GOAL 4-6
Give a review of the chapters assigned in The Goal. There is no minimum word count but covering the material is essential. Try tying the chapters to something in the main text or in your current life/work environment. Each post is due by Sunday evening.
Also, answer the following question:
What three common financial measures express the goal to “make money”
Captured by Plamen T.
THE GOAL
A Process of Ongoing Improvement
THIRD REVISED EDITION
By
Eliyahu M. Goldratt
and
Jeff Cox
With interviews by David Whitford,
Editor at Large, Fortune Small Business
North River Press
Captured by Plamen T.
pvt
Note
Marked set by pvt
Additional copies can be obtained from your local
bookstore or the publisher:
The North River Press
Publishing Corporation
P.O. Box 567
Great Barrington, MA 01230
(800) 486-2665 or (413) 528-0034
www.northriverpress.com
First Edition Copyright 1984 Eliyahu M. Goldratt
Revised Edition Copyright 1986 Eliyahu M. Goldratt
Second revised Edition 1992 Eliyahu M. Goldratt
Third Revised Edition 2004 Eliyahu M. Goldratt
All rights reserved. No part of this book may be reproduced or utilized in any form
or by any means, electronic or mechanical, including photocopying, recording, or
any information storage retrieval system, without permission in writing from the
publisher
Manufactured in the United States of America
Library of Congress Cataloging-in-Publication Data
Goldratt, Eliyahu M., 1948-
The goal: a process of ongoing improvement
I. Coxjeff, 1951-. II. Title
PR9510.9.G64G61986 823 86-12566
ISBN: 0-88427-178-1
Captured by Plamen T.
http://www.northriverpress.com
INTRODUCTION
The Goal is about science and education. I believe that these
two words have been abused to the extent that their original
meanings have been lost in a fog of too much respect and mys-
tery. Science for me, and for the vast majority of respectable sci-
entists, is not about the secrets of nature or even about truths.
Science is simply the method we use to try and postulate a mini-
mum set of assumptions that can explain, through a straightfor-
ward logical derivation, the existence of many phenomena of na-
ture.
The Law of Conservation of Energy of physics is not truth. It
is just an assumption that is valid in explaining a tremendous
amount of natural phenomena. Such an assumption can never be
proven since even an infinite number of phenomena that can be
explained by it does not prove its universal application. On the
other hand, it can be disproved by just a single phenomenon that
cannot be explained by the assumption. This disproving does not
detract from the validity of the assumption. It just highlights the
need or even the existence of another assumption that is more
valid. This is the case with the assumption of the conservation of
energy which was replaced by Einstein’s more global-more valid
-postulation of the conservation of energy and mass. Einstein’s
assumption is not true to the same extent that the previous one
was not “true”.
Somehow we have restricted the connotation of science to a
very selective, limited assemblage of natural phenomena. We re-
fer to science when we deal with physics, chemistry or biology.
We should also realize that there are many more phenomena of
nature that do not fall into these categories, for instance those
phenomena we see in organizations, particularly those in indus-
trial organizations. If these phenomena are not phenomena of
nature, what are they? Do we want to place what we see in organi-
zations to the arena of fiction rather than into reality?
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E.M. Goldratt The Goal: A Process of Ongoing Improvement
This book is an attempt to show that we can postulate a very
small number of assumptions and utilize them to explain a very
large spectrum of industrial phenomena. You the reader can
judge whether or not the logic of the book’s derivation from its
assumptions to the phenomena we see daily in our plants is so
flawless that you call it common sense. Incidentally, common
sense is not so common and is the highest praise we give to a
chain of logical conclusions. If you do, you basically have taken
science from the ivory tower of academia and put it where it
belongs, within the reach of every one of us and made it applica-
ble to what we see around us.
What I have attempted to show with this book is that no
exceptional brain power is needed to construct a new science or
to expand on an existing one. What is needed is just the courage
to face inconsistencies and to avoid running away from them just
because “that’s the way it was always done”. I dared to interweave
into the book a family life struggle, which I assume is quite famil-
iar to any manager who is to some extent obsessed with his work.
