Based on--and featuring--characters, settings, and situations
created by Melissa Good and Eleanor Morgan
*Eleanor*
The only email I got was a message from Ana McHara asking for clarification on some points. I answered and promptly received a request for more information. By the end of two weeks, I'd gotten enough messages to determine that Ms. McHara was actually two people.
They were definitely interested in my thesis topic--creating and maintaining leadership throughout the organization. The 'real life' examples of success and failure must have caught their attention. One phone call later, I knew who sought my services.
Dar Roberts, ILS' newly appointed Chief Information Officer, member of its Board of Directors. Alastair McLain's 'shark in a suit.' Whenever something went wrong, or whenever the company expanded, she appeared.
I found her daunting. She didn't mince words. "You can help us," she said, "if you can answer these questions..." They weren't easy ones. I replied as best I could.
Talking with Kerry Stuart, Ms. Roberts' successor as ILS' vp of Operations, was an entirely different experience. I soon realized she preferred cooperation to confrontation.
"Though skilled in computer hardware and software," she admitted, "I'm not in Dar's league. So developing leadership in subordinates is one of my priorities. And I believe you can help me achieve it."
An interview date is set. It's scheduled during Ms. Stuart's visit to ILS' Los Angeles office. Ms. Roberts, unfortunately, can't come. I'm relieved. While Ms. Stuart thinks the world of her, Ms. Roberts seems a real handful to me.
The day arrives. I wait at an airline's arrival gate. The flight's on time.
She's among the first passengers leaving the plane...her face matches the picture she sent me. I hope my picture was as good. She looks around, spots me, moves toward where I stand.
"Ms. Morgan," a gentle smile, "I'm Kerry Stuart."
My main points were "the problem is solvable" and "it is not part of a conspiracy." The latter answer was addressed to congressional allies of Senator Stuart who's awaiting trial. They're charging that his troubles were caused by computer hackers and accusing the computer industry of creating the present crisis. Ignorant fools...
Ms. Roberts, a newspaper account reported, made her presention in a deliberate fashion and her voice never rose in anger. Yet ILS' Chief Information Officer dominated the closed-door meetings by posture, vocal tone, and gestures alone. As the morning sessions ended, it was clear committee members were afraid of her rather than the other way around. There are no plans to call her back. I also received an unexpected request. Ms. Roberts, a political column disclosed, spoke to the President's Council on Year 2000 Conversion during its weekly working lunch. Impressed by her knowledge about--and insights on--computer applications, Mr. Clinton offered her a cabinet-level position as his chief internet advisor. She respectfully declined the offer. My head was pounding by the time I reached the airport. Being polite takes a lot of effort and gives a lot of stress. The questions were more interesting than boring, Kerry wasn't mentioned (thankfully), and all turned out better than I expected. Still, even without being interviewed, I felt like a diver among pirahna. It'll be good to get home.
My flight's late. A laptop and a hookup in the airline's VIP suite keeps me aware of ILS happenings.
There are problems and crises about...and I read copies of messages to Kerry urging her to solve this situation or resolve that matter. Fortunately, they appear more 'cries for help' than actual emergencies. Besides, I feel comfortable leaving them for her.
If she's to succeed me as vp of Operations, people who ask for help need to see her--not me--as 'the problem solver.' We agreed I could help her if, and only if, she asked me...those occasions are few.
I did bring Ms. Morgan's thesis to Kerry's attention, and talked to/corresponded with her, yet my partner did 'the lion's share' of the work. I merely verified what was already known.
There are times I wish I was 'just a programmer.' Being CIO is no picnic--no matter what anybody thinks.
Sorting out my predecessor's mess and preparing ILS for Y2K are time-consuming projects. Hence, a perfect opportunity for Kerry to establish herself as Operations vp. And she took it.
Dar's response was to become more intimidating; figuring they would solve their problems due to fearing her. But they didn't change...neither did she.
One day doing Dar's job convinced me that Operations' focus had to change. The department would assist, not take over from, other departments regarding their problems. I suggested this to Dar and she was surprisingly agreeable.
"You're right. The only reason Operations is as it is now is me. That's why I considered resigning; I don't have the people skills needed to ensure the changes made will remain so. That's why I wanted you to succeed me. You can make them stick."
So here I was, in Los Angeles, discussing a solution. Dar had found Eleanor Morgan's thesis and gave me a printed copy. Despite documenting numerous problem-solving strategies, Ms. Morgan freely acknowledged that her paper was not 'the only way to go.' The people involved, she concluded, "may find better ways since they and their companies will benefit from their doing so."
It was a pleasant surprise to be recognized for the thesis. And to receive a consulting assignment. We worked out an arrangement for me to try out some collaborative work procedures and programs at ILS' Los Angeles office.
