Document 91KwxqJbmO4nx0ODjG2BbGrQV
May 9, 1940
DR. B. A. OHOI
A
Dear Dr. Reboot
Since our conversation In Raw
ad the
^raster part of my tlma to a study of
ons. 3eoriV*e divial a
offlca activities esnter upon fisld o^^atlons
ustomer ralations. this
raport is oonfinad to tha component
two phasas*
I have tri
his x^cort in tha a&aa spirit in
which it was assigned
re ho^a that any statement 1 bare
msda will not be ragard
criticlaA of Company policy or personnel,
That the/ >rt may appear
a largely due to a desire on ay part
-0 elio/ijiate a tlresoita\repetition of "I believe" and "I think.* No attempt
has be^itaada to astaJtiAsh a connected report since X baliere that the
various p'S^free-joaff^pest he discussed In separate form and that agreement
in detail is essential before the pattern can be assembled as a whole.
, Tbe Establishment of a Definite Sales-Ssfsty Management Policy
In tbe establishment of a safety organization, complete
recognition matt be gl*n to tbe interlocking nature of our sales and
asfaty programs. Dlraotly or lndiraotly, tha actions of ons affect the
other sines both lnrolrs customer relations. Beoausa of this faot, co
ordination rather than separation affords th only possible solution* EC4675
K 0698
ptt * * Bm
to appoint ad for^bf parpoa* f ****4rtlto.rtloaMaadcatfat7 a*tirtHto for tto tort iaitml of tto Oawpaiy* .^to foxwatl?* of o two-aaa toard
la oaaoatlal to^dirlaioa offieaa. -It .^antralixaacontrol, afford# prcwpt
artloa oa.oar^tortlm ralaod la tto field* and, atttto ** tl*o, oaooroa
4lTlaloa offUa(.rt#rf# ttot ttolr.probloo# #roiol*arly proaadted to botk
dapartmanto. Tto vorkln# aqnlttaf.jftoald dafiaitaly to,ll dread to^fo wan. for tto ola#t laity of f. 1artor troupvould taftfetltp.j rjaarp .porpoaoo*
eeatrallsatloD of,petpoaaibllity,aBd ooat^rr~N.
,,
. Tor.tto purport* of Uloamtion, aula a oowiitto^naould AX ooaalat of Mr. Salty* rapraaantia# l^j^aafI)apmatotll^aad Jtr* tawia*
rapraaantiat tto Safety Otjytawt^ Ali\#af^ry activities would to roporto
by division offices to toyXaaia, a)Modsr\rar proaont ayatoau. Copiaov#^
all oafat y corraapoadsafes* sxospt ttot| Of a jniraly tootoloal oat uro, would
to vision offlow atomld to laatruotpd that tto Salt#
So all watt ora that al#bt iafluencasal a sa idea. Snob tafontatlon would J,noluda. , ?-ls *
1* by eurtawars baaauaa of axcaaalv,at oortadua.to.
ifoty radulations*
1l it*
2. Proasura brought, upon eustonera in securing acraaoaat to aafoty
suggestions*
EC4676 K Ofc1^
Dr. *4 A. KMm
*' 0/9/40
6* X>*rel*ya*Bt *f-ft*V MftBMT
'
ftM- ;' B
7* ktillii'niirti f ii aontaet e with executive oustour jimnwl,
B. StpoHl An all mum* of allaged lead p*i*aal4B*v-: ~ ^ ^ ;
9* 71*14 eaggaatlon* o* Improved aafety technique.
10. fieport-*u Ability and' MtHt iruf#ty aagineara* 11* Ceplae *y safety oagla**r*'ttiNtty^letterot ' <*** 'M'-wpff
- * *Vad*7 th* aeafcltt#* oyttan, th* tctual detail 1 >t oafoty
work would b* handled by thO'Bafcty Depertnsnt
dlvlHen^
ffl#*** fh* Inter*ft* efthaBal** Be
ad by boniest
with division offlot* and through th*
At
regular nestings between Hr. Kaley an
greenest eould be1,
reached upon soot of tba
agreenantoannot bo:s
reached or vbtro doubt
ooorae of action, provlalou
boold bo and* to 0
TayKr and Dr. Kahoa.
* InferenedXfcat olthor do
ard control ayttan la not an , , *, .
- *
* *-v*> .
ft to ltaolf, would fail to raooga(lae"if
certairf (bondltloaa aaiinlalaal to the othar - It la ratbar a baalc plan to
\ \ . ..i.
?
II
""
eoordlz
activities of tba Bala* and Safety Departments along llnoa
fA A **, i; J>*r1
V
l# <.
aeoeptabli
In ao doing aat up a nor* efficient *af*goard for
-.u - *> `V.