This was not done just to make the book more popular, but to
highlight the fact that we tend to disqualify many phenomena of
nature as irrelevent as far as science is concerned.
I have also attempted to show in the book the meaning of
education. I sincerely believe that the only way we can learn is
through our deductive process. Presenting us with final conclu-
sions is not a way that we learn. At best it is a way that we are
trained. That’s why I tried to deliver the message contained in
the book in the Socratic way. Jonah, in spite of his knowledge of
the solutions, provoked Alex to derive them by supplying the
question marks instead of the exclamation marks. I believe that
because of this method, you the reader will deduce the answers
well before Alex Rogo succeeds in doing so. If you find the book
entertaining maybe you will agree with me that this is the way to
educate, this is the way we should attempt to write our textbooks.
Our textbooks should not present us with a series of end results
but rather a plot that enables the reader to go through the deduc-
tion process himself. If I succeed by this book to change some-
what your perception of science and education, this is my true
reward.
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E.M. Goldratt The Goal: A Process of Ongoing Improvement
INTRODUCTION TO
THE FIRST EDITION
“The Goal” is about New global principles of manufacturing.
It’s about people trying to understand what makes their world
tick so that they can make it better. As they think logically and
consistently about their problems they are able to determine
“cause and effect” relationships between their actions and the
results. In the process they deduce some basic principles which
they use to save their plant and make it successful.
I view science as nothing more than an understanding of the
way the world is and why it is that way. At any given time our
scientific knowledge is simply the current state of the art of our
understanding. I do not believe in absolute truths. I fear such
beliefs because they block the search for better understanding.
Whenever we think we have final answers progress, science, and
better understanding ceases. Understanding of our world is not
something to be pursued for its own sake, however. Knowledge
should be pursued, I believe, to make our world betterto make
life more fulfilling.
There are several reasons I chose a novel to explain my un-
derstanding of manufacturinghow it works (reality) and why it
works that way. First, I want to make these principles more un-
derstandable and show how they can bring order to the chaos
that so often exists in our plants. Second, I wanted to illustrate
the power of this understanding and the benefits it can bring.
The results achieved are not fantasy; they have been, and are
being, achieved in real plants. The western world does not have
to become a second or third rate manufacturing power. If we just
understand and apply the correct principles, we can compete
with anyone. I also hope that readers would see the validity and
value of these principles in other organizations such as banks,
hospitals, insurance companies and our families. Maybe the same
potential for growth and improvement exists in all organizations.
Finally, and most importantly, I wanted to show that we can
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E.M. Goldratt The Goal: A Process of Ongoing Improvement
all be outstanding scientists. The secret of being a good scientist, I
believe, lies not in our brain power. We have enough. We simply
need to look at reality and think logically and precisely about
what we see. The key ingredient is to have the courage to face
inconsistencies between what we see and deduce and the way
things are done. This challenging of basic assumptions is essential
to breakthroughs. Almost everyone who has worked in a plant is
at least uneasy about the use of cost accounting efficiencies to
control our actions. Yet few have challenged this sacred cow di-
rectly. Progress in understanding requires that we challenge basic
assumptions about how the world is and why it is that way. If we
can better understand our world and the principles that govern
it, I suspect all our lives will be better.
Good luck in your search for these principles and for your own
understanding of “The Goal.”
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E.M. Goldratt The Goal: A Process of Ongoing Improvement
ABOUT THE AUTHOR
Dr. Eli Goldratt’s book, The Goal has been a best seller since
1984 and is recognized as one of the best-selling management
books of all time. Recently, the Japanese edition of The Goal
sold over 500,000 copies in less than one year after being re-
leased.
Eli Goldratt is the author of many other books including the
business novels, It’s Not Luck (the sequel to The Goal), Criti-
cal Chain, and Necessary but Not Sufficient. His books have been
Iranslated into 27 languages and sales have exceeded 6 million
copies worldwide. His latest book is, Necessary but Not Sufficient,
which focuses on the low rate of return obtained by companies
on their huge investments in IT and enterprise resource plan-
ning (ERP) systems.
