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Velocity – Read Now and Download Mobi

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EDITORIAL REVIEW: Dean Koontz’s unique talent for writing terrifying thrillers with a heart and soul is nowhere more evident than in this latest suspense masterpiece that pits one man against the ultimate deadline. If there were speed limits for the sheer pulse-racing excitement allowed in one novel, *Velocity* would break them all. Get ready for the ride of your life.**Velocity**Bill Wile is an easygoing, hardworking guy who leads a quiet, ordinary life. But that is about to change. One evening, after his usual eight-hour bartending shift, he finds a typewritten note under the windshield wiper of his car. *If you don’t take this note to the police and get them involved, I will kill a lovely blond schoolteacher. If you do take this note to the police, I will instead kill an elderly woman active in charity work. You have four hours to decide. The choice is yours.*It seems like a sick joke, and Bill’s friend on the police force, Lanny Olson, thinks so too. His advice to Bill is to go home and forget about it. Besides, what could they do even if they took the note seriously? No crime has actually been committed. But less than twenty-four hours later, a young blond schoolteacher is found murdered, and it’s Bill’s fault: he didn’t convince the police to get involved. Now he’s got another note, another deadline, another ultimatum…and two new lives hanging in the balance.Suddenly Bill’s average, seemingly innocuous life takes on the dimensions and speed of an accelerating nightmare. Because the notes are coming faster, the deadlines growing tighter, and the killer becoming bolder and crueler with every communication—until Bill is isolated with the terrifying knowledge that he alone has the power of life and death over a psychopath’s innocent victims. Until the struggle between good and evil is intensely personal. Until the most chilling words of all are: *The choice is yours*.

Author
Dean Koontz

Rights

Language
en

Published
2005-12-01

ISBN
9780553588255

Read Now

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VELOCITY


Dean Koontz, © 2005




  

This book is dedicated to Donna and Steve Dunio, Vito and Lynn Cerra, Ross and Rosemary Cerra.
I’ll never figure out why Gerda said yes to me.
But now your family has a crazy wing.








A man can be destroyed but not defeated.

 —Ernest Hemingway,

The Old Man and the Sea






And now you live dispersed on ribbon roads,

And no man knows or cares who is his neighbour

Unless his neighbour makes too much disturbance,

But all dash to and fro in motorcars,

Familiar with the roads and settled nowhere.

 —T.S. Eliot,

Choruses from “The Rock”








PART 1


THE CHOICE IS YOURS






Chapter 1


With draft beer and a smile, Ned Pearsall raised a toast to his deceased neighbor, Henry Friddle, whose death greatly pleased him.

Henry had been killed by a garden gnome. He had fallen off the roof of his two-story house, onto that cheerful-looking figure. The gnome was made of concrete. Henry wasn’t.

A broken neck, a cracked skull: Henry perished on impact.

This death-by-gnome had occurred four years previously. Ned Pearsall still toasted Henry’s passing at least once a week.

Now, from a stool near the curve of the polished mahogany bar, an out-of-towner, the only other customer, expressed curiosity at the enduring nature of Ned’s animosity.

“How bad a neighbor could the poor guy have been that you’re still so juiced about him?”

Ordinarily, Ned might have ignored the question. He had even less use for tourists than he did for pretzels.

The tavern offered free bowls of pretzels because they were cheap. Ned preferred to sustain his thirst with well-salted peanuts.

To keep Ned tipping, Billy Wiles, tending bar, occasionally gave him a bag of Planters.

Most of the time Ned had to pay for his nuts. This rankled him either because he could not grasp the economic realities of tavern operation or because he enjoyed being rankled, probably the latter.

Although he had a head reminiscent of a squash ball and the heavy rounded shoulders of a sumo wrestler, Ned was an athletic man only if you thought barroom jabber and grudge-holding qualified as sports. In those events, he was an Olympian.

Regarding the late Henry Friddle, Ned could be as talkative with outsiders as with lifelong residents of Vineyard Hills. When, as now, the only other customer was a stranger, Ned found silence even less congenial than conversation with a “foreign devil.”

Billy himself had never been much of a talker, never one of those barkeeps who considered the bar a stage. He was a listener.

To the out-of-towner, Ned declared, “Henry Friddle was a pig.”

The stranger had hair as black as coal dust with traces of ash at the temples, gray eyes bright with dry amusement, and a softly resonant voice. “That’s a strong word—pig.”

“You know what the pervert was doing on his roof? He was trying to piss on my dining-room windows.”

Wiping the bar, Billy Wiles didn’t even glance at the tourist. He’d heard this story so often that he knew all the reactions to it.

“Friddle, the pig, figured the altitude would give his stream more distance,” Ned explained.

The stranger said, “What was he—an aeronautical engineer?”

“He was a college professor. He taught contemporary literature.”

“Maybe reading that stuff drove him to suicide,” the tourist said, which made him more interesting than Billy had first thought.

“No, no,” Ned said impatiently. “The fall was accidental.”

“Was he drunk?”

“Why would you think he was drunk?” Ned wondered.

The stranger shrugged. “He climbed on a roof to urinate on your windows.”

“He was a sick man,” Ned explained, plinking one finger against his empty glass to indicate the desire for another round.

Drawing Budweiser from the tap, Billy said, “Henry Friddle was consumed by vengeance.”

After silent communion with his brew, the tourist asked Ned Pearsall, “Vengeance? So you urinated on Friddle’s windows first?”

“It wasn’t the same thing at all,” Ned warned in a rough tone that advised the outsider to avoid being judgmental.

“Ned didn’t do it from his roof,” Billy said.

“That’s right. I walked up to his house, like a man, stood on his lawn, and aimed at his dining-room windows.”

“Henry and his wife were having dinner at the time,” Billy said.

Before the tourist might express revulsion at the timing of this assault, Ned said, “They were eating quail, for God’s sake.”

“You showered their windows because they were eating quail?”

Ned sputtered with exasperation. “No, of course not. Do I look insane to you?” He rolled his eyes at Billy.

Billy raised his eyebrows as though to say What do you expect of a tourist?

“I’m just trying to convey how pretentious they were,” Ned clarified, “always eating quail or snails, or Swiss chard.”

“Phony bastards,” the tourist said with such a light seasoning of mockery that Ned Pearsall didn’t detect it, although Billy did.

“Exactly,” Ned confirmed. “Henry Friddle drove a Jaguar, and his wife drove a car—you won’t believe this—a car made in Sweden.”

“Detroit was too common for them,” said the tourist.

“Exactly. How much of a snob do you have to be to bring a car all the way from Sweden?”

The tourist said, “I’ll wager they were wine connoisseurs.”

“Big time! Did you know them or something?”

“I just know the type. They had a lot of books.”

“You’ve got ‘em nailed,” Ned declared. “They’d sit on the front porch, sniffing their wine, reading books.”

“Right out in public. Imagine that. But if you didn’t pee on their dining-room windows because they were snobs, why did you?”

“A thousand reasons,” Ned assured him. “The incident of the skunk. The incident of the lawn fertilizer. The dead petunias.”

“And the garden gnome,” Billy added as he rinsed glasses in the bar sink.

“The garden gnome was the last straw,” Ned agreed.

“I can understand being driven to aggressive urination by pink plastic flamingos,” said the tourist, “but, frankly, not by a gnome.”

Ned scowled, remembering the affront. “Ariadne gave it my face.”

“Ariadne who?”

“Henry Friddle’s wife. You ever heard a more pretentious name?”

“Well, the Friddle part brings it down to earth.”

“She was an art professor at the same college. She sculpted the gnome, created the mold, poured the concrete, painted it herself.”

“Having a sculpture modeled after you can be an honor.”

The beer foam on Ned’s upper lip gave him a rabid appearance as he protested: “It was a gnome, pal. A drunken gnome. The nose was as red as an apple. It was carrying a beer bottle in each hand.”

“And its fly was unzipped,” Billy added.

“Thanks so much for reminding me,” Ned grumbled. “Worse, hanging out of its pants was the head and neck of a dead goose.”

“How creative,” said the tourist.

“At first I didn’t know what the hell that meant—”

“Symbolism. Metaphor.”

“Yeah, yeah. I figured it out. Everybody who walked past their place saw it, and got a laugh at my expense.”

“Wouldn’t need to see the gnome for that,” said the tourist.

Misunderstanding, Ned agreed: “Right. Just hearing about it, people were laughing. So I busted up the gnome with a sledgehammer.”

“And they sued you.”

“Worse. They set out another gnome. Figuring I’d bust up the first, Ariadne had cast and painted a second.”

“I thought life was mellow here in the wine country.”

“Then they tell me,” Ned continued, “if I bust up the second one, they’ll put a third on the lawn, plus they’ll manufacture a bunch and sell ‘em at cost to anyone who wants a Ned Pearsall gnome.”

“Sounds like an empty threat,” said the tourist. “Would there really be people who’d want such a thing?”

“Dozens,” Billy assured him.

“This town’s become a mean place since the pate-and-brie crowd started moving in from San Francisco,” Ned said sullenly.

“So when you didn’t dare take a sledgehammer to the second gnome, you were left with no choice but to pee on their windows.”

“Exactly. But I didn’t just go off half-cocked. I thought about the situation for a week. Then I hosed them.”

“After which, Henry Friddle climbed on his roof with a full bladder, looking for justice.”

“Yeah. But he waited till I had a birthday dinner for my mom.”

“Unforgivable,” Billy judged.

“Does the Mafia attack innocent members of a man’s family?” Ned asked indignantly.

Although the question had been rhetorical, Billy played for his tip: “No. The Mafia’s got class.”

“Which is a word these professor types can’t even spell,” Ned said. “Mom was seventy-six. She could have had a heart attack.”

“So,” the tourist said, “while trying to urinate on your dining room windows, Friddle fell off his roof and broke his neck on the Ned Pearsall gnome. Pretty ironic.”

“I don’t know ironic,” Ned replied. “But it sure was sweet.”

“Tell him what your mom said,” Billy urged.

Following a sip of beer, Ned obliged: “My mom told me, ‘Honey, praise the Lord, this proves there’s a God.’”

After taking a moment to absorb those words, the tourist said, “She sounds like quite a religious woman.”

“She wasn’t always. But at seventy-two, she caught pneumonia.”

“It’s sure convenient to have God at a time like that.”

“She figured if God existed, maybe He’d save her. If He didn’t exist, she wouldn’t be out nothing but some time wasted on prayer.”

“Time,” the tourist advised, “is our most precious possession.”

“True,” Ned agreed. “But Mom wouldn’t have wasted much because mostly she could pray while she watched TV.”

“What an inspiring story,” said the tourist, and ordered a beer.

Billy opened a pretentious bottle of Heineken, provided a fresh chilled glass, and whispered, “This one’s on the house.”

“That’s nice of you. Thanks. I’d been thinking you’re quiet and soft-spoken for a bartender, but now maybe I understand why.”

From his lonely outpost farther along the bar, Ned Pearsall raised his glass in a toast. “To Ariadne. May she rest in peace.”

Although it might have been against his will, the tourist was engaged again. Of Ned, he asked, “Not another gnome tragedy?”

“Cancer. Two years after Henry fell off the roof. I sure wish it hadn’t happened.”

Pouring the fresh Heineken down the side of his tilted glass, the stranger said, “Death has a way of putting our petty squabbles in perspective.”

“I miss her,” Ned said. “She had the most spectacular rack, and she didn’t always wear a bra.”

The tourist twitched.

“She’d be working in the yard,” Ned remembered almost dreamily, “or walking the dog, and that fine pair would be bouncing and swaying so sweet you couldn’t catch your breath.”

The tourist checked his face in the back-bar mirror, perhaps to see if he looked as appalled as he felt.

“Billy,” Ned asked, “didn’t she have the finest set of mamas you could hope to see?”

“She did,” Billy agreed.

Ned slid off his stool, shambled toward the men’s room, paused at the tourist. “Even when cancer withered her, those mamas didn’t shrink. The leaner she got, the bigger they were in proportion. Almost to the end, she looked hot. What a waste, huh, Billy?”

“What a waste,” Billy echoed as Ned continued to the men’s room.

After a shared silence, the tourist said, “You’re an interesting guy, Billy Barkeep.”

“Me? I’ve never hosed anyone’s windows.”

“You’re like a sponge, I think. You take everything in.”

Billy picked up a dishcloth and polished some pilsner glasses that had previously been washed and dried.

“But then you’re a stone too,” the tourist said, “because if you’re squeezed, you give nothing back.”

Billy continued polishing the glasses.

The gray eyes, bright with amusement, brightened further. “You’re a man with a philosophy, which is unusual these days, when most people don’t know who they are or what they believe, or why.”

This, too, was a style of barroom jabber with which Billy was familiar, though he didn’t hear it often. Compared to Ned Pearsall’s rants, such boozy observations could seem erudite; but it was all just beer-based psychoanalysis.

He was disappointed. Briefly, the tourist had seemed different from the usual two-cheeked heaters who warmed the barstool vinyl.

Smiling, shaking his head, Billy said, “Philosophy. You give me too much credit.”

The tourist sipped his Heineken.

Although Billy had not intended to say more, he heard himself continue: “Stay low, stay quiet, keep it simple, don’t expect much, enjoy what you have.”

The stranger smiled. “Be self-sufficient, don’t get involved, let the world go to Hell if it wants.”

“Maybe,” Billy conceded.

“Admittedly, it’s not Plato,” said the tourist, “but it is a philosophy.”

“You have one of your own?” Billy asked.

“Right now, I believe that my life will be better and more meaningful if I can just avoid any further conversation with Ned.”

“That’s not a philosophy,” Billy told him. “That’s a fact.”

At ten minutes past four, Ivy Elgin came to work. She was a waitress as good as any and an object of desire without equal.

Billy liked her but didn’t long for her. His lack of lust made him unique among the men who worked or drank in the tavern.

Ivy had mahogany hair, limpid eyes the color of brandy, and the body for which Hugh Hefner had spent his life, searching.

Although twenty-four, she seemed genuinely unaware that she was the essential male fantasy in the flesh. She was never seductive. At times she could be flirtatious, but only in a winsome way.

Her beauty and choirgirl wholesomeness were a combination so erotic that her smile alone could melt the average man’s earwax.

“Hi, Billy,” Ivy said, coming directly to the bar. “I saw a dead possum along Old Mill Road, about a quarter mile from Kornell Lane.”

“Naturally dead or road kill?” he asked.

“Fully road kill.”

“What do you think it means?”

“Nothing specific yet,” she said, handing her purse to him so he could store it behind the bar. “It’s the first dead thing I’ve seen in a week, so it depends on what other bodies show up, if any.”

Ivy believed that she was a haruspex. Haruspices, a class of priests in ancient Rome, divined the future from the entrails of animals killed in sacrifices.

They had been respected, even revered, by other Romans, but most likely they had not received a lot of party invitations.

Ivy wasn’t morbid. Haruspicy did not occupy the center of her life. She seldom talked to customers about it.

Neither did she have the stomach to stir through entrails. For a haruspex, she was squeamish.

Instead, she found meaning in the species of the cadaver, in the circumstances of its discovery, in its position related to the points of the compass, and in other arcane aspects of its condition.

Her predictions seldom if ever came true, but Ivy persisted.

“Whatever it turns out to mean,” she told Billy as she picked up her order pad and a pencil, “it’s a bad sign. A dead possum never indicates good fortune.”

“I’ve noticed that myself.”

“Especially not when its nose is pointing north and its tail is pointing east.”

Thirsty men trailed through the door soon after Ivy, as if she were a mirage of an oasis that they had been pursuing all day. Only a few sat at the bar; the others kept her bustling table to table.

Although the tavern’s middle-class clientele were not high rollers, Ivy’s income from tips exceeded what she might have earned had she attained a doctoral degree in economics.

An hour later, at five o’clock, Shirley Trueblood, the second evening waitress, came on duty. Fifty-six, stout, wearing jasmine perfume, Shirley had her own following. Certain men in barrooms always wanted mothering. Some women, too.

The day-shift short-order cook, Ben Vernon, went home. The evening cook, Ramon Padillo, came aboard. The tavern offered only bar food: cheeseburgers, fries, Buffalo wings, quesadillas, nachos…

Ramon had noticed that on the nights Ivy Elgin worked, the spicy dishes sold in greater numbers than when she wasn’t waitressing. Guys ordered more things in tomatillo sauce, went through a lot of little bottles of Tabasco, and asked for sliced jalapenos on their burgers.

“I think,” Ramon once told Billy, “they’re unconsciously packing heat into their gonads to be ready if she comes on to them.”

“No one in this joint has a chance at Ivy,” Billy assured him.

“You never know,” Ramon had said coyly.

“Don’t tell me you’re packing in the peppers, too.”

“So many I have killer heartburn some nights,” Ramon had said. “But I’m ready.”

With Ramon came the evening bartender, Steve Zillis, whose shift overlapped Billy’s by an hour. At twenty-four, he was ten years younger than Billy but twenty years less mature.

For Steve, the height of sophisticated humor was any limerick sufficiently obscene to cause grown men to blush.

He could tie knots in a cherry stem with just his tongue, load his right nostril with peanuts and fire them accurately into a target glass, and blow cigarette smoke out of his right ear.

As usual, Steve vaulted over the end gate in the bar instead of pushing through it. “How’re they hangin’, Kemosabe?”

“One hour to go,” Billy said, “and I get my life back.”

“This is life,” Steve protested. “The center of the action.”

The tragedy of Steve Zillis was that he meant what he said. To him, this common tavern was a glamorous cabaret.

After tying on an apron, he snatched three olives from a bowl, juggled them with dazzling speed, and then caught them one at a time in his mouth.

When two drunks at the bar clapped loudly, Steve basked in their applause as if he were the star tenor at the Metropolitan Opera and had earned the adulation of a refined and knowledgeable audience.

In spite of the affliction of Steve Zillis’s company, this final hour of Billy’s shift passed quickly. The tavern was busy enough to keep two bartenders occupied as the late-afternoon tipplers delayed going home and the evening drinkers arrived.

As much as he ever could, Billy liked the place during this transitional time. The customers were at peak coherency and happier than they would be later, when alcohol washed them toward melancholy.

Because the windows faced east and the sun lay west, softest daylight painted the panes. The ceiling fixtures layered a coppery glow over the burnt-red mahogany paneling and booths.

The fragrant air was savory with the scents of wood flooring pickled in stale beer, candle wax, cheeseburgers, fried onion rings.

Billy didn’t like the place enough, however, to linger past the end of his shift. He left promptly at seven.

If he’d been Steve Zillis, he would have made a production of his exit. Instead, he departed as quietly as a ghost dematerializing from its haunt.

Outside, less than two hours of summer daylight remained. The sky was an electric Maxfield Parrish blue in the east, a paler blue in the west, where the sun still bleached it.

As he approached his Ford Explorer, he noticed a rectangle of white paper under the driver’s-side windshield wiper.

Behind the steering wheel, with his door still open, he unfolded the paper, expecting to find a handbill of some kind, advertising a car wash or a maid service. He discovered a neatly typed message:


If you don’t take this note to the police and get them involved, I will kill a lovely blond schoolteacher somewhere in Napa County.
If you do take this note to the police, I will instead kill an elderly woman active in charity work.
You have six hours to decide. The choice is yours.

Billy didn’t at that instant feel the world tilt under him, but it did. The plunge had not yet begun, but it would. Soon.




Chapter 2


Mickey Mouse took a bullet in the throat.

The 9-mm pistol cracked three more times in rapid succession, shredding Donald Duck’s face.

Lanny Olsen, the shooter, lived at the end of a fissured blacktop lane, against a stony hillside where grapes would never grow. He had no view of the fabled Napa Valley.

As compensation for his unfashionable address, the property was shaded by beautiful plum trees and towering elms, brightened by wild azaleas. And it was private.

The nearest neighbor lived at such a distance that Lanny could have partied 24/7 without disturbing anyone. This offered no benefit to Lanny because he usually went to bed at nine-thirty; his idea of a party was a case of beer, a bag of chips, and a poker game.

The location of his property, however, was conducive to target shooting. He was the most practiced shot in the sheriff’s department.

As a boy, he’d wanted to be a cartoonist. He had talent. The Disney-perfect portraits of Mickey Mouse and Donald Duck, fixed to the hay-bale backstop, were Lanny’s work.

Ejecting the spent magazine from his pistol, Lanny said, “You should have been here yesterday. I head-shot twelve Road Runners in a row, not a wasted round.”

Billy said, “Wile E. Coyote would’ve been thrilled. You ever shoot at ordinary targets?”

“What would be the fun in that?”

“You ever shoot the Simpsons?”

“Homer, Bart—all of them but Marge,” Lanny said. “Never Marge.”

Lanny might have gone to art school if his domineering father, Ansel, had not been determined that his son would follow him into law enforcement as Ansel himself had followed his father.

Pearl, Lanny’s mother, had been as supportive as her illness allowed. When Lanny was sixteen, Pearl had been diagnosed with non-Hodgkin’s lymphoma.

Radiation therapy and drugs sapped her. Even in periods when the lymphoma was controlled, she did not fully regain her strength.

Concerned that his father would be a useless nurse, Lanny never went away to art school. He remained at home, took up a career in law enforcement, and looked after his mother.

Unexpectedly, Ansel was first to die. He stopped a motorist for speeding, and the motorist stopped him with a .38 fired pointblank.

Having contracted lymphoma at an atypically young age, Pearl lived with it for a surprisingly long time. She had died ten years previously, when Lanny was thirty-six.

He’d still been young enough for a career switch and art school. Inertia, however, proved stronger than the desire for a new life.

He inherited the house, a handsome Victorian with elaborate millwork and an encircling veranda, which he maintained in pristine condition. With a career that was a job but not a passion, and with no family of his own, he had plenty of spare time for the house.

As Lanny shoved a fresh magazine in the pistol, Billy took the typewritten message from a pocket. “What do you make of this?”

Lanny read the two paragraphs while, in the lull of gunfire, blackbirds returned to the high bowers of nearby elms.

The message evoked neither a frown nor a smile from Lanny, though Billy had expected one or the other. “Where’d you get this?”

“Somebody left it under my windshield wiper.”

“Where were you parked?”

“At the tavern.”

“An envelope?”

“No.”

“You see anyone watching you? I mean, when you took it out from under the wiper and read it.”

“Nobody.”

“What do you make of it?”

“That was my question to you,” Billy reminded him.

“A prank. A sick joke.”

Staring at the ominous lines of type, Billy said, “That was my first reaction, but then…”

Lanny stepped sideways, aligning himself with new hay bales faced with full-figure drawings of Elmer Fudd and Bugs Bunny. “But then you ask yourself What if… ?”

“Don’t you?”

“Sure. Every cop does, all the time, otherwise he ends up dead sooner than he should. Or shoots when he shouldn’t.”

Not long ago, Lanny had wounded a belligerent drunk who he thought had been armed. Instead of a gun, the guy had a cell phone.

“But you can’t keep what-ifing yourself forever,” he continued.

“You’ve got to go with instinct. And your instinct is the same as mine. It’s a prank. Besides, you’ve got a hunch who did it.”

“Steve Zillis,” said Billy.

“Bingo.”

Lanny assumed an isosceles shooting stance, right leg quartered back for balance, left knee flexed, two hands on the pistol. He took a deep breath and popped Elmer five times as a shrapnel of blackbirds exploded from the elms and tore into the sky.

Counting four mortal hits and one wound, Billy said, “The thing is… this doesn’t seem like something Steve would do—or could.”

“Why not?”

“He’s a guy who carries a small rubber bladder in his pocket so he can make a loud farting sound when he thinks that might be funny.”

“Meaning?”

Billy folded the typewritten message and tucked it in his shirt pocket. “This seems too complex for Steve, too… subtle.”

“Young Steve is about as subtle as the green-apple nasties,” Lanny agreed.

Resuming his stance, he spent the second half of the magazine on Bugs, scoring five mortal hits.

“What if it’s real?” Billy asked.

“It’s not.”

“But what if it is?”

“Homicidal lunatics only play games like that in movies. In real life, killers just kill. Power is what it’s about for them, the power and sometimes violent sex—not teasing you with puzzles and riddles.”

Ejected shell casings littered the grass. The westering sun polished the tubes of brass to a bloody gold.

Aware that he hadn’t quelled Billy’s doubt, Lanny continued: “Even if it were real—and it’s not—what is there to act upon in that note?”

“Blond schoolteachers, elderly women.”

“Somewhere in Napa County.”

“Yeah.”

“Napa County isn’t San Francisco,” Lanny said, “but it’s not unpopulated barrens, either. Lots of people in lots of towns. The sheriff’s department plus every police force in the county together don’t have enough men to cover all those bases.”

“You don’t need to cover them all. He qualifies his targets—a lovely blond schoolteacher.”

“That’s a judgment,” Lanny objected. “Some blond schoolteacher you find lovely might be a hag to me.”

“I didn’t realize you had such high standards in women.”

Lanny smiled. “I’m picky.”

“Anyway there’s also the elderly woman active in charity work.”

Jamming a third magazine in the pistol, Lanny said, “A lot of elderly women are active in charities. They come from a generation that cared about their neighbors.”

“So you aren’t going to do anything?”

“What do you want me to do?”

Billy had no suggestion, only an observation: “It seems like we ought to do something.”

“By nature, police are reactive, not proactive.”

“So he has to murder somebody first?”

“He isn’t going to murder anyone.”

“He says he will,” Billy protested.

“It’s a prank. Steve Zillis has finally graduated from the squirting-flowers-and-plastic-vomit school of humor.”

Billy nodded. “You’re probably right.”

“I’m for sure right.” Indicating the remaining colorful figures fixed to the triple-thick wall of hay bales, Lanny said, “Now before twilight spoils my aim, I want to kill the cast of Shrek.”

“I thought they were good movies.”

“I’m not a critic,” Lanny said impatiently, “just a guy having some fun and sharpening his work skills.”

“Okay, all right, I’m out of here. See you Friday for poker.”

“Bring something,” Lanny said.

“Like what?”

“Jose’s bringing his pork-and-rice casserole. Leroy’s bringing five kinds of salsa and lots of corn chips. Why don’t you make your tamale pie?”

As Lanny spoke, Billy winced. “We sound like a group of old maids planning a quilting party.”

“We’re pathetic,” Lanny said, “but we’re not dead yet.”

“How would we know?”

“If I were dead and in Hell,” Lanny said, “they wouldn’t let me have the pleasure of drawing cartoons. And this sure isn’t Heaven.”

By the time Billy reached his Explorer in the driveway, Lanny Olsen had begun to blast away at Shrek, Princess Fiona, Donkey, and their friends.

The eastern sky was sapphire. In the western vault, the blue had begun to wear off, revealing gold beneath, and the hint of red gesso under the gilt.

Standing by his SUV in the lengthening shadows, Billy watched for a moment as Lanny honed his marksmanship and, for the thousandth time, tried to kill off his unfulfilled dream of being a cartoonist.




Chapter 3


An enchanted princess, recumbent in a castle tower, dreaming the years away until awakened by a kiss, could not have been lovelier than Barbara Mandel abed at the Whispering Pines.

In the caress of lamplight, her golden hair spilled across the pillow, as lustrous as bullion poured from a smelter’s cauldron.

Standing at her bedside, Billy Wiles had never seen a bisque doll with a complexion as pale or as flawless as Barbara’s. Her skin appeared translucent, as though the light penetrated the surface and then brightened her face from within.

If he were to lift aside the thin blanket and sheet, he would expose an indignity not visited on enchanted princesses. An enteral-nutrition tube had been inserted surgically into her stomach.

The doctor had ordered a slow continuous feeding. The drip pump purred softly as it supplied a perpetual dinner.

She had been in a coma for almost four years.

Hers was not the most severe of comas. Sometimes she yawned, sighed, moved her right hand to her face, her throat, her breast.

Occasionally she spoke, though never more than a few cryptic words, not to anyone in the room but to some phantom of the mind.

Even when she spoke or moved her hand, she remained unaware of everything around her. She was unconscious, unresponsive to external stimulation.

At the moment she lay quiet, brow as smooth as milk in a pail, eyes unmoving behind their lids, lips slightly parted. No ghost breathed with less sound.

From a jacket pocket, Billy took a small wire-bound notebook. Clipped to it was a half-size ballpoint pen. He put them on the nightstand.

The small room was simply furnished: one hospital bed, one nightstand, one chair. Long ago Billy had added a barstool that allowed him to sit high enough to watch over Barbara.

Whispering Pines Convalescent Home provided good care but an austere environment. Half the patients were convalescing; the other half were merely being warehoused.

Perched on the stool beside the bed, he told her about his day. He began with a description of the sunrise and ended with Lanny’s shooting gallery of cartoon celebrities.

Although she had never responded to anything he’d said, Billy suspected that in her deep redoubt, Barbara could hear him. He needed to believe that his presence, his voice, his affection comforted her.

When he had no more to say, he continued to gaze at her. He did not always see her as she was now. He saw her as she’d once been—vivid, vivacious—and as she might be today if fate had been kinder.

After a while he extracted the folded message from his shirt pocket and read it again.

He had just finished when Barbara spoke in murmurs from which meaning melted almost faster than the ear could hear: “I want to know what it says…”

Electrified, he rose from the stool. He leaned over the bed rail to stare more closely at her.

Never before had anything she’d said, in her coma, seemed to relate to anything that he said or did while visiting. “Barbara?”

She remained still, eyes closed, lips parted, apparently no more alive than the object of mourning on a catafalque.

“Can you hear me?”

With trembling fingertips, he touched her face. She did not respond.

He had already told her what the strange message said, but now he read it to her just in case her murmured words had referred to it.

When he finished, she did not react. He spoke her name without effect.

Sitting on the stool once more, he plucked the little notebook from the nightstand. With the small pen, he recorded her seven words and the date that she had spoken them.

He had a notebook for each year of her unnatural sleep. Although each contained only a hundred three-by-four-inch pages, none had been filled, as she did not speak on every—or even most—visits.

I want to know what it says

After dating that unusually complete statement, he flipped pages, looking back through the notebook, reading not the dates but just some of her words. LAMBS COULD NOT FORGIVE BEEF-FACED BOYS MY INFANT TONGUE THE AUTHORITY OF HIS TOMBSTONE PAPA, POTATOES, POULTRY, PRUNES, PRISM SEASON OF DARKNESS IT SWELLS FORWARD ONE GREAT HEAVE ALL FLASHES AWAY TWENTY-THREE, TWENTY-THREE

In her words, Billy could find neither coherence nor a clue to any.

From time to time through the weeks, the months, she smiled faintly. Twice in his experience she had laughed softly.

On other occasions, however, her whispered words disturbed him, sometimes chilled him. TORN, BRUISED, PANTING, BLEEDING GORE AND FIRE HATCHETS, KNIVES, BAYONETS RED IN THEIR EYES, THEIR FRENZIED EYES

These dismaying utterances were not delivered in a tone of distress. They came in the same uninflected murmur with which she spoke less troubling words.

Nevertheless, they concerned Billy. He worried that at the bottom of her coma, she occupied a dark and fearsome place, that she felt trapped and threatened, and alone.

Now her brow furrowed and she spoke again, “The sea…”

When he wrote this down, she gave him more: “What it is…”

The stillness in the room grew more profound, as if countless fathoms of thickening atmosphere pressed all currents from the air, so that her soft voice carried to Billy.

To her lips, her right hand rose as though to feel the texture of her words. “What it is that it keeps on saying.”

This was the most coherent she had been, in coma, and seldom had she said as much in a single visit.

“Barbara?”

“I want to know what it says… the sea.”

She lowered her hand to her breast. The furrows faded from her brow. Her eyes, which as she spoke had roved beneath their lids, grew fixed once more.

Pen poised over paper, Billy waited, but Barbara matched the silence of the room. And the silence deepened, and the stillness, until he felt that he must go or meet a fate similar to that of a prehistoric fly preserved in amber.

She would lie in this hush for hours or for days, or forever.

He kissed her but not on the mouth. That would feel like a violation. Her cheek was soft and cool against his lips.

Three years, ten months, four days, she had been in this coma, into which she had fallen only a month after accepting an engagement ring from Billy.




Chapter 4


Billy did not have the isolation that Lanny enjoyed, but he lived on an acre shrouded by alders and deodar cedars, along a lane with few residences.

He didn’t know his neighbors. He might not have known them even if they had lived closer. He was grateful for their disinterest.

The original owner of the house and the architect had evidently negotiated each other into a hybrid structure, half bungalow, half upscale cabin. The lines were those of a bungalow. The cedar siding, silvered by the weather, belonged on a cabin, as did the front porch with rough-hewn posts supporting the roof.

Unlike most bipolar houses, this one appeared cozy. Diamond-pane, beveled-glass windows—pure bungalow—looked bejeweled when the lights were on. In daylight the leaping-deer weather vane on the roof turned with lazy grace even in turbulent scrambles of wind.

The detached garage, which also contained his woodworking shop, stood behind the house.

After Billy parked the Explorer and closed the big door behind it, as he walked across the backyard toward the house, an owl hooted from its perch on the ridge line of the garage roof.

No other owls answered. But Billy thought he heard mice squeak, and he could almost feel them shivering in the shrubbery, yearning for the tall grass beyond the yard.

His mind felt swampy, his thoughts muddy. He paused and took a deep breath, savoring air redolent of the fragrant bark and needles of the deodars. The astringent scent cleared his head.

Clarity proved undesirable. He wasn’t much of a drinker, but now he wanted a beer and a shot.

The stars looked hard. They were bright, too, in the cloudless sky, but the feeling he got from them was hardness.

Neither the back steps nor the floorboards of the porch creaked. He had plenty of time to keep the place in good, tight condition.

After gutting the kitchen, he himself had built the cabinets. They were cherry wood with a dark stain.

He had laid the tile floor: black-granite squares. The granite countertops matched the floor.

Clean and simple. He had intended to do the whole house in that style, but then he had lost his way.

He poured a cold bottle of Guinness stout into a mug, spiked it with bourbon. When he did drink, he wanted punch in both the texture and the taste.

He was making a pastrami sandwich when the phone rang. “Hello?”

The caller did not respond even when Billy said hello again.

Ordinarily, he would have thought the line was dead. Not this evening.

Listening, he fished the typewritten message from his pocket. He unfolded it and smoothed it flat on the black-granite counter.

Hollow as a bell, but a bell without a clapper, the open line carried no fizz of static. Billy couldn’t hear the caller inhale or exhale, as if the guy were dead, and done with breathing.

Whether prankster or killer, the man’s purpose was to taunt, intimidate. Billy didn’t give him the satisfaction of a third hello.

They listened to each other’s silence, as if something could be learned from nothing.

After perhaps a minute, Billy began to wonder if he might be imagining a presence on the far end of the line.

If he was in fact ear-to-ear with the author of the note, hanging up first would be a mistake. His disconnection would be taken as a sign of fear or at least of weakness.

Life had taught him patience. Besides, his self-image included the possibility that he could be fatuous, so he didn’t worry about looking foolish. He waited.

When the caller hung up, the distinct sound of the disconnect proved that he had been there, and then the dial tone.

Before continuing to make his sandwich, Billy walked the four rooms and bath. He lowered the pleated shades over all the windows.

At the dinette table in the kitchen, he ate the sandwich and two dill pickles. He drank a second stout, this time without the added bourbon.

He had no TV. The entertainment shows bored him, and he didn’t need the news.

His thoughts were his only company at dinner. He did not linger over the pastrami sandwich.

Books lined one wall of the living room from floor to ceiling. For most of his life, Billy had been a voracious reader.

He had lost interest in reading three years, ten months, and four days previously. A mutual love of books, of fiction in all genres, had brought him and Barbara together.

On one shelf stood a set of Dickens in matched bindings, which Barbara had given him for Christmas. She’d had a passion for Dickens.

These days, he needed to keep busy. Just sitting in a chair with a book made him restless. He felt vulnerable somehow.

Besides, some books contained disturbing ideas. They started you thinking about things you wanted to forget, and though your thoughts became intolerable, you could not put them to rest.

The coffered ceiling of the living room was a consequence of his need to remain busy. Every coffer was trimmed with dentil molding. The center of each featured a cluster of acanthus leaves hand-carved from white oak, stained to match the surrounding mahogany.

The style of this ceiling suited neither a cabin nor a bungalow. He didn’t care. The project had kept him occupied for months.

In his study, the coffered ceiling was even more ornate than the ceiling in the living room.

He did not go to the desk, where the unused computer mocked him. Instead, he sat at a worktable arrayed with his carving tools.

Here also were stacks of white-oak blocks. They had a sweet wood smell. The blocks were raw material for the ornamentation’s that would decorate the bedroom ceiling, which was currently bare plaster.

On the table stood a CD player and two small speakers. The disc deck was loaded with zydeco music. He switched it on.

He carved until his hands ached and his vision blurred. Then he turned off the music and went to bed.

Lying on his back in the dark, staring at a ceiling that he could not see, he waited for his eyes to fall shut. He waited. He heard something on the roof. Something scratching at the cedar-shake shingles. The owl, no doubt. The owl did not hoot. Perhaps it was a raccoon. Or something. He glanced at the digital clock on the nightstand. Twenty minutes past midnight. You have six hours to decide. The choice is yours. Everything would be all right in the morning. Everything always was. Well, not all right, but good enough to encourage perseverance. I want to know what it says, the sea. What it is that it keeps on saying. A few times, he closed his eyes, but that was no good. They had to fall shut on their own for sleep to follow. He looked at the clock as it changed from 12:59 to 1:00. The note had been under the windshield wiper when he had come out of the tavern at seven o’clock. Six hours had passed. Someone had been murdered. Or not. Surely not. Below the scratching talons of the owl, if it was an owl, he slept.




Chapter 5


The tavern had no name. Or, rather, its function was its name. The sign at the top of the pole, as you turned from the state highway into the elm-encircled parking lot, said only TAVERN.

Jackie O’Hara owned the place. Fat, freckled, kind, he was to everyone a friend or honorary uncle.

He had no desire to see his name on the sign.

As a boy, Jackie had wanted to be a priest. He wanted to help people. He wanted to lead them to God.

Time had taught him that he might not be able to master his appetites. While still young, he had arrived at the conclusion that he would be a bad priest, which hadn’t been the nature of his dream.

He found self-respect in running a clean and friendly taproom, but it seemed to him that simple satisfaction in his accomplishments would sour into vanity if he named the tavern after himself.

In Billy Wiles’s opinion, Jackie would have made a fine priest. Every human being has appetites difficult to control, but far fewer have humility, gentleness, and an awareness of their weaknesses.

Vineyard Hills Tavern. Shady Elm Tavern. Candlelight Tavern. Wayside Tavern.

Patrons regularly offered names for the place. Jackie found their suggestions to be either awkward or inappropriate, or twee.

When Billy arrived at 10:45 Tuesday morning, fifteen minutes before the tavern opened, the only cars in the lot were Jackie’s and Ben Vernon’s. Ben was the day cook.

Standing beside his Explorer, he studied the low serried hills in the distance, on the far side of the highway. They were dark brown where scalped by earthmovers, pale brown where the wild grass had been faded from green by the arid summer heat.

Peerless Properties, an international corporation, was building a world-class resort, to be called Vineland, on nine hundred acres. In addition to a hotel with golf course, three pools, tennis club, and other amenities, the project included 190 multimillion-dollar getaway homes for sale to those who took their leisure seriously.

Foundations had been poured in early spring. Walls were rising.

Much closer than the palatial structures on the higher hills, less than a hundred feet from the highway, a dramatic mural neared completion in a meadow. Seventy feet high, 150 feet long, three-dimensional, it was of wood, painted gray with black shadowing.

In the Art Deco tradition, the mural presented a stylized image of powerful machinery, including the drive wheels and connecting rods of a locomotive. There also were huge gears, strange armatures, and arcane mechanical forms that had nothing to do with a train.

A giant, stylized figure of a man in work clothes was featured in the section that suggested a locomotive. Body angled left to right as if leaning into a stiff wind, he appeared to be pushing one of the enormous drive wheels, as if caught up in the machine and pressing forward with as much panic as determination, as though if he rested for an instant he would slip out of sync and be torn to pieces.

None of the animated mural’s moving parts was yet operational; nevertheless, it fostered a convincing illusion of movement, speed.

On commission, a famous artist with a single name—Valis—had designed the thing and had built it with a crew of sixteen.

The mural was meant to symbolize the hectic pace of modern life, the harried individual overwhelmed by the forces of society.

On the day when the resort opened for business, Valis himself would set the thing afire and burn it to the ground to symbolize the freedom from the mad pace of life that the new resort represented.

Most locals in Vineyard Hills and the surrounding territory mocked the mural, and when they called it art, they pronounced the word with quotation marks.

Billy rather liked the hulking thing, but burning it down didn’t make sense to him.

The same artist had once fixed twenty thousand helium-filled red balloons to a bridge in Australia, so it appeared to be supported by them. With a remote control, he popped all twenty thousand at once.

In that case, Billy didn’t understand either the “art” or the point of popping it.

Although not a critic, he felt this mural was either low art or high craftsmanship. Burning it made no more sense to him than would a museum tossing Rembrandt’s paintings on a bonfire.

