive and liked by most coworkers.  During the past 5 months there has been several errors in their work reported. This employee has been counseled several times, they have received a written warning, and have also received a three days suspension. This person has been told the errors must stop, if not, they are subject to termination!

                        A coworker to this employee, again reports to management that errors are still being made. You take this information and check for the errors. Finding the reported errors, you report to HR.  After consideration and receiving approvals from upper management, the decision is made to terminate this employee.

            Would terminating this employee be difficult? You decide.

            If you knew this person was a single parent?

            If you knew this person was a female?

            If you knew this person was providing care for their parent?

            If you knew the person reporting these errors, wanted this person’s job?

                Fourth: An employee who had worked at our center for several years had volunteered to go help a new center get ready to open. This employee used chewing tobacco. During a break this employee went outside to get a chew. Break was over and this employee either forgot to get rid of his chew before entering the building or, intentionally kept the chew in his mouth. Either way, the manager knew this person had a chew in his mouth and addressed the employee. The employee said he forgot.

                The manager consulted with HR. The employee was driven about 100 miles to the airport. Put on a plane and sent home. I was instructed to terminate the employee for using tobacco in the building, when he returned to our center.

            Would terminating this employee be difficult? You decide.

                Using tobacco is a termination offence, is this offence equal to theft or assault?

            Did the fellow truly forget he had the chew in his mouth? Could forgetfulness be a reason            for not terminating?

            How was the manager made aware of this employee having a chew?

            This person had volunteered to help at this center. Should that have been considered?

Don Ford

The Friction Report 09.19.17

               

                        Snow and Pizza

                                                            by Don Ford

                Many days ago, or was it many years ago, during one of the times when I was filling in as a temporary General Manager at the New York center, it snowed. The work part of these trips was not much different from other centers. I have noticed that the General Manager at each center, has a big effect on the staff’s actions and attitudes, which includes production, quality and safety. I believe it is much like the effect that parents have on their children, even though the children do not know or want to believe they do. 

            Although this article is not about the effects that a manager has on staff, probably upper management considers this each time they select a manager, if they don’t they should.

            This article is about a fellow whose home was in Texas, where it seldom snows. This is actually about two snow falls during various visits to the northern state. It did snow several times during visits to New York but most were small snow falls of a couple inches.

            We had completed the day’s work and staff had left the building. There had been predictions of snow and it had snowed a little during the day. I finished my work and headed for the hotel. The snow fall was very heavy and I thought I should get to the hotel before it got any worse. There was a restaurant within walking distance of the hotel.

            After a short nap in the hotel room, (I most always took a short nap when I arrived at the hotel after a day’s work) I walked to the lobby. I looked out the front door and decided I did not want to go out in the snow which was about 7 inches deep and it was still snowing.

            What do I do, not eat? I took a chance and called a pizza place and asked if they were still delivering. The voice on the other end of the phone said, “Sure”. It was as if the snow meant nothing to them. I ordered and they delivered. Excellent service!

            The next morning the parking lot and roads were cleared.

            If we received 2 inches of snow here in Hewitt TX, everything would come to a halt, and I mean everything!

                Another snow event in the New York State. I had left work and drove over to Middle Town. There is two ways to get to Middle Town from the Center. One is a nice two lane back road with little traffic and the other was a divided 4 lane highway. I liked the side road which when I got into Middle Town it took me directly to the Red Lobster restaurant.

                I arrived at the restaurant about dark, there were few vehicles on the parking lot. There were snow flurries during the drive over to Middle Town but nothing that indicated bad weather coming. I entered the establishment and ordered my meal. There were a few customers this evening but not as many as usual, possibly that should have been an alert to me of what was coming. I enjoyed a leisurely meal which took a while. Upon leaving the front door I was very surprised that there was about 5 inches of snow on the ground and it was still falling! This snow consisted of huge snowflakes.

                Not good I thought. I will need to take the highway back, believing that the traffic on the highway would have the snow packed down, or they probably have the snow plows out and the road will be cleared, making it easier driving for this southern boy.

                I removed the snow from the windshield and made my way over to the on ramp to highway 84. I naturally noticed that the snow had not been removed from the on ramp, and was very surprised that the highway was not cleared either. In fact, there was one set of tire tracks in the snow on the highway and zero traffic. There was no way for me to get off the highway, so I was more or less forced to attempt to get back to New Burgh. I attempted to follow the tire tracks in the snow and I did not know or care which lane I was in. I don’t remember how far it is from Middle town to New Burgh but is seems as if it was about 20 miles. 

                I do remember that was one of the longest drives of my life. No traffic on either side of the road, 5 plus inches of snow and it was still snowing very hard.

                I made it back to the hotel safely. The next morning, all the streets and the parking lot at the hotel had been plowed and the drive back to work was fairly easy.

                We will not talk about going to Medina in the winter, it snowed every time I went during winter months!

Don Ford