Eli Goldratt is the founder of TOC for education; a non-profit
organization dedicated to bringing TOC thinking and tools to
teachers and their students (www.tocforeducation.com). Dr.
Goldratt currently spends his time promoting TOC for Edu-
cation and The Goldratt Group while he continues to write,
lecture and consult.
For more information on Eli Goldratt and his current projects
visit his web site at: www.eligoldratt.com.
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E.M. Goldratt The Goal: A Process of Ongoing Improvement
http://www.tocforeducation.com
http://www.eligoldratt.com
THE GOAL
THIRD REVISED EDITION
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E.M. Goldratt The Goal: A Process of Ongoing Improvement
1
I come through the gate this morning at 7:30 and I can see it
from across the lot: the crimson Mercedes. It’s parked beside the
plant, next to the offices. And it’s in my space. Who else would do
that except Bill Peach? Never mind that the whole lot is practi-
cally empty at that hour. Never mind that there are spaces
marked “Visitor.” No, Bill’s got to park in the space with my title
on it. Bill likes to make subtle statements. So, okay, he’s the divi-
sion vice-president, and I’m just a mere plant manager. I guess
he can park his damn Mercedes wherever he wants.
I put my Mazda next to it (in the space marked “Controller”).
A glance at the license as I walk around it assures me it has to be
Bill’s car because the plate says “NUMBER 1.” And, as we all
know, that’s absolutely correct in terms of who Bill always looks
out for. He wants his shot at CEO. But so do I. Too bad that I
may never get the chance now.
Anyway, I’m walking up to the office doors. Already the
adrenalin is pumping. I’m wondering what the hell Bill is doing
here. I’ve lost any hope of getting any work done this morning. I
usually go in early to catch up on all the stuff I’m too busy to do
during the day, because I can really get a lot done before the
phone rings and the meetings start, before the fires break out.
But not today.
“Mr. Rogo!” I hear someone calling.
I stop as four people come bursting out of a door on the side
of the plant. I see Dempsey, the shift supervisor; Martinez, the
union steward; some hourly guy; and a machining center fore-
man named Ray. And they’re all talking at the same time. Demp-
sey is telling me we’ve got a problem. Martinez is shouting about
how there is going to be a walkout. The hourly guy is saying
something about harassment. Ray is yelling that we can’t finish
some damn thing because we don’t have all the parts. Suddenly
I’m in the middle of all this. I’m looking at them; they’re looking
at me. And I haven’t even had a cup of coffee yet.
When I finally get everyone calmed down enough to ask
what’s going on, I learn that Mr. Peach arrived about an hour
before, walked into my plant, and demanded to be shown the
status of Customer Order Number 41427.
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E.M. Goldratt The Goal: A Process of Ongoing Improvement
Well, as fate would have it, nobody happened to know about
Customer Order 41427. So Peach had everybody stepping and
fetching to chase down the story on it. And it turns out to be a
fairly big order. Also a late one. So what else is new? Everything
in this plant is late. Based on observation, I’d say this plant has
four ranks of priority for orders: Hot . . . Very Hot . . . Red
Hot . . . and Do It NOW! We just can’t keep ahead of anything.
As soon as he discovers 41427 is nowhere close to being
shipped, Peach starts playing expeditor. He’s storming around,
yelling orders at Dempsey. Finally it’s determined almost all the
parts needed are ready and waitingstacks of them. But they
can’t be assembled. One part of some sub-assembly is missing; it
still has to be run through some other operation yet. If the guys
don’t have the part, they can’t assemble, and if they can’t assem-
ble, naturally, they can’t ship.
They find out the pieces for the missing subassembly are
sitting over by one of the n/c machines, where they’re waiting
their turn to be run. But when they go to that department, they
find the machinists are not setting up to run the part in question,
but instead some other do-it-now job which somebody imposed
upon them for some other product.