So many things about contemporary society dismayed him that he wouldn’t lose sleep over this small issue. But on the night of burning, he wouldn’t come to watch the fire, either.

He went into the tavern.

The air carried such a rich scent that it almost seemed to have flavor. Ben Vernon was cooking a pot of chili.

Behind the bar, Jackie O’Hara conducted an inventory of the liquor supply. “Billy, did you see that special on Channel Six last night?”

“No.”

“You didn’t see that special about UFO’s, alien abduction?”

“I was carving to zydeco.”

“This guy says he was taken up to a mother ship orbiting the earth.”

“What’s new about that? You hear that stuff all the time.”

“He says he was given a proctological exam by a bunch of space aliens.”

Billy pushed through the bar gate. “That’s what they all say.”

“I know. You’re right. But I don’t get it.” Jackie frowned. “Why would a superior alien race, a thousand times more intelligent than we are, come trillions of miles across the universe just to look up our butts? What are they—perverts?”

“They never looked up mine,” Billy assured him. “And I doubt they looked up this guy’s, either.”

“He’s got a lot of credibility. He’s a book author. I mean, even before this book, he published a bunch of others.”

Taking an apron from a drawer, tying it on, Billy said, “Just publishing a book doesn’t give anyone credibility. Hitler published books.”

“He did?” Jackie asked.

“Yeah.”

“The Hitler?”

“Well, it wasn’t Bob Hitler.”

“You’re jerking my chain.”

“Look it up.”

“What did he write—like spy stories or something?”

“Something,” Billy said.

“This guy wrote science fiction.”

“Surprise.”

“Science fiction,” Jackie emphasized. “The program was really disturbing.” Picking up a small white dish from the work bar, he made a sound of impatience and disgust. “What—am I gonna have to start docking Steve for condiments?”

In the dish were fifteen to twenty maraschino-cherry stems. Each had been tied in a knot.

“The customers find him amusing,” Billy said.

“Because they’re half blitzed. Anyway, he pretends to be a funny type of guy, but he’s not.”

“Everyone has his own idea of what’s funny.”

“No, I mean, he pretends to be lighthearted, happy-go-lucky, but he’s not.”

“That’s the only way I’ve ever seen him,” Billy said.

“Ask Celia Reynolds.”

“Who’s she?”

“Lives next door to Steve.”

“Neighbors can have grudges,” Billy suggested. “Can’t always believe what they say.”

“Celia says he has rages in the backyard.”

“What’s that mean—rages?”

“He goes like nuts, she says. He chops up stuff.”

“What stuff?”

“Like a dining-room chair.”

“Whose?”

“His. He chopped it until there wasn’t anything but splinters.”

“Why?”

“He’s cursing and angry when he’s at it. He seems to be working off anger.”

“On a chair.”

“Yeah. And he does watermelons with an ax.”

“Maybe he likes watermelon,” Billy said.

“He doesn’t eat them. He just chops and chops till nothing’s left but mush.”

“Cursing all the time.”

“That’s right. Cursing, grunting, snarling like an animal. Whole watermelons. A couple of times he’s done dummies.”

“What dummies?”

“You know, like those store-window women.”

“Mannequins?”

“Yeah. He goes at them with an ax and a sledgehammer.”

“Where would he get mannequins?”

“Beats me.”

“This doesn’t sound right.”

“Talk to Celia. She’ll tell you.”

“Has she asked Steve why he does it?”

“No. She’s afraid to.”

“You believe her?”

“Celia isn’t a liar.”

“You think Steve’s dangerous?” Billy asked.

“Probably not, but who knows.”

“Maybe you should fire him.”

Jackie raised his eyebrows. “And then he turns out to be one of those guys you see on TV news? He comes in here with an ax?”

“Anyway,” Billy said, “it doesn’t sound right. You don’t really believe it yourself.”

“Yeah, I do. Celia goes to Mass three mornings a week.”

“Jackie, you joke around with Steve. You’re relaxed with him.”

“I’m always a little watchful.”

“I never noticed it.”

“Well, I am. But I don’t want to be unfair to him.”

“Unfair?”

“He’s a good bartender, does his job.” A shamefaced expression overcame Jackie O’Hara. His plump cheeks reddened. “I shouldn’t have been talking about him like this. It was just all those cherry stems. That ticked me off a little.”

“Twenty cherries,” Billy said. “What can they cost?”

“It’s not about the money. It’s that trick with his tongue—it’s semi-obscene.”

“I never heard anyone complain about it. A lot of the women customers particularly like to watch him do it.”

“And the gays,” Jackie said. “I don’t want this being a singles bar, either gay or straight. I want this to be a family bar.”

“Is there such a thing as a family bar?”

“Absolutely.” Jackie looked hurt. In spite of its generic name, the tavern wasn’t a dive. “We offer kid portions of French fries and onion rings, don’t we?”

Before Billy could reply, the first customer of the day came through the door. It was 11:04. The guy wanted brunch: a Bloody Mary with a celery stick.

Jackie and Billy tended bar together through the lunchtime traffic, and Jackie served food to the tables as Ben plated it from the grill.

They were busier than usual because Tuesday was chili day, but they still didn’t need a first-shift waitress. A third of the customers had lunch in a glass, and another third were satisfied with peanuts or with sausages from the brine jar on the bar, or with free pretzels.

Mixing drinks and pouring beers, Billy Wiles was troubled by a persistent image in his mind’s eye: Steve Zillis chopping a mannequin to pieces, chopping, chopping.

As his shift wore on, and as no one brought word of a gunshot schoolteacher or a bludgeoned elderly philanthropist, Billy’s nerves quieted. In sleepy Vineyard Hills, in peaceful Napa Valley, news of a brutal murder would travel fast. The note must have been a prank.

After a slow afternoon, Ivy Elgin arrived for work at four o’clock, and at her heels thirsty men followed in such a state that they would have wagged their tails if they’d had them.

“Anything dead today?” Billy asked her, and found himself wincing at the question.

“A praying mantis on my back porch, right at my doorstep,” Ivy said.

“What do you think that means?”

“What prays has died.”

“I don’t follow.”

“I’m still trying to figure it.”

Shirley Trueblood arrived at five o’clock, matronly in a pale-yellow uniform with white lapels and cuffs.

After her came Ramon Padillo, who sniffed the aroma of chili and grumbled, “Needs a pinch of cumin.”

When Steve Zillis breezed in at six, smelling of a verbena-scented aftershave and wintermint mouthwash, he said, “How’re they hangin’, Kemosabe?”

“Did you call me last night?” Billy asked.

“Who, me? Why would I?”

“I don’t know. I got a call, a bad connection, but I thought maybe it was you.”

“Did you call me back?”

“No. I could hardly hear the voice. I just had a hunch it might be you.”

Selecting three plump olives from the condiment tray, Steve said, “Anyway, I was out last night with a friend.”

“You get off work at two o’clock in the morning and then you go out?”

Steve grinned and winked. “There was a moon, and I’m a dog.” He pronounced it dawg.

“If I got off at two A.M., I’d be straight to bed.”

“No offense, pilgrim, but you don’t exactly ring the bell on the zing meter.”

“What’s that mean?”

Steve shrugged, then began to juggle the slippery olives with impressive dexterity. “People wonder why a good-lookin’ guy like you lives like an old maid.”

Surveying the customers, Billy said, “What people?”

“Lots of people.” Steve caught the first olive in his mouth, the second, the third, and chewed vigorously to applause from the barstool gallery.

During the last hour of his shift, Billy was markedly more observant of Steve Zillis than usual. Yet he saw nothing suspicious.

Either the guy wasn’t the prankster or he was immeasurably more cunning and deceitful than he appeared to be.

Well, it didn’t matter. No one had been murdered. The note had been a joke; and sooner or later the punch line would be delivered.

As Billy was leaving the tavern at seven o’clock, Ivy Elgin came to him, restrained excitement in her brandy-colored eyes. “Somebody’s going to die in a church.”

“How do you figure?”

“The mantis. What prays has died.”

“Which church?” he asked.

“We’ll have to wait and see.”

“Maybe it won’t be in church. Maybe it’s just that a local minister or a priest is going to die.”

Her intoxicating gaze held his. “I didn’t think of that. You might be right. But how does the possum fit in?”

“I don’t have a clue. Ivy. I don’t have a talent for haruspicy, like you do.”

“I know, but you’re nice. You’re always interested, and you never make fun of me.”

Although he worked with Ivy five days a week, the impact of her extraordinary beauty and sexuality could make him forget, at times, that she was in some ways more girl than woman, sweet and guileless, virtuous even if not pure.

Billy said, “I’ll think about the possum. Maybe there’s a little bit of a seer in me that I don’t know about.”

Her smile could knock you off balance. “Thanks, Billy. Sometimes this gift… it’s a burden. I could use a little help with it.”

Outside, the summer-evening air was lemon yellow with oblique sunshine, and the eastward-crawling shadows of the elms were one shade of purple short of black.

As he approached his Ford Explorer, he saw a note under the windshield wiper.




Chapter 6


Although neither a dead blonde nor an elderly cadaver had been reported, Billy halted short of the Explorer, hesitant to proceed, reluctant to read this second message.

He wanted nothing more than to sit with Barbara for a while and then to go home. He didn’t see her seven times a week, but he visited more days than not.

His stops at Whispering Pines were one of the blocks with which the foundation of his simple life had been built. He looked forward to them as he looked forward to quitting-time and carving.

He was not a stupid man, however, and not even merely smart. He knew that his life of seclusion might easily deteriorate into one of solitude.

A fine line separates the weary recluse from the fearful hermit. Finer still is the line between hermit and bitter misanthrope.

Slipping the note from under the wiper, crumpling it in his fist, and tossing it aside unread would surely constitute the crossing of the first of those lines. And perhaps there would be no going back.

He did not have much of what he wanted in life. But by nature he was prudent enough to recognize that if he threw away the note, he would also be throwing away everything that now sustained him. His life would be not merely different but worse.

In his trance of decision, he had not heard the patrol car enter the lot. As he plucked the note off the windshield, he was surprised by Lanny Olsen’s sudden appearance at his side, in uniform.

“Another one,” Lanny declared, as though he had been expecting the second note.

His voice had a broken edge. His face was lined with dread. His eyes were windows to a haunted place.

Billy’s fate was to live in a time that denied the existence of abominations, that gave the lesser name horror to every abomination, that redefined every horror as a crime, every crime as an offense, every offense as a mere annoyance. Nevertheless, abhorrence rose in him before he knew exactly what had brought Lanny Olsen here.

“Billy. Dear sweet Jesus, Billy.”

“What?”

“I’m sweating. Look at me sweating.”

“What—Whatisit?”

“I can’t stop sweating. It’s not that hot.”

Suddenly Billy felt greasy. He wiped one hand across his face and looked at the palm, expecting filth. To the eye, it appeared to be clean.

“I need a beer,” Lanny said. “Two beers. I need to sit down. I need to think.”

“Look at me.”

Lanny wouldn’t meet his eyes. His attention was fixed on the note in Billy’s hand.

That paper remained folded, but something unfolded in Billy’s gut, blossomed like a lubricious flower, oily and many-petaled. Nausea born of intuition.

The right question wasn’t what. The right question was who, and Billy asked it.

Lanny licked his lips. “Giselle Winslow.”

“I don’t know her.”

“Neither do I.”

“Where?”

“She taught English down in Napa.”

“Blond?”

“Yeah.”

“And lovely,” Billy guessed.

“She once was. Somebody beat her nearly to death. She was messed up really bad by someone who knew how to draw it out, how to make it last.”

“Nearly to death.”

“He finished by strangling her with a pair of her pantyhose.”

Billy’s legs felt weak. He leaned against the Explorer. He could not speak.

“Her sister found her just two hours ago.”

Lanny’s gaze remained fixed on the folded sheet of paper in Billy’s hand.

“The sheriff’s department doesn’t have jurisdiction down there,” Lanny continued. “So it’s in the lap of the Napa police. That’s something, anyway. That gives me breathing space.”

Billy found his voice, but it was rough and not as he usually sounded to himself. “The note said he’d kill a schoolteacher if I didn’t go to the police, but I went to you.”

“He said he’d kill her if you didn’t go to the police and get them involved.”

“But I went to you, I tried. I mean, for God’s sake, I tried, didn’t I?”

Lanny met his eyes at last. “You came to me informally. You didn’t actually go to the police. You went to a friend who happened to be a cop.”

“But I went to you.” Billy protested, and cringed at the denial in his voice, at the self-justification.

Nausea crawled the walls of his stomach, but he clenched his teeth and strove for control.

“Nothing smelled real about it,” Lanny said.

“About what?”

“The first note. It was a joke. It was a lame joke. There isn’t a cop alive with the instinct to smell anything real in it.”

“Was she married?” Billy asked.

A Toyota drove into the lot and parked seventy or eighty feet from the Explorer.

In silence they watched the driver get out of the car and go into the tavern. At such a distance, their conversation couldn’t have been overheard. Nevertheless, they were circumspect.

Country music drifted out of the tavern while the door was open. On the jukebox, Alan Jackson was singing about heartbreak.

“Was she married?” Billy asked again.

“Who?”

“The woman. The schoolteacher. Giselle Winslow.”

“I don’t think so, no. At least there’s no husband in the picture at the moment. Let me see the note.”

Withholding the folded paper, Billy said, “Did she have any children?”

“What does it matter?”

“It matters,” Billy said.

He realized that his empty hand had tightened into a fist. This was a friend standing before him, such as he allowed himself friends. Yet he relaxed his fist only with effort.

“It matters to me, Lanny.”

“Kids? I don’t know. Probably not. From what I heard, she must have lived alone.”

Two bursts of traffic passed on the state highway: paradiddles of engines, the soft percussion of displaced air.

In the ensuing quiet, Lanny said plaintively, “Listen, Billy, potentially, I’m in trouble here.”

“Potentially?” He found humor in that choice of words, but not the kind to make him laugh.

“No one else in the department would have taken that damn note seriously. But they’ll say I should have.”

“Maybe I should have,” Billy said.

Agitated, Lanny disagreed: “That’s hindsight. Bullshit. Don’t talk like that. We need a mutual defense.”

“Defense against what?”

“Whatever. Billy, listen, I don’t have a perfect ten card.”

“What’s a ten card?”

“My force record card, my performance file. I’ve gotten a couple negative reports.”

“What’d you do?”

Lanny’s eyes squinted when he took offense. “Damn it, I’m not a crooked cop.”

“I didn’t say you were.”

“I’m forty-six, never taken a dime of dirty money, and I never will.”

“All right. Okay.”

“I didn’t do anything.”

Lanny’s pique might have been pretense; he couldn’t sustain it. Or perhaps some grim mind’s-eye image scared him, for his pinched eyes widened. He chewed on his lower lip as if gnawing on a disturbing thought that he wanted to bite up, spit out, and never again consider. Although he glanced at his wristwatch, Billy waited.

“What’s true enough,” Lanny said, “is I’m sometimes a lazy cop. Out of boredom, you know. And maybe because… I never really wanted this life.”

“You don’t owe me any explanations,” Billy assured him.

“I know. But the thing is… whether I wanted this life or not, it’s what I’ve got now. It’s all I have. I want a chance to keep it. I gotta read that new note, Billy. Please give me the note.”

Sympathetic but unwilling to yield the paper, which was now damp with his own perspiration, Billy unfolded and read it. If you don’t go to the police and get them involved, I will kill an unmarried man who won’t much be missed by the world. If you do go to the police, I will kill a young mother of two. You have five hours to decide. The choice is yours.

On the first reading, Billy comprehended every terrible detail of the note, yet he read it again. Then he relinquished it.

Anxiety, the rust of life, corroded Lanny Olsen’s face as he scanned the lines. “This is one sick son of a bitch.”

“I’ve got to go down to Napa.”

“Why?”

“To give both these notes to the police.”

“Wait, wait, wait,” Lanny said. “You don’t know that the second victim’s going to be in Napa. Could be in St. Helena or Rutherford—”

“Or in Angwin,” Billy interrupted, “or Calistoga.”

Eager to press the point, Lanny said, “Or Yountville or Circle Oaks, or Oakville. You don’t know where. You don’t know anything.”

“I know some things,” Billy said. “I know what’s right.”

Blinking at the note, flicking sweat off his eyelashes, Lanny said, “Real killers don’t play these games.”

“This one does.”

Folding the note and tucking it in the breast pocket of his uniform shirt, Lanny pleaded, “Let me think a minute.”

Immediately retrieving the paper from Lanny’s pocket, Billy said, “Think all you want. I’m driving down to Napa.”

“Oh, man, this is bad. This is wrong. Don’t be stupid.”

“It’s the end of his game if I won’t play it.”

“So you’re just going to kill a young mother of two. Just like that, are you?”

“I’ll pretend you didn’t say that.”

“Then I’ll say it again. You’re going to kill a young mother of two.”

Billy shook his head. “I’m not killing anyone.”

“ ‘The choice is yours,’” Lanny quoted. “Are you going to choose to make two orphans?”

What Billy saw now in his friend’s face, in his eyes, was not anything that he had seen before across a poker table or anywhere else. He seemed to be confronted by a stranger.

“The choice is yours,” Lanny repeated.

Billy didn’t want a falling-out between them. He lived on the more companionable side of the line between recluse and hermit, and he did not want to find himself straddling that divide.

Perhaps sensing his friend’s concern, Lanny took a softer tack: “All I’m asking is throw me a line. I’m in quicksand here.”

“For God’s sake, Lanny.”

“I know. It sucks. There’s no way it doesn’t.”

“Don’t try to manipulate me like that again. Don’t hammer me.”

“I won’t. I’m sorry. It’s just, the sheriff’s a hardass. You know he is. With my ten card, this is all he needs to take my badge, and I’m still six years short of a full pension.”

As long as he met Lanny’s eyes and saw the desperation in them, and saw something worse than desperation that he didn’t want to name, he couldn’t compromise with him. He had to look away and pretend to be speaking to the Lanny he’d known before this encounter.

“What are you asking me to do?”

Reading capitulation in the question, Lanny spoke in a still more conciliatory voice. “You won’t regret this, Billy. It’s going to be all right.”

“I didn’t say I’d do whatever you want. I just need to know what it is.”

“I understand. I appreciate it. You’re a true friend. All I’m asking is an hour, one hour to think.”

Shifting his gaze from the tavern to the cracked blacktop at his feet, Billy said, “There’s not much time. With the first message, it was six hours. Now it’s five.”

“I’m only asking for one. One hour.”

“He must know I get off work at seven, so that’s probably when the clock starts ticking. Midnight. Then before dawn he kills one or the other, and by action or inaction, I’ve made a choice. He’ll do what he’ll do, but I don’t want to think I decided it for him.”

“One hour,” Lanny promised, “and then I’ll go to Sheriff Palmer. I just have to figure the approach, the angle that’ll save my ass.”

A familiar shriek, but seldom heard in this territory, raised Billy’s attention from the blacktop to the sky.

White on sapphire, three sea gulls kited against the eastern heavens. They rarely ventured this far north from San Pablo Bay.

“Billy, I need those notes for Sheriff Palmer.”

Watching the sea gulls, Billy said, “I’d rather keep them.”

“The notes are evidence,” Lanny said plaintively. “That bastard Palmer will rip me a new one if I don’t take custody of the evidence and protect it.”

As the summer evening waned toward the darkness that always drove gulls to seaside roosts, these birds were so out of place that they seemed to be an omen. Their piercing, cold cries brought a creeping chill to the nape of Billy’s neck.

He said, “I only have the note I just found.”

“Where’s the first one?” Lanny asked.

“I left it in my kitchen, by the phone.”

Billy considered going into the tavern to ask Ivy Elgin the meaning of the birds.

“All right. Okay,” Lanny said. “Just give me the one you’ve got. Palmer’s gonna want to come talk to you. We can get the first note then.”

The problem was, Ivy claimed to be able to read portents only in the details of dead things.

When Billy hesitated, Lanny grew insistent: “For God’s sake, look at me. What is it with the birds?”

“I don’t know,” Billy replied.

“You don’t know what?”

“I don’t know what it is with the birds.” Reluctantly, Billy fished the note from his pocket and gave it to Lanny. “One hour.”

“That’s all I need. I’ll call you.”

As Lanny turned away, Billy put a hand on his shoulder, halting him. “What do you mean you’ll call? You said you’d bring Palmer.”

“I’ll call you first, as soon as I’ve figured out how to tweak the story to give myself cover.”

“ ‘Tweak,’” Billy said, loathing the word.

Falling silent, the circling sea gulls wheeled away toward the westering sun.

“When I call,” Lanny said, “I’ll tell you what I’m gonna tell Palmer, so we’ll be on the same page. Then I’ll go to him.”

Billy wished that he had never surrendered the note. But it was evidence, and logic dictated that Lanny should have it.

“Where are you going to be in an hour—at Whispering Pines?”

Billy shook his head. “I’m stopping there, but only for fifteen minutes. Then I’m going home. Call me at my place. But there’s one more thing.”

Impatiently, Lanny said, “Midnight, Billy. Remember?”

“How does this psycho know what choice I make? How did he know I went to you and not to the police? How will he know what I do in the next four and a half hours?”

No answer but a frown occurred to Lanny.

“Unless,” Billy said, “he’s watching me.”

Surveying the vehicles in the parking lot, the tavern, and the arc of embracing elms, Lanny said, “Everything was going so smooth.”

“Was it?”

“Like a river. Now this rock.”

“Always a rock.”

“That’s true enough,” Lanny said, and walked away toward his patrol car.

Mother Olsen’s only child appeared defeated, slump-shouldered and baggyassed.

Billy wanted to ask if everything was all right between them, but that was too direct. He couldn’t think of another way to phrase the question.

Then he heard himself say, “Something I’ve never told you and should have.”

Lanny stopped, looked back, regarding him warily.

“All those years your mom was sick and you looked after her, gave up what you wanted… that took more of the right stuff than cop work does.”

As though embarrassed, Lanny looked at the trees again and said almost as if discomfited, “Thanks, Billy.” He seemed genuinely touched to hear his sacrifice acknowledged.

Then as if a perverse sense of shame compelled him to discount, if not mock, his virtue, Lanny added, “But all of that doesn’t leave me with a pension.”

Billy watched him get in the car and drive away.

In a silence of vanished sea gulls, the breathless day waned, while the hills and the meadows and the trees gradually drew more shadows over themselves.

On the farther side of the highway, the forty-foot wooden man strove to save himself from the great grinding wheels of industry or brutal ideology, or modern art.




Chapter 7


Barbara’s face against the dimpled background of the pillow was Billy’s despair and his hope, his loss and his expectation.

She was an anchor in two senses, the first beneficial. The sight of her held Billy fast and stable whatever the currents of a day.

Less mercifully, every memory of her from the time when she had been not just in the quick of life, but also vivacious, was a link of chain enwrapping him. If she sank from coma into full oblivion, the chain would pull taut, and he would sink with her into the darkest waters.

He came here not only to keep her company in the hope that she would recognize his presence even in her internal prison, but also to be taught how to care and not to care, how to sit still, and perhaps to find elusive peace.

This evening, peace was more elusive than usual.

His attention shifted often from her face to his watch, and to the window beyond which the acid-yellow day soured slowly toward a bitter twilight.

He held his little notebook. He paged through it, reading the mysterious words that she had spoken.

When he found a sequence that particularly intrigued him, he read it aloud:

“—soft black drizzle—”

“—death of the sun—”

“—the scarecrow of a suit—”

“—livers of fat geese—”

“—narrow street, high houses—”

“—a cistern to hold the fog—”

“—strange forms… ghostly motion—”

“—clear-sounding bells—”

His hope was that, hearing her enigmatic coma-talk read back to her, she would be spurred to speak, perhaps to expand upon those utterances and make more sense of them…

On other nights his performance had sometimes drawn a reply from her. But never did she clarify what previously she had said. Instead she delivered a new and different sequence of equally inscrutable words.

This evening she responded with silence, and occasionally with a sigh uncolored by emotion, as if she were a machine that breathed in a shallow rhythm with louder exhalations caused by random power surges.

After reading aloud two sequences, Billy returned the notebook to his pocket.

Agitated, he had read her words with too much force, too much haste. At one point he’d heard himself and thought he sounded angry, which would do Barbara no good.

He paced the room. The window drew him.

Whispering Pines stood adjacent to a gently sloping vineyard.

Beyond the window lay regimented vines with emerald-green leaves that would be crimson come autumn, with small hard grapes still many weeks from maturity.

The work lanes between the vine rows were mottled black with the shadows of the day’s last hour, purple with grape pomace that had been spread as fertilizer.

Seventy or eighty feet from the window, a man alone stood in one of those lanes. He had no tools with him and did not appear to be at work.

If he was a grower or a vintner out for a walk, he must not be in a hurry. He stood in one place, feet planted wide apart, hands in his trouser pockets.

He seemed to be studying the convalescent home.

From this distance and in this light, no details of the man’s appearance could be discerned. He stood in the lane between vines with his back to the declining sun, which revealed him only as a silhouette.

Listening to running feet on hollow stairs, which was in fact the thunder of his heart, Billy warned himself against paranoia. Whatever trouble might come, he would need calm nerves and a clear mind to cope.

He turned away from the window. He went to the bed.

Barbara’s eyes moved under her lids. The specialists said this indicated a dream state.

Considering that any coma was a far deeper sleep than mere sleep itself, Billy wondered if hers were more intense than ordinary dreams—full of fevered action, crashing with a thunderstorm of sound, drenched in color.

He worried that her dreams were nightmares, vivid and perpetual.

When he kissed her forehead, she murmured, “The wind is in the east”

He waited, but she said no more, though her eyes darted and rolled from phantom to phantom under her closed lids.

Because those words contained no menace and because no sense of peril darkened her voice, he chose to believe that her current dream, at least, must be benign.

Although he didn’t want it, he took from the nightstand a square cream-colored envelope on which his name had been written in flowing script. He tucked it in a pocket, unread, for he knew that it had been left by Barbara’s doctor, Jordan Ferrier.

When medical issues of substance needed to be discussed, the physician always used the telephone. He resorted to written messages only when he had turned from medicine to the devil’s work.

At the window again, Billy discovered that the watcher in the vineyard had gone.

Moments later, when he left Whispering Pines, he half expected to find a third note on his windshield. He was spared that discovery.

Most likely the man among the vines had been an ordinary man engaged in honest business. Nothing more. Nothing less.

Billy drove directly home, parked in the detached garage, climbed the back-porch steps, and found his kitchen door unlocked, ajar.




Chapter 8


Billy had not been threatened in either of the notes. The danger confronting him was not to life and limb. He would have preferred physical peril to the moral jeopardy that he faced.

Nevertheless, when he found the back door of the house ajar, he considered waiting in the yard until Lanny arrived with Sheriff Palmer.

That option occupied his consideration only for a moment. He didn’t care if Lanny and Palmer thought he was gutless, but he didn’t want to think it of himself.

He went inside. No one waited in the kitchen.

The draining daylight drizzled down the windows more than it penetrated them. Warily, he turned on lights as he went through the house.

He found no intruder in any room or closet. Curiously, he saw no signs of intrusion, either.

By the time that he returned to the kitchen, he had begun to wonder if he might have failed to close and lock the door when he had left the house earlier in the day.

That possibility had to be discounted when he found the spare key on a kitchen counter, near the phone. It should have been taped to the bottom of one of twenty cans of wood stain and varnish stored on a shelf in the garage.

Billy had last used the spare key five or six months previously. He could not possibly have been under surveillance that long.

Suspecting the existence of a key, the killer must have intuited that the garage was the most likely place in which it would have been hidden.

Billy’s professionally equipped woodworking shop occupied two-thirds of that space, presenting numerous drawers and cabinets and shelves where such a small item could have been hidden. The search for it might have taken hours.

If the killer, after visiting the house, intended to announce his intrusion by leaving the spare key in the kitchen, logic argued that he would have saved himself the time and trouble of the search. Instead, why wouldn’t he have broken one of the four panes of glass in the back door?

As Billy puzzled over this conundrum, he suddenly realized that the key lay at the very spot on the black-granite counter where he had left the first typewritten message from the killer. It was gone.

Turning in a full circle, he saw the note neither on the floor nor on another counter. He pulled open the nearest drawers, but it was not in this one or in this one, or in this one…

Abruptly he realized that Giselle Winslow’s killer had not been here, after all. The intruder had been Lanny Olsen.

Lanny knew where the spare key was kept. When he had asked for the first note, as evidence, Billy had told him that it was here, in the kitchen.

Lanny had also asked where to find him in an hour, whether he would be going directly home or to Whispering Pines.

A sense of deep misgiving overcame Billy, a general uneasiness and doubt that began to curdle his trust.

If Lanny had all along intended to come here and collect the note as essential evidence, not later with Sheriff Palmer but right away, he should have said so. His deception suggested that he was not in a mood to serve and protect the public, or even to back up a friend, but was focused first on saving his own skin.

Billy didn’t want to believe such a thing. He sought excuses for Lanny.

Maybe after driving away from the tavern in his patrol car, he had decided that, after all, he must have both of the notes before he approached Sheriff Palmer. And maybe he didn’t want to make a call to Whispering Pines because he knew how important those visits were to Billy.

In that case, however, he would have written a brief explanation to leave in place of the killer’s note when he took it.

Unless… If his intention was to destroy both notes instead of going to Palmer, and later to claim that Billy had never come to him prior to the Winslow murder, such a replacement note would have been evidence to refute him.

Always, Lanny Olsen had seemed to be a good man, not free of faults, but basically good and fair and decent. He’d sacrificed his dreams to stand by his ailing mother for so many years.

Billy dropped the spare key in his pants pocket. He did not intend to tape it again to the bottom of the can in the workshop.

He wondered just how many bad reports were on Lanny’s ten card, exactly how lazy he had been.

In retrospect, Billy heard markedly greater desperation in his friend’s voice than he had heard at the time: I never really wanted this life… but the thing is… whether I wanted it or not, it’s what I’ve got now. It’s all I have. I want a chance to keep it.

Even most good men had a breaking point. Lanny might have been closer to his than Billy could have known.

The wall clock showed 8:09.

In less than four hours, regardless of the choice that Billy made, someone would die. He wanted this responsibility off his shoulders.

Lanny was supposed to call him by 8:30.

Billy had no intention of waiting. He snatched the handset from the wall phone and keyed in Lanny’s personal cell-phone number.

After five rings, he was switched to voice mail. He said, “This is Billy. I’m at home. What the hell? What’ve you done? Call me now.”

Instinct told him not to attempt to reach Lanny through the sheriffs-department dispatcher. He would be leaving a trail that might have consequences he could not foresee.

His friend’s betrayal, if that’s what it was, had reduced Billy to the cautious calculations of a guilty man, although he had done nothing wrong.

A transient sting of mingled pain and anger would have been understandable. Instead, resentment swelled in him so thick, so quick, that his chest grew tight and he had difficulty swallowing.

Destroying the notes and lying about them might spare Lanny dismissal from the force, but Billy’s situation would be made worse. Lacking evidence, he would find it more difficult to convince the authorities that his story was true and that it might shed light on the killer’s psychology.

If he approached them now, he risked looking like a publicity seeker or like a bartender who sampled too much of his wares. Or like a suspect.

Riveted by that thought, he stood very still for a minute, exploring it. Suspect.

His mouth had gone dry. His tongue cleaved to his palate.

He went to the kitchen sink and drew a glass of cold water from the tap. At first he could barely choke down a mouthful, but then he drained the glass in three long swallows.

Too cold, drunk too fast, the water wrung a brief sharp pain from his chest, and washed nausea through his gut. He put the glass on the drainboard. He leaned over the sink until the queasiness passed.

He splashed his greasy face with cold water, washed his hands in hot.

He paced the kitchen. He sat briefly at the table, then paced some more.

At 8:30, he stood by the telephone, staring at it, although he had every reason to believe that it would not ring.

At 8:40, he used his cell phone to call Lanny’s cellular number, leaving the house phone open. He got voice mail again.

The kitchen was too warm. He felt stifled.

At 8:45, Billy stepped outside, onto the back porch. He needed fresh air.

With the door wide open behind him, he could hear the telephone if it rang.

Indigo in the east, the sky overhead and to the west trembled faintly with the iridescent vibrations of an orange-and-green sunset.

The encircling woods bristled dark, growing darker. If a hostile observer had taken up position in that timber, crouching in ferns and philodendrons, none but a sharp-nosed dog could have known that he was out there.

A hundred toads, all unseen, had begun to sing in the descending gloom, but in the kitchen, past the open door, all was silent.

Perhaps Lanny just needed a little more time to find a way to tweak the truth.

Surely he cared about more than himself. He could not have been reduced so totally, so quickly, to the most base self-interest.

He was still a cop, lazy or not, desperate or not. Sooner than later he would realize that he couldn’t live with himself if, by obstructing the investigation, he contributed to more deaths.

The ink-spill in the east soon saturated the sky overhead, while in the west, all was fire and blood.




Chapter 9


At 9:00, Billy left the back porch and went inside. He closed the door and locked it.

In just three hours, a fate would be decided, a death ordained, and if the killer followed a pattern, someone would be murdered before dawn.

The key to the SUV lay on the dinette table. Billy picked it up.

He considered setting out in search of Lanny Olsen. What he had thought was resentment, earlier, had been mere exasperation. Now he knew real resentment, a dark and bitter brooding. He badly wanted confrontation. Preserve me from the enemy who has something to gain, and from the friend who has something to lose.

Lanny had been on day shift. He was off duty now.

Most likely he would be holed up at home. If he was not at home, there were only a handful of restaurants, bars, and friends’ houses where he might be found.

A sense of responsibility and a strange despairing kind of hope held Billy prisoner in his kitchen, by his telephone. He no longer expected Lanny to call; but the killer might.

The mute listener on the line the previous night had been Giselle Winslow’s murderer. Billy had no proof, but no doubt, either.

Maybe he would call this evening, too. If Billy could speak to him, something might be accomplished, something learned.

Billy was under no illusion that such a monster could be charmed into chattiness. Neither could a homicidal sociopath be debated, nor persuaded by reason to spare a life.

Hearing the man speak a few words, however, might prove valuable. Ethnicity, region of origin, education, approximate age, and more could be inferred from a voice.

With luck, the killer might also unwittingly reveal some salient fact about himself. One clue, one small bud of information that blossomed under determined analysis, could provide Billy with something credible to take to the police.

Confronting Lanny Olsen might be emotionally satisfying, but it would not get Billy out of the box in which the killer had put him.

He hung the key to the SUV on a pegboard.

The previous evening, in a nervous moment, he had lowered the shades at all the windows. This morning, before breakfast, he had raised those in the kitchen. Now he lowered them again.

He stood in the center of the kitchen.

He glanced at the phone.

Intending to sit at the table, he put his right hand on the back of a chair, but he didn’t move it.

He just stood there, studying the polished black-granite floor at his feet.

He kept an immaculate house. The granite was glossy, spotless.

The blackness under his feet appeared to have no substance, as if he were standing on air, high in the night itself, with five miles of atmosphere yawning below, wingless.

He pulled the chair out from the table. He sat. Less than a minute passed before he got to his feet.

Under these circumstances, Billy Wiles had no idea how to act, what to do. The simple task of passing time defeated him, although he had not been doing much else for years.

Because he hadn’t eaten dinner, he went to the refrigerator. He had no appetite. Nothing on those cold shelves appealed to him.

He glanced at the SUV key dangling on the pegboard.

He went to the phone and stood staring at it.

He sat at the table. Teach us to care and not to care. Teach us to sit still.

After a while, he went to the study, where he spent so many evenings carving architectural ornaments at a corner worktable.

He collected several tools and a chunk of white oak from which he had only half finished carving a cluster of acanthus leaves. He returned with them to the kitchen.

The study had a telephone, but Billy preferred the kitchen this evening. The study also had a comfortable couch, and he worried that he would be tempted to lie down, that he would fall asleep and not be awakened by the killer’s call, or by anything, ever.

Whether or not this concern was realistic, he settled at the dinette table with the wood and the tools.

Without a carver’s vise, he could work only on the finer details of the leaves, which was engraving work akin to scrimshaw. The blade scraped a hollow sound from the oak, as if this were bone, not wood.

At ten minutes past ten o’clock, less than two hours before the deadline, he abruptly decided that he would go to the sheriff.

His house was not in any township; the sheriff had jurisdiction here. The tavern lay in Vineyard Hills, but the town was too small to have its own police force; Sheriff Palmer was the law there, too.

Billy snared the key from the pegboard, opened the door, stepped onto the back porch—and halted. If you do go to the police, I will kill a young mother of two.

He didn’t want to choose. He didn’t want anyone to die.

In all of Napa County, there might be dozens of young mothers with two children. Maybe a hundred, two hundred, maybe more.

Even with five hours, they couldn’t have identified and alerted all the possible targets. They would have to use the media to warn the public. That might take days.

Now, with less than two hours, nothing substantive would be done. They might spend longer than that just questioning Billy.

The young mother, obviously preselected by the killer, would be murdered.

What if the children awakened? As witnesses, they might be eliminated.

The madman had not promised to kill only the mother.

On damp night air, a musky smell wafted from the rich layers of mast on the woodland floor and drifted from the trees to the porch.

Billy returned to the kitchen and closed the door.

Later, whittling leaf details, he pricked a thumb. He didn’t get a Band-Aid. The puncture was small; it should close quickly.

When he nicked a knuckle, he remained too intensely involved with the carving to bother attending to it. He worked faster, and didn’t notice when he sustained a third tiny cut.

To an observer, had there been one, it might have seemed as though Billy wanted to bleed.

Because his hands remained busy, the wounds kept weeping. The wood soaked up the blood.

In time, he realized that the oak had completely discolored. He dropped the carving and put aside the blade.

He sat for a while, staring at his hands, breathing hard for no reason. In time, the bleeding stopped, and it didn’t start up again when he washed his hands at the sink.

At 11:45, after patting his hands dry on a dishtowel, he got a cold Guinness and drank it from the bottle. He finished it too fast.

Five minutes after the first beer, he opened a second. He poured it in a glass to encourage himself to sip it and make it last.

He stood with the Guinness in front of the wall clock.

Eleven-fifty. Countdown.

As much as Billy wanted to lie to himself, he couldn’t be fooled. He had made a choice, all right. The choice is yours. Even inaction is a choice.

The mother who had two children—she wouldn’t die tonight. If the homicidal freak kept his end of the bargain, the mother would sleep the night and see the dawn.

Billy was part of it now. He could deny, he could run, he could leave his window shades down for the rest of his life and cross the line from recluse to hermit, but he could not escape the fundamental fact that he was part of it.

The killer had offered him a partnership. He had wanted no part of it. But now it turned out to be like one of those business deals, one of those aggressive stock offers, that writers in the financial pages called a hostile takeover.

He finished the second Guinness as midnight arrived. He wanted a third. And a fourth.

He told himself he needed to keep a clear head. He asked himself why, and he had no credible answer.

His part of the business was done for the night. He had made the choice. The freak would do the deed.

Nothing more would happen tonight, except that without the beer, Billy wouldn’t be able to sleep. He might find himself carving again.

His hands ached. Not from his three insignificant wounds. From having clutched the tools too tightly. From having held the chunk of oak in a death grip.

Without sleep, he wouldn’t be ready for the day ahead. With morning would come news of another corpse. He would learn whom he had chosen for death.

Billy put his glass in the sink. He didn’t need a glass anymore because he didn’t care about making the beer last. Each bottle was a punch, and he wanted nothing more than to knock himself out.

He took a third beer to the living room and sat in his recliner. He drank in the dark.

Emotional fatigue can be as debilitating as physical exhaustion. All strength had fled him.

At 1:44, the telephone woke him. He flew up from the chair as if from a catapult. The empty beer bottle rolled across the floor.

Hoping to hear Lanny, he snared the handset from the kitchen phone on the fourth ring. “Hello” earned no reply.

The listener. The freak.

Billy knew from experience that a strategy of silence would get him nowhere. “What do you want from me? Why me?”

The caller did not respond.

“I’m not going to play your game,” Billy said, but that was lame because they both knew that he had already been co-opted.

He would have been pleased if the killer had replied with even a soft laugh of derision, but he got nothing.

“You’re sick, you’re twisted.” When that didn’t inspire a response, Billy added, “You’re human debris.”

He thought he sounded weak and ineffective, and for the times in which he lived, the insults were far from inflammatory. Some heavy-metal rock band probably called itself Sick and Twisted, and surely another was named Human Debris.

The freak would not be baited. He disconnected.

Billy hung up and realized that his hands were trembling. His palms were damp, too, and he blotted them on his shirt.

He was struck by a thought that should have but hadn’t occurred to him when the killer had called the previous night. He returned to the phone, picked up the handset, listened to the dial tone for a moment, and then keyed in * 69, instigating an automatic callback.

At the farther end of the line, the phone rang, rang, rang, but nobody answered it.

The number in the digital display on Billy’s phone, however, was familiar to him. It was Lanny’s.




Chapter 10


Graceful in starlight with oaks, the church stood along the main highway, a quarter of a mile from the turnoff to Lanny Olsen’s house.