.Ji.ai'* rtf
our corporate niitnot*
Baoaua* tba natura of *af*ty work naeaaaltat** tba aatabllah-
tr-v*..
'S -t i X.
.if "
^ j :w I'-.^ar e'VrtK i &.
nant of eloa* control, oafaty anglnaara must.work directly undar tba antborlty
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. *,.* . -* 3 * 'r* jF**
de
of dlTlaion offleaa. Any effort to oontrol flald oparationa froa th* aofoty
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headquartara in Haw York would b* detriaental to corporation interests. It
. "Yrt
.i
... .. .; ; jLJni M j .
would not only prove Inefficient from a coat atandpolnt, but it would defeat
tba aaaentlal feature of safety - rigid e ntrol*
EC4677
K O700
Dr. R. k<t tefcoe
6/9/40.
``'^-frlmery'control at llrltlw cffltM lt
1h*
following T--wUl' ^ } ., ..f
* it
1. Zt serves as -centralisation 901st for wox* assignment and iaaaras
a primary cheek of work progrete*
* It serve# 00 ceatrwtlsatloa jtlA for eoatsets 67 ouot
ht
3. It insure# IwMdliti aadoeuetenf wapervltlon of per
particularly
frow a -customer'relation standpoint* 1 * * -5. -w-: * v
The reocmaeadstleas sonsemlag tbs
engineers to in no 007 motivated 67 any percoael^deeiTe
over this group* They oro based entir
old
baa proved that rigid control and eo
ion offer the only*.,
approaoh toaefety. Zt la else equally
it tba aaaa oontrol and
supervision be maintain
tba oparatlona of division
offload.
Tb4 Veeeselty
plata frankness or Contaeta
r ,'-i * -r^*a i
^ete oooparmtlon of our ouatonar companies cannot be
slaar tbs aarlonanasa of tank elaanlng operations* I
" - < -d.iK . *
*^r< v
,
proeaduro to be followed!
desire to give to tba meeting its fall share'of
Importance, preliminary arrangements should be made by Mr. Webb
^.s w'-`. .1,1
: t r*J* `
t-> *v.v
* iv* * .J*. -j)f j.;
in a latter addressed to the presidents of our onatoner companies*
'**
s-*t.
rn' - , * * ^.7 ,
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2. Tbs enstomer attendance at conferences should include responsible
* . -t.; i-i,
"..a tr^-r
-*-.2
exeoutlvss of the sales, manufacturing and safety departments* This
would serve ns * 0beck on any later shifting of responsibility*
EC4678
K 0701
A. Keh
5/9^40
facts should he presented by aa extent Its nembbr of onr Medical
Department who would be aeosmpaniod by en executive of the alee
-apartment. Any deflation from this plan would detract from the
importance of our message.
4. Ouch statenente aa are made should be derold of Inference and establish
In unmistakable terms the exact facts.
5. since tbe direct purpose of the meeting la to develop ajid maintain
oloear control over tank oleaning operations, it is ese i tlel that we
secure the agreement of our customers to^rotppecrrxlyy*^obuliiNetttion aaeliljl. pi ersons
in their organization who have aut
abarovo work oT'dhifa nature,
t'ucfc a bulletin must be oe atron)
violation oould not
be Unregarded by tha nsnasaasnt
letter of confirms* ion shoul<5Nfck add ad to all executives attend-
Ing each conferenc^ f.n which the
ter discussed should b
stated in general tbftBS
?. Prov,
- erlodlcally the continued employment
of utives^dt the conference and the men receiving the original bu ctlon should be taken to lnstruot new personnel.
fabllshaent of Tank Cleaning Control System.
Effective control of tank cleaning In the field is dependant upon a completei knowledge of all points where authority for such work Is lsausd. This Information can ha secured in only one way - direct field contacts. To accept, as final, information obtained from general or head offices has proved unsound. >ueh a course permits too many unknown*, in cluding misinformation based upon lack of detailed knowledge and intentional
EC4679
K 070? , 'y
ST. R. A. Kbo*
5/9/40
op unintentional statements of fact. This approach further weaker* our
program by affording our own man as arouse la falling to carer a particular
situation.
It is suggested, therefore, that an accurate field study he
nads of each customer company and covering the entire marketing area of
that company. Every euetomer division offlea should he contacted end
Information aeeured aa to the source of tank cleaning autho:
particular sales field* If It is found that suchautboritj
farther down the lies to district offices, tne survey
from that point. In erery case, the ^psrfgatle^\iuBt lncluHpSjhe names
of men authorizing the work, the numben^of terke/feyeaned each quarter, and
the procedure followed 1
The data secured division offices. Boundaries
llnated at each of our own lual marketing areas, together with
the location of local points of authority and tank cleaning data, must be
plotted
Prarw^mnrf^^e made for a periodic check-up of
this d^tk to determine \areaa not reporting tank cleaning activities. In Bnch cAaea, an investigation should be made to ascertain whether this conditionsj^canes^tfy a lack of activity or a failure to report tanka cleaned.