Peach doesn’t give a damn about the other do-it-now job. All
he cares about is getting 41427 out the door. So he tells Dempsey
to direct his foreman, Ray, to instruct his master machinist to
forget about the other super-hot gizmo and get ready to run the
missing part for 41427. Whereupon the master machinist looks
from Ray to Dempsey to Peach, throws down his wrench, and
tells them they’re all crazy. It just took him and his helper an
hour and a half to set up for the other part that everyone needed
so desperately. Now they want to forget about it and set up for
something else instead? The hell with it! So Peach, always the
diplomat, walks past my supervisor and my foreman, and tells the
master machinist that if he doesn’t do what he’s told, he’s fired.
More words are exchanged. The machinist threatens to walk off
the job. The union steward shows up. Everybody is mad. Nobody
is working. And now I’ve got four upset people greeting me
bright and early in front of an idle plant.
“So where is Bill Peach now?” I ask.
“He’s in your office,” says Dempsey.
“Okay, would you go tell him I’ll be in to talk to him in a
minute,” I ask.
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Dempsey gratefully hurries toward the office doors. I turn to
Martinez and the hourly guy, who I discover is the machinist. I
tell them that as far as I’m concerned there aren’t going to be any
firings or suspensionsthat the whole thing is just a misunder-
standing. Martinez isn’t entirely satisfied with that at first, and the
machinist sounds as if he wants an apology from Peach. I’m not
about to step into that one. I also happen to know that Martinez
can’t call a walkout on his own authority. So I say if the union
wants to file a grievance, okay; I’ll be glad to talk to the local
president, Mike O’Donnell, later today, and we’ll handle every-
thing in due course. Realizing he can’t do anything more before
talking to O’Donnell anyway, Martinez finally accepts that, and
he and the hourly guy start walking back to the plant.
“So let’s get them back to work,” I tell Ray.
“Sure, but uh, what should we be working on?” asks Ray.
“The job we’re set up to run or the one Peach wants?”
“Do the one Peach wants,” I tell him.
“Okay, but we’ll be wasting a set-up,” says Ray.
“So we waste it!” I tell him. “Ray, I don’t even know what the
situation is. But for Bill to be here, there must be some kind of
emergency. Doesn’t that seem logical?”
“Yeah, sure,” says Ray. “Hey, I just want to know what to
do.”
“Okay, I know you were just caught in the middle of all this,”
I say to try to make him feel better. “Let’s just get that setup done
as quick as we can and start running that part.”
“Right,” he says.
Inside, Dempsey passes me on his way back to the plant. He’s
just come from my office and he looks like he’s in a hurry to get
out of there. He shakes his head at me.
“Good luck,” he says out of the corner of his mouth.
The door to my office is wide open. I walk in, and there he is.
Bill Peach is sitting behind my desk. He’s a stocky, barrel-chested
guy with thick, steely-gray hair and eyes that almost match. As I
put my briefcase down, the eyes are locked onto me with a look
that says This is your neck, Rogo.
“Okay, Bill, what’s going on?” I ask.
He says, “We’ve got things to talk about. Sit down.”
I say, “I’d like to, but you’re in my seat.”
It may have been the wrong thing to say.
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“You want to know why I’m here?” he says. “I’m here to save
your lousy skin.”
I tell him, “Judging from the reception I just got, I’d say
you’re here to ruin my labor relations.”
He looks straight at me and says, “If you can’t make some
things happen around here, you’re not going to have any labor to
worry about. Because you’re not going to have this plant to worry
about. In fact, you may not have a job to worry about, Rogo.”
“Okay, wait a minute, take it easy,” I say. “Let’s just talk
about it. What’s the problem with this order?”
First of all, Bill tells me that he got a phone call last night at
home around ten o’clock from good old Bucky Burnside, presi-
dent of one of UniCo’s biggest customers. Seems that Bucky was
having a fit over the fact that this order of his (41427) is seven
weeks late. He proceeded to rake Peach over the coals for about
an hour. Bucky apparently had gone out on a limb to sway the
order over to us when everybody was telling him to give the
business to one of our competitors. He had just had dinner with
several of his customers, and they had dumped all over him be-
cause their orders were latewhich, as it happens, was because of
us. So Bucky was mad (and probably a little drunk). Peach was
able to pacify him only by promising to deal with the matter
personally and by guaranteeing that the order would be shipped
by the end of today, no matter what mountains had to be moved.