Billy drove to the southwest corner of the parking lot. Under the cloaking gloom of a massive California live oak, he doused the headlights and switched off the engine.

Picturesque chalk-white stucco walls with decorative buttresses rose to burnt-orange tile roofs. In a belfry niche stood a statue of the Holy Mother with her arms open to welcome suffering humanity.

Here, every baptized baby would seem to be a potential saint. Here, every marriage would appear to have the promise of lifelong happiness regardless of the natures of the bride and groom.

Billy had a gun, of course.

Although it was an old weapon, not one of recent purchase, it remained in working order. He had cleaned and stored it properly.

Packed away with the revolver had been a box of .38 cartridges. They showed no signs of corrosion.

When he had taken the weapon from its storage case, it felt heavier than he remembered. Now as he picked it off the passenger’s seat, it still felt heavy.

This particular Smith and Wesson tipped the scale at only thirty-six ounces, but maybe the extra weight that he felt was its history.

He got out of the Explorer and locked the doors.

A lone car passed on the highway. The sidewash of the headlights reached no closer than thirty yards from Billy.

The rectory lay on the farther side of the church. Even if the priest was an insomniac, he would not have heard the SUV.

Billy walked farther under the oak, out from its canopy, into a meadow. Wild grass rose to his knees.

In the spring, cascades of poppies had spilled down this sloped field, as orange-red as a lava flow. They were dead now, and gone.

He halted to let his eyes grow accustomed to the moonless dark.

Motionless, he listened. The air was still. No traffic moved on the distant highway. His presence had silenced the cicadas and the toads. He could almost hear the stars.

Confident of his dark-adapted vision though of nothing else, he set out across the gently rising meadow, angling toward the fissured and potholed blacktop lane that led to Lanny Olsen’s place.

He worried about rattlesnakes. On summer nights as warm as this, they hunted field mice and younger rabbits. Unbitten, he reached the lane and turned uphill, passing two houses, both dark and silent.

At the second house, a dog ran loose in the fenced yard. It did not bark, but raced back and forth along the high pickets, whimpering for Billy’s attention.

Lanny’s place lay a third of a mile past the house with the dog. At every window, light of one quality or another fired the glass or gilded the curtains.

In the yard, Billy crouched beside a plum tree. He could see the west face of the house, which was the front, and the north flank.

The possibility existed that this entire thing had in fact been a hoax and that Lanny was the hoaxer.

Billy did not know for a fact that a blond schoolteacher had been murdered in the city of Napa. He had taken Lanny’s word for it.

He had not seen a report of the homicide in the newspaper. The killing supposedly had been discovered too late in the day to make the most recent edition. Besides, he rarely read a newspaper.

Likewise, he never watched TV. Occasionally he listened for weather reports on the radio, while driving, but mostly he relied on a CD player loaded with zydeco or Western swing.

A cartoonist might be expected also to be a prankster. The funny streak in Lanny had been repressed for so long, however, that it was less of a streak than a thread. He made reasonably good company, but he wasn’t a load of laughs.

Billy didn’t intend to wager his life—or a nickel—that Lanny Olsen had hoaxed him.

He remembered how sweaty and anxious and distressed his friend had been in the tavern parking lot, the previous evening. In Lanny, what you saw was what he was. If he’d wanted to be an actor instead of a cartoonist, and if his mother had never gotten cancer, he would still have wound up as a cop with a problematic ten card.

After studying the place, certain that no one was watching from a window, Billy crossed the lawn, passed the front porch, and had a look at the south flank of the house. There, too, every window glowed softly.

He circled to the rear, staying at a distance, and saw that the back door stood open. A wedge of light lay like a carpet on the dark porch floor, welcoming visitors across the kitchen threshold.

An invitation this bold seemed to suggest a trap.

Billy expected to find Lanny Olsen dead inside. If you don’t go to the police and get them involved, I will kill an unmarried man who won’t much be missed by the world.

Lanny’s funeral would not be attended by thousands of mourners, perhaps not even by as many as a hundred, though some would miss him. Not the world, but some.

When Billy had made his choice to spare the mother of two, he had not realized that he had doomed Lanny.

If he had known, perhaps he would have made a different choice. Choosing the death of a friend would be harder than dropping the dime on a nameless stranger. Even if the stranger was a mother of two.

He didn’t want to think about that.

Toward the end of the backyard stood the stump of a diseased oak that had been cut down long ago. Four feet across, two feet high.

On the east side of the stump was a hole worn by weather and rot. In the hole had been tucked a One Zip plastic bag. The bag contained a spare house key.

After retrieving the key, Billy circled cautiously to the front of the house. He returned to the concealment of the plum tree.

No one had turned off any lights. No face could be seen at any window; and none of the curtains moved suspiciously.

A part of him wanted to phone 911, get help here fast, and spill the story. He suspected that would be a reckless move.

He didn’t understand the rules of this bizarre game and could not know how the killer denned winning. Perhaps the freak would find it amusing to frame an innocent bartender for both murders.

Billy had survived being a suspect once. The experience reshaped him. Profoundly.

He would resist being reshaped again. He had lost too much of himself the first time.

He left the cover of the plum tree. He quietly climbed the front-porch steps and went directly to the door.

The key worked. The hardware didn’t rattle, the hinges didn’t squeak, and the door opened silently.




Chapter 11


This Victorian house had a Victorian foyer with a dark wood floor. A wood-paneled hall led toward the back of the house, and a staircase offered the upstairs.

On one wall had been taped an eight-by-ten sheet of paper on which had been drawn a hand. It looked like Mickey Mouse’s hand: a plump thumb, three fingers, and a wrist roll suggestive of a glove.

Two fingers were folded back against the palm. The thumb and forefinger formed a cocked gun that pointed to the stairs.

Billy got the message, all right, but he chose to ignore it for the time being.

He left the front door open in case he needed to make a quick exit.

Holding the revolver with the muzzle pointed at the ceiling, he stepped through an archway to the left of the foyer. The living room looked as it had when Mrs. Olsen had been alive, ten years ago. Lanny didn’t use it much.

The same was true of the dining room. Lanny ate most of his meals in the kitchen or in the den while watching TV.

In the hallway, taped to the wall, another cartoon hand pointed toward the foyer and the stairs, opposite from the direction in which he was proceeding.

Although the TV was dark in the den, flames fluttered in the gas-log fireplace, and in a bed of faux ashes, false embers glowed as if real.

On the kitchen table stood a bottle of Bacardi, a double-liter plastic jug of Coca-Cola, and an ice bucket. On a plate beside the Coke gleamed a small knife with a serrated blade and a lime from which a few slices had been carved.

Beside the plate stood a tall, sweating glass half full of a dark concoction. In the glass floated a slice of lime and a few thin slivers of melting ice.

After stealing the killer’s first note from Billy’s kitchen and destroying it with the second to save his job and his hope of a pension, Lanny had tried to drown his guilt with a series of rum and Cokes.

If the jug of Coca-Cola and the bottle of Bacardi had been full when he sat down to the task, he had made considerable progress toward a state of drunkenness sufficient to shroud memory and numb the conscience until morning.

The pantry door was closed. Although Billy doubted that the freak lurked in there among the canned goods, he wouldn’t feel comfortable turning his back on it until he investigated.

With his right arm tucked close to his side and the revolver aimed in front of him, he turned the knob fast and pulled the door with his left hand. No one waited in the pantry.

From a kitchen drawer, Billy removed a clean dishtowel. After wiping the metal drawer-pull and the knob on the pantry door, he tucked one end of the cloth under his belt and let it hang from his side in the manner of a bar rag.

On a counter near the cooktop lay Lanny’s wallet, car keys, pocket change, and cell phone. Here, too, was his 9-mm service pistol with the Wilson Combat holster in which he carried it.

Billy picked up the cell phone, switched it on, and summoned voice mail. The only message in storage was the one that he himself had left for Lanny earlier in the evening. This is Billy. I’m at home. What the hell? What’ve you done? Call me now.

After listening to his own voice, he deleted the message.

Maybe that was a mistake, but he didn’t see any way that it could prove his innocence. On the contrary, it would establish that he had expected to see Lanny during the evening just past and that he had been angry with him.

Which would make him a suspect.

He had brooded about the voice mail during the drive to the church parking lot and during the walk through the meadow. Deleting it seemed the wisest course if he found what he expected to find on the second floor.

He switched off the cell phone and used the dishtowel to wipe it clean of prints. He returned it to the counter where he had found it.

If someone had been watching right then, he would have figured Billy for a calm, cool piece of work. In truth, he was half sick with dread and anxiety.

An observer might also have thought that Billy, judging by his meticulous attention to detail, had covered up crimes before. That wasn’t the case, but brutal experience had sharpened his imagination and had taught him the dangers of circumstantial evidence.

An hour previously, at 1:44, the killer had rung Billy from this house. The phone company would have a record of that brief call.

Perhaps the police would think it proved Billy couldn’t have been here at the time of the murder.

More likely, they would suspect that Billy himself had placed the call to an accomplice at his house for the misguided purpose of trying to establish his presence elsewhere at the time of the murder.

Cops always suspected the worst of everyone. Their experience had taught them to do so.

At the moment, he couldn’t think of anything to be done about the phone-company records. He put it out of his mind.

More urgent matters required his attention. Like finding the corpse, if one existed.

He didn’t think he should waste time searching for the killer’s two notes. If they were still intact, he would most likely have found them on the table at which Lanny had been drinking or on the counter with his wallet, pocket change, and cell phone.

The flames in the den fireplace, on this warm summer night, led to a logical conclusion about the notes.

Taped to the side of a kitchen cabinet was a cartoon hand that pointed to the swinging door and the downstairs hallway.

At last Billy was willing to take direction, but a shrinking, anxious fear immobilized him.

Possession of a firearm and the will to use it did not give him sufficient courage to proceed at once. He did not expect to encounter the freak. In some ways the killer would have been less intimidating than what he did expect to find.

The bottle of rum tempted him. He had felt no effect from the three bottles of Guinness. His heart had been thundering for most of an hour, his metabolism racing.

For a man who was not much of a drinker, he’d recently had to remind himself of that fact often enough to suggest that a potential rummy lived inside him, yearning to be free.

The courage to proceed came from a fear of failing to proceed and from an acute awareness of the consequences of surrendering this hand of cards to the freak.

He left the kitchen and followed the hall to the foyer. At least the stairs were not dark; there was light here below, at the landing, and at the top.

Ascending, he did not bother calling Lanny’s name. He knew that he would receive no answer, and he doubted that he could have found his voice anyway.




Chapter 12


Opening off the upper hallway were three bedrooms, a bathroom, and a closet. Four of those five doors were closed.

On both sides of the entrance to the master bedroom were cartoon hands pointing to that open door.

Reluctant to be herded, thinking of animals driven up a ramp at a slaughterhouse, Billy left the master bedroom for last. He first checked the hall bath. Then the closet and the two other bedrooms, in one of which Lanny kept a drawing table.

Using the dishtowel, he wiped all the doorknobs after he touched them.

With only the one space remaining to be searched, he stood in the hall, listening. No pin dropped.

Something had stuck in his throat, and he couldn’t swallow it. He couldn’t swallow it because it was no more real than the sliver of ice sliding down the small of his back.

He entered the master bedroom, where two lamps glowed.

The rose-patterned wallpaper chosen by Lanny’s mother had not been removed after she died and not even, a few years later, after Lanny moved out of his old room into this one. Age had darkened the background to a pleasing shade reminiscent of a light tea stain. The bedspread had been one of Pearl Olsen’s favorites: rose in color overall, with embroidered flowers along the borders. Often during Mrs. Olsen’s illness, following chemotherapy sessions, and after her debilitating radiation treatments, Billy had sat with her in this room. Sometimes he just talked to her or watched her sleep. Often he read to her. She had liked swashbuckling adventure stories. Stories set during the Raj in India. Stories with geishas and samurai and Chinese warlords and Caribbean pirates. Pearl was gone, and now so was Lanny. Dressed in his uniform, he sat in an armchair, legs propped on a footstool, but he was gone just the same. He had been shot in the forehead. Billy didn’t want to see this. He dreaded having this image in his memory. He wanted to leave. Running, however, was not an option. It never had been, neither twenty years ago nor now, nor any time between. If he ran, he would be chased down and destroyed. The hunt was on, and for reasons he didn’t understand, he was the ultimate game. Speed of flight would not save him. Speed never saved the fox. To escape the hounds and the hunters, the fox needed cunning and a taste for risk. Billy didn’t feel like a fox. He felt like a rabbit, but he would not run like one. The lack of blood on Lanny’s face, the lack of leakage from the wound suggested two things: that death had been instantaneous and that the back of his skull had been blown out.

No bloodstains or brain matter soiled the wallpaper behind the chair. Lanny had not been drilled as he sat there, had not been shot anywhere in this room.

As Billy had not found blood elsewhere in the house, he assumed that the killing occurred outside.

Perhaps Lanny had gotten up from the kitchen table, from his rum and Coke, half drunk or drunk, needing fresh air, and had stepped outside. Maybe he realized that his aim wouldn’t be neat enough for the bathroom and therefore went into the backyard to relieve himself.

The freak must have used a plastic tarp or something to move the corpse through the house without making a mess.

Even if the killer was strong, getting the dead man from the backyard to the master bedroom, considering the stairs, would have been a hard job. Hard and seemingly unnecessary.

To have done it, however, he must have had a reason that was important to him.

Lanny’s eyes were open. Both bulged slightly in their sockets. The left one was askew, as if he’d had a cast eye in life.

Pressure. For the instant during which the bullet had transited the brain, pressure inside the skull soared before being relieved.

A book-club novel lay in Lanny’s lap, a smaller and more cheaply produced volume than the handsome edition of the same title that had been available in bookstores. At least two hundred similar books were shelved at one end of the bedroom.

Billy could see the title, the author’s name, and the jacket illustration. The story was about a search for treasure and true love in the South Pacific.

A long time ago, he had read this novel to Pearl Olsen. She had liked it, but then she had liked them all.

Lanny’s slack right hand rested on the book. He appeared to have marked his place with a photograph, a small portion of which protruded from the pages.

The psychopath had arranged all of this. The tableau satisfied him and had emotional meaning to him, or it was a message—a riddle, a taunt.

Before disturbing the scene, Billy studied it. Nothing about it seemed compelling or clever, nothing that might have excited the murderer enough to motivate him to put forth such effort in its creation.

Billy mourned Lanny; but with a greater passion, he hated that Lanny had been afforded no dignity even in death. The freak dragged him around and staged him as if he were a mannequin, a doll, as if he had existed only for the creep’s amusement and manipulation.

Lanny had betrayed Billy; but that didn’t matter anymore. On the edge of the Dark, on the brink of the Void, few offenses were worth remembering. The only things worth recalling were the moments of friendship and laughter.

If they had been at odds on Lanny’s last day, they were on the same team now, with the same and singular adversary.

Billy thought he heard a noise in the hall.

Without hesitation, holding the revolver in both hands, he left the master bedroom, clearing the doorway fast, sweeping the .38 left to right, seeking a target. No one.

The bathroom, closet, and other bedroom doors were closed, as he had left them.

He didn’t feel a pressing need to search those rooms again. He might have heard nothing but an ordinary settling noise as the old house protested the weight of time, but it almost certainly had not been the sound of a door opening or closing.

He blotted the damp palm of his left hand on his shirt, switched the gun to it, blotted his right hand, returned the gun to it, and went to the head of the stairs.

From the lower floor, from the porch beyond the open front door, came nothing but a summer-night silence, a dead-of-night hush.




Chapter 13


As he stood at the head of the stairs, listening, pain had begun to throb in Billy’s temples. He realized that his teeth were clenched tighter than the jaws of a vise. He tried to relax and breathe through his mouth. He rolled his head from side to side, working the stiffening muscles of his neck. Stress could be beneficial if you used it to stay focused and alert. Fear could paralyze, but also sharpen the survival instinct. He returned to the master bedroom. Approaching the door, he suddenly thought body and book would be gone. But Lanny still sat in the armchair. From a tissue box on one of the nightstands, Billy plucked two Kleenex. Using them as an impromptu glove, he moved the dead man’s hand off the book. Leaving the book on the cadaver’s lap, he opened it to the place that had been marked by the photograph. He expected sentences or paragraphs to have been highlighted in some fashion: a further message. But the text was pristine. Still using the Kleenex, he picked up the photo, a snapshot.

She was young and blond and pretty. Nothing in the picture gave a clue to her profession, but Billy knew that she had been a teacher.

Her killer must have found this snapshot in her house, down in Napa. Before or after finding it, he brutally beat the beauty out of her.

No doubt the freak had left the photograph in the book to confirm for the authorities that the two murders had been the work of the same man. He was bragging. He wanted the credit that he had earned. The only wisdom we can hope to acquire is the wisdom of humility…

The freak hadn’t learned that lesson. Perhaps his failure to learn it would lead to his fall.

If it was possible to feel genuinely heartbroken over the fate of a stranger, the photo of this young woman would have done the job had Billy stared at it too long. He returned it to the book and closed it in the yellowing pages.

After putting the dead man’s hand atop the book, as it had been, he wadded the two Kleenex in his fist. He went into the bathroom that was part of the master suite, pushed the plunger with the Kleenex, and then dropped them into the whirling water in the toilet bowl.

In the bedroom, he stood beside the armchair, not sure what he should do.

Lanny did not deserve to be left here alone without benefit of prayer or justice. If not a close friend, he had nevertheless been a friend. Besides, he was Pearl Olsen’s son, and that ought to count for a lot.

Yet to phone the sheriff’s department, even anonymously, and report the crime might be a mistake. They would want an explanation for the call that had been placed from this house to Billy’s place soon after the murder; and he still had not decided what to tell them.

Other issues, things he didn’t know about, might point the finger of suspicion at him. Circumstantial evidence.

Perhaps the ultimate intention of the killer was to frame Billy for these murders and for others.

Undeniably, the freak saw this as a game. The rules, if any, were known only to him.

Likewise, the definition of victory was known only to him. Ginning the pot, capturing the king, scoring the final touchdown might mean, in this case, sending Billy to prison for life not for any rational reason, not so the freak himself could escape justice, but for the sheer fun of it.

Considering that he could not even discern the shape of the playing field, Billy didn’t relish being interrogated by Sheriff John palmer.

He needed time to think. A few hours at least. Until dawn. “I’m sorry,” he told Lanny.

He switched off one of the bedside lamps and then the other. If the house glowed like a centenarian’s birthday cake through the night, someone might notice. And wonder. Everyone knew Lanny Olsen was an early-to-bed guy.

The house stood at the highest and loneliest point of the deadend lane. Virtually no one drove up here unless they were coming to see Lanny, and no one was likely to visit during the next eight or ten hours.

Midnight had turned Tuesday to Wednesday. Wednesday and Thursday were Lanny’s days off. No one would miss him at work until Friday.

Nevertheless, one by one, Billy returned to the other upstairs rooms and switched off those lights as well.

He doused the hall lights and went down the stairs, uneasy about all the darkness at his back.

In the kitchen, he closed the door to the porch and locked it.

He intended to take Lanny’s spare key with him.

As he went forward once more through the first floor, he turned off all the lights, including the ceramic gas-fueled logs in the den fireplace, using the barrel of the handgun to flip the switches.

Standing on the front porch, he locked that door as well, and wiped the knob.

He felt watched as he descended the steps. He surveyed the lawn, the trees, glanced back at the house.

All the windows were black, and the night was black, and Billy walked away from that closed darkness into an open darkness under an India-ink sky in which stars seemed to float, seemed to tremble.




Chapter 14


He walked briskly downhill along the shoulder of the lane, ready to take cover in the roadside brush if headlights appeared.

Frequently, he glanced back. As far as he could tell, no one followed him.

Moonless, the night favored a stalker. It should have favored Billy, too, but he felt exposed by the stars.

At the house with the chest-high fence, the half-seen dog once more raced back and forth along the pickets, beseeching Billy with a whimper. It sounded desperate.

He sympathized with the animal and understood its condition. His plight, however, and his need to plan left him no time to stop and console the beast.

Besides, every expression of desired friendship has potential bite. Every smile reveals the teeth.

So he continued down the lane, and glanced behind, and held tight to the revolver, and then turned left into the meadow where he waded through the grass in a fear of snakes.

One question pressed upon him more urgently than others: Was the killer someone he knew or a stranger?

If the freak had been in Billy’s life well prior to the first note, a secret sociopath who could no longer keep his homicidal urges bottled up, identifying him might be difficult but possible. Analysis of relationships and a search of memory with an eye for anomaly might unearth clues. Deductive reasoning and imagination would likely paint a face, spell out a twisted motive.

In the event that the freak was a stranger who selected Billy at random for torment and eventual destruction, detective work would be more difficult. Imagining a face never seen and sounding for a motive in a vacuum would not prove easy.

Not long ago in the history of the world, routine daily violence—excluding the ravages of nations at war—had been largely personal in nature. Grudges, slights to honor, adultery, disputes over money triggered the murderous impulse.

In the modern world, more in the postmodern, most of all in the post-postmodern, much violence had become impersonal. Terrorists, street gangs, lone sociopaths, sociopaths in groups and pledged to a Utopian vision killed people they did not know, against whom they had no realistic complaint, for the purpose of attracting attention, making a statement, intimidation, or even just for the thrill of it.

The freak, whether known or unknown to Billy, was a daunting adversary. Judging by all evidence, he was bold but not reckless, psychopathic but self-controlled, clever, ingenious, cunning, with a baroque and Machiavellian mind.

By contrast, Billy Wiles made his way in the world as plainly and directly as he could. His mind was not baroque. His desires were not complex. He only hoped to live, and lived on guarded hope.

Hurrying through tall pale grass that lashed against his legs and seemed to pass conspiratorial whispers blade to blade, he felt that he had more in common with a field mouse than with a sharp-beaked owl.

The great spreading oak tree loomed. As Billy passed under it, unseen presences stirred in the boughs overhead, testing pinions, but no wings took flight.

Beyond the Ford Explorer, the church looked like an ice carving made of water with a trace of phosphorus.

Approaching, he unlocked the SUV with the remote key, and was acknowledged by two electronic chirps and a double flash of the parking lights.

He got in, closed the door, and locked up again. He dropped the revolver on the passenger’s seat.

When he attempted to insert the key in the ignition, something foiled him. A folded piece of paper had been fixed to the steering column with a short length of tape.

A note.

The third note.

The killer must have been stationed along the highway, observing the turnoff to Lanny Olsen’s place, to see if Billy would take the bait. He must have noticed the Explorer pull into this parking lot.

The vehicle had been locked. The freak could have gotten into it only by breaking a window; but none was broken. The car alarm had not been triggered.

Thus far, every moment of this waking nightmare had felt keenly real, as veritable as fire to a testing hand. But the discovery of this third note seemed to thrust Billy through a membrane from the true world into one of fantasy.

With a dreamlike dread, Billy peeled the note off the steering column. He unfolded it.

The interior lights, activated automatically when he boarded the SUV, were still on, for he had so recently shut and locked the door. The message—a question—was clearly visible and succinct. A re you prepared for your first wound?




Chapter 15


Are you prepared for your first wound?

As though an Einsteinian switch had thrown time into slomo, the note slipped out of his fingers and seemed to float, float like a feather into his lap. The light went out.

In a trance of terror, reaching with his right hand for the revolver on the passenger’s seat, Billy turned slowly to the right as well, intending to look over his shoulder and into the dark backseat.

There would seem to be too little room back there for a man to have hidden; however, Billy had gotten into the Explorer hastily, heedlessly.

He groped for the elusive gun, his fingertips brushed the checked grip of the weapon—and the window in the driver’s door imploded.

As safety glass collapsed in a prickly mass across his chest and thighs, the revolver slipped out of his grasping fingers and tumbled onto the floor.

Even as the glass was falling, before Billy could turn to face the assault, the freak reached into the SUV and seized a handful of his hair, at the crown of his head, twisted it and palled hard.

Trapped by the steering wheel and the console, pulled ruthlessly by the hair, unable to scramble into the passenger’s seat and search for the gun, he clawed at the hand that held him, but ineffectively because a leather glove protected it.

The freak was strong, vicious, relentless.

Billy’s hair should already have come out by the roots. The pain was excruciating. His vision blurred.

The killer wanted to pull him headfirst and backward through the broken-out window.

The back of Billy’s skull rapped hard against the window sill. Another solid rap snapped his teeth together and knocked a hoarse cry from him.

He clutched at the steering wheel with his left hand, at the headrest on the driver’s seat with his right, resisting. The hair would come out in a great handful. The hair would come out, and he would be free.

But the hair didn’t, and he wasn’t, and he thought of the horn. If he blew the horn, pounded the horn, help would come, and the freak would run.

At once he realized that only the priest in the rectory would hear, and if the priest came, the killer wouldn’t flee. No, he would shoot the priest in the face just as he had shot Lanny.

Maybe ten seconds had elapsed since the window had shattered, and the back of Billy’s head was being drawn inexorably across the window sill.

The pain had quickly grown so intense that the roots of his hair seemed to extend through the flesh of his face—for his face hurt as well, stung as if flame had seared it—and seemed to extend also into his shoulders and arms, for as the tenacious roots came free, so did the strength in those muscles.

The nape of his neck chilled on contact with the window sill. Crumbles of gummy safety glass jagged his skin.

His head was being bent backward now. How quickly his exposed throat could be slit, how easily his spine might be snapped.

He let go of the steering wheel. He reached behind his back, fumbling for the door handle.

If he could open the door and thrust with sufficient force, he might unbalance his assailant, knock him down, and either break his grip or lose the hair at last.

To reach the handle—slippery in his sweaty fingers—he had to twist his arm behind himself so torturously and bend his hand at such a severe angle that he didn’t have the range of movement to work the lever action.

As if sensing Billy’s intent, the freak leaned all his weight against the door.

Billy’s head was largely out of the car now, and a face suddenly appeared above him, upside-down to his face. A countenance without features. A hooded phantom.

He blinked to clear his vision.

Not a hood. A dark ski mask.

Even in this poor light, Billy could see the fevered gaze that glistered from the eyeholes.

Something sprayed the lower half of his face, from the nose down. Wet, cold, pungent yet sweet, a medicinal reek.

He gasped in shock, then tried to hold his breath, but the single gasp had undone him. Astringent fumes burned in his nostrils. His mouth flooded with saliva.

The masked face seemed to lower toward his, like a dark moon coming down, the cratered eyes.




Chapter 16


The sedative wore off. Like a winch line turning on a drum, pain gradually hoisted Billy from unconsciousness.

His mouth tasted as if he’d drunk waffle syrup and chased it with bleach. Sweet and bitter. Life itself.

For a while he didn’t know where he was. Initially he did not care. Raised from a sea of torpor, he felt saturated with unnatural sleep and yearned to return to it.

Eventually the unrelenting pain forced him to care, to keep his eyes open, to analyze sensation and to orient himself. He was lying on his back on a hard surface—the church parking lot.

He could smell the faint scents of tar, oil, gasoline. The vague nutty, musty fragrance of the oak tree spreading overhead in the darkness. His own sour perspiration.

Licking his lips, he tasted blood.

When he wiped his face, Billy found it slick with a viscous substance that was most likely a mixture of sweat and blood. In the dark, he could not see what had been transferred to his hand.

The pain was mostly in his scalp. He first assumed that it was a lingering effect of having had his hair nearly pulled out.

A slow pulsing ache, punctuated by a series of sharper pangs, radiated across his head, not from the crown, however, where his hair had been severely tested, but from his brow.

When he raised one hand and hesitantly explored the source, he found something stiff and wiry bristling from his forehead, an inch below the hairline. Although his touch was gentle, it triggered a spasm of sharper pain that made him cry out. Are you prepared for your first wound?

He left the exploration of the injury for later, until he could see the damage.

The wound would not be mortal. The freak had not intended to kill him, only to hurt him, perhaps to scar him.

Billy’s grudging respect for his adversary had grown to the point that he did not expect the man to make mistakes, at least not major ones.

Billy sat up. Pain swelled across his brow, and again when he got to his feet.

He stood swaying, surveying the parking lot. His assailant was gone.

High in the night, a cluster of moving stars, the running lights of a jet, growled westward. On this route, it was probably a military transport headed for a war zone. Another war zone different from the one down here.

He opened the driver’s door of the Explorer.

Crumbled safety glass littered the seat. He plucked a Kleenex box from the console and used it to scrape the prickly debris off the upholstery.

He searched for the note that had been taped over the ignition. Evidently the killer had taken it.

He found the dropped key under the brake pedal. From the floor in front of the passenger’s seat, he retrieved the revolver.

He had been allowed to keep the gun for the game ahead. The freak didn’t fear it.

The substance with which Billy had been sprayed—chloroform or some other anesthetic—had a lingering effect. When he bent over, he grew dizzy.

Behind the wheel, with the door closed, with the engine running, he worried that he might not be fit to drive.

He turned on the air conditioner, angled two vents at his face.

As he assessed his transient dizziness, the interior lights went off automatically. Billy turned them on once more.

He tilted the rearview mirror to inspect his face. He looked like a painted devil: dark red, but the teeth bright; dark red, and the whites of the eyes unnaturally white.

When he adjusted the mirror again, he saw at once the source of his pain.

Seeing did not immediately mean believing. He preferred to think that the residual dizziness from the anesthetic might be accompanied by hallucination.

He closed his eyes and took a few deep breaths. He strove to clear the image in the mirror from his mind, and hoped that when he looked again he would not see the same.

Nothing had changed. Across his forehead, an inch below the hairline, three large fishhooks pierced his flesh.

The point and the barb of each hook protruded from the skin. The shank also protruded. The bend of each hook lay under the thin meat of his brow.

He shuddered and looked away from the mirror.

There are days of doubt, more often lonely nights, when even the devout wonder if they are heirs to a greater kingdom than this earth and if they will know mercy—or if instead they are only animals like any other, with no inheritance except the wind and the dark.

This was such a night for Billy. He had known others like it. Always the doubt had receded. He told himself that it would recede again, though this time it was colder and seemed certain to leave a higher water mark.

The freak had at first seemed to be a player to whom murder was a sport. The fishhooks in the forehead, however, had not been intended as merely a game move; and this was no game.

To the freak, these killings were something more than murder, but the something more was not a form of chess or the equivalent of poker. Homicide had symbolic meaning for him, and he pursued it with a purpose more serious than amusement. He had some mysterious goal beyond the killing itself, an aim for which he sought completion. Game was the wrong word, Billy needed to find the right one. Until he knew the correct word, he would never understand the killer, and would not find him.

With Kleenex, he gently swabbed the clotted blood from his eyebrows, wiped most of it off his lids and lashes.

The sight of the fishhooks had clarified his mind. He wasn’t dizzy anymore.

His wounds needed attention. He switched on the headlights and drove out of the church parking lot.

Whatever ultimate goal the freak might have, whatever symbolism he intended with the fishhooks, he must also have hoped to send Billy to a doctor. The physician would require an explanation of the hooks, and any response Billy made would complicate his predicament.

If he told the truth, he would tie himself to the murders of Giselle Winslow and Lanny Olsen. He would be the primary suspect.

Without the three notes, he could offer no evidence that the freak existed.

The authorities would not regard the hooks as credible evidence, for they would wonder if this was a case of self-mutilation. A self-inflicted wound was a ploy that murderers sometimes used to cast themselves as victims and thereby to deflect suspicion.

He knew the cynicism with which some cops would look upon his dramatic, bizarre, but superficial wounds. He knew it precisely.

Furthermore, Billy was a fresh-water angler. He fished for trout and bass. These substantial hooks were the size needed to land large bass if you were using live bait instead of lures. In his tackle box at home were hooks identical to those that now drew his blood.

He dared not go to a doctor. He’d have to be his own physician.

At 3:30 in the morning, he had the rural roadways to himself. The night was still, but the SUV made its own wind, which blustered at the broken-out window. In the halogen headlights, flat vineyards, hillside vineyards, and wooded heights remained familiar to his eye but, mile by mile, became as alien to his heart as any foreign barrens.






PART 2


ARE YOU PREPARED FOR YOUR SECOND WOUND?




Chapter 17


In February, after the extraction of a molar with roots fused to his jawbone, Billy had been given a prescription for a painkiller, Vicodin, by his periodontist. He had used only two of ten tablets.

The pharmacy label specified that the medication should be taken with food. He had not eaten dinner, and he still had no appetite.

He needed the medication to be effective. From the refrigerator, he got a baking dish of leftover homemade lasagna.

Although the punctures in his brow were plugged with clots and the bleeding had stopped, the pain continued unrelenting and made coherent thought increasingly difficult. He chose not to delay the few minutes necessary to zap the dish in the microwave. He put it cold on the kitchen table.

A pink sticker on the pill bottle counseled against consuming alcoholic beverages while taking the painkiller. Screw that. He had no intention of driving a car or operating heavy machinery in the next several hours.

He popped the tablet and forked lasagna into his mouth, washing everything down with Elephant beer, a Danish brew boasting a higher alcohol content than other beers.

As he ate, he thought about the dead schoolteacher, about Lanny sitting in the bedroom armchair, about what the killer might do next.

Those lines of thought were not conducive to appetite or to digestion. The teacher and Lanny were beyond rescue, and there was no way to foretell the freak’s next move.

Instead, he thought about Barbara Mandel, mostly about Barbara as she had been, not as she was now in Whispering Pines. Inevitably, these reminiscences led forward to the moment, and he began to worry about what would happen to her if he died.

He remembered the small square envelope from her physician. He fished it out of his pocket and tore it open.

The name Dr. Jordan Ferrier was blind embossed on the face of the cream-colored note card. He had precise handwriting: Dear Billy, When you start timing your visits to Barbara in order to avoid me during my regular rounds, I know the time has come for our semiannual review of her condition. Please call my office to schedule an appointment.

Sweat beaded the bottle of Elephant beer. He used Dr. Ferrier’s note card as a coaster to protect the table.

“Why don’t you call my office for an appointment,” Billy said.

The baking dish was half full of lasagna. Although he had no appetite, he ate everything, shoving food into his mouth and chewing vigorously, ate as if eating could satiate anger as easily as it could hunger.

Eventually the pain in his forehead substantially subsided.

He went to his fishing gear in the garage. From his angler’s kit, he retrieved needle-nose pliers with a wire-cutting edge.

In the house again, after locking the back door, he went to the bathroom, where he examined his face in the mirror. The mask of blood had dried. He looked like an aboriginal resident of Hell.

The freak had inserted the three hooks with care. Apparently, he had tried to do as little damage as possible.

To suspicious police, that tenderness would have supported the theory that these wounds were self-inflicted.

One end of the hook featured the bend and the barb. At the other end was an eye to which a snap and leader could be attached. Pulling either the barb or the eye through the puncture would further rip the flesh.

He used the pliers to snip off the eye from one hook. Between thumb and forefinger, he pinched the barbed end and extracted the cut shank.

When he had removed all three hooks, he took a shower as hot as he could tolerate.

After the shower, he sterilized the punctures as best he could with rubbing alcohol and then hydrogen peroxide. He applied Neosporin and covered the wounds with gauze pads fixed with adhesive tape.

At 4:27 A.M., according to the nightstand clock, Billy went to bed. A double bed, two sets of pillows. His head on one soft pillow, the hard revolver under the other. May the judgment not be too heavy upon us…

As his eyelids fell shut of their own weight, he saw Barbara in his mind’s eye, her pale lips forming inscrutable statements.

I want to know what it says, the sea. What it is that it keeps on saying.

He was asleep before the clock counted the half hour.

In his dream, he lay in a coma, unable to move or to speak, but nonetheless aware of the world around him. Doctors in white lab coats and black ski masks loomed, working on his flesh with steel scalpels, carving clusters of bloody acanthus leaves.

Resurgent pain, dull but persistent, woke him at 8:40 Wednesday morning.

At first, he could not remember which of his recent nightmarish experiences had been dreamed, which real. Then he could.

He wanted another Vicodin. Instead, in the bathroom, he shook two aspirin from a bottle.

Intending to take the aspirins with orange juice, he went into the kitchen. He had neglected to put the baking pan, crusted with the residue of lasagna, in the dishwasher. The empty bottle of Elephant beer stood on Dr. Ferrier’s stationery.

Morning light flooded the room. The blinds had been raised. The windows had been covered when he’d gone to bed.

Taped to the refrigerator was a folded sheet of paper, the fourth message from the killer.




Chapter 18


He knew beyond doubt that he had engaged the deadbolt in the back door when he had returned from the garage with the needle-nose pliers. Now it was unlocked. Stepping onto the porch, he surveyed the western woods. A few elms in the foreground, pines beyond. The morning sun bent all tree shadows in upon the grove and probed those dusky reaches without much illuminating them. As his gaze traveled the Greenwood, seeking the telltale flare of sunlight off the lenses of binoculars, he saw movement. Mysterious forms whidded among the trees, as fluid as the shadows of birds in flight, flickering palely when sunlight dappled them. A sense of the uncanny overcame Billy. Then the forms broke from the trees, and they were only deer: a buck, two does, a fawn. He thought that something must have spooked them in the woods, but they gamboled only a few yards onto the lawn before coming to a halt. As serene as deer in Eden, they grazed upon the tender grass. Returning to the house, leaving the deer to their breakfast, Billy locked the back door even though he gained no safety from the deadbolt. If the killer didn’t possess a key, then he owned lock picks and was experienced in their use.

Leaving the note undisturbed, Billy opened the fridge. He took out a quart of orange juice.

As he drank juice from the carton, washing down the aspirins, he stared at the note taped to the refrigerator. He did not touch it.

He put two English muffins in the toaster. When they were crisp, he spread peanut butter on them and ate at the kitchen table.

If he never read the note, if he burned it in the sink and washed the ashes down the drain, he would be removing himself from the game.

The first problem with that idea was the same that had pricked his conscience before: Inaction counted as a choice.

The second problem was that he himself had become a victim of assault. And he had been promised more. Are you prepared for your first wound?

The freak had not underlined or italicized first, but Billy understood where the emphasis belonged. Although he had his faults, self-delusion wasn’t one of them.

If he didn’t read the note, if he tried to opt out, he would be even less able to imagine what might be coming than he was now. When the ax fell on him, he would not even hear the blade cutting the air above his head.

Besides, this was in no way a game to the killer, which Billy had realized the previous night. Denied a playmate, the freak would not simply pick up his ball and go home. He would see this through to whatever end he had in mind.

Billy would have liked to carve acanthus leaves.

He wanted to work a crossword puzzle. He was good at them.

Laundry, yard work, cleaning out the rain gutters, painting the mailbox: He could lose himself in the mundane chores of daily life, and take solace in them.

He wanted to work at the tavern and let the hours pass in a blur of repetitive tasks and inane conversations.

All the mystery he needed—and all the drama—was to be found in his visits to Whispering Pines, in the puzzling words that Barbara sometimes spoke and in his persistent belief that there was hope for her. He needed nothing more. He had nothing more.

He had nothing more until this, which he didn’t need and didn’t want—but could not escape.

Finished with the muffins, he took the plate and knife to the sink. He washed them, dried them, and put them away.

In the bathroom, he peeled the bandage off his forehead. Each hook had torn him twice. The six punctures looked red and raw.

Gently he washed the wounds, then reapplied alcohol, hydrogen peroxide, and Neosporin. He fashioned a fresh bandage.

His brow was cool to the touch. If the hook had been dirty, an infection might not be prevented by his precautions, especially if the points and barbs had scored the bone.

He was safe from tetanus. Four years previously, renovating the garage to accommodate a woodworking shop, he’d sustained a deep cut in his left hand, from a hinge that corrosion had made brittle and sharp. He’d gotten a booster shot of DPT vaccine. Tetanus didn’t worry him. He would not die of tetanus.

Neither would he die of infected hook wounds. This was a false worry to give his mind a rest from real and greater threats.

In the kitchen, he peeled the note off the refrigerator. He wadded it in his fist and took it to the waste can.

Instead of throwing the note away, he smoothed it on the table and read it. Stay home this morning. An associate of mine will come to see you at 11:00. Wait for him on the front porch. If you don’t stay home, I will kill a child. If you inform the police, I will kill a child. You seem so angry. Have I not extended to you the hand of friendship? Yes, I have. Associate. The word troubled Billy. He did not like that word at all.

In rare cases, homicidal sociopaths worked in pairs. The cops called them kill buddies. The Hillside Strangler in Los Angeles had proved to be a pair of cousins. The D.C. Sniper had been two men.

The Manson Family numbered more than two.

A simple bartender might rationally hope to get the best of one ruthless psychopath. Not two.

Billy did not consider going to the police. The freak had twice proved his sincerity; if disobeyed, he would kill a child.

In this instance, at least, a choice was open to him that did not entail selecting anyone for death.

Although the first four lines of the note were straightforward, the meaning of the last two lines could not be easily interpreted. Have I not extended to you the hand of friendship?

The mockery was evident. Billy also detected a taunting quality suggesting that information had been offered here that would prove helpful to him if only he could understand it.

Rereading the message six times—eight, even ten—did not bring clarity. Only frustration.

