Musing on Metrics column Order from Chaos – a Parable
	A young man who loved working with machinery decided to become an auto mechanic. He studied his trade diligently and opened a garage. His first customer dropped off a car that belched blue smoke. “I want a new battery,” he said. Seeing the car had a more pressing need, the mechanic asked why he wanted a battery instead. “I want a battery,” the customer insisted. His second customer needed a muffler. “How much will it cost?” The mechanic told her, and the customer shook her head. “That's too much. All you have to do is take the old muffler off and put the new one on. It can't be that hard.” When the mechanic explained how he had to cut and weld, the customer suggested that he work smarter, not harder. His third customer brought in a car and said, “I want it done now.” The mechanic said, “I'm working on a car already, but I can get to yours in half an hour. Can you come back then?” The customer snapped, “I have an appointment in fifteen minutes. Do mine now.” When the second customer returned to pick up her car, the mechanic said it wasn't done yet. “Why does it take you so long?” the woman said irately. “I'm going to another mechanic that knows what he's doing.” The first customer picked up his car but brought it right back. “This isn't what I wanted. It still runs terrible.” The mechanic pointed out that he'd specifically asked for a battery. “I know, but I realized it wasn't what I wanted.” Another customer came by, saying, “I hear you repair cars in fifteen minutes.” The mechanic wearily replied that he was closed for the day. Discouraged, the young man sought the advice of a master mechanic. “You do fine work,” the older man told him. “But you'll never make a profit until you can estimate the time and cost of repairs.” He handed him a thick book. “This lists all standard repair jobs and how long each one takes.” Amazed, the mechanic thumbed through the book. “How could they figure all this out? There are so many makes and models, and so many ways they can break down.” “That's true, but all cars share the same general design. When you've done enough repairs, you know what's likely to break and about how long it takes to fix. If you look, you see the common threads. This book represents the collected experience of thousands of mechanics and many thousands of repairs.” The young mechanic pointed to a page. “If the bolts aren't rusted, I can do this job faster than the estimate.” “Good for you. But if they are rusted, you won't be done when you predicted, and you'll disappoint the customer. Customers don't know if you finish early, but they always complain if you're late. They value an accurate estimate most of all.” “I never thought of it that way. What should I do if somebody wants his car done right away?” “Customers who can't wait their turn aren't worth the effort. I'd send him to my competition. Let them deal with the guy.” “That's great advice! You know, I had a guy come in the other day and ask for a battery when he really needed a ring job.” “So sell him a battery now, and a ring job later. The customer is always right.”
Next time	Joining the wagon train.
	About the Author: Steven Jong, a Senior Member of the STC Boston Chapter, is a technical writer and writing manager. Back to top