I try to tell Bill that, yes, we were clearly wrong to have let
this order slide, and I’ll give it my personal attention, but did he
have to come in here this morning and disrupt my whole plant?
So where was I last night, he asks, when he tried to call me at
home? Under the circumstances, I can’t tell him I have a personal
life. I can’t tell him that the first two times the phone rang, I let it
ring because I was in the middle of a fight with my wife, which,
oddly enough, was about how little attention I’ve been giving her.
And the third time, I didn’t answer it because we were making
up.
I decide to tell Peach I was just late getting home. He doesn’t
press the issue. Instead, he asks how come I don’t know what’s
going on inside my own plant. He’s sick and tired of hearing
complaints about late shipments. Why can’t I stay on top of
things?
“One thing I do know,” I tell him, “is that after the second
round of layoffs you forced on us three months ago, along with
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E.M. Goldratt The Goal: A Process of Ongoing Improvement
the order for a twenty percent cutback, we’re lucky to get any-
thing out the door on time.”
“Al,” he says quietly, “just build the damn products. You
hear me?”
“Then give me the people I need!” I tell him.
“You’ve got enough people! Look at your efficiencies, for
god’s sake! You’ve got room for improvement, Al,” he says.
“Don’t come crying to me about not enough people until you
show me you can effectively use what you’ve got.”
I’m about to say something when Peach holds up his hand
for me to shut my mouth. He stands up and goes over to close the
door. Oh shit, I’m thinking.
He turns by the door and tells me, “Sit down.”
I’ve been standing all this time. I take a seat in one of the
chairs in front of the desk, where a visitor would sit. Peach re-
turns behind the desk.
“Look, Al, it’s a waste of time to argue about this. Your last
operations report tells the story,” says Peach.
I say, “Okay, you’re right. The issue is getting Burnside’s
order shipped”
Peach explodes. “Dammit, the issue is not Burnside’s order!
Burnside’s order is just a symptom of the problem around here.
Do you think I’d come down here just to expedite a late order?
Do you think I don’t have enough to do? I came down here to
light a fire under you and everybody else in this plant. This isn’t
just a matter of customer service. Your plant is losing money.”
He pauses for a moment, as if he had to let that sink in. Then
bamhe pounds his fist on the desk top and points his finger
at me.
“And if you can’t get the orders out the door,” he continues,
“then I’ll show you how to do it. And if you still can’t do it, then
I’ve got no use for you or this plant.”
“Now wait a minute, Bill”
“Dammit, I don’t have a minute!” he roars. “I don’t have
time for excuses anymore. And I don’t need explanations. I need
performance. I need shipments. I need income!”
“Yes, I know that, Bill.”
“What you may not know is that this division is facing the
worst losses in its history. We’re falling into a hole so deep we may
never get out, and your plant is the anchor pulling us in.”
I feel exhausted already. Tiredly I ask him, “Okay, what do
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you want from me? I’ve been here six months. I admit it’s gotten
worse instead of better since I’ve been here. But I’m doing the
best I can.”
“If you want the bottom line, Al, this is it: You’ve got three
months to turn this plant around,” Peach says.
“And suppose it can’t be done in that time?” I ask.
“Then I’m going to go to the management committee with a
recommendation to close the plant,” he says.
I sit there speechless. This is definitely worse than anything I
expected to hear this morning. And, yet, it’s not really that sur-
prising. I glance out the window. The parking lot is filling with
the cars of the people coming to work first shift. When I look
back, Peach has stood up and is coming around the desk. He sits
down in the chair next to me and leans forward. Now comes the
reassurance, the pep talk.
“Al, I know that the situation you inherited here wasn’t the
best. I gave you this job because I thought you were the one who
could change this plant from a loser to … well, a small winner
at least. And I still think that. But if you want to go places in this
company, you’ve got to deliver results.”