With this note, Billy had evidence again. Although it did not amount to much and would not itself impress the police, he intended to keep it safe.

In the living room, he surveyed the book collection. In recent years, it had been nothing to him except something to be dusted.

He selected In Our Time. He tucked the killer’s note between the copyright page and the dedication page, and he returned the volume to the shelf.

He thought of Lanny Olsen sitting dead in an armchair with an adventure novel in his lap.

In the bedroom, he fetched the .38 Smith and Wesson from under the pillow.

As he handled the revolver, he remembered how it felt when it discharged. The barrel wanted to rake up. The backstrap hardened against the meat of the palm, and the recoil traveled the bones of the hand and arm, seeming to churn the marrow as a school of fish churned water.

In a dresser drawer was an open box of ammunition. He put three spare cartridges in each of the front pockets of his chinos.

That seemed to be enough insurance. Whatever might be coming, it would not be a war. It would be violent and vicious, but brief.

He smoothed the night out of the bedclothes. Although he didn’t use a spread, he plumped the pillows and tucked in the sheets so they were as taut as a drum skin.

When he picked up the gun from the nightstand, he remembered not only the recoil but also what it felt like to kill a man.




Chapter 19


Jackie O’Hara answered his cell phone with a line he sometimes used when he worked behind the bar. “What can I do ya for?”

“Boss, it’s Billy.”

“Hey, Billy, you know what they were talking about in the tavern last night?”

“Sports?”

“The hell they were. We’re not a damn sports bar.”

Looking out a kitchen window toward the lawn from which the deer had vanished, Billy said, “Sorry.”

“The guys in sports bars—the drinking doesn’t mean anything to them.”

“It’s just a way to get high.”

“That’s right. They’d as soon smoke a little pot or even get a Starbucks buzz. We’re not a damn sports bar.”

Having heard this before, Billy tried to move the discussion along: “To our customers, the drinking is a kind of ceremony.”

“Beyond ceremony. It’s an observance, a solemnity, almost a kind of sacrament. Not to all of them, but to most. It’s communion.”

“All right. So were they talking about Big Foot?”

“I wish. The best, the really intense barroom talk used to be about Big Foot, flying saucers, the lost continent of Atlantis, what happened to the dinosaurs—”

“—what’s on the dark side of the moon,” Billy interjected, “the Loch Ness monster, the Shroud of Turin—”

“—ghosts, the Bermuda Triangle, all that classic stuff,” Jackie continued. “But it’s not like that so much anymore.”

“I know,” Billy acknowledged.

“They were talking about these professors at Harvard and Yale and Princeton, these scientists who say they’re going to use cloning and stem cells and genetic engineering to create a superior race.”

“Smarter and faster and better than we are,” Billy said.

“So much better than we are,” Jackie said, “they won’t be human at all. It’s in Time or maybe Newsweek, these scientists smiling and proud of themselves right in a magazine.”

“They call it the posthuman future,” Billy said.

“What happens to us when we’re post?” Jackie wondered. “Post is toast. A master race? Haven’t these guys heard of Hitler?”

“They think they’re different,” Billy said.

“Don’t they have mirrors? Some idiots are crossing human and animal genes to create new… new things. One of them wants to create a pig that’s got a human brain.”

“How about that.”

“The magazine doesn’t say why a pig, like it should be obvious why a pig instead of a cat or a cow or a chipmunk. For God’s sake, Billy, isn’t it hard enough being a human brain in a human body? What kind of hell would it be a human brain in a pig body?”

“Maybe we won’t live to see it,” Billy said. “Unless you’re planning to die tomorrow, you will. I liked Big Foot better. I liked the Bermuda Triangle and ghosts a lot better. Now all the crazy shit is real.”

“Why I called,” Billy said, “is to let you know I can’t make it to work today.”

With genuine concern, Jackie said, “Hey, what, are you sick?”

“I’m kind of queasy.”

“You don’t sound like you have a cold.”

“I don’t think it’s a cold. It’s like a stomach thing.”

“Sometimes a summer cold starts that way. Better take zinc. They’ve got this zinc gel you squeeze up your nose. It really works. It stops a cold dead.”

“I’ll get some.”

“Too late for vitamin C. You gotta be taking that all along.”

“I’ll get some zinc. Did I call too early, did you close up the tavern last night?”

“No. I went home at ten o’clock. All that talk about pigs with human brains, I just wanted to go home.”

“So Steve Zillis closed up?”

“Yeah. He’s a reliable boy. That stuff I told you, I wish now I hadn’t. If he wants to chop up mannequins and watermelons in his backyard, that’s his business, as long as he does his job.”


Tuesday night was often slow in the bar business. If the traffic grew light, Jackie preferred to lock the tavern before the usual 2:00 A.M. closing time. An open bar with few or no customers in the wee hours is a temptation to a stickup artist, putting employees at risk.

“Busy night?” Billy asked. “Steve said after eleven it was like the world ended. He had to open the front door and look outside to be sure the tavern hadn’t been teleported to the moon or somewhere. He turned off the lights before midnight. Thank God there aren’t two Tuesdays in a week.”

Billy said, “People like to spend some time with their families. That’s the curse of a family bar.”

“You’re a funny guy, aren’t you?”

“Not usually.”

“If you put that zinc gel up your nose and you don’t feel any better,” Jackie said, “call me back, and I’ll tell you somewhere else you can stuff it.”

“I think you’d have made a fine priest. I really do.”

“Get well, okay? The customers miss you when you’re off.”

“Do they?”

“Not really. But at least they don’t say they’re glad you’re gone.”

Under the circumstances, perhaps only Jackie O’Hara could have made Billy Wiles crack a smile.

He hung up. He looked at his watch. Ten-thirty-one.

The “associate” would be here in less than half an hour.

If Steve Zillis had left the tavern shortly before midnight, he would have had plenty of time to go to Lanny’s place, kill him, and move the body to the armchair in the master bedroom.

If Billy had been handicapping suspects, he would have given long odds on Steve. But once in a while, a long shot won the race.




Chapter 20


On the front porch were two teak rocking chairs with dark-green cushions, Billy seldom needed the second chair.

This morning, wearing a white T-shirt and chinos, he occupied the one farthest from the porch steps. He didn’t rock. He sat quite still.

Beside him stood a teak cocktail table. On the table, on a cork coaster, was a glass of cola.

He hadn’t drunk any of the cola. He had prepared it as a prop, to distract the eye from consideration of the box of Ritz crackers.

The box contained nothing but the snub-nosed revolver. The only crackers were a stack of three on the table, beside the box.

Bright and clear and hot, the day was too dry to please the grape growers, but it was all right with Billy.

From the porch, between deodar cedars, he could see a long way down the rural road that sloped up toward his house and far beyond.

Not much traffic passed. He recognized some of the vehicles, but he didn’t know to whom they belonged.

Rising off the sun-scorched blacktop, shimmering heat ghosts haunted the morning.

At 10:53, a figure appeared in the distance, on foot. Billy did not expect the associate to hike in for the meeting. He assumed this was not the man.

At first the figure might have been a mirage. The furnace heat distorted him, made him ripple as if he were a reflection on water. Once he seemed to evaporate, then reappeared.

In the hard light, he looked tall and thin, unnaturally thin, as if he had recently hung on a cross in a cornfield, glaring the birds away with his button eyes.

He turned off the county road and followed the driveway. He left the driveway for the grass and, at 10:58, arrived at the bottom of the porch steps.

“Mr. Wiles?” he asked.

“Yes.”

“I believe you’re expecting me.”

He had the raw, rough voice of one who had marinated his larynx in whiskey and slow-cooked it in years of cigarette smoke.

“What’s your name?” Billy asked.

“I’m Ralph Cottle, sir.”

Billy had thought the question would be ignored. If the man were hiding behind a false name, John Smith would have been good enough. Ralph Cottle sounded real.

Cottle was as thin as the distorting heat had made him appear to be from a distance, but not as tall. His scrawny neck looked as if it might snap with the weight of his head.

He wore white tennis shoes dark with age and filth. Shiny in spots and frayed at the cuffs, the cocoa-brown, summer-weight suit hung on him with no more grace than it would have hung from a coat rack. His polyester shirt was limp, stained, and missing a button.

These were thrift-shop clothes from the cheapest bin; and he had gotten long wear out of them.

“Mr. Wiles, may I come in the shade?”

Standing at the bottom of the steps, Cottle looked as if the weight of the sunlight might collapse him. He seemed too frail to be a threat, but you never could tell.

“There’s a chair for you,” Billy said.

“Thank you, sir. I appreciate the kindness.”

Billy tensed as Cottle ascended the stairs but relaxed a little when the man had settled into the other rocker.

Cottle didn’t rock, either, as if getting the chair moving was a more strenuous task than he cared to contemplate.

“Sir, do you mind if I smoke?” he asked.

“Yes. I do mind.”

“I understand. It’s a filthy habit.”

From an inner coat pocket, Cottle produced a pint of Seagram’s and unscrewed the cap. His bony hands trembled. He didn’t ask if it was all right to drink. He just took a swig.

Apparently, he had sufficient control of his nicotine jones to be polite about it. The hooch, on the other hand, told him when he needed it, and he could not disobey its liquid voice.

Billy suspected that other pints were tucked in other pockets, plus cigarettes and matches, and possibly a couple of hand-rolled joints. This explained why a suit in summer heat: It was not only clothing but also a portmanteau for his various vices.

The booze didn’t heighten the color of his face. His skin was already dark from much sun and red from an intricate web of burst capillaries.

“How far did you walk?” Billy asked.

“Only from the junction. I hitched a ride that far.” Billy must have looked skeptical, for Cottle added, “A lot of people know me around these parts. They know I’m harmless, unkempt but not dirty.”

Indeed, his blond hair looked clean, though uncombed. He had shaved, too, his leathery face tough enough to resist nicking even with the razor wielded by such an unsteady hand.

His age was difficult to determine. He might have been forty or sixty, but not thirty or seventy.

“He’s a very bad man, Mr. Wiles.”

“Who?”

“The one who sent me.”

“You’re his associate.”

“No more than I’m a monkey.”

“Associate—that’s what he called you.”

“Do I look like a monkey, either?”

“What’s his name?”

“I don’t know. I don’t want to know.”

“What’s he look like?”

“I haven’t seen his face. I hope I never do.”

“A ski mask?” Billy guessed.

“Yes, sir. And eyes looking out of it cold as snake eyes.” His voice quavered in sympathy with his hands, and he tipped the bottle to his mouth again.

“What color were his eyes?” Billy asked.

“They looked yellow as egg yolks to me, but that was just the lamplight in them.”

Remembering the encounter in the church parking lot, Billy said, “There was too little light for me to see color… just a hot shine.”

“I’m not such a bad man, Mr. Wiles. Not like him. What I am is weak.”

“Why’ve you come here?”

“Money, for one thing. He paid me one hundred forty dollars, all in ten-dollar bills.”

“One-forty? What—did you bargain him up from a hundred?”

“No, sir. That’s the precise sum he offered. He said it’s ten dollars for each year of your innocence, Mr. Wiles.”

In silence, Billy stared at him.

Ralph Cottle’s eyes might once have been a vibrant blue. Maybe all the alcohol had faded them, for they were the palest blue eyes that Billy had ever seen, the faint blue of the sky at high altitude where there is too little atmosphere to provide rich color and where the void beyond is barely concealed.

After a moment, Cottle broke eye contact, looked out at the yard, the trees, the road.

“Do you know what that means?” Billy asked. “My fourteen years of innocence?”

“No, sir. And it’s none of my business. He just wanted me to make a point of telling you that.”

“You said money was one thing. What was the other?”

“He’d kill me if I didn’t come see you.”

“That’s what he threatened to do?”

“He doesn’t make threats, Mr. Wiles.”

“Sounds like one.”

“He just says what is, and you know it’s true. I come see you or I’m dead. And not dead easy, either, but very hard.”

“Do you know what he’s done?” Billy asked.

“No, sir. And don’t you tell me.”

“There’s two of us now who know he’s real. We can corroborate each other’s story.”

“Don’t even talk that way.”

“Don’t you see, he’s made a mistake.”

“I wish I could be his mistake,” Cottle said, “but I’m not. You think too much of me, and shouldn’t.”

“But he’s got to be stopped,” Billy said.

“Not by me. I’m nobody’s hero. Don’t you tell me what he’s done. Don’t you dare.”

“Why shouldn’t I tell you?”

“That’s your world. It isn’t mine.”

“There’s just one world.”

“No, sir. There’s a billion of them. Mine’s different from yours, and that’s the way it’s gonna stay.”

“We’re sitting here on the same porch.”

“No, sir. It looks like one porch, but it’s two, all right. You know that’s true. I see it in you.”

“See what?”

“I see the way you’re a little like me.”

Chilled, Billy said, “You can’t see anything. You won’t even look at me.”

Ralph Cottle met Billy’s eyes again. “Have you seen the woman’s face in the jar like a jellyfish?”

The conversation had suddenly switched from the main track to a strange spur line.

“What woman?” Billy asked.

Cottle knocked back another slug from the pint. “He says he’s had her in the jar three years.”

“Jar? Better stop pouring down that nose paint, Ralph. You’re not making much sense.”

Cottle closed his eyes and grimaced, as if he could see what he now described. “It’s a two-quart jar, maybe bigger, with a wide-mouth lid. He changes the formaldehyde regularly to keep it from clouding.”

Beyond the porch, the sky was crystalline. High in the clear light, a lone hawk circled, as clean as a shadow.

“The face tends to fold into itself,” Cottle continued, “so you don’t at first see a face. It’s like something from the sea, clenched yet billowy. So he gently shakes the jar, gently swirls the contents, and the face… it blossoms.”

The grass is sweet and green across the lawn, then taller and golden where nature alone tends to it. The two grasses produce distinct fragrances, each crisp and pleasant in its own way.

“You recognize an ear first,” said Ralph Cottle. “The ears are attached, and the cartilage gives them shape. There’s cartilage in the nose, too, but it hasn’t held its shape very well. The nose is just a lump.”

From the shining heights, the hawk descended in a narrowing gyre, describing silent and harmonious curves.

“The lips are full, but the mouth is just a hole, and the eyes are holes. There’s no hair, ‘cause he cut only from one ear to the other, from the top of the brow to the bottom of the chin. You can’t tell it’s a woman’s face, and not a man’s. He says she was beautiful, but there’s no beauty in the jar.”

Billy said, “It’s just a mask, latex, a trick.”

“Oh, it’s real. It’s as real as terminal cancer. He says it was the second act in one of his best performances.”

“Performances?”

“He has four photos of her face. In the first, she’s alive. Then dead. In the third, the face is partly peeled back. In the fourth, her head is there, her hair, but the soft tissue of her face is gone, nothing but bone, the grinning skull.”

From graceful gyre to sudden plunge, the hawk knifed toward the tall grass.

The pint told Ralph Cottle that he needed fortification, and he drank a new foundation for his crumbling courage.

Following a fumy exhalation, he said, “The first photo, when she was alive, maybe she was pretty like he says. You can’t tell because… she’s all terror. She’s ugly with terror.”

The tall grass, previously motionless in the fixative heat, stirred briefly in a single place, where feathers thrashed the stalks.

“The face in that first picture,” Cottle said, “is worse than the one in the jar. It’s a lot worse.”

The hawk burst from the grass and soared. Its talons clutched something small, perhaps a field mouse, which struggled in terror, or didn’t. At this distance, you couldn’t be sure.

Cottle’s voice was a file rasping on ancient wood. “If I don’t do exactly what he wants me to, he promises to put my face in a jar. And while he harvests it, he’ll keep me alive, and conscious.”

In the bright pellucid sky, the rising hawk was as black and clean as a shadow once more. Its wings cleaved the shining air, and the high thermals were the pristine currents of a river through which it swam, and dwindled, and vanished, having killed only what it needed to survive.




Chapter 21


Rockless in the rocking chair, Ralph Cottle said that he lived in a ramshackle cottage by the river. Two rooms and a porch with a view, the place had been hammered together in the 1930’s and had been falling apart ever since.

Long ago, unknown rugged individuals had used the cottage for fishing vacations. It had no electric service. An outhouse served as the toilet. The only running water was what passed in the river.

“I think mainly it was a place for them to get away from their wives,” Cottle said. “A place to drink and get drunk. It still is.”

A fireplace provided heat and allowed simple cooking. What meals Cottle ate were spooned from hot cans.

Once the property had been privately owned. Now it belonged to the county, perhaps seized for back taxes. Like much government land, it was poorly managed. No bureaucrats or game wardens had bothered Ralph Cottle since the day, eleven years ago, when he had cleaned out the cottage, put down his bedroll, and settled in as a squatter.

No neighbors lived within sight or within shouting distance. The cottage was a secluded outpost, which suited Cottle just fine.

Until 3:45 the previous morning, when he had been prodded awake by a visitor in a ski mask: Then what had seemed like cozy privacy had become a terrifying isolation.

Cottle had fallen asleep without extinguishing the oil lamp by which he read Western novels and drank himself to sleep. In spite of that light, he hadn’t absorbed any useful details about the killer’s appearance. He couldn’t estimate the man’s height or weight.

He claimed the madman’s voice had no memorable characteristics.

Billy figured Cottle knew more but feared to tell. The anxiety that now simmered in his faded blue eyes was as pure and intense, if not as immediate, as the terror he described in the photograph of the unknown woman from whom the freak had “harvested” a face.

Judging by the length of his skeletal fingers and the formidable bones in his knobby wrists, Cottle had once been equipped to fight back. Now, by his own admission, he was weak, not just emotionally and morally, but physically.

Nevertheless, Billy leaned forward in his chair and tried again to enlist him: “Back me up with the police. Help me—”

“I can’t even help myself, Mr. Wiles.”

“You must’ve once known how.”

“I don’t want to remember.”

“Remember what?”

“Anything. I told you—I’m weak.”

“Sounds like you want to be.”

Raising the pint to his lips, Cottle smiled thinly and, before taking a drink, said, “Haven’t you heard—the meek shall inherit the earth.”

“If you won’t do it for yourself, do it for me.”

Licking his lips, which were badly chapped by the heat and by the dehydrating effect of the whiskey, Cottle said, “Why would I?”

“The meek don’t stand by and watch another man destroyed. The meek aren’t the same as cowards. They’re two different breeds.”

“You can’t insult me into cooperation. I don’t insult. I don’t care. I know I’m nothing, and that’s all right with me.”

“Just because you’ve come here to do what he wants, you won’t be safe out there in your cottage.”

Screwing the cap on the bottle, Cottle said, “Safer than you.”

“Not at all. You’re a loose end. Listen, the police will give you protection.”

A dry laugh escaped the stewbum. “Is that why you’ve been so quick to run to them—for their protection?”

Billy said nothing.

Emboldened by Billy’s silence, Cottle found a sharper voice that was less mean than smug: “Just like me, you’re nothing, but you don’t know it yet. You’re nothing, I’m nothing, we’re all nothing, and as far as I care, if he leaves me alone, that psycho shithead can do what he wants to anybody because he’s nothing, too.”

Watching Cottle screw open the pint-bottle cap that he had just screwed shut, Billy said, “What if I throw your ass down those stairs and kick you off my land? He calls me sometimes just to wear on my nerves. What if when he calls I tell him you were drunk, incoherent, I couldn’t understand a thing you said?”

Cottle’s sunburned and blood-fused face could not turn pale, but his small purse of a mouth, snugged tight with self-satisfaction after his rant, now loosened and poured forth the dull coins of a counterfeit apology. “Mr. Wiles, sir, please don’t take offense at my bad mouth. I can’t control what comes out of it any more than I can control what I pour into it.”

“He wanted to be sure you told me about the face in the jar, didn’t he?”

“Yes, sir.”

“Why?”

“I don’t know. He didn’t consult with me, sir. He just put words in my mouth to bring to you, and here I am because I want to live.”

“Why?”

“Sir?”

“Look at me, Ralph.”

Cottle met his eyes.

Billy said, “Why do you want to live?”

As though Cottle had never considered it before, the question seemed to pin down some fluttering thing in his mind, like a rare moth to a specimen board, some ever-restless and ever-contentious and ever-bitter aspect of himself that for a moment he seemed at last disposed to consider. Then his eyes became evasive, and he clasped both hands, not just one, around the pint of whiskey.

“Why do you want to live?” Billy persisted.

“What else is there?” Avoiding Billy’s eyes, Cottle raised the bottle in both hands, as if it were a chalice. “I could use just a taste,” he said, as though asking for permission.

“Go ahead.”

He took a small sip, but then at once took another.

“The freak made you tell me about the face in the jar because he wants that image in my head.”

“If you say so.”

“It’s about intimidation, about keeping me off balance.”

“Are you?”

Instead of answering the question, Billy said, “What else did he send you here to tell me?”

As if getting down to business, Cottle screwed the cap on the bottle again and this time returned the pint to his coat pocket. “You’ll have five minutes to make a decision.”

“What decision?”

“Take off your wristwatch and prop it on the porch railing.”

“Why?”

“To count off the five minutes.”

“I can count them with the watch on my wrist.”

“Putting it on the railing is a signal to him that the countdown has started.”

Woods to the north, shadowy and cool in the hot day. Green lawn, then tall golden grass, then a few well-crowned oaks, then a couple of houses down-slope and to the east. To the west lay the county road, trees and fields beyond it.

“He’s watching now?” Billy asked.

“He promised he would be, Mr. Wiles.”

“From where?”

“I don’t know, sir. Just please, please take off your watch and prop it on the railing.”

“And if I won’t?”

“Mr. Wiles, don’t talk that way.”

“But if I won’t?” Billy pressed.

His baritone rasp thinned to a higher register as Cottle said, “I told you, he’ll take my face, and me awake when he does. I told you.”

Billy got up, removed his Timex, and propped it on the railing so that the watch face could be seen from both of the rocking chairs.

As the sun approached the zenith of its arc, it penetrated the landscape and melted shadows everywhere but in the woods. The green-cloaked conspiratorial trees revealed no secrets.

“Mr. Wiles, you’ve got to sit down.”

Brightness fell from the air, and a chrome-yellow glare hazed the fields and furrows, forcing Billy to squint at numberless places where a man could lie in the open, effectively camouflaged by nothing more than spangled sunlight.

“You won’t spot him,” Cottle said, “and he won’t like it that you’re trying. Come back, sit down.”

Billy remained on his feet at the railing.

“You’ve wasted half a minute, Mr. Wiles, forty seconds.”

Billy didn’t move.

“You don’t know what a box you’re in,” Cottle said anxiously. “You’re gonna need every minute he’s given you to think.”

“So tell me about the box.”

“You have to be sitting down. For God’s sake, Mr. Wiles.” Cottle wrung his voice as a worried old woman might wring her hands. “He wants you sitting in the chair.”

Billy returned to the rocking chair.

“I just want to be done with this,” Cottle said. “I just want to do what he told me and get out of here.”

“Now you’re the one wasting time.”

One of the five minutes had passed.

“All right, okay,” Cottle said. “This is him talking now. You understand? This is him.”

“Get on with it.”

Cottle nervously licked his lips. He slipped the pint from his coat, not seeking a taste at the moment, instead clutching it with both hands, as if it were a talisman with the occult power to lift the fog of whiskey that blurred his memory, ensuring that he would deliver the message clearly enough to save his face from being pickled in a jar.

“ ‘I will kill someone you know. You will select the target for me from people in your life,’” Cottle quoted. “ ‘This is your chance to rid the world of some hopeless asshole.’”

“The twisted sonofabitch,” Billy said, and discovered that both of his hands were fisted, with nothing to punch.

“ ‘If you don’t select the target for me,’” Cottle continued quoting, “ ‘I will choose someone in your life to kill. You have five minutes to decide. The choice is yours, if you have the balls to make it.’”




Chapter 22


The effort to recall the precise wording of the message reduced Ralph Cottle to a hive of buzzing nerves. Countless anxieties swarmed through him and were glimpsed in his darting eyes, in his twitching face, in his trembling hands; Billy could almost hear the thrumming wings of dread.

While Cottle had recited the freak’s challenge and conditions, with the penalty of death hanging over him if he got them wrong, the pint bottle had been a talisman with the power to inspire, but now he needed the contents.

Staring at the wristwatch on the porch railing, Billy said, “I don’t need five minutes. Hell, I don’t even need the three that’re left.”

Without intention, by not going to the police and getting them involved, he had already contributed to the death of one person in his life: Lanny Olsen. By his inaction, he had spared the mother of two, but he had doomed his friend.

Lanny himself had been partly if not largely responsible for his own death. He had taken the killer’s notes and had destroyed them to save his job and his pension, at the cost of his life.

Nevertheless, some of the blame lay with Billy. He could feel the weight; and always would.

What the freak demanded of him now was something new and more terrible than anything heretofore. Not by inaction this time, not by inadvertence, but by conscious intent, Billy was expected to mark someone he knew for death.

“I won’t do it,” he said.

Having guzzled a dram or two, Cottle was sliding the wet mouth of the bottle back and forth across his lips, as if he might French kiss it instead of drinking any more. Through his nose, he noisily inhaled the rising fumes.

“If you won’t do it, he will,” said Cottle.

“Why would I choose? I’m screwed either way, aren’t I?”

“I don’t know. I don’t want to know. It’s not my business.”

“The hell it’s not.”

“It’s not my business,” Cottle insisted. “I’ve got to sit here till you give me your decision, then I give it to him, and I’m not a part of it anymore. You’ve got just more than two minutes left.”

“I’m going to the cops.”

“It’s too late for that.”

“I’m in shit to my hips,” Billy admitted, “but I’ll only be deeper later.”

When Billy rose from his rocking chair, Cottle said sharply, “Sit down! If you try to leave this porch before I do, you’ll be shot in the head.”

The stewbum stowed bottles in his pockets, not weapons. Even if Cottle had a gun, Billy was confident about taking it from him.

“Not me,” Cottle said. “Him. How he’s watching us right now is through the scope of a high-powered rifle.”

The gloom of the woods to the north, the dazzle of sun on the slope to the east, the rock formations and swales of the fields on the south side of the county road…

“He can just about read our lips,” Cottle said. “It’s the finest marksman’s gun, and he’s qualified for it. He can nail you at a thousand yards.”

“Maybe that’s what I want.”

“He’s willing to oblige. But he doesn’t think you’re ready. He says you will be eventually. In the end, he says, you’ll ask him to kill you. But not yet.”

Even with his weight of guilt, Billy Wiles suddenly felt like a feather, and he feared a sudden wind. He settled into the rocking chair.

“Why it’s too late to go to the cops,” Cottle said, “is because he planted evidence in her place, on her body.”

The day remained still, but here came the wind. “What evidence?”

“For one thing, some of your hairs in her fist and under her fingernails.”

Billy’s mouth felt numb. “How would he get my hairs?”

“From your shower drain.”

Before the nightmare had begun, when Giselle Winslow had still been alive, the freak had already been in this house.

The shade on the porch no longer held the summer heat at bay. Billy might as well have been standing on blacktop in the sun. “What else besides hairs?”

“He didn’t say. But it’s nothing the police will tie to you… unless for some reason you come under suspicion.”

“Which he can make happen.”

“If the cops start thinking maybe they should ask you for a DNA sample, you’re finished.”

Cottle glanced at the wristwatch.

So did Billy.

“One minute left,” Cottle advised.




Chapter 23


One minute. Billy Wiles stared at his wristwatch as if it were a bomb clock counting down to detonation.

He wasn’t thinking about the fleeting seconds or the evidence planted at the scene of Giselle Winslow’s murder, or about being in the sights of a high-powered rifle.

Instead, he was composing a mental directory of people in his life. Faces flickered rapidly through his mind. Those he liked. Those toward whom he was indifferent. Those he disliked.

These were dark shoals. He could founder on them. Yet turning his mind away from such thoughts proved as difficult as ignoring a knife held to his throat.

A knife of another kind, a knife of guilt cut him loose from these considerations at last. Realizing how seriously he had been calculating the comparative value of the people in his life, assessing which of them had a lesser right to life than others, he could not repress a shudder of disgust.

“No,” he said, seconds before his time ran out. “No, I’ll never choose. He can go to Hell.”

“Then he’ll choose for you,” Cottle reminded Billy.

“He can go to Hell.”

“All right. It’s your call. It’s on your shoulders, Mr. Wiles. It’s none of my business.”

“Now what?”

“You stay in the chair, sir, right where you are. I’m supposed to go inside to the kitchen phone, wait for his call, and tell him your decision.”

“I’ll go inside,” Billy said. “I’ll take the call.”

“You’re making me crazy,” Cottle said, “you’re gonna get us both killed.”

“It’s my house.”

When he raised the bottle to his mouth, Cottle’s hands shook so badly that the glass rattled against his teeth. Whiskey dribbled down his chin.

Without wiping the spill off his face, he said, “He wants you in that chair. You try to go inside, he’ll blow your brains out before you reach the door.”

“What sense does that make?”

“Then he’ll blow my brains out, too, because I couldn’t make you listen to me.”

“He won’t,” Billy disagreed, beginning to intuit something of the freak’s perspective. “He’s not ready to end it, not this way.”

“What do you know? You don’t know. You don’t know squat.”

“He’s got a plan, a purpose, something that might not make sense to you or me, but it makes sense to him.”

“I’m just a useless damn drunk, but even I know you’re full of crap.”

“He wants to work it all out the way he conceived it,” Billy said more to himself than to Cottle, “not just end it in the middle with two head shots.”

Anxiously surveying the sun-dazzled day beyond the front porch, spraying spittle as he spoke, Ralph Cottle said, “You bullheaded sonofabitch, will you listen to me! You don’t listen!”

“I’m listening.”

“More than anything, he wants things done his way. He doesn’t want to talk to you. Get it? Maybe he doesn’t want you to hear his voice.”

That made sense if the freak was someone whom Billy knew.

Cottle said, “Or maybe he just doesn’t want to listen to your bullshit any more than I do. I don’t know. If you want to answer the phone to show him who’s boss, just to piss him off, and he blows your brains out, I don’t give a rat’s ass. But then he’ll kill me, too, and you can’t choose for me. You can’t choose for me!”

Billy knew that his instincts were right: The freak wouldn’t shoot them.

“Your five minutes are up,” Cottle said worriedly, gesturing toward the watch on the railing. “Six minutes. You’re past six minutes. He won’t like this.”

In truth, Billy didn’t know the freak would hold his fire. He suspected that would be the case, intuited it, but he didn’t know.

“Your time is up. Going on seven minutes. Seven minutes. He expects me to leave the porch, go inside.”

Cottle’s faded blue eyes were boiled in fear. He had so little to live for, yet he was desperate to live. What else is there? he had said.

“Go,” Billy told him.

“What?”

“Go inside. Go to the phone.”

Bolting up from his rocking chair, Cottle dropped the open pint. Several ounces of whiskey spilled from the uncapped mouth.

Cottle didn’t stoop to retrieve his treasure. In fact, in his haste to get to the front door, he kicked the bottle and sent it spinning across the porch floor.

At the threshold to the house, he looked back and said, “I’m not sure how quick he’ll call.”

“You just remember every word he says,” Billy instructed. “You remember every word exactly.”

“All right, sir. I will.”

“And every inflection. You remember every word and how he says it, and you come tell me.”

“I will, Mr. Wiles. Every word,” Cottle promised, and he went into the house.

Billy remained alone on the porch. Perhaps still in the crosshairs of a telescopic sight.




Chapter 24


Three butterflies, aerial geishas, danced out of the sunshine, into the porch shadows. Their silken kimonos flaring and folding and flaring in graceful swirls of color, as bashful as faces hidden behind the pleats of hand-painted fans, they fled, quick, into the brightness from which they had come. Performance.

Perhaps this was the word that defined the killer, that would lead to an explanation of his actions, and that if understood would reveal his Achilles’ heel.

According to Ralph Cottle, the freak had referred to the murder of a woman and to the peeling away of her face as “the second act” in one of his “best performances.”

In assuming that the psychopath considered murder to be largely a thrilling game, Billy had been wrong. Sport might be part of it, but this man wasn’t entirely or even primarily motivated by a perverse sense of fun.

Billy didn’t quite know what to make of the word performance. Maybe to his nemesis, the world was a stage, reality was a fraud, and all was artifice.

How that view could explain this homicidal behavior—or predict it—Billy didn’t know, couldn’t guess. Nemesis represented wrong thinking. A nemesis was an enemy who could not be defeated. The better word was adversary. Billy had not given up hope.

With the front door standing open, the ring of the telephone would carry to the front porch. He had not heard it yet.

Lazily rocking the chair, not to make a harder target of himself, but to disguise his anxiety and thus rob the killer of the chance to take any satisfaction from it, Billy studied the nearest California live oak and then the next to the nearest.

They were huge old trees with broad canopies. Their trunks and branches looked black in the bright sun.

In those shadowy arbors, a sniper might find a crook of branches to serve as a platform to accommodate him and a tripod for his rifle.

The two nearest houses down-slope, one on this side of the road, one on the farther side, were well within the thousand-yard range. If nobody had been home, the freak could have broken into one of those places; he might now be at an upstairs window. Performance.

Billy was not able to think of any person in his life to whom that word had greater relevance than it did to Steve Zillis. The tavern was a stage to Steve.

Was it logical, however, that the freak, a vicious serial killer with a taste for mutilation, would have a sense of humor so simple and a concept of theater so puerile that he got a kick out of nose-shot peanuts, tongue-tied cherry stems, and jokes about dumb blondes?

Repeatedly Billy glanced at the wristwatch on the porch railing.

Three minutes was a reasonable wait, even four. But when five passed, that seemed to be too many.

He started to get up from the chair, but he heard Cottle’s voice in memory—You can’t choose for me!—and a weight of responsibility pressed him back into the rocker.

Because Billy had kept Cottle on the porch past the five-minute deadline, the freak might be playing payback, making them wait so their nerves would fray a little, to teach them not to screw with the big dog.

That thought comforted Billy for a minute. Then a more ominous possibility occurred to him.

When Cottle hadn’t gone into the house promptly at the five-minute mark, when Billy had delayed two or three minutes, maybe the killer had taken the lack of punctuality to mean that Billy refused to choose a victim, which was indeed the case.

Having made that assumption, the freak might have decided that he had no reason to call Ralph Cottle. At that moment he could have picked up his rifle and walked out of the woods or away from one of the houses down-slope.

If he’d selected a victim in advance of hearing Billy’s answer, which surely he had done, he might be eager to get on with his plans.

One of the people in Billy’s life, the most important person, was of course Barbara, helpless in Whispering Pines.

Independent of any experience or knowledge that would justify his confidence, Billy sensed that this bizarre drama was still in the first act of three. His wretched antagonist was far from ready to conclude this performance; therefore, Barbara was not in imminent jeopardy.

If the freak knew anything about the subject of his torment—and he seemed to know a lot—he would realize that Barbara’s death would instantly take all the fight out of Billy. Resistance was essential to drama. Conflict. Without Billy, there would be no act two.

He must take steps to protect Barbara. But he needed to think hard about how, and he had time to do so.

If he was wrong about that, if Barbara was next, then this world was about to become a brief and bitter purgatory before he quickly moved on to a room in Hell.

Seven minutes had passed since Cottle had gone inside, seven and counting.

Billy got up from the rocker. His legs felt weak. He pulled the revolver from the box of Ritz crackers. He didn’t care if the drunkard saw it.

At the threshold of the open door, he called out, “Cottle?” and received no reply, and said, “Cottle, damn it.”

He went into the house, crossed the living room, and stepped into the kitchen.

Ralph Cottle wasn’t there. The back door stood open, and Billy knew that he had left it closed, locked.

He went out onto the back porch. Cottle wasn’t there, either, nor was he in the yard. He had gone.

The phone hadn’t rung, yet Cottle had gone. Maybe when the call hadn’t come in, Cottle had taken the silence to be a sign that the killer judged him a failure. He could have panicked and fled.

Returning to the house, closing the door behind himself, Billy swept the kitchen with his gaze, looking for something amiss. He had no idea what that might be.

Everything seemed to be as it had been, as it should be. Uncertainty gave way to misgiving, however, and misgiving became suspicion. Cottle must have taken something, brought something, done something.

From the kitchen to the living room, to the study, Billy found nothing out of the ordinary, but in the bathroom he discovered Ralph Cottle. Dead.




Chapter 25


Hard fluorescent light painted a film of faux frost on Cottle’s open eyes.

Having passed on rather than out, the drunk sat on the lidded seat of the toilet, leaning against the tank, head tipped back, mouth slack. Yellow rotten teeth framed a tongue that appeared milky pink and vaguely fissured from the dehydration of perpetual inebriation.

Billy stood breathless, stunned stupid, then backed out of the bathroom into the hall, staring at the corpse through the doorway.

He didn’t retreat because of any stench. Cottle had not voided bowels or bladder in his death throes. He remained unkempt but not filthy—the only thing about which he had seemed to have any pride.

Billy just couldn’t breathe in the bathroom, as though all the air had been sucked out of that space, as though the dead man had been killed by a sudden vacuum that now threatened to suffocate Billy himself.

In the hallway, he could draw breath again. He could begin to think.

For the first time, he noticed the handle of the knife, which pinned Cottle’s rumpled suit coat to him. A bright-yellow handle.

The blade had been thrust at an upward angle between the ribs on the left side, buried to the hilt. The heart had been pierced, and stopped.

Billy knew that the embedded blade measured six inches. The yellow knife belonged to him. He kept it in his angler’s kit in the garage. It was a fishing knife, honed sharp to gut bass and fillet trout.

The killer had not been in the woods or in a meadow swale, or in a neighbor’s house watching them through a telescopic rifle sight. That was a lie, and the drunkard had believed it.

As Cottle had approached the front porch, the freak must have entered by the back door. While Billy and his visitor had sat in the rockers, their adversary had been in the house, a few feet from them.

Billy had refused to choose someone in his life to be the next victim. As promised, the killer then made the choice with startling swiftness.

Although Cottle had been the next thing to a stranger, he was undeniably in Billy’s life. And now in his house. Dead.

In less than a day and a half, in just forty-one hours, three people had been murdered. Yet this still felt to Billy like act one; perhaps it was the end of act one, but his gut instinct told him that significant developments lay ahead.

At every turn of events, he had done what seemed to be the most sensible and cautious thing, especially given his personal history.

His common sense and caution, however, played into the killer’s hands. Hour by hour, Billy Wiles was drifting farther from any safe shore.

Down in Napa, evidence that might incriminate him had been planted in the house where Giselle Winslow had been murdered. Hairs from his shower drain. He didn’t know what else.

No doubt evidence had been salted in Lanny Olsen’s house, as well. For one thing, the place marker in the book under Lanny’s dead hand was all but certainly a photo of Winslow, linking the crimes.

Now in his bathroom slumped a corpse from which bristled a knife that belonged to him.

Here in summer, Billy felt as if he were on an icy slope, the bottom invisible beyond a cold mist, still on his feet in a wild glissade, but gaining speed that, second by second, threatened his balance.

Initially the discovery of Cottle’s corpse had shocked Billy into mental and physical immobility. Now several courses of action occurred to him, and he stood hobbled by indecision.

The worst thing he could do was act precipitately. He needed to think this through, attempt to foresee the consequences of each of his options.

He could afford no more mistakes. His freedom depended on his wits and courage. So did his survival.

Stepping into the bathroom again, he noticed no gore. Maybe this meant Cottle hadn’t been killed in the bath.

Billy hadn’t seen evidence of violence elsewhere in the house, either.

This realization focused him on the handle of the knife. Around the point of penetration, dark blood soaked the lightweight summer suit jacket, but the stain wasn’t as large as he would have expected.

The killer had finished Cottle with a single thrust. He’d known precisely where and how to slip the thin blade between the ribs. The heart had stopped within a beat or two of being punctured, which minimized the bleeding. Cottle’s hands lay in his lap, one upturned and the other cupped against it, as if he’d died while applauding his killer. Mostly concealed, something was captured between the hands. When Billy pinched a corner of the object and pulled it free of the dead man’s grasp, he discovered a computer diskette: red, high density, the same brand that he had used in the days when he had worked at his computer. He studied the body from different angles. He turned slowly in a full circle, surveying the bathroom for any clues the killer might have left either intentionally or inadvertently. Sooner than later, he should probably go through Cottle’s coat and pants pockets. The diskette gave him an excuse to postpone that unpleasant task. In the study, after putting the revolver and the diskette on the desk, he removed the vinyl cover from his shrouded computer. He had not used the machine in almost four years. Curiously, he had never unplugged it. He supposed this might be an unconscious expression of his stubborn—if fragile—hope that Barbara Mandel might one day recover. In his second year of college, when he realized that not much of what he learned there would help him become the writer he wanted to be, he had dropped out. He had done manual labor of various kinds, writing diligently in his spare time. At twenty-one, he had taken his first bartending job. The work had seemed ideal for a writer. He saw story material in every barfly. Patiently developing his talent, he sold more than a score of well-received short stories to a variety of magazines. When he was twenty-five, a major publisher had wanted to collect them in a book. The book sold modestly but earned critical praise, suggesting that bartending would not forever be his primary occupation.

