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A timeless lesson on how consultants can make a difference for your
organization. Last week, we took some friends out to a new restaurant
and noticed that the waiter who took our order carried a spoon in his
shirt pocket. It seemed a little strange. When the busboy brought our
water and utensils, I noticed he also had a spoon in his shirt pocket.
Then I looked around saw that all the staff had spoons in their pockets.
When the waiter came back to serve our soup I asked, 'Why the spoon?'
'Well, he explained, 'The restaurant's owners hired Andersen Consulting to
revamp all our processes. After several months of analysis, they concluded
that the spoon was the most frequently dropped utensil. It represents a
drop frequency of approximately 3 spoons per table per hour. If our
personnel are better prepared, we can reduce the number of trips back to
the kitchen and save 15 man-hours per shift.' As luck would have it, I
dropped my spoon and he was able to replace it with his spare. 'I'll get
another spoon next time I go to the kitchen instead of making an extra
trip to get it right now.' I was impressed. I also noticed that there
was a string hanging out of the waiter's fly. Looking round, I noticed
that all the waiters had the same string hanging from their flies. So
before he walked off, I asked the waiter 'Excuse me, but can you tell me
why you have that string right there?' 'Oh, certainly!' Then he lowered
his voice. 'Not everyone is so observant. That consulting firm I mentioned
also found out that we can save time in the restroom by tying this string
to the tip of our 'you know what'. That way, we can pull it out without
touching it and eliminate the need to wash our hands, shortening the time
spent in the restroom by 76.39 percent.' I asked, 'After you get it out,
how do you put it back?' 'Well,' he whispered, 'I don't know about the
others, but I use the spoon.