“But I need time, Bill.”
“Sorry, you’ve got three months. And if things get much
worse, I may not even be able to give you that.”
I sit there as Bill glances at his watch and stands up, discus-
sion ended.
He says, “If I leave now, I’ll only miss my first meeting.”
I stand up. He walks to the door.
Hand on the knob, he turns and says with a grin, “Now that
I’ve helped you kick some ass around here, you won’t have any
trouble getting Bucky’s order shipped for me today, will you?”
“We’ll ship it, Bill,” I say.
“Good,” he says with wink as he opens the door.
A minute later, I watch from the window as he gets into his
Mercedes and drives toward the gate.
Three months. That’s all I can think about.
I don’t remember turning away from the window. I don’t
know how much time has passed. All of a sudden, I’m aware that
I’m sitting at my desk and I’m staring into space. I decide I’d
better go see for myself what’s happening out in the plant. From
the shelf by the door, I get my hard hat and safety glasses and
head out. I pass my secretary.
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“Fran, I’ll be out on the floor for a little while,” I tell her as I
go by.
Fran looks up from a letter she’s typing and smiles.
“Okey-dokey,” she says. “By the way, was that Peach’s car I
saw in your space this morning?”
“Yes, it was.”
“Nice car,” she says and she laughs. “I thought it might be
yours when I first saw it.”
Then I laugh. She leans forward across the desk.
“Say, how much would a car like that cost?” she asks.
“I don’t know exactly, but I think it’s around sixty thousand
dollars,” I tell her.
Fran catches her breath. “You’re kidding me! That much? I
had no idea a car could cost that much. Wow. Guess I won’t be
trading in my Chevette on one of those very soon.”
She laughs and turns back to her typing.
Fran is an “okey-dokey” lady. How old is she? Early forties
I’d guess, with two teen-aged kids she’s trying to support. Her
ex-husband is an alcoholic. They got divorced a long time ago
. . . since then, she’s wanted nothing to do with a man. Well,
almost nothing. Fran told me all this herself on my second day at
the plant. I like her. I like her work, too. We pay her a good wage
… at least we do now. Anyway, she’s still got three months.
Going into the plant is like entering a place where satans and
angels have married to make kind of a gray magic. That’s what it
always feels like to me. All around are things that are mundane
and miraculous. I’ve always found manufacturing plants to be
fascinating placeseven on just a visual level. But most people
don’t see them the way I do.
Past a set of double doors separating the office from the
plant, the world changes. Overhead is a grid of lamps suspended
from the roof trusses, and everything is cast in the warm, orange
hues of sodium-iodine light. There is a huge chain-link cage
which has row after row of floor-to-roof racks loaded with bins
and cartons filled with parts and materials for everything we
make. In a skinny aisle between two racks rides a man in the
basket of a forklift crane that runs along a track on the ceiling.
Out on the floor, a reel of shiny steel slowly unrolls into the
machine that every few seconds says “Ca-chunk.”
Machines. The plant is really just one vast room, acres of
i-pace. filled with machines. They are organized in blocks and the
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E.M. Goldratt The Goal: A Process of Ongoing Improvement
blocks are separated by aisles. Most of the machines are painted
in solid March Gras colorsorange, purple, yellow, blue. From
some of the newer machines, ruby numbers shine from digital
displays. Robotic arms perform programs of mechanical dance.
Here and there, often almost hidden among the machines,
are the people. They look over as I walk by. Some of them wave; I
wave back. An electric cart whines past, an enormous fat guy
driving it. Women at long tables work with rainbows of wire. A
grimy guy in amorphous coveralls adjusts his face mask and
ignites a welding torch. Behind glass, a buxom, red-haired
woman pecks the keys on a computer terminal with an amber
display.
Mixed with the sights is the noise, a din with a continuous
underlying chord made by the whirr of fans, motors, the air in
the ventilatorsit all sounds like an endless breath. At random
comes a BOOM of something inexplicable. Behind me ring the
alarm bells of an overhead crane rumbling up its track. Relays
click. The siren sounds. From the P.A. system, a disembodied
voice talks like God, intermittently and incomprehensibly, over
everything.