When Barbara came into Billy’s life, she provided not merely encouragement but also inspiration. Just by knowing her, by loving her, he found a truer and clearer voice in his prose.

He wrote his first novel, and his publisher responded to it with excitement. The revisions suggested by the editor were minor, a month’s work.

Then he lost Barbara to the coma.

The truer and clearer voice in his prose had not been lost with her. He could still write.

The desire to write, however, slipped away from him, and the will to write, and all interest in storytelling. He no longer wanted to explore the human condition in fiction, for he had too much hard experience of it in reality.

For two years, his publisher and editor were patient. But the month’s work on his manuscript had become to him more than a lifetime of labor. He could not do it. He repaid the advance and canceled the contract.

Switching on this computer, even just to review what the killer had left in Ralph Cottle’s hands, felt like a betrayal of Barbara, although she would have disapproved of—even mocked—such thinking.

He was a little surprised when the machine, so long unused, at once came to life. The screen brightened, and the operating-system logo appeared as the simulated harp strings of the signature music issued from the speakers.

The computer might have been used more recently than he thought. The fact that the diskette was the same brand as the unused diskettes in one of his desk drawers suggested that it was in fact one of his and that the freak had composed his latest message at this keyboard.

Oddly enough, he was creeped out by this realization even more than he had been when he’d found the corpse in his bathroom.

Long unseen yet familiar, the software menu appeared. Because he had written his fiction in Microsoft Word, he tried it first.

That choice proved correct. The killer had written his message in Word, as well; and it loaded at once.

The diskette contained three documents. Before Billy could review the text, the telephone rang.

He figured it must be the freak.




Chapter 26


Billy picked up the phone. “Hello?”

Not the freak. A woman said, “To whom am I speaking?”

“To whom am I speaking? You called me.”

“Billy, that sounds like you. This is Rosalyn Chan.”

Rosalyn was a friend of Lanny Olsen. She worked for the Napa County Sheriff’s Department. She came into the tavern now and then.

Before Billy had been able to decide what to do about Lanny’s body, it must have been found.

The instant that he realized he hadn’t responded to her, Rosalyn said probingly, “Are you all right?”

“Me? I’m fine. Doin’ okay. This heat’s making me crazy, though.”

“Is something wrong there?”

He flashed on a mental image of Cottle’s corpse in the bathroom, and guilt rolled his mind into angles of disorientation. “Wrong? No. Why would there be?”

“Did you just call here and hang up without saying anything?” Clouds of mystification thickened for a moment, then abruptly evaporated. For a moment he had forgotten what Rosalyn did in the sheriff’s department. She was a 911 operator.

The name and address of every 911 caller appeared on her monitor as soon as she picked up the phone at her end.

“That was just—what?—was that even a minute ago?” he asked, thinking fast, or trying to.

“A minute ten now,” Rosalyn said. “Did you—”

“What I did,” he said, “is I keyed in 911 when I meant to call information.”

“You meant to call 411?”

“I meant to call 411, but I pressed 911. I realized right away what I’d done, so I hung up.”

The freak was still in the house. The freak had called 911. Why he had done this, what he hoped to achieve, Billy couldn’t figure, at least not under this pressure.

“Why didn’t you stay on the line,” Rosalyn Chan asked, “and tell me the call was made in error?”

“I realized my mistake right away, I hung up so fast, I didn’t think a connection had been made yet. That was stupid. I’m sorry, Rosalyn. I was calling 411.”

“So you’re all right?”

“I’m all right. It’s just this crazy heat.”

“Don’t you have air conditioning?”

“I have it, but it conked out.”

“That sucks.”

“Totally.”

The revolver lay on the desk. Billy picked it up. The freak was in the house.

“Hey, maybe I’ll stop in the tavern around five,” she said.

“Well, I won’t be there. I’m feeling sort of punky, so I called in sick.”

“I thought you said you were fine.”

So easy to trip himself up. He needed to look for the intruder, but he needed to sound right to Rosalyn.

“I am fine. I’m okay. Nothing serious. Just a little stomach thing. Maybe it’s a summer cold. I’m taking that nasal gel stuff.”

“What stuff?”

“You know, that zinc gel, you squeeze it up your nose, it knocks the cold right out of you.”

She said, “I think I heard about that.”

“It’s good. It works. Jackie O’Hara put me on to it. You should keep some on hand.”

“So everything’s okay there?” she asked.

“Except for the heat and me feeling punky, but you can’t do much about that. Nine-one-one can’t fix a cold or an air conditioner. I’m sorry, Rosalyn. I feel like an idiot.”

“It’s no big deal. Half the calls we get aren’t emergencies.”

“They aren’t?”

“People call, their cat’s in a tree, the neighbors are having a noisy party, things like that.”

“That makes me feel better. At least I’m not the biggest idiot on the block.”

“Just take care of yourself, Billy.”

“I will. You too. You take care of yourself.”

“Bye,” she said.

He put down the phone and rose from his chair.

While Billy had been in the bathroom with the corpse, the freak had come back into the house. Or maybe he had already been inside, hiding in a closet or somewhere that Billy hadn’t checked.

The guy had balls. Big brass ones. He knew about the .38, but he came back into the house and he called 911 while Billy was taking the vinyl cover off the computer.

The freak might still be here. Doing what? Doing something.

Billy crossed the study to the door, which he had left open. He went through fast, two hands on the revolver, sweeping it left, then right.

The freak wasn’t in the hall. He was somewhere.




Chapter 27


Although Billy Wiles wasn’t wearing his wristwatch, he knew that time was running out as fast as water through a sieve.

In the bedroom, he slid aside one of the closet doors. No one.

The space under the bed was too tight. No one would choose to hide under there because squirming out quickly wasn’t possible; that hiding place would be a trap. Besides, no overhanging spread curtained that low space.

Looking under the bed would be a waste of time. Billy started toward the door. He returned to the bed, dropped to one knee. A waste.

The freak was gone. He was crazy, but he wasn’t crazy enough to stay here after calling 911 and hanging up on them.

In the hallway again, Billy hurried to the threshold of the bathroom. Cottle sat alone in there.

The shower curtain was drawn open. If it had been drawn shut, it would have been a prime place to look.

A large hall closet housed the oil-fired furnace. It offered no options.

The living room. An open space, easy to search with a sweep of the eyes.

The kitchen cabinetry featured a tall, narrow broom closet. No good.

He tore open the door to the walk-in pantry. Canned goods, boxes of pasta, bottles of hot sauce, household supplies. Nowhere to hide a grown man.

In the living room again, he shoved the revolver deep under a sofa cushion. It didn’t leave a visible lump, but anyone who sat on the gun would feel it.

He had left the front door standing open. An invitation. Before hastening once more to the bathroom, he closed the door.

Cottle with his head tipped back and his mouth open, with his hands together in his lap as if clapping, might have been singing Western swing and keeping time.

The knife sawed against bone as Billy pulled it out of the wound. Blood smeared the blade.

With a few Kleenex plucked from a box beside the sink, he wiped the knife clean. He balled up the tissues and put them on top of the toilet tank.

He folded the blade into the yellow handle and put the knife beside the sink.

When Billy shifted the corpse sideways on the toilet, the head fell forward, and a gaseous sputter escaped the lips, as if Cottle had died on an inhalation, as if his last breath, until now, had been trapped in his throat.

He hooked his arms under the dead man’s arms. Trying to avoid the blood-soaked part of the suit coat, Billy hauled him off the toilet.

Worn thin by a diet of spirits, Cottle weighed hardly more than an adolescent. Carrying him would be too difficult, however, because he was gangly, spindle-legged.

Fortunately, rigor mortis had not begun to set in. Cottle was limp, flexible.

Shuffling backward, Billy dragged the body out of the bathroom. The heels of the dead man’s sneakers squeaked and stuttered along the ceramic-tile floor.

They protested against the polished Santos-mahogany floors of the hall and study, too, all the way around behind the desk, where he lowered the corpse to the hardwood.

Billy heard himself breathing hard, not so much from exertion as from high anxiety.

Time rushed away, rushed like a river over a falls.

After rolling the office chair aside, he shoved the corpse into the knee space. He had to bend the legs to make the dead man fit.

He swung the chair in front of the computer again. He pushed it as far into the knee space as possible.

The desk was deep and had a privacy panel on the front. Anyone who came into the room would have to walk all the way behind the work station and peer purposefully into the kneehole to see the cadaver.

Even then, because of the chair and depending on the angle of view, a casual look might not reveal this grisly secret.

Shadows would be helpful. Billy switched off the overhead light. He left only the desk lamp aglow.

In the bathroom once more, he saw a smear of blood on the floor. None had been there before he’d moved Cottle.

His heart was a kicking horse battering the board walls of his chest.

One mistake. If he made one mistake here, it would finish him.

His time perception was whacked. He knew that only a few minutes had passed since he’d set out to search the house, but he felt as if ten minutes had fled, fifteen.

He wished that he had his wristwatch. He didn’t dare take the time to retrieve it from the front-porch railing.

With a wad of toilet paper, he wiped the blood off the floor. The tiles came clean, but a faint discoloration remained in a section of grout. It looked like rust, not like blood. That’s what he wanted to believe.

Into the toilet he dropped the wad of paper as well as the Kleenex with which he had swabbed the blade of the knife. He flushed them away.

The murder weapon lay on the counter beside the sink. He buried it at the back of a vanity drawer, behind bottles of shaving lotion and suntan oil.

When he slammed the drawer shut so hastily, so hard, that it banged like a gunshot, he knew he needed to get a tighter grip on himself. Teach us to care and not to care. Teach us to sit still.

He would remain calmer if he remembered his true purpose. His true purpose was not the endless cycle of idea and action, was not the preservation of his freedom or even his life. He must live that she could live, helpless but safe, helpless and sleeping and dreaming but subjected to no indignity, no evil.

He was a shallow man. He had often proved that truth to himself.

In the face of suffering, he had not possessed the strength of will to pursue his gift for the written word. He rejected the gift not just once but a damning number of times, for gifts conferred by the power that had conferred this one are perpetually offered and can come to nothing only if they are perpetually rejected.

In his suffering, he had been humbled by the limitations of language, which he should have been. He had also been defeated by the limitations of language, which he should not have been.

He was a shallow man. He did not have within him the capacity to care deeply about multitudes, to accept every neighbor into his heart without qualification. The power of compassion was in him merely an ability, and its potentiality seemed to be fulfilled by caring for one woman.

Because of this shallowness, he believed himself to be a weak man, perhaps not as weak as Ralph Cottle, but not strong. He had been chilled but never surprised when the stewbum had said I see the way you’re a little like me.

The sleeper, safe and dreaming, was his true purpose and also his only hope of redemption. For that, he must care and not care; he must be still.

Calmer than when he had slammed the drawer, Billy reviewed the bathroom one more time. He saw no evidence of the crime.

Time was still a river rushing, a spinning wheel.

Hurriedly but thoroughly, he retraced the route along which he had dragged the dead man, searching for additional smears of blood like the one in the bathroom. He discovered none.

Doubting himself, he quickly toured the bedroom, living room, and kitchen once more. He tried to see everything through the eyes of suspicious authority.

Only the situation on the front porch remained to be set right. He had left that task for last because it was less urgent than the need to conceal the corpse.

In case he didn’t have time to address the porch, he took from a kitchen cabinet the bottle of bourbon with which he had spiked his Guinness stout on Monday night. He swigged directly from the bottle.

Instead of swallowing, he swished the whiskey between his teeth, around his mouth, as if it were mouthwash. The longer he held the alcohol, the more it burned his gums, tongue, cheeks.

He spat it in the sink before he remembered to gargle.

He rinsed his mouth with another swig but also let it churn in his throat for several seconds.

With a wheeze but not a choke, he spat this second mouthful in the sink just as the expected knock came at the front door, loud and protracted.

Perhaps four minutes had passed since he’d hung up the phone after his conversation with Rosalyn Chan. Maybe five. It felt like an hour; it felt like ten seconds.

As the knock sounded, Billy turned on the cold water to wash the reek of booze out of the sink. He left it streaming.

In the quiet after the knock, he capped the bourbon and returned it to the cabinet.

At the sink once more, he cranked off the water as the knocking came again.

Answering at once on the first knock might have made him seem anxious. Waiting for a third might make it appear as though he had considered not answering at all.

Crossing the living room, he thought to examine his hands. He did not see any blood.




Chapter 28


When Billy Wiles opened the front door, he found a sheriff’s deputy standing three cautious steps from the threshold and to one side. The cop’s right hand rested on the pistol in the swivel holster at his hip, rested there not as if he were prepared to draw it, but as casually as anyone might stand with a hand on his hip.

Billy had hoped that he would know him. He didn’t.

The officer’s badge featured a nameplate: Sgt. V. Napolitino.

At forty-six, Lanny Olsen had held the same rank—deputy—at which he had entered service as a younger man.

In his early twenties, V. Napolitino had already been promoted to sergeant. He had the well-scrubbed, clear-eyed, intelligent, and diligent look of a man who would make lieutenant by twenty-five, captain by thirty, commander by thirty-five, and chief before forty.

Billy’s preference would have been a fat, rumpled, weary, and cynical specimen. Maybe this was one of those days when you should stay away from roulette because every bet on black would ensure a red number.

“Mr. Wiles?”

“Yeah. That’s me.”

“William Wiles?”

“Billy, yes.”

Sergeant Napolitino shifted his attention back and forth between Billy and the living room behind him.

The sergeant’s face remained expressionless. His eyes revealed neither apprehension nor even disquiet, nor as much as wariness, but were only watchful.

“Mr. Wiles, would you mind stepping out to my car with me?”

The sheriffs-department cruiser stood in the driveway.

“You want to come in?” Billy asked.

“Not necessarily, sir. Just to the car for a minute or two, if you don’t mind.”

This almost sounded like a request, but it wasn’t.

“Sure,” Billy said. “All right.”

A second patrol car pulled off the county blacktop, into the driveway, and halted ten feet behind the first.

As Billy reached for the knob to pull the front door shut after him, Sergeant Napolitino said, “Why don’t you leave it open, sir.”

The deputy’s tone of voice did not signify either a question or a suggestion. Billy left the door open.

Napolitino clearly expected him to lead the way.

Billy stepped over the pint bottle, past the spilled Seagram’s.

Although the puddle was at least fifteen minutes old, less than half of it had evaporated in the heat. In the still air, the porch stank of whiskey.

Billy went down the steps and onto the lawn. He didn’t pretend to be unsteady. He wasn’t a good enough actor to play drunk, and any attempt to do so would call his sincerity into doubt.

He intended to rely on his potent breath to suggest functional inebriation and to give credence to the story that he intended to tell.

As a deputy got out of the second patrol car, Billy recognized him. Sam Sobieski. He also was a sergeant, and perhaps five years older than Sergeant Napolitino.

Sobieski visited the tavern once in a while, usually with a date. He came for the bar food more than to drink, and two beers were his limit.

Billy didn’t know him well. They weren’t friends, but knowing him at all was better than dealing with two strangers.

On the front lawn, Billy turned to look back at the house.

Napolitino was still on the porch. He managed to cross to the steps and begin to descend without fully turning his back on either the open door or the windows, yet appearing unconcerned all the while.

Now he took the lead and brought Billy around the patrol car, putting it between them and the house.

Sergeant Sobieski joined them. “Hi, Billy.”

“Sergeant Sobieski. How’re you doin’?”

Everybody called a bartender by his first name. In some cases, you knew familiarity was expected in return; in this case not.

“Yesterday was chili day, and I forgot,” said Sobieski.

Billy said, “Ben makes the best chili.”

“Ben is a chili god,” Sobieski said.

The car was a lodestone to the sun, scorching the air around it and no doubt blistering to the touch.

First on the scene, Napolitino took charge: “Mr. Wiles, are you all right?”

“Sure. I’m okay. This is about my screw-up, I guess.”

“You called 911,” Napolitino said.

“I meant to call 411.1 told Rosalyn Chan.”

“You didn’t tell her until she called you back.”

“I hung up so fast I didn’t realize a connection had been made.”

“Mr. Wiles, are you to any degree under duress?”

“Duress? Hey, no. You mean was somebody holding a gun to my head when I was on the phone with Rosalyn? Wow. That’s a pretty wild idea. No offense, I know that sort of thing happens, but not to me.”

Billy cautioned himself to give short answers. Longer ones could sound like nervous babbling.

“You called in sick to work?” Napolitino asked.

“Yeah.” Grimacing but not too dramatically, he put one hand on his abdomen. “I’ve got this stomach thing.”

He hoped they could smell his breath. He himself could smell it. If they could smell his breath, they would think his claim of illness was a lame attempt to conceal the fact that he was on a little bit of a bender.

“Mr. Wiles, who else lives here?”

“No one. Just me. I live alone.”

“Is anyone in the house right now?”

“No. No one.”

“No friend or member of the family?”

“No. Not even a dog. Sometimes I think about getting a dog, but I never do.”

Scalpels were not sharper than Sergeant Napolitino’s dark eyes. “Sir, if there’s a bad guy in there—”

“No bad guy,” Billy assured him.

“If someone you care about is being held in there under duress, the best thing you could do is tell me.”

“Of course. I know that. Who wouldn’t know that?”

The intense heat coming off the sun-hammered car made Billy half sick. His face felt seared. Neither of the sergeants appeared to be bothered by the broiling air.

“Under stress, intimidated,” Sobieski said, “people make bad decisions, Billy.”

“Sweet Jesus,” Billy said, “I really made an ass of myself this time, hanging up on 911, then what I said to Rosalyn.”

“What did you say to her?” Napolitino asked.

Billy was certain they knew the essentials of what he had said, and he himself remembered every word with piercing clarity, but he hoped to convince them that he was too booze-confused to recall quite how he had gotten himself in this predicament.

“Whatever I said, it must have been stupid if I gave her the idea somebody might be giving me trouble. Duress. Man. This is way embarrassing.”

He shook his head at his foolishness, found a dry laugh, and shook his head again.

The sergeants just watched him.

“No one’s here but me. No one’s come around here in days. No one’s ever here but me. I pretty much keep to myself, it’s the way I am.”

That was enough. He was perilously close to babbling again.

If they knew about Barbara, they knew how he was. If they didn’t know about her, Rosalyn would tell them.

He had taken a risk by saying that nobody had visited in days. Rightly or wrongly, he’d felt that he should make a point of his reclusive life.

If someone in the nearest houses down-slope had seen Ralph Cottle walking up this driveway or had noticed him sitting on the porch, and if the sergeants decided to have a word with the neighbors, Billy would be caught in a lie.

“What happened to your forehead?” Napolitino asked.

Until that moment, Billy had forgotten about the hook wounds in his brow, but a low throbbing pain arose in them when the sergeant asked the question.




Chapter 29


“Isn’t that a bandage?” Sergeant Napolitino persisted.

Although Billy’s thick hair fell over his forehead, it did not entirely conceal the gauze pads and adhesive tape.

“I had a little table—saw accident,” Billy said, pleasantly surprised by the swiftness with which a suitable lie occurred to him.

“Sounds serious,” Sergeant Sobieski said.

“It’s not. It’s nothing. I have a woodworking shop in the garage. I built all the cabinetry in the house. Last night, I was working on something, cutting a walnut one-by-six, and there was a knot in it. The blade cracked the knot, and a few splinters shot into my forehead.”

“You could lose an eye like that,” Sobieski said.

“I wear safety goggles. I always wear goggles.”

Napolitino said, “Did you go to a doctor?”

“Nah. No need. Just some splinters. I dug ‘em out with tweezers. Hell, the only reason I need a bandage is I did more damage with the tweezers, getting the splinters out, than they did going in.”

“Be careful about infection.”

“I soaked it with alcohol, hydrogen peroxide. Smeared Neosporin on it. I’ll be all right. This kind of thing, it happens.”

Billy felt that he had satisfied their concerns. To his ear, he didn’t sound like a man under duress, with a life-or-death problem.

The sun was a furnace, a forge, and the heat coming off the car cooked him more effectively than a microwave oven might have done, but he was cool.

When the questioning took a negative and more aggressive turn, he didn’t at once recognize the change.

“Mr. Wiles,” said Napolitino, “did you then call information?”

“Did I what?”

“After you mistakenly dialed 911 and hung up, did you dial 411 as you had intended?”

“No, I just sat there for a minute thinking about what I’d done.”

“You sat there for a minute thinking how you had mistakenly dialed 911?”

“Well, not a whole minute. However long it was. I didn’t want to screw up again. I was feeling a little woozy. Like I said, my stomach. Then Rosalyn called me back.”

“Before you could dial 411 for information, she called back.”

“That’s right.”

“After your conversation with the 911 operator—”

“Rosalyn.”

“Yes. After your conversation with her, did you then call 411?”

The telephone company imposed a 411 service charge for each call. If he had placed one, they would have a record of it.

“No,” Billy said. “I felt like such a bonehead. I needed a drink.”

The reference to a drink had come naturally, not as if he were trying to sell them on his supposed inebriation. He thought he had sounded smooth, convincing.

Napolitino said, “What number would you have asked for if you had called 411?”

Billy realized that these inquiries were no longer related to his welfare and safety. A veiled antagonism colored Napolitino’s questions, subtle but unmistakable.

Billy wondered if he should openly acknowledge this development and question their intent. He didn’t want to appear guilty.

“Steve,” he said. “I needed Steve Zillis’s number.”

“He is… ?”

“He’s a bartender at the tavern.”

“He covers your shift when you’re sick?” Napolitino asked.

“No. He works the shift after mine. Why’s it matter?”

“Why did you need to call him?”

“I just wanted to warn him that I was out, and when he came on he’d have a mess to clean up because Jackie would have been tending bar alone.”

“Jackie?” Napolitino asked.

“Jackie O’Hara. He’s the owner. He’s covering my shift. Jackie doesn’t continually tidy the work bar, the lower bar, like he should. The clutter and spills just build up till the guy following him needs like a frantic fifteen minutes to get the set-up workable again.”

Every time Billy had to give a longer, more explanatory answer, he heard a shakiness arise in his voice. He didn’t think that he was imagining it; he believed that the sergeants could hear it, too.

Maybe everyone sounded this way when talking to on-duty cops for any substantial length of time. Maybe uneasiness was natural.

A lot of gesturing was not natural, however, especially not for Billy. During his longer answers, he found himself using his hands too much, and he couldn’t control them. Defensively, but trying to appear casual, he slipped his hands into the pockets of his chinos. In each pocket, his fingers found three .38 cartridges, spare ammunition. Napolitino said, “So you wanted to warn Steve Zillis he’d have a mess.”

“That’s right.”

“You don’t know Mr. Zillis’s phone number?”

“I don’t call him often.”

They were not engaged in an innocent Q and A anymore. They had not descended to the level of an interrogation yet, but they were on the down escalator. Billy did not quite understand why this should be the case—except that perhaps his answers and his demeanor had not been as exculpatory as he had thought. “Isn’t Mr. Zillis’s number in the directory?”

“I guess so. But sometimes it’s just easier to call 411.”

“Unless you mistakenly dial 911,” Napolitino said.

Billy decided that making no reply would be better than berating himself for idiocy, as he had done earlier. If the situation deteriorated to the point where they decided to search him, even just to pat him down, they would find the cartridges in his pockets. He wondered if he’d be able to explain the bullets with another facile and convincing lie. At the moment, he couldn’t think of one. But he couldn’t believe it would ever come to that. The deputies were here because they had been concerned that he might be in danger. He had only to convince them that he was safe, and they would leave. Something that he had said—or had not said—left them with lingering doubts. If he could only find the right words, the magic words, the sergeants would go away.

Now, here, he chafed again at the limitations of language.

As real as the change in Napolitino’s attitude seemed, a part of Billy argued that he was imagining it. The strain of disguising his anxiety had bent his perceptions, had made him a little paranoid.

He counseled himself to be still, to have patience.

“Mr. Wiles,” said Napolitino, “are you absolutely sure that you yourself dialed 911?”

Although Billy could parse that sentence, he couldn’t quite make sense out of it. He couldn’t grasp the intention behind the question, and considering everything that he had told them thus far, he didn’t know what answer they expected from him.

“Is there any possibility whatsoever that someone else in your house placed that call to 911?” Napolitino pressed.

For an instant Billy thought somehow they knew about the freak, but then he understood. He understood.

Sergeant Napolitino’s question was phrased with an eye toward eventual legal challenges to police procedure. What he wanted to ask Billy was more direct: Mr. Wiles, are you holding someone in your house under duress, and did she get free long enough to dial 911, and did you tear the phone out of her hand and hang up, hoping a connection had not been made?

To ask the question more bluntly than he had done, Napolitino would first have had to inform Billy of his constitutional right to remain silent and to have an attorney present during questioning.

Billy Wiles had become a suspect.

They were on the brink. A precipice.

Never had Billy’s mind calculated options and consequences so feverishly, aware that every second of hesitation made him appear guiltier.

Fortunately, he did not have to counterfeit a flabbergasted expression. His jaw must have looked unhinged.

Not trusting his ability to fake anger or even indignation with any conviction whatsoever, Billy instead played his genuine surprise: “Good Lord, you don’t think… You do think I… Good Lord. I’m the last guy I’d expect to be mistaken for Hannibal Lecter.”

Napolitino said nothing.

Neither did Sobieski.

Their eyes were as steady as the axis of a spinning gyroscope.

“Of course you’d have to consider the possibility,” Billy said. “I understand. I do. It’s all right. Go inside if you want. Have a look around.”

“Mr. Wiles, are you inviting us to search your house for an intruder or others?”

His fingertips resting on the cartridges in his pockets, his mind’s eye resting on the shadowy form of Cottle in the knee space of the desk…

“Search it for anything,” he said affably, as if relieved to understand at last what was wanted of him. “Go ahead.”

“Mr. Wiles, I am not asking to search your residence. You do see the situation?”

“Sure. I know. It’s okay. Go to it.”

If they were invited to enter, any evidence they found could be used in court. If instead they entered uninvited, without a warrant or without adequate reason to believe that someone inside might be in jeopardy, the court would throw out the same evidence.

The sergeants would regard Billy’s cooperation, happily given, as highly suggestive of innocence.

He felt relaxed enough to take his hands out of his pockets.

If he was open, relaxed, sufficiently encouraging, they might decide that he had nothing to hide. They might go away without bothering to search the place.

Napolitino glanced at Sobieski, and Sobieski nodded.

“Mr. Wiles, since you would feel better if I did so, I’ll take a quick look through the house.”

Sergeant Napolitino rounded the front of the patrol car and headed toward the porch steps, leaving Billy with Sobieski.




Chapter 30


Guilt spills itself in fear of being spilt, someone had said, perhaps Shakespeare, perhaps O.I. Simpson. Billy couldn’t remember who had nailed that thought so well in words, but he realized the truth in the aphorism and felt it keenly now.

At the house, Sergeant Napolitino climbed the front steps and crossed the porch, stepping over the pint bottle and whatever spilled whiskey had not yet evaporated.

“Too Joe Friday,” Sobieski said.

“Excuse me?”

“Vince. He’s too deadpan. He gives you those flat eyes, that cast-concrete face, but he’s not really the hardass you think.”

By sharing Napolitino’s first name, Sobieski seemed to be taking Billy into his confidence.

Astutely alert for deception and manipulation, Billy suspected that the sergeant was no more taking him into his confidence than a trapdoor spider would greet an in-falling beetle with gentleness and brotherhood.

At the house, Vince Napolitino disappeared through the open front door.

“Vince has still got too much of the academy in him,” Sobieski continued. “When he’s seasoned a little more, he won’t come on so strong.”

“He’s just doing his job,” Billy said. “I understand that. No big deal.”

Sobieski remained in the driveway because he still at least half suspected Billy of some crime. Otherwise the two deputies would have searched the house together. Sergeant Sobieski was here to grab Billy if he tried to run.

“How’re you feeling?”

“I’m all right,” Billy said. “I just feel stupid putting you to all this trouble.”

“I meant your stomach,” Sobieski said.

“I don’t know. Maybe I ate something that was off.”

“Couldn’t have been Ben Vernon’s chili,” Sobieski said. “That stuff is so hot it cures just about any sickness known to science.”

Realizing that an innocent man, with nothing to fear, would not stare anxiously at the house, waiting for Napolitino to finish the search, Billy turned away from it and gazed out across the valley, at vineyards dwindling in a golden glare, toward mountains rising in blue haze.

“Crab will do it,” Sobieski said.

“What?”

“Crab, shrimp, lobster—if it’s a little off, it’ll cause true mayhem.”

“I had lasagna last night.”

“That sounds pretty safe.”

“Maybe not my lasagna,” Billy said, trying to match Sobieski’s apparent nonchalance.

“Come on, Vince,” the sergeant said with a trace of impatience. “I know you’re thorough, copadre. You don’t have to prove anything to me.” Then of Billy he asked, “You have an attic?”

“Yeah.”

The sergeant sighed. “He’ll want to check the attic.”

Out of the west came a flock of small birds, swooping low and then soaring, swooping low again. They were flickers, unusually active for this heat.

“Are you hunting for one of these?” Sobieski asked.

The deputy offered the open end of a roll of breath mints.

For an instant Billy was bewildered, until he realized that his hands were in his pockets again, fingering the bullets.

He took his hands out of his chinos. “I’m afraid it’s a little late for this,” he said, but accepted the mint.

“Occupational hazard, I guess,” said Sobieski. “A bartender, you’re around the stuff all day.”

Sucking on the mint, Billy said, “Actually, I don’t drink that much. I woke up at three in the morning, couldn’t turn my mind off, worrying about things I can’t control anyway, thought a shot or two would knock me out.”

“We all have nights like that. I call it the blue willies. You can’t drink them away, though. A mug of hot chocolate will cure just about any insomnia, but not even that works with the blue willies.”

“When the hooch didn’t do the job, it still seemed like a way to pass the night. Then the morning.”

“You hold it well.”

“Do I?”

“You don’t seem blotto.”

“I’m not. I’ve been tapering off the last few hours, trying to ease out of it to avoid a hangover.”

“Is that the trick?”

“It’s one of them.”

Sergeant Sobieski was easy to talk to: far too easy.

The flickers swooped low in their direction again, abruptly banked and soared and banked again, thirty or forty individuals flying as if with a single mind.

“They’re a real nuisance,” Sobieski said of the birds.

With pointed bills, flickers sought preferred houses and stables and churches of Napa County to drill elaborate lacelike patterns in wooden cornices, architraves, eaves, bargeboards, and corner boards.

“They never bother my place,” Billy said. “It’s cedar.”

Many people found the flickers’ destructive work so beautiful that damaged wood trim was not always replaced until time and weather brought it down.

“They don’t like cedar?” Sobieski asked.

“I don’t know. But they don’t like mine.”

Having drilled its lacework, the flicker plants acorns in many of the holes, high on the building where the sun can warm them. After a few days, the bird returns to listen to the acorns. Hearing noise in some, not in others, it pecks open the noisy acorns to eat the larvae that are living inside.

So much for the sanctity of the home.

Flickers and sergeants will do their work.

Slowly, relentlessly, they will do it.

“It’s not such a big place,” Billy said, allowing himself to sound slightly impatient, as he imagined that an innocent man would.

When Sergeant Napolitino returned, he did not come out of the front door. He appeared along the south side of the house, from the direction of the detached garage.

He did not approach with one hand resting casually on his gun. Maybe that was a good sign.

As if by the sight of Napolitino, the birds were chased to a far corner of the sky.

“That’s a nice wood shop you’ve got,” he told Billy. “You could do just about anything in there.”

Somehow the young sergeant made it sound as if Billy might have used the power tools to dismember a body.

Looking out across the valley, Napolitino said, “You’ve got a pretty terrific view here.”

“It’s nice,” Billy said.

“It’s paradise.”

“It is,” Billy agreed.

“I’m surprised you keep all your window shades down.”

Billy had relaxed too soon. He said only half coherently, “When it’s this hot, I do, the sun.”

“Even on the sides of the house where the sun doesn’t hit.”

“On a day this bright,” Billy said, “dodging a whiskey headache, you want soothing gloom.”

“He’s been tapering off the booze all morning,” Sobieski told Napolitino, “trying to ease his way sober and avoid a hangover.”

“Is that the trick?” Napolitino asked.

Billy said, “It’s one of them.”

“It’s nice and cool in there.”

“Cool helps, too,” Billy said.

“Rosalyn said you lost your air conditioning.”

Billy had forgotten that little lie, such a small filament in his enormous patchwork web of deceit.

He said, “It conks out for a few hours, then it comes on, then it conks out again. I don’t know if maybe it’s a compressor problem.”

“Tomorrow’s supposed to be a scorcher,” Napolitino said, still gazing out across the valley. “Better get a repairman if they aren’t already booked till Christmas.”

“I’m going to have a look at it myself a little later,” Billy said. “I’m pretty handy with things.”

“Don’t go poking around in machinery until you’re full sober.”

“I won’t. I’ll wait.”

“Especially not electrical equipment.”

“I’m going to make something to eat. That’ll help. Maybe it’ll even help my stomach.” Napolitino finally looked at Billy. “I’m sorry to have kept you out here in the sun, with your headache and all.” The sergeant sounded sincere, conciliatory for the first time, but his eyes were as cold and dark and humbling as the muzzles of a pair of pistols.

“The whole thing’s my fault,” Billy said. “You guys were just doing your job. I’ve already said six ways I’m an idiot. There’s no other way to say it. I’m really sorry to have wasted your time.”

“We’re here ‘to serve and protect.’” Napolitino smiled thinly. “It even says so on the door of the car.”

“I liked it better when it said ‘the best deputies money can buy,’” said Sergeant Sobieski, surprising a laugh from Billy but drawing only a vaguely annoyed look from Napolitino. “Billy, maybe it’s time to stop the tapering off and switch to food.”

Billy nodded. “You’re right.”

As he walked to the house, he felt they were watching him. He didn’t look back. His heart had been relatively calm. Now it pounded again. He couldn’t believe his luck. He feared that it wouldn’t hold. On the porch, he took his watch off the railing, put it on his wrist. He bent down to pick up the pint bottle. He didn’t see the cap. It must have rolled off the porch or under a rocker.

At the table beside his chair, he dropped the three crackers into the empty Ritz box, which for a while had held the .38 revolver. He picked up the glass of cola.

He expected to hear the engines of the patrol cars start up. They didn’t.

Without glancing back, he carried the glass and the box and the bottle inside. He closed the door and leaned against it.

Outside, the day remained still, the engines silent.




Chapter 31


Sudden superstition warned Billy that as long as he waited with his back against the door, Sergeants Napolitino and Sobieski would not leave.

Listening, he went into the kitchen. He dropped the Ritz box in the trash can.

Listening, he poured the last ounce of whiskey from the bottle into the sink, and then chased it with the cola in the glass. He put the bottle in the trash, the glass in the dishwasher.

When by this time Billy had still heard no engines starting up, curiosity gnawed at him with ratty persistence.

The blinded house grew increasingly claustrophobic. Perhaps because he knew that it contained a corpse, it seemed to be shrinking to the dimensions of a casket.

He went into the living room, sorely tempted to put up one of the pleated shades, all of them. But he didn’t want the sergeants to think that he raised the shades to watch them and that their continued presence worried him.

Cautiously, he bent the edge of one of the shades back from the window frame. He was not at an angle to see the driveway.

Billy moved to another window, tried again, and saw the two men standing at Napolitino’s car, where he’d left them. Neither deputy directly faced the house.

They appeared to be deep in conversation. They weren’t likely to be discussing baseball.

He wondered if Napolitino had thought to search the woodworking shop for the half-cut, one-by-six walnut plank with the knothole. The sergeant would not have found that length of lumber, of course, because it did not exist.

When Sobieski turned his head toward the house, Billy at once let go of the shade. He hoped that he had been quick enough.

Until they were gone, Billy could do nothing other than worry. With everything he had to fret about, however, it was odd that his all-enveloping fog of anxiety quickly condensed upon the bizarre idea that Ralph Cottle’s body no longer lay under the desk in the study, where he had left it.

To have moved the cadaver, the killer would have had to return to the house while both of the deputies had been speaking with Billy in the driveway, before he himself had returned to the house. The freak had proved his boldness; but this would have been recklessness if not the worst temerity.

If the corpse had been moved, however, he would have to find it. He couldn’t afford to wait until it turned up by surprise in an inconvenient and incriminating moment.

Billy withdrew the .38 revolver from under the sofa cushion. When he broke out the cylinder and checked to be certain all six rounds were whole and loaded, he assured himself that this was an act of healthy suspicion, not a sign of creeping paranoia.

He followed the hallway as the disquiet that rang softly along his nerves quickened and, by the time he crossed the threshold into the study, swelled into clamorous alarm.

He shoved the office chair out of the way.

Embraced on three sides by the knee space, in the soft folds of his baggy and rumpled suit, Ralph Cottle looked like the meat of a walnut snugged inside its shell.

Even minutes previously, Billy could not have imagined that he would ever be relieved to find a corpse in his house.

He suspected that several pieces of subtle but direct evidence tying him to Cottle had been planted on the man’s body. Even if he took the time for a meticulous inspection of the cadaver, he would surely miss one incriminating bit or another.

The body must be destroyed or buried where it would never be found. Billy had not yet decided how to dispose of it; but even as he coped with the mounting developments of the current crisis, dark corners of his mind were composing gruesome scenarios.

Finding the body as he left it, he also discovered the computer screen aglow and waiting. He had loaded the diskette that he’d found in Cottle’s dead hands, but before he had been able to review its contents, Rosalyn Chan had called to ask if he had just phoned 911.

He rolled the office chair in front of the desk once more. He sat before the computer, tucking his legs under the chair, away from the corpse.

The diskette contained three documents. The first was labeled Why, without a question mark.

When he accessed the document, he found that it was short: Because I, too, am a fisher of men.

Billy read the line three times. He didn’t know what to make of it, but the hook wounds in his brow burned anew.

He recognized the religious reference. Christ had been called a fisher of men.

The easy inference was that the killer might be a religious fanatic who thought he heard divine voices urging him to kill, but easy inferences were usually wrong. Sound inductive reasoning required more than one particular from which to generalize.

Besides, the freak possessed a knack for duplicity, a faculty for obfuscation, a talent for deception, and a genius for carefully crafted enigma. He preferred the oblique to the straightforward, the circuitous to the direct.

Why. Because I, too, am a fisher of men.

The true, full meaning of that statement could not be surmised let alone ascertained in a hundred readings, nor in the limited time that Billy currently could devote to its analysis.

The second document was labeled How. It proved to be no less mysterious than the first: Cruelty, violence, death. Movement, velocity, impact. Flesh, blood, bone.

Although without rhyme or meter, that triad seemed almost to be a stanza of verse. As with the most recondite poetry, the meaning was not on the surface.

Billy had the strange feeling that those three lines were three answers and that if only he knew the questions, he would also know the identity of the killer.

Whether that impression might be reliable intuition or delusion, he had no time just now to consider it. Lanny’s body still awaited final disposition, as did Cottle’s. Billy was half convinced that if he consulted his wristwatch, he would see the minute and hour hands spinning as if they were counting off mere seconds.

The third document on the diskette was labeled When, and as Billy accessed it, the dead man in the knee space seized his foot.

If Billy could have breathed, he would have cried out. By the time the trapped exhalation exploded from his throat, however, he realized that the explanation was less supernatural than it had at first seemed.

The dead man had not seized him; in Billy’s agitation, he had pressed his feet against the corpse. He tucked them under the chair once more.

On the screen, the document labeled When offered a message that required less interpretation than Why and How. My last killing: midnight Thursday. Your suicide: soon thereafter.




Chapter 32


My last killing: midnight Thursday. Your suicide: soon thereafter.

Billy Wiles consulted his wristwatch. A few minutes past noon, Wednesday.

If the freak meant what he said, this performance, or whatever it was, would conclude in thirty-six hours. Hell was eternal, but any hell on earth must be by definition finite.

The reference to a “last” killing did not necessarily mean that only one more murder lay ahead. In the past day and a half, the freak had killed three, and in the day and a half ahead, he might be no less murderous. Cruelty, violence, death. Movement, velocity, impact. Flesh, blood, bone.

Of those nine words in the second document, one struck Billy as more pertinent than the others. Velocity.

The movement had begun when the first note had been left under the windshield wiper on the Explorer. The impact would come with the last killing, the one meant to make him consider suicide.

Meanwhile, at a steadily accelerating pace, new challenges were being thrown at Billy, keeping him off balance. The word velocity seemed to promise him that the longest plunges of this roller coaster were still ahead.

He neither disbelieved the promise of increasing velocity nor dismissed the confident assertion that he would commit suicide.

Suicide was a mortal sin, but Billy knew himself to be a shallow man, weak in some ways, flawed. At this point, he wasn’t capable of self-destruction; but hearts and minds can both be broken.

He had little difficulty imagining what might drive him to such a brink. In fact, no difficulty at all.

Barbara Mandel’s death alone would not drive him to suicide. For almost four years, he had prepared himself for her passing. He had hardened himself to the idea of living without even the hope of her recovery.