This process, called 'Leadership Transformation,' involves forming and developing teams so that their members can work together as individuals, as team leaders, and as a group. If all goes well, we'll implement it state-wide and eventually throughout the ILS system.
ILS will become an 'anchor client' for me--one with a steady flow of projects and income. And we'll see whether my thesis' points can be applied to Kerry's concerns. As she told me..."Operations is a problem-solver's world. Application, not theory, rules."
The LA situation wasn't as serious as Dar and I originally thought. It would, however, prove a good test of Eleanor's training/teaching skills. I'm sure she can 'do the job.'
The next day, I notified Dar and Mariana of my accepting Ms. Morgan as ILS' trainer in Los Angeles. I emailed Eleanor 'some information for your possible use;' wanting to support her as Dar supported me.
Then I visted Mr. Eisner and Disneyland, a courtesy call, rode a few rides and bought several gifts. While there, I also checked out our systems. Their efficiency impressed me and I complemented the staff.
Day three was spent answering mail and writing reports. By mid-afternoon, I longed for supper. Missy Good had suggested a spot, Eleanor was available, off we went.
Leadership, teambuilding, problem-solving: all inter-related activities. But Kerry, and Ms. Roberts too I imagine, was determined to use them. Here first. Miami and Plano, in time, would follow.
I could live with that. And I could definitely work with Kerry. She was understanding and flexible yet knew what she wanted.
So when she asked if I could join her for supper, the night before she left, I quickly agree. The restaurant was the one Merwolf spoke at. "She recommended it," Kerry said, and that was that.
We ordered, chatted, sipped hot tea, and nibbled on appetizers. We went over the materials she and Ms. Cruz, ILS' vp for personnel, sent. Kerry answered every question in detail save one. "We'll be ready" was her only comment regarding Y2K.
She sympathized with me over the Dodgers. "My Tigers are the same way. Always rebuilding. It's so frustrating. One day they'll be back..."
We were finishing our main dish when her cell phone went off. She looked at the caller id. "Drat!!!"
"Trouble?," I ask, concerned.
"No, no," she replied, her face giving me an apologetic look. "Occupational hazard. When something comes up, whether major or minor, I'm the one who's called. Most times the problem can be solved without my involvement; that's why you're getting this assignment. Dar's troubleshooting skill made a lot of people dependent on her...which didn't help them, her, or ILS."
She punches in a number..."You and I are going to change that..."
"Mark Polenti." As always, background typing is his constant companion.
"Mark. Kerry. You called..."
"Virus alert. Three so far."
"How bad?"
"More discomfort than damage. Like poison ivy..." That image brings up a bad memory.
"Who's affected?"
"Operations, Sales, Marketing, Personnel, Accounting, Dar's office..." And this memory has a name.
"How did they get in?"
"I don't know...all our computers have the latest anti-virus software...we test the systems daily..."
"Could they have been planted to go off when they did?"
"Possible...can't rule it out..."
"Need any help?" A pause.
"No." I think otherwise.
"Mark," I look at my watch, "it's almost eight here; meaning it's almost eleven in Miami. If you're doing this alone..."
"Night shift's making sure the viruses don't spread. I'm trying to find the hole."
"So why call me?"
"I can't reach Dar. Figured you could." She must have decided to let me handle things. Though I suspect she's available if needed.
"You're right...I can contact Dar...but I want you to try something first."
"What?"
"Call Susan and Alex. They can help you." A pause. "Something wrong?"
"Yes...Are they good? They did you no favor by not making Associated secure."
"It's not their fault. Alex and Susan proposed numerous security ideas that would have worked. We just didn't have the money."
"Still..."
"Listen, Mark, I think they deserve a shot. Plus getting Dar involved may not be a good idea."
"Why?"
"I believe Steve's behind the viruses. He may have a surprise waiting for either Dar or me if we get involved. Thus, you'll need Susan and Alex."
"All right. I'll contact them."
"Great. If they don't work out, I'll call Dar."
"Fine." I know Mark isn't thrilled. But I'm satisfied; now he has to be.
"Mark...This is Steve's revenge on Dar and me...and an insult to you. He doesn't think you, your staff, or anyone else can drive his viruses out from our computers."
"He doesn't...huh...I was the best hacker before joining ILS and I haven't lost my skill. Me, Alex, Susan...that's all I need. We'll have those bugs out by the weekend--if not sooner." Got him: he's willing to give them a chance.
"Thank you. I know you'll do your best. Let me know if something comes up."
"Will do. Have a good evening..."
"You too. Good night." We disconnect. I turn to Eleanor.
"Sorry for the interuption..." She smiles.
"Don't mention it. Happens to me too."
"You understand what you heard is confidential." She nods. "And you also got a rough idea of what I face and what I want to accomplish."
"Yes--to both."
"Then to your success." We toast each other as dessert is served. Good-byes aren't said until closing.