Even with all that noise, I hear the whistle. Turning, I see the
unmistakable shape of Bob Donovan walking up the aisle. He’s
some distance away. Bob is what you might call a mountain of a
man, standing as he does at six-foot-four. He weighs in at about
250 pounds, a hefty portion of which is beer gut. He isn’t the
prettiest guy in the world … I think his barber was trained by
the Marines. And he doesn’t talk real fancy; I suspect it’s a point
of pride with him. But despite a few rough edges, which he
guards closely, Bob is a good guy. He’s been production manager
here for nine years. If you need something to happen, all you do
is talk to Bob and if it can be done, it will be by the next time you
mention it.
It takes a minute or so for us to reach each other. As we get
closer, I can see he isn’t very cheerful. I suppose it’s mutual.
“Good morning,” says Bob.
“I’m not sure what’s good about it,” I say. “Did you hear
about our visitor?”
“Yeah, it’s all over the plant,” says Bob.
“So I guess you know about the urgency for shipping a cer-
tain order number 41427?” I ask him.
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E.M. Goldratt The Goal: A Process of Ongoing Improvement
He starts to turn red. “That’s what I need to talk to you
about.”
“Why? What’s up?”
“I don’t know if word reached you yet, but Tony, that master
machinist Peach yelled at, quit this morning,” says Bob.
“Aw, shit,” I mutter.
“I don’t think I have to tell you that guys like that are not a
dime a dozen. We’re going to have a tough time finding a re-
placement,” says Bob.
“Can we get him back?”
“Well, we may not want him back,” says Bob. “Before he
quit, he did the set-up that Ray told him to do, and put the
machine on automatic to do its run. The thing is, he didn’t
tighten two of the adjusting nuts. We got little bits of machine tool
all over the floor now.”
“How many parts do we have to scrap?”
“Well, not that many. It only ran for a little while.”
“Will we have enough to fill that order?” I ask him.
“I’ll have to check,” he says. “But, see, the problem is that
the machine itself is down and it may stay down for some time.”
“Which one is it?” I ask.
“The NCX-10,” he says.
I shut my eyes. It’s like a cold hand just reached inside me
and grabbed the bottom of my stomach. That machine is the only
one of its type in the plant. I ask Bob how bad the damage is. He
says, “I don’t know. They’ve got the thing half torn apart out
there. We’re on the phone with the manufacturer right now.”
I start walking fast. I want to see it for myself. God, are we in
trouble. I glance over at Bob, who is keeping pace with me.
“Do you think it was sabotage?” I ask.
Bob seems surprised. “Well, I can’t say. I think the guy was
just so upset he couldn’t think straight. So he screwed it up.”
I can feel my face getting hot. The cold hand is gone. Now
I’m so pissed off at Bill Peach that I’m fantasizing about calling
him on the phone and screaming in his ear. It’s his fault! And in
my head I see him. I see him behind my desk and hear him
telling me how he’s going to show me how to get the orders out
the door. Right, Bill. You really showed me how to do it.
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E.M. Goldratt The Goal: A Process of Ongoing Improvement
2
Isn’t it strange to feel your own world is falling apart while
those of the people close to you are rock steady? And you can’t
figure out why they’re not affected the way you are. About 6:30, I
slip away from the plant to run home and grab some dinner. As I
come through the door, Julie looks up from the television.
“Hi,” she says. “Like my hair?”
She turns her head. The thick, straight brown hair she used
to have is now a mass of frizzed ringlets. And it isn’t all the same
color anymore. It’s lighter in places.
“Yeah, looks great,” I say automatically.
“The hairdresser said it sets off my eyes,” she says, batting
her long lashes at me. She has big, pretty blue eyes; they don’t
need to be “set off in my opinion, but what do I know?
“Nice,” I say.
“Gee, you’re not very enthusiastic,” she says.
“Sorry, but I’ve had a rough day.”
“Ah, poor baby,” she