The manner of her murder, however, might cause a fatal stress crack in Billy’s mental architecture. In her coma, she might not be aware of much that the killer did to her. Nevertheless, assuming that she would be subjected to pain, to vile abuse, to gross indignities, Billy could imagine a weight of horror so great that he would break under it. This was a man who beat lovely young schoolteachers to death and peeled off women’s faces.

Furthermore, if the freak intended to engineer circumstances in which it would appear that Billy himself had killed not only Giselle Winslow, Lanny, and Ralph Cottle, but also Barbara, then Billy would not want to endure months of being a media sensation or the spotlight of the trial, or the abiding suspicion with which he’d be regarded even if found innocent in a court of law.

The freak killed for pleasure, but also with a purpose and a plan. Whatever the purpose, the plan might be to convince police that Billy committed the homicides leading to Barbara’s murder in her bed at Whispering Pines, that his intent had been to establish that a brutal serial killer was at work in the county, thereby directing suspicion from himself to the nonexistent psychopath.

If the freak was clever—and he would be—the authorities would swallow that theory as if it were a spoonful of vanilla ice cream. After all, in their eyes, Billy had a strong motive to do away with Barbara.

Her medical care was covered by the investment income earned by a seven-million-dollar trust fund established with a legal settlement from the corporation responsible for her coma. Billy was the primary of three trustees who managed the fund.

If Barbara died while in a coma, Billy was the sole heir to her estate.

He did not want the money, none of it, and would not keep it if it came to him. In that sad event, he had always intended to give the millions away.

No one, of course, would believe that was his intention.

Especially not after the freak was finished setting him up, if in fact that’s what the freak was doing.

The call to 911 certainly seemed to signify that intention. It had drawn Billy to the attention of the sheriff’s department in a context that they would remember… and wonder about.

Now Billy combined all three documents and printed them on a single sheet of paper: Because I, too, am a fisher of men. Cruelty, violence, death. Movement, velocity, impact. Flesh, blood, bone. My last killing: midnight Thursday. Your suicide: soon thereafter.

With scissors, Billy trimmed out the block of text, intending to fold it and put it in his wallet, where he would have it for easy review.

As he finished, he realized that this paper appeared identical to that on which he had received the first four messages from the killer. If the diskette in Cottle’s hands had been prepared on this computer, perhaps the first four notes had been composed here as well.

He exited Microsoft Word, and then entered the software again. He called up the directory.

The list of documents was not long. He had used this program solely for writing fiction.

He recognized the key words of the titles of his single novel and of the short stories that he had completed, as well as those of stories never finished. Only one document was unfamiliar to him: Death.

When he loaded that document, he discovered the text of the first four messages from the freak.

He hesitated, remembering procedures. Then he rattled the keys, summoning the date when the document had been first composed, which turned out to be 10:09 A.M. the previous Friday.

Billy had left for work fifteen minutes earlier than usual that day. He had swung by the post office to mail some bills.

The two notes left on his windshield, the one taped over the Explorer’s ignition, and even the one he’d found on his refrigerator this same morning had been prepared on this computer more than three days before the first had been delivered, before the nightmare had begun Monday evening.

If Lanny had not destroyed the first two notes to save his job, if Billy had offered them to the police as evidence, sooner or later the authorities would have checked this computer. They would have reached the inescapable conclusion that Billy himself had written the notes.

The freak had prepared for all contingencies. He was nothing if not thorough. And he had been confident his script would play out as he had intended.

Billy deleted the document titled Death, which might still be used as evidence against him, depending on how events unfolded from here on.

He suspected that deleting it from the directory did not remove it from the hard disk. He would have to find a way to ask someone who was a computer maven.

When he shut down the computer, he realized that he had still not heard the patrol-car engines start up.




Chapter 33


Peeling the shade aside at a study window, Billy discovered the driveway empty in the streaming sunshine. He had become so absorbed with the diskette that he had not heard the car engines start. The sergeants had gone.

He had expected to discover another challenge on the diskette: a choice between two innocent victims, a short deadline for making a decision.

No doubt another one would come soon, but for now he was free to deal with other urgent business. He had plenty of it.

He went to the garage and returned with a length of rope and one of the polyurethane drop cloths with which he covered furniture when he had repainted the interior of the house in the spring. He unfolded this tarp on the study floor in front of the desk.

After wrestling Cottle’s body out of the knee space and dragging it around the desk, he rolled it onto the drop cloth.

The prospect of turning out the dead man’s pockets disgusted him. He got on with it, anyway.

Billy wasn’t looking for planted evidence that would incriminate him. If the freak had salted the corpse, he had been subtle about it; Billy would not find everything.

Besides, he intended to dispose of the body in a place where it would never be found. For that reason, he was unconcerned about leaving fingerprints on the plastic sheeting.

The suit coat had two inner pockets. In the first, Cottle had kept the pint of whiskey that he had spilled. From the second, Billy extracted a pint of rum, and returned it.

In the two outer pockets of the coat were cigarettes, a cheap butane lighter, and a roll of butterscotch Life Savers. In the front pants pockets, he found sixty-seven cents in coins, a deck of playing cards, and a whistle in the form of a plastic canary.

Cottle’s wallet contained six one-dollar bills, a five, and fourteen ten-dollar bills. These last must have come from the freak. Ten dollars for each year of your innocence, Mr. Wiles.

Basically frugal, Billy didn’t want to bury the money with the body. He considered dropping it in the poor box at the church where he had parked—and been assaulted—the previous night.

Squeamishness trumped frugality. Billy left the money in the wallet. As dead pharaohs had been sent to the Other Side with salt, grain, wine, gold, and euthanized servants, so Ralph Cottle would travel across the Styx with spending money.

Among the few other items in the wallet were two of interest, the first a worn and creased snapshot of Cottle as a young man. He looked handsome, virile, radically different from the beaten man of his later years but recognizable. With him was a lovely young woman. They were smiling. They looked happy.

The second item was a 1983 membership card in the American Society of Skeptics. Ralph Thurman Cottle, member since 1978.

Billy kept the snapshot and the membership card and returned everything else to Cottle’s hip pocket.

He rolled the cadaver tightly in the tarp. He folded the ends down and secured the bundle with yards of strapping tape.

His expectation had been that, inside multiple layers of opaque polyurethane, the body might pass for a rug wrapped in protective plastic. It looked like a corpse in a tarp.

Using the rope, he fashioned a tightly knotted handle to one end of the packaged cadaver, by which it could be dragged.

He did not intend to dispose of Cottle until after dark. The cargo space in his Explorer was encircled by windows. SUV’s were useful vehicles, but if you were going to be transporting corpses in broad daylight, you better have a car with a roomy trunk.

Because he’d begun to feel that his house was being as freely traveled as a public bus terminal, Billy hauled the body out of the study, to the living room, where he left it behind the sofa. It could not be seen from the front door or from the doorway to the kitchen.

At the kitchen sink, he vigorously scrubbed his hands with multiple applications of liquid soap, in near-scalding water.

Then he made a ham sandwich. Ravenous, he wondered how he could have an appetite after the gruesome business he had just concluded.

He would not have thought that his will to survive had remained this strong during his years of retreat. He wondered what other qualities, good and bad, he would rediscover or discover in himself during the thirty-six hours ahead. There is one who remembers the way to your door: Life you may evade, but Death you shall not.




Chapter 34


As Billy finished the ham sandwich, the telephone rang.

He didn’t want to answer it. He didn’t receive a lot of calls from friends, and Lanny was dead. He knew who this must be. Enough was enough.

On the twelfth ring, he pushed his chair back from the table.

The freak had never said anything on the phone. He didn’t want to reveal his voice. He would do nothing but listen to Billy in mocking silence.

On the sixteenth ring, Billy got up from the table.

These calls had no purpose but to intimidate. Taking them made no sense.

Billy stood by the phone, staring at it. On the twenty-sixth ring, he lifted the handset.

The digital readout revealed ho caller ID.

Billy didn’t say hello. He listened.

After a few seconds of silence on the other end, a mechanical click was followed by a hiss. Pops and scratches punctuated the hiss: the sound of blank audio tape passing over a playback head.

When the words came, they were in a series of voices, some men, some women. No individual spoke more than three words, often just one.

Judging by the inconstant volume levels and other tells, the freak had constructed the message by sampling existing audio, perhaps books on tape by different readers. “I will… kill a… pretty redhead. If you… say… waste the bitch… I will… kill… her… quickly. Otherwise… she will… suffer… much… torture. You… have… one minute… to… say… waste the bitch. The choice… is… yours.”

Again, the hiss and pop and scratch of blank tape…

The conundrum had been perfectly constructed. It allowed an evasive man no room for further evasion.

Previously, Billy had been morally co-opted only to the extent that the choice of the victims had been made because of his inaction, and in Cottle’s case because of the refusal to act.

In the choice between a lovely schoolteacher and a charitable old woman, the deaths seemed equally tragic unless you were biased toward the beautiful and against the aged. Making an active decision resulted in neither less nor greater tragedy than did inaction.

When the possible victims had been an unmarried man “who won’t much be missed by the world” or a young mother of two, the greater tragedy had seemed to be the death of the mother. In that case, the choice had been constructed so that Billy’s failure to go to the police ensured the mother’s survival, rewarding inaction and playing to his weakness.

Once again, he was being asked to choose between two evils, and thereby become the freak’s collaborator. But this time, inaction was not a viable option. By saying nothing, he would be sentencing the redhead to torture, to a protracted and hideous death. By responding, he would be granting her a degree of mercy.

He could not save her.

In either case, death.

But one death would be cleaner than the other.

The running audio tape produced two more words: “dis… thirty seconds…”

Billy felt as though he couldn’t breathe, but he could. He felt as though he would choke if he tried to swallow, but he didn’t choke. “… fifteen seconds…”

His mouth was dry. His tongue grew thick. He didn’t believe that he could speak, but he did: “Waste the bitch.”

The freak hung up. So did Billy.

Collaborators.

The masticated ham and the bread and the mayonnaise turned in his stomach.

If he had suspected that the freak might actually communicate by telephone, he could have been prepared to record the message. Too late.

Such a recording of a recording wouldn’t be persuasive to the cops, anyway, unless the body of a redhead turned up. And if such a corpse was found, planted evidence would most likely tie it to Billy.

The air conditioner worked well, yet the kitchen air seemed to be sweltering, stifling, and it cloyed in his throat, and lay heavy in his lungs. Waste the bitch.

Without any memory of having left the house, Billy found himself descending the back-porch steps. He didn’t know where he was going.

He sat on the steps.

He stared at the sky, at the trees, at the backyard.

He looked at his hands. He didn’t recognize them.




Chapter 35


He left town by a circuitous route and saw no one following. With no corpse burrito in the Explorer, Billy risked exceeding the speed limit most of the way to the southern end of the county. A hot wind quarreled at the broken-out window in the driver’s door as he crossed the Napa city limits at 1:52 P.M. Napa is a quaint, rather picturesque town, for the most part naturally so, not by dint of politicians and corporations conspiring to reconceive it as a theme park on the model of Disneyland, a fate of many places in California. Harry Avarkian, Billy’s attorney, had offices downtown, not far from the courthouse, on a street lined with ancient olive trees. He was expecting Billy and greeted him with a bear hug. Fiftyish, tall and solid, avuncular, with a rubbery face and quick smile, Harry looked like the spokesman for a miracle hair restorer. He had a head of wiry black hair so thick that it looked as though a barber might have to tend to it daily, a walrus mustache, and such a thatch of crisp black hairs on the backs of his big hands that he looked as if he might be prone to hibernate in winter.

He worked at an antique partner’s desk, so that when Billy sat opposite him, the relationship didn’t seem like that of attorney and client but like that of friends engaged in a business enterprise.

After the usual how-ya-beens and talk of the heat, Harry said, “So what’s so important that we couldn’t do it by phone?”

“It’s not that I didn’t want to talk on the phone,” Billy lied. The rest was true enough: “I had to come down here for a couple other things, so I figured I might as well sit down with you in person and ask about what’s troubling me.”

“So hit me with your questions, and let’s see if I know any damn thing about the law.”

“It’s about the trust fund that takes care of Barbara.” Harry Avarkian and Gi Minh “George” Nguyen, Billy’s accountant, were the other two trustees on the three-member board.

“Just two days ago, I reviewed the second quarter’s financial statement,” Harry said. “Return was fourteen percent. Excellent in this market. Even after Barbara’s expenses, the principal is growing steadily.”

“We’re smartly invested,” Billy agreed. “But I’m lying awake at night worrying is there a way anyone could get at the pot?”

“The pot? You mean Barbara’s money? If you’ve got to worry about something, worry about an asteroid hitting the earth.”

“I worry. I can’t help it.”

“Billy, I drew up those trust documents, and they’re tighter than a gnat’s ass. Besides, with you guarding the vault for her, nobody’s going to pinch a nickel.”

“I mean if something happens to me.”

“You’re only thirty-four. From my perspective, you’re barely past puberty.”

“Mozart died younger than thirty-four.”

“This isn’t the eighteenth century, and you don’t even play the piano,” Harry said, “so the comparison makes no sense.” He frowned. “Are you sick or something?”

“I’ve felt better,” Billy admitted.

“What’s that patch on your forehead?”

Billy gave him the story about a knothole in a walnut plank. “It’s nothing serious.”

“You’re pale for summer.”

“I haven’t been fishing much. Look, Harry, I don’t have cancer or anything, but a truck could always hit me.”

“Have they been after you lately, these trucks? Have you had to dodge a few? Since when were you baptized a pessimist?”

“What about Dardre?”

Dardre was Barbara’s sister. They were twins, but fraternal, not identical. They looked nothing alike, and were radically different people, as well.

“The court not only pulled her plug,” Harry said, “they cut it off and took out her batteries.”

“I know, but—”

“She’s an Energizer Bunny of Evil, all right, but she’s as much history as the Lebne and string cheese I ate for lunch a week ago.”

Barbara and Dardre’s mother, Cicily, had been a drug addict. She had never identified their father, and on their birth certificates, the twins had their mother’s maiden name.

Cicily wound up in a psychiatric ward when the girls were two, and they were removed from their mother’s custody and placed in a foster home. Cicily died eleven months later.

Until they were five, the sisters had been shuffled through the same series of foster homes. Thereafter they were separated.

Barbara had never seen Dardre again. In fact when, at the age of twenty-one, she tracked down and tried to reestablish a relationship with her sister, she had been rebuffed.

While not as self-destructive as Cicily, Dardre had acquired her mother’s taste for illegal chemical compounds and the party life. She found her clean-and-sober sibling to be boring and uncool.

Eight years later, after extensive media attention to the case, when the insurance company settled millions on Barbara to pay for her long-term care, Dardre developed a deep emotional attachment to her sister. As Barbara’s only known blood relative, she had brought legal action to be declared sole trustee.

Fortunately, at good Harry’s urging, immediately following their engagement, Billy and Barbara had drawn and signed, in this office, simple wills naming each other as heirs and executors.

Dardre’s history, tactics, and unconcealed avarice had earned her the judge’s scorn. Her action had been dismissed with prejudice.

She had tried to get another court to reinstate her case. She had not been successful. They hadn’t heard from her in two years.

Now Billy said, “But if I died—”

“You’ve selected contingent trustees to replace you. If you’re run down by a truck, one of them will.”

“I understand. Nevertheless—”

“If you and I and George Nguyen are run down by trucks,” Harry said, “in fact if each of us is run down by three trucks, willing candidates for trustees, acceptable to the court, are standing by and ready to take over. Until they could be installed, day-today trust affairs would be in the hands of a bonded trust-management firm.”

“You’ve thought of everything.”

His massive mustache lifting with his smile, Harry said, “Of all my accomplishments, I’m proudest of never having yet been disbarred.”

“But if anything happened to me—”

“You’re making me nuts.”

“—is there anyone besides Dardre that we should worry about?”

“Like who?”

“Anyone.”

“No.”

“You’re sure?”

“Yes.”

“No one who could take Barbara’s money?”

Leaning forward, arms on his desk, Harry said, “What’s this all about?”

Billy shrugged. “I don’t know. Lately I’ve just been… spooked.”

After a silence, Harry said, “Maybe it’s time for you to get a life again.”

“I’ve got a life,” Billy said, his voice too sharp considering that Harry was a friend and a decent guy.

“You can look after Barbara, be faithful to her memory, and still have a life.”

“She’s not just a memory. She’s alive. Harry, you’re the last person I want to have to punch in the mouth.”

Harry sighed. “You’re right. No one can tell you what your heart should feel.”

“Hell, Harry, I’d never punch you in the mouth.”

“Did I look scared?”

Laughing softly, Billy said, “You looked you. You looked like a Muppet.”

The graceful shadows of sunlit olive trees moved on the window glass, and in the room.

After a silence, Harry Avarkian said, “There are cases in which people have come out of a botulism coma with most of their faculties intact.”

“They’re rare,” Billy acknowledged.

“Rare isn’t the same as never.”

“I try to be realistic, but I don’t really want to be.”

“I used to like vichyssoise,” Harry said. “Now if I even happen to see it on a shelf in a supermarket, I get sick to my stomach.”

While Billy had been working at the tavern one Saturday, Barbara had opened a can of soup for dinner. Vichyssoise. She made a grilled-cheese sandwich as well.

When she didn’t answer her phone Sunday morning, he went to her apartment, let himself in with his key. He found her unconscious on the bathroom floor.

At the hospital she had been treated with antitoxin promptly enough to spare her from death. And now she slept. And slept.

Until she woke, if she woke, the extent of brain damage could not accurately be determined.

The manufacturer of the soup, a reputable company, instantly pulled an entire run of vichyssoise off store shelves. Out of more than three thousand cans, only six were found to be contaminated.

None of the six showed telltale signs of swelling; therefore, in a way, Barbara’s suffering had spared at least six other people from a similar fate.

Billy never managed to find any comfort in that fact.

“She’s a lovely woman,” Harry said.

“She’s pale and thin, but she’s still beautiful to me,” Billy said. “And inside somewhere, she’s alive. She says things. I’ve told you. She’s alive in there, and thinking.”

He watched the olive-tree shadows projected onto the desk by the lens of the window.

He did not look at Harry. He didn’t want to see the pity in the attorney’s eyes.

After a while, Harry talked about the weather some more, and then Billy said, “Did you hear, at Princeton—or maybe it’s Harvard—scientists are trying to make a pig with a human brain?”

“They’re doing crap like that everywhere,” Harry said. “They never learn. The smarter they are, the dumber they get.”

“The horror of it.”

“They don’t see the horror. Just the glory and the money.”

“I don’t see the glory.”

“What glory could anyone have seen in Auschwitz? But some did.”

Following a mutual silence, Billy met Harry’s eyes. “Do I know how to cheer up a room, or what?”

“I haven’t laughed so hard since Abbott and Costello.”




Chapter 36


At an electronics store in Napa, Billy bought a compact video camera and recorder. The equipment could be used in the usual fashion or could be set instead to compile a continuous series of snapshots taken at intervals of a few seconds.

In its second mode, loaded with the proper custom disk, the system was able to provide week-long recorded surveillance similar to that in the average convenience store.

Considering that the Explorer’s broken window didn’t allow him to lock any valuables in the vehicle, he paid for his purchases and arranged to return for them in half an hour.

From the electronics store, he went in search of a newspaper-vending machine. He found one in front of a pharmacy.

The lead story concerned Giselle Winslow. The schoolteacher had been murdered in the early hours of Tuesday morning, but her body had not been found until late Tuesday afternoon, less than twenty-four hours previously.

The picture of her in the newspaper was different from the one tucked in the book on Lanny Olsen’s lap, but they were photos of the same attractive woman.

Carrying the newspaper, Billy walked to the main branch of the county library. He had a computer at home but no longer had Internet access; the library offered both.

He was alone at the cluster of work stations. Other patrons were at reading tables and prowling the stacks. Maybe the embrace of “book alternatives” wasn’t turning out to be the future of libraries, after all.

When he’d been writing fiction, he had used the Worldwide Web for research. Later, it had provided distraction, escape. In the past two years, he hadn’t surfed the Web at all.

Meanwhile, things had changed. Access was faster. Searches were faster, too, and easier.

Billy typed in a search string. When he got no hits, he modified the string, then modified it again.

Drinking-age laws varied state by state. In many jurisdictions, Steve Zillis hadn’t been old enough to tend bar until he was twenty-one, so Billy dropped bartender from the search string.

Steve had been working at the tavern only five months. He and Billy had never swapped biographies.

Billy vaguely recalled that Steve had gone to college. He could not remember where. He added student to the string.

Perhaps the word murder was too limiting. He replaced it with foul play.

He got one hit. From the Denver Post.

The story dated back five years and eight months. Although Billy warned himself not to read into this discovery more than it actually contained, the information struck him as relevant.

That November, at the University of Colorado at Denver, a coed named Judith Sarah Kesselman, eighteen, had gone missing. Initially, at least, there were no signs of foul play.

In what appeared to be the first newspaper piece about the missing young woman, another UCD student, Steven Zillis, nineteen, was quoted as saying that Judith was “a wonderful girl, compassionate and concerned, a friend to everyone.” He worried because “Judi is too responsible to just go off for a couple days without telling anyone her plans.”

Another search string related to Judith Sarah Kesselman produced scores of hits. Billy steeled himself for the discovery that her dead body had been found without a face.

He went through the articles, reading closely at first. As the material became repetitive, he scanned.

Friends, relatives, and professors of Judith Kesselman were often quoted. Steven Zillis was not mentioned again.

Judging by the wealth of material available to Billy, no trace of Judith had ever been found. She vanished as completely as if she had stepped out of this universe into another.

The frequency of newspaper coverage declined steadily through Christmas of that year. It dropped sharply with the new year.

The media favors dead bodies over missing ones, blood over mystery. There is always new and exciting violence.

The last piece was dated on the fifth anniversary of Judith’s disappearance. Her hometown was Laguna Beach, California, and the article appeared in the Orange County Register.

A columnist, sympathetic to the Kesselman family’s unresolved grief, wrote movingly about their enduring hope that Judith was still alive. Somehow. Somewhere. And one day coming home.

She had been a music major. She played piano well, and guitar. She liked gospel music. And dogs. And long walks on the beach.

The press had been provided two photos of her. In both she looked impish, amused, and gentle.

Although Billy had never known Judith Kesselman, he could not bear the promise of her fresh face. He avoided looking at her photos.

He printed selected articles for review later. He folded them inside the newspaper that he’d gotten from the vending machine.

As he was leaving the library, passing the reading tables, a man said, “Billy Wiles. Long time no see.”

In a chair at one of the tables, smiling broadly, sat Sheriff John Palmer.




Chapter 37


Although he wore his uniform, without hat, the sheriff less resembled an officer of the law than he did a politician. Because his was an elected position, he was in fact both cop and pol.

Barbered to the point of affectation, shaved as smooth as a glass peach, teeth veneered to white perfection, features suitable for a Roman coin, he looked ten years younger than he was—and ready for the cameras.

Although Palmer sat at a reading table, neither a magazine nor a newspaper, nor a book, lay in front of him. He looked like he knew everything already.

Palmer did not get up. Billy remained standing.

“How’re things up in Vineyard Hills?” Palmer asked.

“Lots of vineyards and hills,” Billy said.

“You still tending bar?”

“There’s always a need. It’s the third oldest profession.”

“What’s second, after whores?” Palmer asked.

“Politicians.”

The sheriff seemed to be amused. “Are you writing these days?”

“A little,” Billy lied.

One of his published short stories had featured a character who was a thinly veiled portrait of John Palmer.

“Doing some research for your writing?” Palmer asked.

From where the sheriff sat, he had a direct view of the computer at which Billy had been working, although not of its screen.

Maybe Palmer had a way of finding out what Billy had been doing at the work station. A public computer might keep a record of a user’s keystrokes.

No. Probably not. Besides, there were privacy laws.

“Yeah,” Billy said. “Some research.”

“Deputy of mine saw you parking in front of Harry Avarkian’s office.”

Billy said nothing.

“Three minutes after you left Harry’s, the time on your parking meter ran out.”

That might be true.

Palmer said, “I put two quarters in for you.”

“Thanks.”

“The window’s busted out of your driver’s door.”

“A little accident,” Billy said.

“It’s not a code violation, but you ought to get it fixed.”

“I’ve got an appointment on Friday,” Billy lied.

“This doesn’t bother you, does it?” the sheriff asked.

“What?”

“You and me talking like this.” Palmer surveyed the library. No one was close to them. “Just the two of us.”

“It doesn’t bother me,” Billy said.

He had every right and reason to walk away. Instead he stayed, determined not to give even the appearance of intimidation.

Twenty years ago, as a fourteen-year-old boy, Billy Wiles had endured interrogations conducted in such a way that they should have destroyed John Palmer’s law-enforcement career.

Instead, Palmer had been promoted from lieutenant to captain, later to chief. Eventually he had campaigned for the office of sheriff and had been elected. Twice.

Harry Avarkian had a succinct explanation for Palmer’s ascent and claimed that he had heard it from deputies in the department: Shit floats.

“How’s Miss Mandel these days?” Palmer asked.

“The same.”

He wondered if Palmer knew about the 911 call. Napolitino and Sobieski had no reason to file a report on it, especially since it had been a false alarm.

Besides, the two sergeants worked out of the St. Helena substation. While Sheriff Palmer toured throughout his jurisdiction, his office was here in the county seat.

“What a sad thing that was,” Palmer said.

Billy did not reply.

“At least for the rest of her life, she’ll get the best care, with all that money.”

“She’s going to get well. She’ll come out of it.”

“Do you really think so?”

“Yes.”

“All that money—I hope you’re right.”

“I am.”

“She ought to have a chance to enjoy all that money.”

Stone-faced, Billy gave no slightest sign that he understood Palmer’s pointed implication.

Yawning, stretching, so relaxed and casual in his chair, Palmer probably saw himself as a cat toying with a mouse. “Well, people are going to be happy to hear that you’re not burnt out, that you’re writing a little.”

“What people?”

“People who like your writing, of course.”

“Do you know any of them?”

Palmer shrugged. “I don’t move in those circles. But I’m pretty sure about one thing…”

Because the sheriff wanted to be asked What?, Billy didn’t ask.

Off Billy’s silence, Palmer said, “I’m pretty sure your mom and dad would be so proud.”

Billy walked away from him and out of the library.

After the air conditioning, the summer heat assaulted him. He felt as though he were suffocating when he inhaled, as if strangling when he exhaled. Or maybe it wasn’t the heat, but the past.




Chapter 38


Speeding north on Route 29, out of sun and into sun, with the famous and fertile valley narrowing imperceptibly at first and then perceptibly, Billy worried about protecting Barbara.

The trust fund could hire around-the-clock security for the duration, until Billy found the freak or until the freak finished him. Money was no issue.

But this wasn’t a big city. The phone book didn’t contain page after page of ads for private-security firms.

Explaining to the guards why they were needed would be risky. The whole truth would tie Billy to three murders for which he was most likely being set up to take the fall.

If he withheld too much of the truth, the guards wouldn’t know what they were up against. He would be jeopardizing their lives.

Besides, most security guards around these parts were former police officers or current cops who were moonlighting on their off hours. Many of them had worked—or still did work—for or with John Palmer.

Billy didn’t want Palmer hearing about Barbara being watched over by hired bodyguards. The sheriff would wonder. He would have questions.

After a few years during which he had stayed under Palmer’s radar, he was now on the scope again. He dared not draw more attention to himself.

He couldn’t ask friends to help him stand watch over Barbara. They would be at great risk.

Anyway, he didn’t have close friends whom he’d be comfortable approaching. The people in his life were largely acquaintances.

He had managed things that way. There is no life that is not in community. He knew this. He knew. Yet he had done no proper sowing and now had no harvest.

The wind at the broken window spoke chaos to him.

In the hours of Barbara’s greatest danger, he alone would have to protect her. If he could.

She deserved better than him. With his history, no one in need of a guardian would turn to him first, or second, or at all. My last killing: midnight Thursday.

If Billy read the freak correctly—and he was all but certain that he did—Barbara’s murder would be the climax on which the curtain of this cruel “performance” would be rung. Your suicide: soon thereafter.

Tomorrow evening, long before midnight, he would station himself at her bedside.

This evening, he could not be with her. The urgent tasks on his agenda would probably keep him busy until dawn.

If he was wrong, if her murder was to be a second-act surprise, this sunny valley, for him, would become henceforth as dark as the vacant interstellar spaces.

Driving faster, borne forward by a longing for redemption, with sunlight slanting from his left and with the valley’s great monument, Mount St. Helena, ahead and seeming never to grow nearer, Billy used his cell phone to call Whispering Pines, pressing 1 and holding to speed dial.

Because Barbara had a private room with an attached half-bath, the usual visiting-hour rules did not apply. With advance approval, a family member might even stay overnight.

He hoped to stop at Whispering Pines on his way home and arrange to stay with Barbara from Thursday evening at least through Friday morning. He had conceived a cover story that might be accepted without suspicion.

The receptionist who answered his call informed him that Mrs. Norlee, the manager, would be in meetings until five-thirty but would be able to see him then. He took the appointment.

Shortly before four o’clock, he arrived home, half expecting to see patrol cars, a coroner’s van, county deputies in number, and Sergeant Napolitino on the front porch, standing over a rocking chair in which Ralph Cottle’s corpse sat, unwrapped. But all was quiet.

Instead of using the garage, Billy parked in the driveway, toward the back of the house.

He went inside and searched every room. He found no indications of an intruder having been here during his absence.

The corpse still lay cocooned behind the sofa.




Chapter 39


Above the microwave oven, behind a pair of cabinet doors, a deep space contained baking sheets, two perforated pizza pans, and other narrow items stored vertically. Billy took the pans out—and the removable rack in which they stood—and put them in the pantry.

At the back of the now empty space was an electric outlet with two receptacles. A plug filled the bottom receptacle, and the cord disappeared through a cut-out in the rear wall of the cabinet.

The plug powered the microwave. Billy pulled it.

Standing on a stepladder, using a power drill, he bored a hole in the floor of the upper cabinet, through the ceiling of the oven. This ruined the microwave. He didn’t care.

He used the drill bit as if it were a power file, simultaneously drawing it around the perimeter of the bore and pumping it up and down, widening the hole. The noise was horrendous.

A faint smell of scorched insulation arose, but he completed the job before the frictional heat grew to be a problem.

He cleaned the debris out of the microwave. He put the video-cam inside.

After inserting the output jack of a video-transmission cable into the camera, he shoved the other end through the hole that he had drilled in the ceiling of the oven. He did the same with a pronged-at-both-ends power cord.

In the cabinet that previously held baking pans, Billy placed the video-disk recorder. Following printed instructions, he jacked the free end of the transmission cable into the recorder.

He plugged the camera power cord into the upper receptacle in the outlet at the back of the cabinet. The recorder took the lower receptacle into which the microwave had been plugged.

He loaded a seven-day disk. He set the system per instructions and switched it on.

When he closed the door of the microwave oven, the inner surface of the view window pressed against the rubber rim of the camera’s lens hood. The videocam was aimed across the kitchen at the back door.

With the oven light off, Billy could see the camera inside only if he put his face very close to the view window. The freak would not discover it unless he decided to make microwave popcorn.

Because the window contained a fine screen laminated between layers of glass, Billy didn’t know if the camera would have a clear view. He needed to test it.

The pleated shades were drawn over all the kitchen windows. He raised them, and he turned on the overhead lights.

He stood just inside the back door for a moment. Then he crossed the room at an unhurried pace.

The recorder featured a mini screen for quick review. When Billy climbed the stepladder and replayed the time-lapse recording, he saw a darkish figure. As it crossed the room, resolution improved, and he could recognize himself.

He did not like watching himself, Ashen, sullen, and uncertain, full of determined action but with halting purpose.

In fairness to himself, the image was black-and-white, and a little grainy. His apparent lurch was merely the effect of time-lapse recording.

Allowing for all of that, he still saw an unconvincing figure: shape and shading, but no more substance than an apparition. He appeared to be a stranger in his own home.

He reset the machine. He closed the cabinet doors and put away the stepladder.

In the bathroom, he changed the dressing on his brow. The hook wounds were angry red, but no worse than before.

He changed into a black T-shirt, black jeans, black Rockports. Sunset was less than four hours away, and when twilight passed, Billy would need to move as inconspicuously as possible in a hostile night.




Chapter 40


Gretchen Norlee favored severe dark suits, wore no jewelry, combed her hair straight back from her forehead, regarded the world through steel-framed eyeglasses—and decorated her office with plush toys. A teddy bear, a toad, a duck, a Knuffle Bunny, and a midnight-blue kitten were arranged on shelves in a collection that consisted primarily of dogs that greeted visitors with a brightness of unfurled pink- and red-velvet tongues.

Gretchen managed the 102-2ed Whispering Pines Convalescent Home with military efficiency and maximum compassion. Her warm manner belied the gruffness of her hard-edged voice.

She embodied no greater contradictions than any person who found temporary balance in this most temporary world. Hers were just more immediately visible, and more endearing.

Leaving her desk to signal that she viewed this as a personal consideration rather than as a business matter, Gretchen sat in a wingback chair catercorner to the chair in which Billy sat.

She said, “Because Barbara occupies a private room, she may have company outside normal visiting hours without inconveniencing other patients. I see no problem, though family usually stay overnight only when a patient has just returned from a hospital transfer.”

Although Gretchen had too much class to express her curiosity directly, Billy felt obliged to satisfy it with an explanation, even though every word he told her was a lie.

“My Bible-study group has been discussing what scripture says about the power of prayer.”

“So you’re in a Bible-study group,” she said as if intrigued, as if he was not a man whom she could easily picture in such a pious pursuit.

“There was a major medical study that showed when friends and relatives actively pray for a sick loved one, the patient more often recovers, and recovers more quickly.”

That controversial study had provided gas to inflate barroom debates when it had hit the newspapers. Recollection of all that boozy blather, not an earnest Bible-study group, had inspired Billy to concoct this cover story.

“I think I remember reading about it,” Gretchen Norlee said.

“Of course I pray for Barbara every day.”

“Of course.”

“But I’ve come to see that prayer is more meaningful when it involves some sacrifice.”

“Sacrifice,” she said thoughtfully.

He smiled. “I don’t mean to slaughter a lamb.”

“Ah. That will please the janitorial staff.”

“But a prayer before bed, however sincere, is no inconvenience.”

“I see your point.”

“Surely prayer will be more meaningful and effective if it comes at some personal cost—like at least the loss of a night’s sleep.”

“I’ve never thought of it that way,” she said.

“From time to time,” Billy said, “I’d like to sit with her all night in prayer. If it doesn’t help her, it’ll at least help me.”

Listening to himself, he thought that he sounded as phony as a TV evangelist proclaiming the virtue of abstinence upon being caught naked with a hooker in the back of his limo.

Evidently, Gretchen Norlee heard him differently from how he heard himself. Behind her steel-rimmed spectacles, her eyes were moist with sympathy.

His newfound slickness dismayed Billy, and worried him. When a liar became too skilled at deception, he could lose the ability to discern truth, and could himself be more easily deceived.

He expected there might be a price for playing a nice woman like Gretchen Norlee for a fool, as there was a price for everything.




Chapter 41


As Billy followed the main hall toward Barbara’s room in the west wing, Dr. Jordan Ferrier, her physician, exited the room of another patient. They almost collided.

“Billy!”

“Hello, Dr. Ferrier.”

“Billy, Billy, Billy.”

“I sense a lecture coming on.”

“You’ve been avoiding me.”

“I’ve tried my best,” Billy admitted.

Dr. Ferrier looked younger than forty-two. He was sandy-haired, green-eyed, perpetually cheerful, and a dedicated salesman for death.

“We’re weeks overdue for our semiannual review.”

“The semiannual review is your idea. I’m very happy with a once-every-decade review.”

“Let’s go see Barbara.”

“No,” Billy said. “I won’t talk about this in front of her.”

“All right.” Taking Billy by the arm, Dr. Ferrier steered him to the lounge where the staff took their breaks.

They were alone in the room. Vending machines for snacks and soft drinks hummed, ready to dispense high-calorie, high-fat, high-caffeine treats to medical workers who knew the consequences of their cravings but had the good sense to cut themselves some slack.

Ferrier drew a white plastic chair away from an orange Formica table. When Billy didn’t follow suit, the doctor sighed, pushed the chair under the table, and remained on his feet.

“Three weeks ago I completed an evaluation of Barbara.”

“I complete one every day.”

“I’m not your enemy, Billy.”

“It’s hard to tell around this time of the year.”

Ferrier was a hard-working physician, intelligent, talented, and well-meaning. Unfortunately, the university that turned him out had infected him with what they called “utilitarian ethics.”

“She’s gotten no better,” said Dr. Ferrier.

“She’s gotten no worse, either.”

“Any chance of her regaining high cognitive function—”

“Sometimes she talks,” Billy interrupted. “You know she does.”

“Does she ever make sense? Is she coherent?”

“Once in a while,” Billy said.

“Give me an example.”

“I can’t, offhand. I’d have to check my notebooks.”

Ferrier had soulful eyes. He knew how to use them. “She was a wonderful woman, Billy. No one but you had more respect for her than I did. But now she has no meaningful quality of life.”

“To me, it’s very meaningful.”

“You’re not the one suffering. She is.”

“She doesn’t seem to be suffering,” Billy said.

“We can’t really know for sure, can we?”

“Exactly.”

Barbara had liked Ferrier. That was one reason Billy did not replace him.

On some deep level she might perceive what was happening around her. In that event, she might feel safer knowing she was being cared for by Ferrier instead of by a strange doctor whom she’d never met.

Sometimes this irony was a grinding wheel that sharpened Billy’s sense of injustice to a razor’s edge.

Had she known about Ferrier’s bioethics infection, had she known that he believed he possessed the wisdom and the right to determine whether a Down’s Syndrome baby or a handicapped child, or a comatose woman, enjoyed a quality of life worth living, she might have changed physicians. But she had not known.

“She was such a vibrant, involved person,” Ferrier said. “She wouldn’t want to just hang on like this, year after year.”

“She’s not just hanging on,” Billy said. “She’s not lost at the bottom of a sea. She’s floating near the surface. She’s right there.”

“I understand your pain, Billy. Believe me, I do. But you don’t have the medical knowledge to assess her condition. She’s not right there. She never will be.”

“I remember something she said just the other day. ‘I want to know what it says… the sea, what it is that it keeps on saying.’”

Ferrier regarded him with equal measures of tenderness and frustration. “That’s your best example of coherence?”

“ ‘First do no harm,’” Billy said.

“Harm is done to other patients when we spend limited resources on hopeless cases.”

“She’s not hopeless. She laughs sometimes. She’s right there, and she’s got plenty of resources.”

“Which could do so much good if properly applied.”

“I don’t want the money.”

“I know. You’re not the kind of guy who could ever spend a dime of it on yourself. But you could direct those resources to people who have a greater potential for an acceptable quality of life than she does, people who would be more likely to be helped.”

Billy tolerated Ferrier also because the physician had been so effective in pre-trial depositions that the maker of the vichyssoise had chosen to settle long before getting near a courtroom.

“I’m only thinking of Barbara,” Ferrier continued. “If I were in her condition, I wouldn’t want to lie there like that, year after year.”

“And I would respect your wishes,” Billy said. “But we don’t know what her wishes are.”

“Letting her go doesn’t require active steps,” Ferrier reminded him. “We need only be passive. Remove the feeding tube.”

In her coma, Barbara had no reliable gag reflex and could not properly swallow. Food would end up in her lungs.

“Remove the feeding tube and let nature take its course.”

“Starvation.”

“Just nature.”

Billy kept her in Ferrier’s care also because the physician was straightforward about his belief in utilitarian bioethics. Another doctor might believe the same but conceal it… and fancy himself an angel—or agent—of mercy.

Twice a year, Ferrier would make this argument, but he would not act without Billy’s approval.

“No,” Billy said. “No. We won’t do that. We’ll go on just the way we have been going.”

“Four years is such a long time.”

Billy said, “Death is longer.”




Chapter 42


Six o’clock sun on the vineyards filled the window with summer, life, and bounty.

Beneath her pale lids, Barbara Mandel’s eyes followed the action of vivid dreams.

Sitting on the barstool by her bedside, Billy said, “I saw Harry today. He still smiles when he remembers you called him a Muppet. He says his greatest achievement is never having been disbarred.”

He didn’t tell her anything else about his day. The rest of it would not have lifted her spirits.

From the standpoint of defense, the two weak points of the room were the door to the hallway and the window. The adjoining bathroom was windowless.

The window featured a blind and a latch. The door could not be locked.

Like every hospital bed, Barbara’s had wheels. Thursday evening, as midnight approached, Billy could roll her out of here, where the killer expected to find her, and put her in another room, somewhere safer.

She wasn’t tethered to life-support systems or to monitors. Her food supply and pump hung from a rack fixed to the bed frame.

From the nurses’ station at midpoint of the long main corridor, no one could see around the corner to this west-wing room. With luck, he might be able to move Barbara at the penultimate moment without being seen, then return here to wait for the freak.

Assuming it came to that crisis point. Which was a safe if not happy assumption.

He left Barbara alone and walked the west wing, glancing in the rooms of other patients, checking a supply closet, a bathing chamber, reviewing possibilities.