A separate obart should be kept for eaoh customer company (Set Chart I), there a division of authority exists within a company because of the overlapping activities of different departments, separate cherts must be mads* This would lnolude terminal and refining points within a sales field (Sea Chart II).
EC4680
K 0703
Dr* R. A* laboa
5/9/AO
At firs* glanee, this program sight appear to preaent certain difficulties because of tha scope of tha surrey* Actually, tha difficult las aro not insurmountable, Za tha Chicago Division, covering saran states, tha data oan ba aoourad la about ona hundred and fifty contacts. This would lncluda not only baalo oontacts made at eustosMr division offices.
present safety engineers and a basic training course for new sen who would
form a reserve group upon which to draw in the event of emergency or
expansion. Through group conferences, Individual approaohea and solntl ns
oan ba exchanged and tha rapresentattvsa of aaoh division oan profit by
the experlenee of others.
Suoh neatInga should be of great value to the management not
nly beoause It glvaa them the opportunity of clearly establishing their
EC4681
* 070A
rr. A. Kefcoe
-S-
5/9/40
views, but also because It permits than to know battar, both technically
ird personally, the man responsible for safety operations In the field* Instruction Manual
There la an immediate need for a loose-leaf book of instruc
tions on safety. Such a annual would facilitate the training of new men.
Xt woula insure a soars# of ready reference at division off^Cjes, particularly when long aistanca phone oonvereetiocs with cuatomere requl^^ immediate answers. 1? would eliminate the possibility of pc&Apg und^r instructions issued in the past and later superseded, l-"would Serve~ffB\tfvcooatant
refresher course for safety engineers
Office per^jJqel.
last, but not least, it "?oula eneble'rafety tnejjfaira to travel without the large file of circular letteje-tiay nov\cw^flth them on the road.
Gust otfwfvHelgtfops
It must bei borne in mincj jhnt the safety operations of our company are ^largely associated In thyMinds of our customers with the word,
Xxpenayi? It is reoonmenabd^Ahmt^ooaeideration be given to plane to
eradicdtjs that feeli
\\
The recent purchase of the i'lre Prevention film
ie an example of actio/ desirable on our part. At thoee points share this
film has bacj^sEfiyaf our safsty engineers report a atticsable Improvement in the attitude of eertain individuals.
1 Medical Representatives
An effort should be made to impress upon executive personnel at refineries the true status of our medical representatives. I sincerely
hope that what I am about to say will not be misinterpreted or, worse still,
EC4682
K 0705
':r iW-i;.
Dr* R. A. E ho
9
/9/40
considered os applied to dot own doctors. Tbs fast remit**, however, that
to many industrial representatives, a "company doctor" is a first aid man
sslootsd from a field limited for ths most part to young aspiring or old
despairing doctors. Sines, by no stretch of tbs imagination, oould our
doctor# be placed in that oategory, it would seam wise to establish their
true status* There are, of eourse, many ways in which thlsg&uld be accom
plished, but probably the most effective would be definite x at sots between
our dootore and exscutit# refinery personnel* We~ax_aware that our doctors
are under pressure and that t ha increasing number of lnspeBtlta points
does not lighten their burden, yet we brieve that time ehoula\bU spent with refinery executives* Our doctoAAould h*>^*af*ty engineer! by
point!
mprTOStoents, they oould explain
the me
d eWte ell, they could develop
c cloe< to the
tlves that would prove Invaluable
Office Supervision
operati par cei
scbnmsndsd that in those divisions whtre refining five, the division managers spend at least twenty-five is on safety work. This would lnoluds fregusnt field
trips with safety engineers* In divisions where tank cleaning represented
the chief sotlvity, time could be devoted to a lesser degree*
In all safety operations, knowledge of conditions and rigid
control ere essential. It is my thought that time spent in the field will accomplish our purpose*
EC4683
K 0706
/*
1/t*4 A* To raduea tha raport to a alniau*, 1 hat# rarrainad from
citing oaaa hiatorlaa to prota a point* Tha faota giTam, boaarart can ba fully aupportad* Tha suggaationa aada art baaad on coaaidarabla atudy but not with tha point of rlem that thoy ara lafalllbla*
Sinea all raporta laava aonathing to ba daalrad* I'afcall
EC4684
K 0707
r'Jfa* atfr.
*