When he returned to her room, she was talking: “… soaked in water… smothered in mud… lamed by stones…”

Her words suggested a bad dream, but her tone of voice did not. She spoke softly and as if enchanted.

“… cut by flints… stung by nettles… torn by briars…”

Billy had forgotten his pocket notebook and his pen. Even if he had remembered them, he could not take the time to settle down and record these utterances.

“Quick!” she said.

Standing at her bedside, he put a comforting hand on Barbara’s shoulder.

“Give it mouth!” she whispered urgently.

He half expected her eyes to open and to fix on him, but they did not.

When Barbara fell silent, Billy squatted to look for the cord that powered the bed’s adjustable-mattress mechanism. If he needed to move her the following night, he would have to pull that plug.

On the floor, just under the high bed, lay a snapshot taken by a digital camera. Billy picked up the photo and stood to examine it in better light. “… creep and creep…” Barbara whispered. He turned the snapshot three ways before he realized that it depicted a praying mantis, apparently dead, pale upon pale painted boards. “… creep and creep… and tear him open…” Suddenly her whispering voice twitched like a dying mantis down through the spiraling chambers of Billy’s ears, inspiring a shudder and a chill. During normal visiting hours, family and friends of patients came through the front doors and went where they wished, without any requirement to sign a register. “… hands of the dead…” she whispered. Because Barbara required less attention than conscious patients with their myriad complaints and demands, nurses did not attend her as frequently as they did others. “… great stones… angry red…” A quiet visitor might stay here half an hour and never be seen at this bedside—or entering, or leaving. He did not want to leave Barbara alone, talking to an empty room, though she must have done so on countless previous occasions. Billy’s evening, already fully scheduled, had been complicated by the addition of one more urgent task. “… chains hanging… terrible…” Billy pocketed the snapshot. He bent to Barbara and kissed her forehead. Her brow was cool, as always it was cool. At the window, he drew down the blind. Reluctant to leave, he stood in the open doorway, looking back at her. She said something then that resonated with him, though he had no clue why.

“Mrs. Joe,” she said. “Mrs. Joe.”

He did not know a Mrs. Joe or Mrs. Joseph, or Mrs. Johanson, or Mrs. Jonas, or anyone by any name similar to the one that Barbara had spoken. And yet somehow… he thought he did.

The phantom mantis twitched in his ears again. Along his spine.

With a prayer as real as any that he had lied about to Gretchen Norlee, he left Barbara alone on this last night in which she might be safe.

Less than three hours of daylight remained in a sky too dry to support a wisp of a cloud, the sun a thermonuclear brilliance, the air gathered to a stillness as if in anticipation of a cataclysmic blast.




Chapter 43


The picketed front yard contained no grass in need of mowing, but instead a lush carpet of baby’s tears and, under the graceful boughs of pepper trees, lace flower.

Shading the front walk, an arbor tunnel was draped with trumpet vines. Orchestras of silent scarlet horns raised their flared bells to the sun.

The arched-lattice tunnel, a preview of twilight, led to a sunny front patio where pots were filled with red garnet, red valerian.

The house was a Spanish bungalow. Modest but graceful, it had been tenderly maintained.

The black silhouette of a bird had been painted on the red front door. The wings were on the upstroke, the bird in an angle of ascent.

Halfway through Billy’s brief knock, the door opened, as though he had been expected and had been awaited with keen anticipation.

Ivy Elgin said, “Hi, Billy,” without surprise, as if she had seen him through a window in the door. It had no window.

Barefoot, she wore khaki shorts cut for comfort and a roomy red T-shirt that sold nothing. Hooded and cloaked, Ivy would still have been a lamp to every moth that flew.

“I wasn’t sure you’d be here,” he said.

“I’m off Wednesdays.” She stepped back from the door.

Hesitating on the sun side of the threshold, Billy said, “Yeah. But you have a life.”

“I’m shelling pistachios in the kitchen.”

She turned and walked away into the house, leaving him to follow as if he had been here a thousand times. This was his first visit.

Heavily curtained sunlight and a floor lamp with a tasseled sapphire-silk shade accommodated shadows in the living room.

Billy glimpsed dark fir floors, midnight-blue mohair furniture, a Persian-style rug. The artwork seemed to be from the 1930’s.

He made some noise on the hardwood floor, but Ivy did not. She crossed the room as if a slip of air always separated the soles of her feet from the fir planks, the way a sylph fly may choose to step across a pond without dimpling the surface tension of the water.

At the back of the house, the kitchen matched the size of the living room and contained a dining area.

Beadboard paneling, French-pane cabinet doors, a white tile floor with black-diamond inlays, and an ineffable quality made him think of the bayou and New Orleans charm.

Two windows between the kitchen and the back porch were open for ventilation. In one window sat a large black bird.

The creature’s perfect stillness suggested taxidermy. Then it cocked its head.

Although Ivy said nothing, Billy felt invited to the table, and even as he sat, she put a glass of ice in front of him. She picked up a pitcher from the table and poured tea.

Also on the red-and-white-checkered oilcloth were another glass of tea, a dish of fresh cherries, a sheet-cake pan piled high with unshelled nuts, and a bowl half full of liberated pistachios.

“You’ve got a nice place,” Billy said.

“It was my grandmother’s house.” She took three cherries from the dish. “She raised me.”

Ivy spoke softly, as always. Even at the tavern, she never raised her voice, yet she never failed to make herself heard.

Not one to pry, Billy was surprised to hear himself ask, in a voice softened to match hers, “What happened to your mother?”

“She died in childbirth,” Ivy said as she lined up the cherries on the window sill beside the bird. “My father just moved on.”

The tea had been sweetened with peach nectar, a hint of mint.

As Ivy returned to the table, sat, and continued shelling the nuts, the bird watched Billy and ignored the cherries.

“Is he a pet?” Billy asked.

“We own each other. He seldom comes farther than the window, and when he does, he respects my rules of cleanliness.”

“What’s his name?”

“He hasn’t told me yet. Eventually he will.”

Never in Billy’s life, until now, had he felt entirely at ease and vaguely disoriented at the same time. Otherwise, he might not have found himself asking such an odd question: “Which came first, the real bird or the one on the front door?”

“They arrived together,” she said, giving him an answer no less odd than his question.

“What is he—a crow?”

“He’s more lordly than that,” she said. “He’s a raven, and wants us to believe he’s nothing more.”

Billy did not know what to say to that, so he said nothing. He felt comfortable with silence, and apparently so did she.

He realized that he had lost the sense of urgency with which he had left Whispering Pines. Time no longer seemed to be running out; in fact time seemed not to matter here.

Finally the bird turned to the cherries, using its bill to strip the meat from the pits with swift efficiency.

Ivy’s long nimble fingers appeared to work slowly, yet she quickly added shelled pistachios to the bowl.

“This house is so quiet,” Billy said.

“Because the walls haven’t soaked up years of useless talk.”

“They haven’t?”

“My grandmother was deaf. We communicated by sign language and the written word.”

Beyond the back porch lay a flower garden in which all blooms were red or deep blue, or royal purple. If one leaf stirred, if a cricket busied itself, if a bee circled a rose, no sound found its way through the open windows.

“You might like some music,” Ivy said, “but I’d prefer none.”

“You don’t like music?”

“I get enough of it at the tavern.”

“I like zydeco. And Western swing. The Texas Top Hands. Bob Wills and the Texas Playboys.”

“Anyway, there’s already music,” she said, “if you’re still enough to hear it.”

He must not have been still enough.

Taking the photo of the dead mantis from his pocket and placing it on the table, Billy said, “I found this on the floor in Barbara’s room at Whispering Pines.”

“You can keep it if you want.”

He didn’t know what to make of that. “Were you visiting her?”

“I sit with her sometimes.”

“I didn’t know.”

“She was kind to me.”

“You didn’t start to work at the tavern until a year after she was in a coma.”

“I knew her before.”

“Really.”

“She was kind to me when Grandmother was dying in the hospital.”

Barbara had been a nurse, a good one.

“How often do you visit her?” Billy asked.

“Once a month.”

“Why have you never told me, Ivy?”

“Then we’d have to talk about her, wouldn’t we?”

“Talk about her?”

“Talking about how she is, what she’s suffered—does that give you peace?” Ivy asked.

“Peace? No. How could it?”

“Does remembering how she was, before the coma, give you peace?”

He considered. “Sometimes.”

Her gaze rose from the pistachios, and her extraordinary brandy eyes met his eyes. “Then don’t talk about now. Just remember when.”

Finished with two cherries, the raven paused to stretch its wings. Silently they opened and silently closed.

When Billy looked at Ivy again, her attention had returned to her shelling hands.

He asked, “Why did you take this snapshot with you when you visited her?”

“I take them all with me everywhere, the most recent photos of dead things.”

“But why?”

“Haruspicy,” she reminded him. “I read them. They foretell.”

He sipped his tea.

The raven watched him, beak open, as if it were shrieking. It made no sound.

“What do they foretell about Barbara?” Billy asked.

Ivy’s serenity and fey quality concealed whether she calculated her answer or whether instead she hesitated only because her thoughts were divided between here and elsewhere. “Nothing.”

“Nothing at all?”

She had given her answer. She didn’t have another.

On the table, in the photo, the mantis said nothing to Billy.

“Where did you get this idea to read dead things?” he asked. “From your grandmother?”

“No. She disapproved. She was an old-fashioned devout Catholic. To her, believing in the occult is a sin. It puts the immortal soul in jeopardy.”

“But you disagree.”

“I do and I don’t,” Ivy said more softly than usual.

After the raven finished the third cherry, the naked pits were left side by side on the window sill, as if in acknowledgment of the household rules of neatness and order.

“I never heard my mother’s voice,” Ivy said.

Billy did not know what to make of that statement, and then he remembered that her mother had died in childbirth.

Ivy said, “Since I was very little, I’ve known my mother has something terribly important to say to me.”

For the first time he noticed a wall clock. It had no second, minute, or hour hands.

“This house has always been so quiet,” Ivy said. “So quiet. You learn to listen here.”

Billy listened.

“The dead have things to tell us,” Ivy said.

With polished-anthracite eyes, the raven regarded its mistress.

“The wall is thinner here,” she said. “The wall between the worlds. A spirit might speak through if it wanted to badly enough.”

Pushing the empty shells aside, dropping the nut meats in the bowl, she made the softest symphony of sounds, quieter even than the melting ice shifting in the tea glasses.

Ivy said, “Sometimes in the night or in a particularly still moment of an afternoon, or at twilight when the horizon swallows the sun and fully silences it, I know she’s calling me. I can almost hear the quality of her voice… but not the words. Not yet.”

Billy thought of Barbara speaking from the abyss of unnatural sleep, her words meaningless to everyone else, yet fraught with enigmatic meaning to him.

He found Ivy Elgin as troubling as she was alluring. If her innocence sometimes seemed to approach the immaculate, Billy warned himself that in her heart, as in the heart of every man and woman, must be a chamber where light didn’t reach, where a calming silence could not be achieved.

Nevertheless, regardless of whatever he himself might believe about life and death, and in spite of whatever impure motives Ivy entertained, if indeed she entertained any, Billy felt that she was sincere in her belief that her mother was trying to reach her, would continue trying, and would eventually succeed.

More important, she so impressed him, not by reason but by the judgment of his adaptive unconscious, that he was unable to write her off as a mere eccentric. In this house, the wall between worlds might well have been washed thin, rinsed by so many years of silence.

Her predictions based on haruspicy were seldom correct in any detail. She blamed this on her incompetence in reading signs, and would not abide suggestions that haruspicy itself was useless.

Billy now understood her obstinacy. If one could not read the future in the unique conditions of each dead thing, it might also be true that the dead have nothing to tell us and that a child waiting to hear the voice of a lost mother might never hear it no matter how well she listened or how silent and attentive she remained.

And so she studied photos of possums broken along roadsides, of dead mantises, of birds fallen from the sky.

She silently walked her house, noiselessly shelled pistachios, softly spoke to the raven or did not speak at all, and at times the quiet became a perfect hush.

Such a hush had fallen over them now, but Billy broke it.

Interested less in Ivy’s analysis than in her reaction, watching her more intently than ever the bird had done, Billy said, “Sometimes psychopathic killers keep souvenirs to remind them of their victims.”

As though Billy’s comment had been no stranger than a reference to the heat, Ivy paused for a sip of tea, then returned to shelling.

He suspected that nothing anyone said to Ivy ever elicited a reaction of surprise, as if she always knew what the words would be before they were spoken.

“I heard about this case,” he continued, “where a serial killer cut off the face of a victim and kept it in a jar of formaldehyde.”

Ivy scooped nut shells from the table and put them in the waste can beside her chair. She didn’t drop them, but placed them in the can in such a way that they did not rattle.

By watching Ivy, Billy could not tell if she had previously heard of the face thief or if instead this was news to her.

“If you came upon that faceless body, what would you read from it? Not about the future, but about him, the killer.”

“Theater,” she said without hesitation.

“I’m not sure what you mean.”

“He likes theater.”

“Why do you say that?”

“The drama of cutting off a face,” she said.

“I don’t make that connection.”

From the shallow dish she took a cherry.

“The theater is deception,” she said. “No actor plays himself.”

Billy could only say, “All right,” and wait.

She said, “In every role, an actor wears a false identity.”

She put the cherry in her mouth. A moment later, she spit the pit into the palm of her hand, and swallowed the fruit.

Whether she meant to imply that the pit was the ultimate reality of the cherry, that was what he inferred.

Again, Ivy met his eyes. “He didn’t want the face because it was a face. He wanted it because it was a mask.”

Her eyes were more beautiful than readable, but he did not think that her insight chilled her as it did him. Maybe when you spent your life listening for the voices of the dead, you didn’t chill easily.

He said, “Do you mean sometimes, when he’s alone and in the mood, he takes it out of the jar and wears it?”

“Maybe he does. Or maybe he just wanted it because it reminded him of an important drama in his life, a favorite performance.” Performance.

That word had been impressed upon him by Ralph Cottle. Ivy might have repeated it knowingly, or in all innocence. He could not tell.

She continued to meet his eyes. “Do you think every face is a mask, Billy?”

“Do you?”

“My deaf grandmother, as gentle and kind as any saint, still had her secrets. They were innocent, even charming secrets. Her mask was almost as transparent as glass—but she still wore one.”

He didn’t know what she was telling him, what she meant for him to infer from what she had said. He did not believe that asking her directly would result in a more straightforward answer.

Not that she necessarily meant to deceive. Her conversation was frequently more allusive than straightforward, not by intention but because of her nature. Everything she said sounded as limpid as a bell note to the ear—yet was sometimes Semi opaque to interpretation.

Often her silences seemed to say more than the words she spoke, as might make sense for a girl raised by the loving deaf.

If he read her half well, Ivy was not deceiving him in any way. But then why had she just suggested that every face, her own included, was a mask?

If Ivy visited Barbara only because Barbara had once been kind to her, and if she took photographs of dead things to Whispering Pines only because she took them everywhere, the photo of the mantis had no relationship to the trap in which Billy found himself, and she had no knowledge of the freak.

In which case, he could get up, go, and do what urgently needed to be done. Yet he remained at the table.

Her eyes had lowered once more to the pistachios, and her hands had returned to the quiet, useful work of shelling.

“My grandmother was deaf from birth,” Ivy said. “She’d never heard a word spoken and didn’t know how to form them.”

Watching her nimble fingers, Billy suspected that Ivy’s days were filled with useful work—tending to her garden, maintaining this fine house in its current state of spotless perfection, cooking—and that she avoided idleness at all costs.

“She’d never heard anyone laugh, either, but she knew how to do that, all right. She had a beautiful and infectious laugh. I never heard her cry until I was eight.”

Billy understood Ivy’s compulsive industry as a reflection of his own, and sympathized. Quite apart from the question of whether or not he could trust her, he liked her.

“When I was much younger,” Ivy said, “I didn’t fully understand what it meant that my mother had died in childbirth. I used to think that somehow I had killed her and was responsible.”

In the window, the raven stretched its wings again, as silently as it had done before.

“I was eight when I realized I had no guilt,” Ivy said. “When I signed my realization to my grandmother, I saw her cry for the first time. This sounds funny, but I had assumed when she cried, it would be the weeping of a perfect mute, nothing but tears and wrenching spasms of silence. But her sobs were as normal as her laugh. As far as those two sounds were concerned, she was not a woman apart from those who could hear and speak; she was one of their community.”

Billy had thought that Ivy mesmerized men with her beauty and sexuality, but the spell she cast had a deeper source.

He knew what he intended to reveal only as he heard the words come forth: “When I was fourteen, I shot my mother and father.”

Without looking up, she said, “I know.”

“Dead.”

“I know. Have you ever thought that one of them might want to speak to you through the wall?”

“No. I never have. And, God, I hope they never do.”

She shelled, he watched, and in time she said, “You need to go.”

By her tone, she meant that he could stay but understood that he needed to leave.

“Yes,” he said, and rose from his chair.

“You’re in trouble, aren’t you, Billy?”

“No.”

“That’s a lie.”

“Yes.”

“And that’s as much as you’ll tell me.”

He said nothing.

“You came here looking for something. Did you find it?”

“I’m not sure.”

“Sometimes,” she said, “you can listen so hard for the faintest of sounds that you don’t even hear the louder ones.”

He thought about that for a moment and then said, “Will you see me to the door?”

“You know the way now.”

“You should lock up behind me.”

“The door latches when you close it.”

“That’s not good enough. Before dark, you should engage the deadbolts. And close those windows.”

“I’m not afraid of anything,” she said. “I never have been.”

“I always have been.”

“I know,” she said. “For twenty years.”

On his way out, Billy made less noise on the hardwood floors than he had done on his way in. He closed the front door, tested the latch, and followed the arbor-shaded walkway to the street, leaving Ivy Elgin with her tea and pistachios, with the watchful raven at her back, in the hush of the kitchen where the clock had no hands.




Chapter 44


Steve Zillis rented a single-story house of no distinguishing architecture on a street where the bonding philosophy among the neighbors seemed to be neglect of property.

The only well-maintained residence was immediately north of Zillis’s place. Jackie O’Hara’s friend, Celia Reynolds, lived there.

She claimed to have seen Zillis in a rage chopping chairs, watermelons, and mannequins in his backyard.

The attached garage stood on the south side of his house, out of Celia Reynolds’s line of sight. Having driven with frequent glances at his mirrors and having seen no tail, Billy parked boldly in the driveway.

Between Zillis and his southern neighbor rose a wall of eighty-foot, untrimmed eucalyptus trees that provided privacy.

When Billy got out of the Explorer, the extent of his disguise was a blue baseball cap. He had pulled it low on his forehead.

His toolbox gave him legitimacy. A man with a toolbox, moving with purpose, is assumed to be a repairman, and excites no suspicion.

As a bartender, Billy had a well-known face in certain circles. But he didn’t expect to be in the open for long.

He walked between the fragrant eucalyptus trees and the garage. As he hoped, he found a man-size side door.

In keeping with the property neglect and the cheap rent, only a simple lockset secured that entrance. No deadbolt.

Billy used his laminated driver’s license to loid the latch bolt. He took his toolbox into the hot garage and turned on a light.

On his way from Whispering Pines to Ivy Elgin’s house, he had driven past the tavern. Steve’s car had been parked in the lot.

Zillis lived alone. The way was clear.

Billy opened the garage, drove the SUV inside, closed the door. He proceeded casually, not as if in a hurry to get out of sight.

Wednesday nights were usually busy at the tavern. Steve wouldn’t be home until after two o’clock Thursday morning.

Nevertheless, Billy couldn’t afford to take seven hours to get into the house and search it. Elsewhere, two dead bodies salted with evidence against him needed to be disposed of long before dawn.

Festooned with webs and dust, the garage was free of clutter. In ten minutes, he found spiders but no spare key to the inner door.

He wanted to avoid signs of forced entry; however, picking a lock isn’t as easy as it appears to be in movies. Neither is seducing a woman or killing a man, or anything else.

Having installed new locks in his house, Billy had not only learned to do the work correctly but also learned how often it is done badly. He hoped for sloppy workmanship—and found it.

Perhaps the door had been hung to swing from the wrong side. Rather than rehang it to match the lockset, they had installed the lockset in reverse, with the interior face turned to the garage.

Instead of an unremovable escutcheon, he was offered one with two spanner screws. The keyhole plug had a grip ring for extraction.

In less time than he had spent searching for a spare key, he opened the door. Before proceeding, he put the lock back together. He cleaned up all evidence of what he had done and wiped all his prints off the door hardware.

He returned the tools to the box—and took from it his revolver. To facilitate a hasty exit, he put the tools in the Explorer.

In addition to the toolbox, he had brought a box of disposable latex gloves. He slipped his hands into a pair.

Now, with an hour of daylight remaining, he toured the house, switching on lamps and ceiling fixtures as he went.

Many of the shelves in the pantry were bare. Steve’s provisions were a cliché of bachelorhood: canned soups, canned stews, potato chips, corn chips, Cheez Doodles.

The dirty dishes and pots heaped in the sink outnumbered clean items in the cabinets, most of which were empty.

In a drawer, he found a collection of spare keys for a car, for padlocks, perhaps for the house. He tried a few in the back door and found one that worked. He pocketed that spare before returning the other keys to the drawer.

Steve Zillis scorned furniture. In the dinette off the kitchen, the single chair did not match the scarred Formica table.

The living room contained only a lumpy sofa, a cracked-leather ottoman, and a TV with DVD player on a wheeled stand. Magazines were stacked on the floor, and near them were a discarded pair of dirty socks.

Except for the lack of posters, the decor was that of a dorm room. Enduring adolescence was pathetic but not criminal.

If a woman ever visited, she wouldn’t return—or sleep over.

Being able to tie knots in a cherry stem with your tongue was not enough to ensure a life of torrid romance.

The spare bedroom contained no furniture, but four mannequins. They were all female, naked, wigless, bald. Three had been altered.

One lay on its back, on the floor, in the center of the room. It gripped two steak knives. Each knife had been driven into its throat, as if it had twice stabbed itself.

A hole had been drilled between its legs. Also between its legs was a spear-point stave from a wrought-iron fence. The sharp end of the stave had been inserted in the crudely formed vagina.

Instead of feet, the mannequin had another pair of hands at the ends of its legs. Both legs were bent to allow the additional hands to grip the iron stave.

A third pair of hands grew by the wrists from the breasts. They grasped at the air, seeking and eager, as though the mannequin were insatiable.




Chapter 45


In more than a few houses, if you could prowl at leisure, you might discover evidence of perversity, kinky secrets.

Because such care had been taken in their alteration, so much time expended, these mannequins seemed to represent more than that. This was an expression not of desire but of a ravenous craving, of a rapacious need that could never be fully satisfied.

A second mannequin sat with its back to a wall, legs splayed. Its eyes had been cut out. Teeth had been inserted in their place.

These appeared to be animal teeth, perhaps those of reptiles and perhaps real. Hooked fangs and snaggled incisors.

Each tooth had been meticulously glued in the rim of the socket. Each cluster appeared to have been designed with much thought as to the most fearsome, bristling arrangement.

The mouth had been cut open, carved wide. Wicked, inhuman teeth filled the mannequin’s maw.

Like the petals of a Venus flytrap, the ears were rimmed with poised teeth.

Teeth sprouted from the nipples and from the navel. A crafted vagina featured more fangs than the other orifices.

Whether this macabre figure represented a fear of all-devouring womanhood, whether instead it was being devoured by its own hunger, Billy didn’t know, didn’t care.

He just wanted to get out of here. He had seen enough. Yet he continued to look.

The third mannequin also sat with its back to a wall. Its hands rested in its lap, holding a bowl. The bowl was actually the top of its skull, which had been sawn off.

Photographs of male genitalia overflowed the bowl. Billy did not touch them, but he could see enough to suspect that every picture featured the same genitalia.

A bouquet of similar photos, scores of them, bloomed from the top of the open skull. Still more blossomed from the mannequin’s mouth.

Evidently Steve Zillis had spent a lot of time taking snapshots of himself from various angles, in various states of arousal.

Billy’s latex gloves served a purpose besides guarding against leaving fingerprints. Without them, he would have been sickened by the need to touch doorknobs, light switches, anything in the house.

The fourth mannequin had not yet been mutilated. Zillis probably hungered to get at her.

During his shift at the tavern, drawing beers from the tap, telling jokes, doing his tricks, these were the thoughts behind the radiant smile.

Steve’s bedroom proved to be as sparsely furnished as the rest of the house. The bed, a nightstand, a lamp, a clock. No art on the walls, no knickknacks, no memorabilia.

The bedclothes were in disarray. One pillow lay on the floor.

A corner of the room evidently served in place of a laundry hamper. Rumpled shirts, khakis, jeans, and dirty underwear were heaped as Steve had tossed them.

A search of the bedroom and closet turned up another disturbing discovery. Under the bed were a dozen pornographic videos, the covers of which depicted naked women in handcuffs, in chains, some gagged, some blindfolded, cowering women threatened by sadistic men.

These weren’t homemade videos. They were professionally packaged and probably available in any adult-video shop, whether brick-and-mortar or online.

Billy put them back where he had found them, and he considered whether he had discovered enough to warrant calling the police.

No. Neither the mannequins nor the pornography proved that Steve Zillis had ever harmed a real human being, only that he nurtured a sick and vivid fantasy life.

Meanwhile, a dead man was wrapped for disposal and stowed behind the sofa in Billy’s house.

If he became a suspect in the murder of Giselle Winslow in Napa or if Lanny Olsen’s body was found and Billy became a suspect in that murder, he would at the very least be put under surveillance. He would lose his freedom of action.

If they found Cottle’s body, he would be arrested.

No one would understand or believe the threat against Barbara. They would not take his warnings seriously. When you were a prime suspect, what the police wanted to hear from you was what they expected to hear from you, which was a confession.

He knew how it worked. He knew exactly how it worked.

During the twenty-four hours or the forty-eight hours—or the week, the month, the year—that it took to establish his innocence, if he ever could establish it, Barbara would be vulnerable, without a guardian.

He had been drawn in too deep. Nobody could save him except he himself.

If he found the face in a jar of formaldehyde and other grisly souvenirs, he might be able to nail Zillis for the authorities. But nothing less would convince them.

Like most California houses, this one didn’t have a basement, but it did have an attic. The hall ceiling featured a trapdoor with a dangling rope handle.

When he pulled the trap down, an accordion ladder unfolded from the back of it.

He heard something behind him. In his mind, he saw a mannequin with teeth in its eye sockets, reaching toward him.

He pivoted, clawing for the gun under his belt. He was alone. He had probably heard just a settling noise, an old house easing itself at the insistence of gravity.

At the top of the ladder, he found a light switch set in the frame of the trap. Two bare bulbs, dimmed by dust, illuminated a raftered space empty of everything except the smell of wood rot.

Evidently the freak was canny enough to keep his incriminating souvenirs elsewhere.

Billy suspected that Zillis stayed in this rental house but did not in the truest sense live here. With its minimum of furniture and utter lack of decorative items, the place had the feeling of a way station. Steve Zillis had no roots here. He was just passing through.

He had worked at the tavern for five months. Where had he been between the University of Colorado at Denver, five and a half years ago, when Judith Kesselman had disappeared, and this place?

Across the World Wide Web, his name had been linked to only one disappearance, and to no murders at all. Googled, Billy himself would not appear that clean.

But if you had a list of the towns in which Steve Zillis had settled for a while, if you researched murders and disappearances that occurred in those communities, the truth might be clearer.

The most successful serial killers were the vagabonds, roamers who covered a lot of ground between their homicidal frenzies. When clusters of killings were separated by hundreds of miles and scores of jurisdictions, they were less likely to be connected; patterns in landscape, visible from an airplane, are seldom discernible to a man on foot.

An itinerant bartender who’s a good mixologist, who’s outgoing and able to charm the customers, can get work anywhere. If he applies to the right places, he won’t often be asked for a formal employment history, only for a social-security card, a driver’s license, and an all-clean report from the state liquor-control board. Jackie O’Hara, typical of his breed, didn’t phone an applicant’s former employers; he made hiring decisions based on gut instinct.

Billy turned out the lights as he left the house. He used the spare key to lock up after himself, and he pocketed it again because he expected to return.




Chapter 46


The dying sun spilled fierce bloody light on the dimensional mural under construction across the highway from the tavern.

As Billy drove past on his way home to collect Cottle’s body, this scintillant display seized his attention. It captured him so completely that he pulled to the shoulder of the road and stopped.

Outside the large yellow-and-purple tent in which the artists and artisans of the project regularly met for lunch, for progress meetings, and for receptions in honor of various art- and academic-world dignitaries, they assembled now to assess this fleeting work of nature.

Parked near the tent, the giant yellow-and-purple motor home, built on a bus chassis and emblazoned with the name Valis, offered much chrome and steel in which the sun could reveal a latent fire. The tinted windows glowed a crimson bronze, sullen and smoky, yet incandescent.

Neither the festive tent nor the rock-star motor home, nor the glamorous artists and artisans enjoying the effects of sunset were what brought Billy to a stop.

At first he would have said that the scarlet-and-gold brightness of the spectacle was the primary thing that arrested him. This self-conscious analysis, however, missed the truth.

The construction was pale gray, but reflections of the sun’s fury blazed in the glossy enamel. This glistering glaze and the heat shimmering the air as it rose off the hot painted surfaces combined to create the illusion of the mural afire.

And briefly this seemed to be what pulled Billy to the side of the highway: this clairvoyant vision of the blazing construct, which would indeed be razed after it had been completed.

Here was an eerie foretelling by a fluke of seasonal light and atmospheric conditions. The fire to come. And even the ultimate ashes could be glimpsed as a grayness underlying the phantom flames.

As the intensity of these pyrotechnics increased simultaneously with the distillation of the sun’s last light, a truer reason for the hypnotic power of the scene grew clear to Billy. What riveted him was the great figure caught in the stylized machinery, the man struggling to survive among the giant grinding wheels, the tearing gears, the hammering pistons.

During the weeks of construction, as the mural had been crafted and refined, the man in the machine had always appeared to be trapped by it, just as the artist intended. He had been a victim of forces larger than himself.

Now by the peculiar grace of the setting sun, the man didn’t appear to be burning as did the machine shapes around him. He was luminous, yes, but uniquely so, luminous and solid and strong, not being consumed by the flames but impervious to them.

Nothing about the phantasmagoric machine made engineering sense. A mere assemblage of symbols of machines, it had no functional purpose.

A machine without productive function is without meaning. It can not serve even as a prison.

The man could step out of the machine whenever he wished. He was not trapped. He only believed himself to be imprisoned, a belief born of self-indulgent despair and herewith revealed as fallacious. The man must walk away from meaninglessness, find meaning, and from meaning at last take upon himself a worthwhile purpose.

Billy Wiles was not a man given to epiphanies. He had spent his life fleeing them. Insight and pain were all but synonymous to him.

He recognized this as an epiphany, however, and he did not flee from it. Instead, as he drove back onto the highway and continued homeward into the darkling twilight, he climbed a mental stairway of ascending implications, came to a turning in the stair, and climbed, and came to another turning.

He could not foresee what he would make of this sudden intuitive perception. He might not be man enough to make anything worthwhile of it, but he knew that he would make something.

When he arrived home under an indigo sky with one thin smear of evidence remaining in the west, Billy drove off the driveway, onto the back lawn. He parked with the tailgate near the porch steps, to facilitate the loading of Ralph Cottle.

He could not be seen from the county road or from the property of the nearest neighbor. Getting out of the SUV, he heard the first hoot of a night owl. Only the owl would see him, and the stars.

Inside, he took the stepladder out of the pantry and checked the video-disk recorder in the cabinet above the microwave. Replayed at high speed in the review screen, the security recording revealed that no one had entered the house in Billy’s absence, at least not through the kitchen.

He hadn’t expected to see anyone. Steve Zillis was working at the tavern.

After putting away the stepladder, he dragged Cottle through the house, onto the back porch and down the steps, using the rope handle that he had fashioned around the tarp-wrapped corpse. Loading Cottle into the back of the Explorer required more patience and muscle than Billy had expected.

He gazed across the dark yard at the black woods, the regimented ranks of sentinel trees. He did not have a sense of being watched. He felt deeply alone.

Although locking the house seemed pointless, he locked it and then drove the Explorer to the garage.

At the sight of his table saw and drill press and tools, Billy irrationally wanted to turn from the crisis at hand. He wanted to smell fresh-cut wood, experience the satisfaction of a well-made dovetail joint.

In recent years, he had built so much for the house, for himself, all for himself. If now he were to build for others, with what would he begin except with what was needed: coffins. He had built for himself a career in coffins.

Grimly, he stowed another plastic tarp, a coil of sturdy rope, strapping tape, a flashlight, and other needed items in the Explorer. He added a few folded moving blankets and a couple of empty cardboard boxes atop and around the wrapped corpse to disguise its telltale shape.

Before Billy lay a long night of death and graveyard work, and he was afraid not solely of the homicidal freak but of many things in the darkness ahead. Darkness conjures infinite terrors in the mind, but it is true—and he took hope from this—it is true that darkness also reminds us of light. The light. Regardless of what waited in the hours immediately ahead, he did believe that he would live in the light again.




Chapter 47


Four hours of sleep facilitated by Vicodin and Elephant beer had not been sufficient rest.

More than twelve active hours had passed since Billy had rolled out of bed. He still had physical resources, but the wheels of his mind, so long racing, were not spinning as fast as they had been, as fast as he needed them to spin.

Confident that the Explorer did not look like the death wagon that it was, he stopped at a convenience store. He bought Anacin for a swelling headache and a package of No-Doz caffeine tablets.

He’d eaten two English muffins for breakfast and later a ham sandwich. He was in a calorie deficit, and shaky.

The store offered vacuum-packaged sandwiches and a microwave in which to heat them. For some reason, just the thought of meat stirred a billowing sensation in his stomach.

He bought six Hershey’s bars for sugar, six Planters Peanut Bars for protein, and a bottle of Pepsi to wash down the No-Doz.

Referring to all the candy, the cashier said, “Is it Valentine’s Day in July or something?”

“Halloween,” Billy said.

Sitting in the SUV, he took the Anacin and the No-Doz.

On the passenger’s seat lay the newspaper he’d bought in Napa. He’d not yet found time to read the story about the Winslow murder.

With the newspaper were a few Denver Post articles downloaded from the library computer. Judith Kesselman, gone missing forever.

As he ate a Hershey’s bar, a Planters, he read the printouts. University, public, and police officials were quoted. Everyone except the police expressed confidence that Judith would be found safe.

The cops were guarded in their statements. Unlike the academics, bureaucrats, and politicians, they avoided bullshit. They were the only ones who sounded as if they truly cared about the young woman.

The officer in charge of the investigation was Detective Ramsey Ozgard. Some of his colleagues called him Oz.

Ozgard had been forty-four at the time of the disappearance. At that point in his career, he’d received three citations for bravery.

At fifty, he was probably still on the force, a likelihood supported by the only other personal information about him in the articles. When he was thirty-eight, Ramsey Ozgard had been shot in the left leg. He had been approved for permanent disability. He had turned it down. He did not limp.

Billy wanted to talk to Ozgard. To do so, however, he could not use his real name or his phone.

As the candy, Pepsi, and No-Doz began to lubricate the flywheels of his mind, Billy drove to Lanny Olsen’s place.

He did not park at the church and walk from there, as he’d done before. When he arrived at the isolated house at the end of the lane, he drove across the ascending backyard, past the pistol range with the hay-bale-and-hillside backstop.

Lawn gave way to wild grass, to brambles and sparse brush. The terrain grew stony and furrowed.

He stopped two-thirds of the way up the slope, put the Explorer in park, and engaged the emergency brake.

He could have benefited from the headlights. This high on the hillside, however, they could be seen from the residences down near the county road.

Worried about attracting attention and inspiring curiosity, he switched off the lights. He killed the engine.

On foot, using a flashlight, he quickly found the vent hole, twenty feet from the SUV.

Before vineyards, before the arrival of Europeans, before the ancestors of American Indians had crossed a land or ice bridge from Asia, volcanoes shaped this valley. They had defined its future.

The old Rossi winery, now the aging cellars for Heitz, and other buildings in the valley were built of rhyolite, the volcanic form of granite, quarried locally. The knoll on which the Olsen house stood was largely basalt, another volcanic stone, dark and dense.

When an eruption is exhausted, it sometimes leaves lava pipes, long tunnels through surrounding stone. Billy didn’t know enough volcanology to conclude whether the dormant vent on this knoll was such a pipe or was a fumarole that had expelled fiery gases.

He knew, however, that the vent was four feet wide at the mouth—and immeasurably deep.

This property was intimately familiar to Billy, because when he had been fourteen and alone, Pearl Olsen had given him a home. She never feared him, as some had. She knew the truth when she heard it. Her good heart opened to him, and in spite of her recurring cancer, she raised him as if he were her son.

The twelve-year difference in Billy’s age and Lanny’s meant they were never like brothers, although they lived in the same house. Besides, Lanny had always been self-contained and when not on duty with the sheriff’s department had lost himself in his cartooning.

The two of them had been friendly enough. And occasionally Lanny could be an engaging honorary uncle.

On one such day, Lanny had involved Billy in an attempt to determine the depth of the vent.

Although no young children played on the brambly knoll, Pearl worried for the safety of even imaginary tykes. Years earlier, she’d had a redwood frame bolted to the stone rim of the vent. A redwood lid was screwed to the frame.

After removing the lid, Lanny and Billy began their research with a handheld police spotlight powered off a pickup-truck engine. The beam illuminated the walls to about three hundred feet but could not find the bottom.

Past the mouth, the shaft widened to between eight and ten feet. The walls were undulant, whorled, and strange.

They tied one pound of brass washers to the end of a length of binder twine and lowered them into the center of the hole, listening for the distinctive ring of the discs meeting the vent floor. They only had a thousand feet of twine, which proved inadequate.

Finally they dropped steel ball bearings into the abyss, timing their fall to a first impact, using textbook formulae to calculate distance. No bearing ever hit short of fourteen hundred feet.

The bottom did not lie at fourteen hundred feet.

After that long vertical drop, the vent apparently descended further at an angle, perhaps more than once changing direction, too.

After the hard clack of the initial strike, each bearing ricocheted from wall to wall, rattling on, the noise never suddenly coming to a stop but always fading, fading until it dwindled into silence.

Billy guessed that the lava pipe was miles long and descended at least a few thousand feet under the floor of the valley.

Now, by the glow of the flashlight, he used a battery-powered screwdriver to extract the twelve Phillips-head steel screws that held the redwood lid—a more recent one than they had removed almost twenty years ago. He slid the lid aside.

No draft rose out of the hole. Billy could smell nothing but a faint cindery scent, and under that the vaguest hint of salt, a whiff of lime.

Grunting with the effort, he hauled the dead man out of the SUV and dragged him to the vent.

He wasn’t concerned about the trail he left through the brush or about the trail the Explorer had left. Nature was resilient. In a few days, the disturbance would not be obvious.

Although the dead man might not have approved, given his status as a former member of the Society of Skeptics, Billy murmured a brief prayer for him before shoving his body into the hole.

Ralph Cottle made a lot more noise going down than had any of the ball bearings. The first few impacts sounded bone-shattering.

Then the slippery tarp produced an eerie whistling sound as the tunnel angled from the vertical and the plastic-wrapped mummy slid at increasing velocity into the depths, perhaps spiraling around the walls of the lava tube as a bullet spirals along the grooved barrel of a gun.




Chapter 48


Billy parked the explorer on the lawn behind the garage, where it could not be seen by any motorist who might use the dead end of the lane as a turnaround. He worked his hands into latex gloves.

With the spare key that he had taken from the hole in the oak stump little more than nineteen hours earlier, he let himself into the house through the back door.

He had with him the tarp, the strapping tape, the rope. And of course the .38 revolver.

As Billy moved forward through the ground floor, he turned on lights.

Wednesday and Thursday were Lanny’s days off, so he might not be thought missing for another thirty-six hours. If a friend dropped by unannounced for a visit, however, saw lights in the house, but could not get an answer to the doorbell, trouble would follow.

Billy intended to do what needed to be done as quickly as possible and get out, turning the lights off after himself.

The cartoon hands, pointing the way to the corpse, were still taped to the walls. He would remove them later, as part of the cleanup.

If Lanny’s body had been salted with evidence pointing to Billy, as Cottle said that Giselle Winslow’s had been, none of it could be used in a court of law if Lanny lay forever at rest a mile or more under the earth.

Billy realized, as he eliminated planted evidence incriminating himself, he also would be destroying any evidence of the killer’s guilt that the freak might unintentionally have left. He was doing cleanup for both of them.

The cunning with which this trap had been designed and the early choices that Billy had made as the performance unfolded had virtually ensured that he would come to this juncture and would have to proceed as he was proceeding now.

He didn’t care. Nothing mattered but Barbara. He had to stay free to protect her, because no one else would.

If Billy came under suspicion in a homicide, John Palmer would lock him down fast and tight. The sheriff would seek vindication in the conviction of Billy for murder, and if he got that conviction, he would use it to try to rewrite history, as well.

They could hold him on suspicion alone. He wasn’t sure how long. Certainly for forty-eight hours.

By then Barbara would be dead. Or missing, gone, like Judith Kesselman, music student, dog fancier, walker on beaches.

The performance would be concluded. Maybe the freak would have another face in another jar.

Past, present, future, all time eternally present in the here and now, and racing—he swore he could hear the hands on his watch whirring—and so he hurried to the stairs and climbed.

Even before arriving at this house, he’d feared that he would not find Lanny’s body in the bedroom armchair where he had last seen it. Another move in the game, one more twist in the performance.

When he reached the top of the stairs, he hesitated, stopped by that same dread. He hesitated again at the doorway to the master bedroom. Then he crossed the threshold and switched on the light.

Lanny sat in the chair with the book in his lap, the photograph of Giselle Winslow tucked in the book.

The corpse didn’t look good. Perhaps delayed somewhat by the air conditioning, visible decomposition had not yet occurred, but blood vessels in his face had begun to be revealed as a faint green marbling.

Lanny’s eyes shifted to follow Billy across the room, but that was just a trick of the light.




Chapter 49


After spreading the polyurethane tarp on the floor but before proceeding further, Billy sat on the edge of the bed and picked up the phone. Careful not to make the error that he had claimed to have made earlier in the day, he keyed in 411. From directory assistance he obtained the area code for Denver.

Even if Ramsey Ozgard continued to serve as a detective with the Denver Police Department, he might not live within the city. He might be in one of several suburbs, in which case locating him would be too difficult. His home number might also be unlisted.

When Billy called directory assistance in Denver, he got lucky. He was overdue for some luck. They had a listing for Ozgard, Ramsey G., in the city.

It was 10:54 in Colorado, but the hour might make the call seem more urgent and therefore more credible.

A man answered on the second ring, and Billy said, “Detective Ozgard?”

“Speaking.”

“Sir, this is Deputy Lanny Olsen of the Napa County Sheriff’s Department, here in California. First, I want to apologize for disturbing you at this hour.”

“I’m a lifelong insomniac, Deputy, and now I have like six hundred channels on the TV, so I’ll be watching reruns of Gilligan’ Island or some damn thing until three in the morning. What’s up?”

“Sir, I’m calling you from my home about a case you handled some years back. You might want to ring the watch commander in our north-county substation to confirm that I’m with the department, and get my home number from them for callback.”

“I’ve got caller ID,” Ozgard said. “I can see who you are good enough for now. If what you want from me seems at all sticky, then I’ll do what you say. But right now let’s go for it.”

“Thank you, sir. There’s a missing-person’s case of yours that might have some pertinence to a situation here. About five and a half years ago—”

“Judith Kesselman,” said Ozgard.

“You jumped right to it.”

“Deputy, don’t tell me you found her. At least don’t tell me you found her dead.”

“No, sir. Neither dead or alive.”

“God help her, I don’t expect alive,” Ramsey said. “But it’s going to be a miserable day when I know for sure she’s dead. I love that girl.”

Surprised, Billy said, “Sir?”

“I never met her, but I love her. Like a daughter. I’ve learned so much about Judi Kesselman that I know her better than a lot of people who’ve actually in my life.”

“I see.”

“She was a wonderful young woman.”

“That’s what I hear.”

“I talked to so many of her friends and family. Not a bad word about her from anyone. The stories of things she did for others, her kindnesses… y know how sometimes a vie haunts you, how you can’t be entirely objective?”

“Sure,” Billy said.

“I’m haunted by this one,” Ozgard said. “She was a great letter writer. Once someone entered her life, she held on to them, she didn’t forget them, she stayed in touch. I read hundreds of Judi’s letters, Deputy Olsen, hundreds.”

“So you let her in.”

“You can’t help it with her, she walks right in. They were the letters of a woman who embraced people, who just gave her heart to everyone. Luminous letters.”

Billy found himself staring at the bullet hole in Lanny Olsen’s forehead. He looked toward the open door to the upstairs hall.

“We’ve got a situation here,” he said. “I can’t spell it out in detail at this time, because we’re still working the evidence and we aren’t ready to bring charges.”

“I understand,” Ozgard assured him.

“But there’s a name I want to run by you, see if it rings three cherries with you.”

“The hairs are up on the back of my neck,” Ozgard said. “That’s how bad I want this to be something.”

“I Googled our guy, and the only thing I got was this one hit regarding the Kesselman disappearance, and even that was less than nothing.”

“So Google me,” said Ozgard.

“Steven Zillis.”

In Denver, Ramsey Ozgard let out his pent-up breath with a hiss.

“You remember him,” Billy said.

“Oh yeah.”

“He was a suspect?”

“Not officially.”

“But you personally felt…”

“He made me uneasy.”

“Why?”

Ozgard was silent. Then: “Even a man you wouldn’t want to share a beer with, wouldn’t want to shake hands with—his reputation isn’t to be taken lightly.”

“This is background, off the record,” Billy assured him. “You tell me as much as makes you comfortable and just how big a spoonful of salt I should take with it.”

“The thing is, for the entire day when Judi had to have been snatched—if she was snatched, and I believe she was—for that entire day, for the whole twenty-four-hour window and then some, Zillis had an alibi you couldn’t crack with a nuke.”

“You tried.”

“Believe it. But even if he hadn’t had an alibi, there wasn’t any evidence pointing his way.”

“Then why did he make you uneasy?”

“He was too forthcoming.”

Billy didn’t say anything, but he was disappointed. He was in the market for certainty, and Ozgard didn’t have any to sell.

Sensing that disappointment, the detective expanded on what he had said. “He came to me before he was even on my scope. Fact is, he might never have been on my scope if he hadn’t come to me. He wanted so much to help. He talked and talked. He cared about her too much, like she was a beloved sister, but he had only known her a month.”

“You said she was exceptional at relationships, she embraced people, they bonded with her.”

“According to her best friends, she didn’t even know Zillis that well. Only casually.”

Reluctantly playing the devil’s advocate, Billy said, “He could have felt closer to her than she did to him. I mean, if she had that kind of magnetism, that appeal…”

“You would have had to see him, the way he was with me,” Ozgard said. “It’s like he wanted me to wonder about him, to check him out and find the airtight alibi. And after I did, there was this smugness about him.”

Remarking on the quiet revulsion in Ozgard’s voice, Billy said, “You’re still hot.”

“I am hot. Zillis—he’s coming back to me, the way he was. For a while, before he finally faded away, he kept trying to help, calling up, dropping by, offering ideas, and you had this feeling it was all mockery, he was just performing.”

“Performing. I have a feeling like that, too,” Billy said, “but I really need more.”

“He’s a prick. That doesn’t mean he’s anything worse, but he is a self-satisfied prick. The little prick even started acting like we were pals, him and me. Potential suspects, they just never do that. It’s not natural. Hell, you know. But he had this easy, jokey way about him.”

“ ‘How’re they hangin’, Kemosabe.’”

“Shit, does he still say that?” Ozgard asked.

“He still does.”

“He’s a prick. He covered it with this goofy charm, but he’s a prick, all right.”

“So he was all over you, and then he just faded away.”

“The whole investigation faded away. Judi was gone like she’d never existed. Zillis dropped out of school at the end of that year, his sophomore year. I never saw him again.”

“Well, he’s here now,” Billy said.

“I wonder where he’s been in between.”

“Maybe we’ll find out.”

“I hope you find out.”

“I’ll be back to you,” Billy said.

“Any hour on this one, anytime. You have tin in your blood, Deputy?”

Billy didn’t get it for a moment, and then he almost forgot who he was supposed to be, but he came back with the right answer: “Yeah. My dad was a cop. He was buried in his uniform.”

“My dad and my grandfather,” Ozgard said. “I’ve got so much tin in my blood it rattles in my veins, I don’t even need the badge for people to know what I am. But Judith Kesselman, she’s in my blood as bad as the tin. I want her to be at rest with some respect, not just… not just dumped somewhere. Christ knows, there’s not much justice, but there has to be some in this case.”

After hanging up, Billy could not for a moment move from the edge of the bed. He sat staring at Lanny, and Lanny seemed to stare at him.

Ramsey Ozgard was in life, all the way in the tides, swimming, not treading carefully along the shore. Immersed in the life of his community, committed to it.

Billy had heard the detective’s commitment coming down the line from Denver, as fresh to the senses as if the two of them had been in the same room. Hearing it, Billy had been stung by the realization of how complete his own withdrawal had been. And how dangerous.

Barbara had begun to reach him; then vichyssoise. Life packed a clever one-two punch: cruelty and absurdity.

He was in the tides now, but not by choice. Events had thrown him in deep, swift water.

The weight of twenty years of guarded emotions, of studied avoidance, of defensive reclusiveness, encumbered him. Now he was trying to learn to swim again, but a riptide seemed to be sweeping him farther from any community, toward greater isolation.




Chapter 50


As though he knew where he would be going, down the lava tube without benefit of mourners or memorial, Lanny didn’t want to be wrapped.

The shooting had not taken place in this room, so no blood or brains stained the walls or furniture. Because he wanted Lanny to vanish in such a way that would engender the most uncertainty and therefore would not instigate an immediate and intense homicide investigation, Billy hoped to keep everything clean.

From the linen closet, he fetched an armload of fluffy towels. Lanny still used the same detergent and fabric softener that Pearl had used. Billy recognized the distinctive, clean fragrance.

He draped the towels over the arms and the back of the chair in which the cadaver sat. If anything remained to be spilled from the exit wound in the back of the skull, the carefully layered towels would catch it.

He had brought from home a plastic bag used as a liner for small bathroom waste cans. Avoiding the filmy protuberant eyes, he pulled the bag over the dead man’s head and with adhesive tape sealed it as best he could around the neck—further insurance against a spill.

Although he knew that no one could be driven mad by grisly work, knew that the horror came after the madness, not before, he wondered how much more he could traffic with the dead before his every dream, if not his waking hours, would be a howling bedlam.

Lanny came out of the chair onto the tarp readily enough, but then he became uncooperative. He lay on the floor in the position of a man sitting in a chair; and his legs couldn’t be pulled straight.

Rigor mortis. The corpse was stiff and would largely remain so until decomposition advanced far enough to soften the tissues that rigor mortis made rigid.

Billy had no idea how long that would be. Six hours, twelve? He couldn’t wait around to see.

He struggled to wrap Lanny in the tarp. At times the dead man’s resistance seemed conscious and stubborn.

The final package was awkward but adequately sealed. He hoped the rope handle would hold.

The towels were spotless. He folded them and returned them to the linen closet.

They didn’t seem to smell as good as they had earlier.

Lanny to the head of the stairs proved easy, but Lanny down the first flight was a hard thing to hear. In its half-fetal position, the body rapped and knocked step by step, managing to sound bony and gelatinous at the same time.

At the landing, Billy reminded himself that Lanny had betrayed him in an attempt to save a job and pension, and that they were both here because of that. This truth, while inescapable, didn’t make the descent of the final flight of steps any less disturbing.

Getting the body along the lower hall, through the kitchen, and across the back porch was easy enough. Then more steps, just a short flight, and they were in the yard.

He considered loading the body in the Explorer and driving it as close to the ancient vent as possible. The distance was not great, however, and dragging Lanny all the way to his final resting place seemed to require no more exertion than to heave him into the SUV and wrestle him out again.

Like a banked furnace, the land now returned the stored heat of the day, but at last a faint breeze came down out of the stars.

En route, the sloping yard and the swath of tall grass and knee-high brush beyond proved longer than he had imagined it would be from the foot of the porch steps. His arms began to ache, his shoulders, his neck.

The hook wounds, which had not recently bothered him, began to throb with new heat.

Somewhere along the way, he realized that he was crying. This scared him. He needed to remain tough.

He understood the source of the tears. The nearer that he drew to the lava pipe, the less Billy was able to regard his burden as an incriminating cadaver. Neither anointed nor eulogized, this was Lanny Olsen, the son of the good woman who had opened her heart and her home to an emotionally devastated fourteen-year-old boy.

Now in the starlight, to Billy’s dark-adapted eyes, the knob of rock embracing the lava pipe looked increasingly like a skull.

No matter what lay ahead, whether a mountain of skulls or a vast plain of them, he could not go back, and he certainly could not bring Lanny to life again, for he was only Billy Wiles, a good bartender and a failed writer. There were no miracles in him, only a stubborn hope, and a capacity for blind perseverance.

So in the starlight and the hot breeze, he came to the place of the skull. There, he didn’t delay, not even to catch his breath, but pushed the wrapped cadaver into the hole.

He lay against the redwood frame, peering into the bottomless blackness, listening to the long descent of the body, the only way he could bear witness.

When silence came, he closed his eyes against the dark below and said, “It is finished.”

Of course only this task was finished, and others lay ahead of him, perhaps some as bad, though surely none worse.

He had left the flashlight and the power screwdriver on the ground beside the lava pipe. He slid the redwood lid into place, fished the steel screws out of his pockets, and secured the cover.

Sweat had washed the last tears from his face by the time that he returned to the house.

Behind the garage, he left the screwdriver and the flashlight in the Explorer. The latex gloves were torn. He stripped them off, stuffed them into the SUV’s litter bag, and drew on a fresh pair.

He returned to the house to inspect it from top to bottom. He dared leave nothing behind to indicate that either he or a dead body had been there.

In the kitchen, he could not decide what to do about the rum, cola, sliced lime, and other items on the table. He gave himself time to think about them.

Intending to start upstairs, in the master bedroom, he followed the rose-flowered runner along the hallway to the front of the house. As he approached the foyer, he grew aware of an unexpected brightness to his right, beyond the living-room archway.

The revolver in his hand suddenly became less a burdensome weight than an essential tool.

On his first pass through the house, on his way upstairs to see if Lanny’s body remained in the bedroom armchair, Billy had switched on the overhead fixture in the living room, but only that. Now every lamp was aglow.

Sitting on a sofa, facing the archway, a testament to unreason and the durability of thrift-shop clothes, sat Ralph Cottle.




Chapter 51


Ralph Cottle had incredibly shed his plastic shroud, improbably ascended from thousands of feet beneath the valley floor, impossibly let himself into the Olsen house, just forty minutes after whistling down the lava pipe, and all while remaining dead and a registered skeptic.

So disorienting was the sight of Cottle that for an instant Billy believed the man had to be alive, that somehow he had never been dead, but in the next instant he realized that the first body he had dropped into the volcanic vent had not been Cottle, that the filling of the corpse burrito had been replaced.

Billy heard himself say “Who?” by which he meant to ask who could have been in the tarp, and he began to turn toward the hallway behind him, intending to shoot anyone there, no questions asked.

A lead-shot sap, or something rather like it, expertly rapped him at precisely the right point above the back of the neck, at the base of the skull, inducing less pain than color. Brilliant but brief electric-blue and magma-red coruscations fanned through his head and dazzled on the backs of his descending eyelids.

He never felt the floor come up to meet him. For what seemed like hours, he dropped in free fall through a lightless lava pipe, wondering how the dead amused themselves in the cold heart of an extinguished volcano.

The darkness seemed to want him more than the light, for he woke in fits and starts, repeatedly plucked back into the depths just as he floated to the surface of consciousness.

Twice, a demanding voice spoke to him, or twice that he heard. Both times he understood it, but only the second time was he able to respond.

Even dazed and confused, Billy warned himself to listen to the voice, to remember the pitch and the timbre, so he could identify it later. Identification would be difficult because it didn’t sound much like a human voice; rough, strange, distorted, it insistently posed a question. “Are you prepared for your second wound?”

Following the repetition, Billy discovered that he was able to answer: “No.”

Finding his voice, worried that it sounded so wheezy, he also found the power to open his eyes.

Although his vision was blurred and clearing too slowly, he could see the man in the ski mask and dark clothes standing over him. The freak’s hands were clad in supple black leather, and he needed both to hold a futuristic handgun.

“No,” Billy said again.

He lay on his back, half on the rose-flowered runner, half on the dark wood floor, his right arm across his chest, his left flung out to his side, the revolver in neither hand.

As the last of the blur washed out of his vision, Billy saw that the handgun did not, after all, provide proof of a time traveler or of an extraterrestrial visitor. It was just one of those portable nail guns not limited to the length of a compressor hose.

His left hand lay palm-up on the floor, and the man in the mask nailed it to the hardwood.






PART 3


ALL YOU HAVE IS HOW YOU LIVE




Chapter 52


Pain and fear muddle reason, fog the mind.

Punctured flesh punched a scream from Billy. A paralytic haze of terror slowed his thoughts as he realized he was pinned to the floor, immobilized in the presence of the freak.

Pain can be endured and defeated only if it is embraced. Denied or feared, it grows in perception if not in reality.

The best response to terror is righteous anger, confidence in ultimate justice, a refusal to be intimidated.

Those thoughts didn’t march now in orderly fashion through his mind. They were truths held in his adapted unconscious, based on hard experience, and he acted on them as if they were instincts born in blood and bone.

When he’d fallen, he dropped the revolver. The freak didn’t appear to have it. The weapon might be within reach.

Billy rolled his head, searching the hallway. With his free hand, he felt the floor along his right side.

The freak threw something in Billy’s face.

He flinched, expecting more pain. Just a photograph.

He couldn’t see the image. He shook his head to cast the photo off his face. The picture flipped onto his chest, where suddenly he thought the freak would spike it.

No. Carrying the nail gun, the killer walked away along the hall, toward the kitchen. One nail well placed. His work here was done.

Get an image of him. Freeze it in memory. Approximate height, weight. Big in the shoulders or not? Wide or narrow in the hips?

Anything distinctive in the walk, graceful or not?

Pain, fear, swimming vision, but most of all the extreme angle of view—Billy flat on his back; the killer on his feet—defeated an attempt to build a physical profile of the man in the few seconds that he was in sight.

The freak disappeared into the kitchen. He moved around out there, making noise. Looking for something. Doing something.

Billy spotted the crisp shine of machined steel on the dark hardwood floor of the foyer—the revolver. The weapon lay behind him and beyond his reach.

Having been to the place of the skull, having consigned Lanny to the lava pipe, Billy had exhausted his capacity for dread, or thought that he had until he realized that he must test the nail to see how securely it fixed him to the floor. He was loath to move his hand.

The pain was constant but tolerable, bad but not as terrible as he might have imagined. Trying to move the hand, however, trying to pry loose the spike, would be like chewing taffy with an abscessed tooth.

He wasn’t only loath to move his hand, but also to look at it. Although he knew the image conjured in his mind had to be worse than the reality, his stomach clenched as he turned his head and focused on his wound.

Except for an excess of fingers, the white latex surgical glove made his hand look like Mickey Mouse’s hand, like the cartoon hands taped to the walls and pointing the way to the chair where Lanny had been posed with one of his mother’s books. The cuff of the glove even had a little roll to it.

A spidery crawling at his wrist proved to be a trickling thread of blood, which robbed the moment of even dark comedy.

He expected the bleeding to be much worse than this. The nail obstructed flow. When he extracted it…

Holding his breath, Billy listened. No noise in the kitchen. Apparently the killer had gone.

He didn’t want the freak to hear him scream again, didn’t want to give him that satisfaction.

The nail. The head had not been driven flat to the flesh. About three-quarters of an inch of shank separated the nailhead from his palm. He could see the gripper marks in the steel.

He had no way of knowing the length of the nail. Judging by its diameter, he estimated that it measured at least three inches from head to point.

Subtracting both the portion that stood above his palm and the portion that passed through it, as much as an inch and a half might be embedded in the floor. After it penetrated the surface hardwood and the subflooring, little of the nail would remain to grip a joist.

If it was four inches long, however, it might be securely wedged in a joist. Getting loose would be one inch nastier.

Houses were well put together in the days when this one had been built. Either two-by-fours or two-by-sixes, most likely set twelve inches center-to-center, supported the subfloor.

Nevertheless, his odds were good. In every fourteen inches of floor width, only four inches were underlaid by joists.

Hammer ten nails into the floor at random, and three would find joists. The other seven would penetrate the empty spaces between timbers.

When he tried to cup his left hand to test its flexibility, he throttled an involuntary howl of pain into a snarl. He couldn’t choke it off entirely.

No laughter came from the kitchen, supporting his suspicion that the freak had gone.

Suddenly Billy wondered if, before leaving, the killer had dialed 911.




Chapter 53


As still and attentive as only a corpse can be, Ralph Cottle sat sentinel on the sofa.

The killer had crossed the dead man’s right leg over his left and had arranged his hands in his lap to give him a casual posture. He seemed to be waiting patiently for his host to appear with a tray of cocktails—or for Sergeants Napolitino and Sobieski.

Although Cottle had not been mutilated or tricked up with props, Billy thought of the macabre mannequins arranged with such care in Steve Zillis’s house.

Zillis was tending bar. Billy had seen his car there earlier, when he had stopped across the highway from the tavern to watch the setting sun blaze in the giant mural.

Cottle later. Zillis later. Now the nail.

Carefully, Billy turned on his left side to face the pierced hand.

With the thumb and forefinger of his right hand, he gripped the head of the nail. He tried gently to wiggle it back and forth, hoping to detect some play in it, but the nail felt rigid, deeply seated.

If the head had been small, he might have tried to slide his hand up the shank and pull it loose, leaving the nail in the floor.

The head was broad. Even if he could have tolerated the pain of twisting it backward through his hand, he would have done unthinkable damage in the process.

When he worked the nail more forcefully, pain tried to make a child of him. He ground the pain between his teeth, ground it so hard that his molars creaked in his jaws.

The nail did not creak in the wood, however, and it seemed that he would lose his teeth before extracting that spike. Then it moved.

Between his pinched thumb and finger, the nail loosened, not much but perceptibly. As it moved in the wood of the floor, it moved also in the flesh of his hand.

Pain was a light. Like chain lightning, it flared within him, flashed and flared.

He felt the shank grinding against bone. If the nail had cracked or chipped a bone, he would need medical attention sooner than later.

Although air-conditioned, the house had not previously seemed cold. Now sweat seemed to turn to ice on his skin.

Billy worked the nail, and the light of pain inside him grew brighter, brighter, until he thought that he must be translucent now, that the light would be visible, shining forth from him, if anyone but Cottle were there to see.

Although the odds were against a random nail finding a joist, this one had pierced not merely the flooring and the subflooring but also hard timber. The first grim truth of desperation roulette: You play the red, and the black comes up.

The nail came loose, and in a rush of triumph and rage, Billy almost threw it away from him, into the living room. Had he done so, he would have had to go find it because his blood was on the shank.

He put it on the floor beside the hole that it had made.

The blaze of pain darkened to throbbing embers, and he found that he could get to his feet.

His left hand bled from the entry and exit points, but not in a gush. He had been pierced, after all, not drilled, and the wound was not wide.

Cupping his right hand under his left to avoid dripping blood on the hallway runner and the flanking wood floor, he hurried into the kitchen.

The killer had left the back door open. He wasn’t on the porch, probably not in the yard, either.

At the sink, Billy cranked a faucet and held his left hand under the spout until it grew half numb from the cold water.

Soon the stream of blood diminished to an ooze. Pulling paper towels off a dispenser, he wound several layers around his hand.

He stepped onto the back porch. He held his breath, listening not for the killer but for approaching sirens.

After a minute, he decided there had not been a 911 call this time. The freak, the performer, prided himself on his cleverness; he would not repeat a trick.

Billy returned to the front of the house. He saw the photograph, which the killer had thrown in his face and which he had forgotten, and he plucked it off the hallway floor.

She was a pretty redhead. Facing the camera. Terrified.

She would have had a nice smile.

He had never seen her before. That didn’t matter. She was somebody’s daughter. Somewhere people loved her. Waste the bitch.

Those words, echoing in memory, nearly dropped Billy to his knees.

For twenty years, his emotions had not merely been restrained. Some of them had been denied. He had allowed himself to feel only what seemed safe to feel.

He had permitted himself anger only in moderation, and he had not indulged hatred whatsoever. He had been afraid that by admitting to one drop of hatred, he might unleash furious torrents that would destroy him.

Restraint in the face of evil, however, was no virtue, and to hate this homicidal freak was no sin. This was a righteous passion, more vehement than abhorrence, brighter even than the pain that had seemed to make of him an incandescent lamp.

He picked up the revolver. Leaving Cottle to his own devices in the living room, Billy climbed the stairs, wondering if when he returned he would find the dead man still on the sofa.




Chapter 54


In Lanny’s bathroom medicine cabinet, Billy found alcohol, an unopened package of liquid bandage, and an array of pharmacy bottles with caps that all warned CAUTION! NOT CHILD RESISTANT.

The nail, having been clean, had not itself been an agent of infection. But it might have carried bacteria from the surface of the skin into the wound.

Billy poured alcohol in his cupped left hand, hoping it would seep into the puncture wound. After a moment, the stinging began.

Because he had been careful not to flex his hand more than necessary, the bleeding had already nearly stopped. The alcohol did not restart it.

This was imperfect sterilization. He had neither the time nor the resources to do a better job.

He painted liquid bandage on both the entrance and exit wounds. This would help prevent filth from working into the puncture.

More important, the liquid bandage—which dried into a flexible rubbery seal—should inhibit further bleeding.

The plethora of pharmacy bottles each contained a few tablets or capsules. Evidently Lanny had been a bad patient who never quite finished a course of medication, but always reserved a portion with which to treat himself in the future.

Billy found two prescriptions for an antibiotic—Cipro, 500 mg. One bottle contained three tablets, the other five.

He combined all eight into one bottle. He peeled the label off and threw it in the waste can.

More than infection, he worried about inflammation. If his hand swelled and stiffened, he would be at a disadvantage in whatever confrontation might be coming.

Among the medications, he discovered Vicodin. It would not prevent inflammation but would relieve pain if that grew worse. Four tablets remained, and he added those to the Cipro.

Keeping time with his pulse, an ache throbbed in his wounded hand. And when he looked again at the photograph of the redhead, pain of a different character, emotional rather than physical, swelled too.

Pain is a gift. Humanity, without pain, would know neither fear nor pity. Without fear, there could be no humility, and every man would be a monster. The recognition of pain and fear in others gives rise in us to pity, and in our pity is our humanity, our redemption.

In the redhead’s eyes, pure terror. In her face, the wretched recognition of her fate.

He had not been able to save her. But if the freak had played the game according to his rules, she had not been tortured.

As Billy’s attention shifted from her face to the room behind her, he recognized his bedroom. She had been held captive in Billy’s house. She had been killed there.




Chapter 55


Sitting on the edge of the tub in Lanny’s bathroom, holding the photo of the redhead, Billy worked out the chronology of the murder.

The psychopath had called—when?—perhaps around twelve-thirty in the afternoon, earlier this same day, after the sergeants had left and after Cottle had been wrapped for disposal. For Billy, he had played the recording that offered two choices: the redhead tortured to death; the redhead murdered with a single shot or thrust.

Even at that time, the killer already held her captive. Almost surely he let her listen to the tape as he played it over the phone.

At one o’clock, Billy had left for Napa. Thereafter, the killer brought the woman into the house, took this snapshot, and killed her cleanly.

When the freak found Ralph Cottle wrapped in the tarp and stowed behind the sofa, his spirit of fun had been engaged. He swapped them, the young woman for the stewbum.

Billy had unknowingly dropped the redhead down the lava pipe, thereby denying her family the little solace that might come from having a body to bury.

This switch of cadavers felt like Zillis: this adolescent humor, the casualness with which he could sometimes deliver a mean joke.

Steve had not gone to work until six o’clock. He would have been free to play.

But now the creep was at the tavern. He could not have propped Cottle on the sofa and fired the nail gun.

Billy glanced at his wristwatch. Eleven-forty-one.

He made himself look at the redhead again because he thought he was going to bundle the photo with other evidence and drop it down the volcanic vent. He wanted to remember her, felt obliged to fix her face in memory forever.

When the freak had played the recorded message over the phone, if this woman had been there, bound and gagged and listening, perhaps she had also heard Billy’s reply: Waste the bitch.

Those words had spared her torture, but now they tortured Billy.

He could not throw away her photo. Keeping the snapshot was not a prudent act; it was dangerous. Yet he folded it, being careful not to crease her face, and tucked it in his wallet.

Warily, he went out to the Explorer. He thought he would know if the freak was still nearby, watching. The night felt safe, and clean.

He put the punctured latex glove in the trash bag, and pulled on a fresh one. He unplugged his cell phone and took it with him.

In the house again, he went through all the rooms from top to bottom, gathering all evidence into a plastic garbage bag, including the photo of Giselle Winslow (which he would not keep), the cartoon hands, the nail…

Finished, he put the bag by the back door.

He got a clean glass. From the jug on the table, he poured a few ounces of warm Coke.

With exercise, the ache in his hand had grown worse. He took one tablet of Cipro, one of Vicodin.

He decided to eradicate all evidence of his friend’s drinking binge. The house should offer nothing unusual for the police to contemplate.

When Lanny went missing long enough, they would come here to knock, to look through the windows. They would come inside. If they saw that he’d been pouring down rum, they might infer depression and the possibility of suicide.

The sooner they leaped to dire conclusions, the sooner they would search the farther reaches of the property. The longer that the trampled brush had to recover, the less likely they would ever focus on the securely covered lava pipe.

When all was neat and when the garbage bag of evidence was tied shut, when only Ralph Cottle remained to be attended, Billy used his cell phone to call the back bar number at the tavern.

Jackie O’Hara answered. “Tavern.”

“How’re the pigs with human brains?” Billy asked.

“They drink at some other joint.”

“Because the tavern is a family bar.”

“That’s right. And always will be.”

“Listen, Jackie—”

“I hate ‘listen, Jackie.’ It always means I’m going to be screwed.”

“I’m going to have to take off tomorrow, too.”

“I’m screwed.”

“No, you’re just melodramatic.”

“You don’t sound that sick.”

“It’s not a head cold. It’s a stomach thing.”

“Hold the phone to your gut, let me listen.”

“Suddenly you’re a hardass.”

“It doesn’t look right, the owner working the taps too much.”

“The place is so busy, Steve can’t handle a midnight crowd by himself?”

“Steve isn’t here, just me.”

Billy’s hand tightened on the cell phone. “I drove past earlier. His car was parked out front.”

“It’s a day off for Steve, remember?”

Billy had forgotten.

“When I couldn’t get a temp to fill your shift, Steve came in from three to nine to save my ass. What’re you doing out driving around when you’re sick?”

“I was going to a doctor’s appointment. Steve could only give you six hours?”

“He had stuff to do before and after.”

Like kill a redhead before, nail Billy’s hand to a floor after.

“What did the doctor say?” Jackie asked.

“It’s a virus.”

“That’s what they always say when they don’t know what the hell it really is.”

“No, I think it’s really a forty-eight-hour virus.”

“As if a virus knows from forty-eight hours,” Jackie said. “You go in with a third eye growing out of your forehead, they’ll say it’s a virus.”

“Sorry about this, Jackie.”

“I’ll survive. It’s just the tavern business, after all. It’s not war.”

Pressing END to terminate the call, Billy Wiles felt very much at war.

On a kitchen counter lay Lanny Olsen’s wallet, car keys, pocket change, cell phone, and 9-mm service pistol, where they had been since the previous night.

Billy took the wallet. When he left, he would also take the cell phone, the pistol, and the Wilson Combat holster.

From the items in the bread drawer, he selected half a loaf of whole wheat in a tie-top plastic bag.

Outside, standing at the eastern end of the porch, he threw the slices of bread onto the lawn. The morning birds would feast.

In the house once more, he lined the empty plastic bag with a dishtowel.

A gun case with glass doors stood in the study. In drawers under the doors, Lanny kept boxes of ammunition, four-inch aerosol cans of chemical Mace, and a spare police utility belt.

On the belt were pouches for backup magazines, a Mace holder, a Taser sleeve, a handcuff case, a key holder, a pen holder, and a holster. It was all ready to go.

From the belt, Billy removed a loaded magazine. He also took the handcuffs, a can of Mace, and the Taser. He put those items in the bread bag.




Chapter 56


Quick winged presences, perhaps bats feeding on moths in the first hour of Thursday morning, swooped low through the yard, past Billy, and climbed. When he followed the sound of what he could not see, his gaze rose to the thinnest silver shaving of a new moon.

Although it must have been there earlier, making its way west, he had not noticed this fragile crescent until now. Not surprising. Since nightfall, he’d had little time for the sky, his attention grimly earthbound.

Ralph Cottle, limbs stiffened at inconvenient angles by rigor mortis, wrapped in a blanket because no plastic drop cloth could be found, held in a bundle by Lanny’s entire collection of neckties—three—did not drag easily across the sloped yard to the brush line.

Cottle had said that he was nobody’s hero. And certainly he had died a coward’s death.

He had wanted to live even his shabby existence because—What else is there?—he could not imagine that something better might be his to strive for, or to accept.

In the moment when the blade slipped between his ribs and stopped his heart, he would have realized that while life could be evaded, death could not.

Billy felt a certain solemn sympathy for even this man, whose despair had been deeper than Billy’s and whose resources had been shallower.

And so when the brush and brambles snared the soft blanket and made dragging the body too difficult, he picked it up and hauled it across his shoulder, without revulsion or complaint. Under the burden, he staggered but didn’t collapse.

He had returned minutes earlier to remove, once again, the lid from the redwood frame. The open vent waited.

Cottle had said there wasn’t one world but a billion, that his was different from Billy’s. Whether that had been true or not, here their worlds became one.

The bundled body dropped. And hit. And tumbled. And dropped. Into the dark, the vacant into the vacant.

When silence endured, suggesting that the skeptic had reached his deep rest with the good son and the unknown woman, Billy shoved the cover into place, used his flashlight to be sure the holes were aligned, and screwed it down once more.

He hoped never to see this place again. He suspected, however, that he would have no choice but to return.

Driving away from the Olsen house, he did not know where to go. Eventually he must confront Steve Zillis, but not at once, not yet. First he needed to prepare himself.

In another age, men on the eve of battle had gone to churches to prepare themselves spiritually, intellectually, emotionally. To incense, to candlelight, to the humility that the shadow of the redeemer pressed upon them.

In those days, every church had been open all day and night, offering unconditional sanctuary.

Times had changed. Now some churches might remain open around the clock, but many operated according to posted hours and locked their doors long before midnight.

Some withheld perpetual sanctuary because of the costs of heat and electricity. Budgets trump mission.

Others were plagued by vandals with cans of spray paint and by the faithless who, in a mocking spirit, came to copulate and leave their condoms.

In previous ages of rampant hatred, such intolerance had been met with resolve, with teaching, and with the cultivation of remorse. Now the clerical consensus was that locks and alarms worked better than the former, softer remedies.

Rather than travel from church to church, trying their doors and finding only sanctuary by prior appointment, Billy went where most modern men in need of a haven for contemplation were drawn in post-midnight hours: to a truck stop.

Because no interstate highways crossed the county, the available facility, along State Highway 29, was modest by the standards of the Little America chain that operated truck stops the size of small towns. But it featured banks of fuel pumps illuminated to rival daylight, a convenience store, free showers, Internet access, and a 24/7 diner that offered fried everything and coffee that would stand your hair on end.

Billy didn’t want the coffee or cholesterol. He sought only the bustle of rational commerce to balance the irrationality with which he’d been dealing, and a place so public that he would not be at risk of attack.

He parked in a space outside the diner, under a lamppost of such wattage he could read by the light that fell through the windshield.

From the glove box, he took foil packets of moist towelettes. He used them to scrub his hands.

They had been invented to mop up after a Big Mac and fries in the car, not to sterilize the hands after disposing of corpses. But Billy wasn’t in a position—or of a mind—to be fussy.

His left hand, nailed and unpaled, felt hot and slightly stiff. He flexed it slowly, gingerly.

Because of the Vicodin, he felt no pain. That might not be good. A growing problem with the hand, not sensed, might manifest in a sudden weakness of grip at the very moment in the evolving crisis when strength was needed.

With warm Pepsi, he washed down two more Anacin, which had some effect as an anti-inflammatory. Motrin would have been better, but what he had was Anacin.

The right dose of caffeine could compensate somewhat for too little sleep, but too much might fray the nerves and compel him to rash action. He took another No-Doz anyway.

Busy hours had passed since he had eaten the Hershey’s and the Planters bars. He ate another of each.

While he ate, he considered Steve Zillis, his prime suspect. His only suspect.

The evidence against Zillis seemed overwhelming. Yet it was all circumstantial.

That did not mean the case was unsound. Half or more of the convictions obtained in criminal courts were based on convincing webs of circumstantial evidence, and far less than one percent of them were miscarriages of justice.

Murderers did not obligingly leave direct evidence at the scenes of their crimes. Especially in this age of DNA comparison, any felon with a TV could catch the CSI shows and educate himself in the simple steps that he must take to avoid self-incrimination.

Everything from antibiotics to zydeco had its downside, however, and Billy knew too well the dangers of circumstantial evidence.

He reminded himself that the problem had not been the evidence. The problem had been John Palmer, now the sheriff, then an ambitious young lieutenant bucking for a promotion to captain.

The night that Billy had made an orphan of himself, the truth had been horrific but clear and easily determined.




Chapter 57


From a dream erotic, fourteen-year-old Billy Wiles is awakened by raised voices, angry shouting.

At first he is confused. He seems to have rolled out of a fine dream into another that is less pleasing.

He pulls one pillow over his head and buries his face in a second, trying to press himself back into the silken fantasy.

Reality intrudes. Reality insists.

The voices are those of his mother and father, rising from downstairs, so loud that the intervening floor hardly muffles them.

Our myths are rich with enchanters and enchantresses: sea nymphs that sing sailors onto rocks, Circe turning men into swine, pipers playing children to their doom. They are metaphors for the sinister secret urge to self-destruction that has been with us since the first bite of the first apple.

Billy is his own piper, allowing himself to be drawn out of bed by the dissonant voices of his parents.

Arguments are not common in this house, but neither are they rare. Usually disagreements remain quiet, intense, and brief. If bitterness lingers, it is expressed in sullen silences that in time heal, or seem to.

Billy does not think of his parents as unhappy in marriage. They love each other. He knows they do.

Barefoot, bare-chested, in pajama bottoms, waking as he walks, Billy Wiles follows the hallway, descends the stairs…

He does not doubt that his parents love him. In their way. His father expresses a stern affection. His mother oscillates between benign neglect and raptures of maternal love that are as genuine as they are overdone.

The nature of his mother’s and father’s frustrations with each other has always remained mysterious to Billy and seemed to be of no consequence. Until now.

By the time that he reaches the dining room, within sight of the kitchen door, Billy is immersed against his will—or is he?—in the cold truths and secret selves of those whom he thought he knew best in the world.

He has never imagined that his father could contain such fierce anger as this. Not just the savage volume of the voice but also the lacerating tone and the viciousness of the language reveal a long-simmering resentment boiled down to a black tar that provides the ideal fuel for anger.

His father accuses his mother of sexual betrayal, of serial adultery. He calls her a whore, calls her worse, graduating from anger to rage.

In the dining room, where Billy is immobilized by revelation, his mind reels at the accusations hurled at his mother. His parents have seemed to him to be asexual, attractive but indifferent to such desires.

If he had ever wondered about his conception, he would have attributed it to marital duty and to a desire for family rather than to passion.

More shocking than the accusations are his mother’s admission of their truth—and her countercharges, which reveal his father to be both a man and also something less than a man. In language more withering than what is directed at her, she scorns her husband, and mocks him.

Her mockery puts the pedal to his rage and drives him into fury. The slap of flesh on flesh suggests hand to face with force.

She cries out in pain but at once says, “You don’t scare me, you can’t scare me!”

Things shatter, crack, clatter, ricochet—and then comes a more terrible sound, a brutal bludgeoning ferociousness of sound.

She screams in pain, in terror.

Without memory of leaving the dining room, Billy finds himself in the kitchen, shouting at his father to stop, but his father does not appear to hear him or even to recognize his presence.

His father is enthralled by, hypnotized by, possessed by the hideous power of the bludgeon that he wields. It is a long-handled lug wrench.

On the floor, Billy’s devastated mother hitches along like a broken bug, no longer able to scream, making tortured noises.

Billy sees other weapons lying on the kitchen island. A hammer. A butcher knife. A revolver.

His father appears to have arranged these murderous instruments to intimidate his mother.

She must not have been intimidated, must have thought that he was a coward, fatuous and ineffectual. A coward he surely is, taking a lug wrench to a defenseless woman, but she has badly misjudged his capacity for evil.

Seizing the revolver, gripping it with both hands, Billy shouts at his father to stop, for God’s sake stop, and when his warning goes unheeded, he fires a shot into the ceiling.

The unexpected recoil knocks back through his shoulders, and he staggers in surprise.

His father turns to Billy but not in a spirit of submission. The lug wrench is an avatar of darkness that controls the man at least as much as he controls it.

“Whose seed are you?” his father asks. “Whose son have I been feeding all these years, whose little bastard?”

Impossibly, the terror escalates, and when he understands that he must kill or be killed, Billy squeezes the trigger once, squeezes twice, a third time, his arms jumping with the recoil.

Two misses and a chest wound.

His father is jolted, stumbles, falls backward as the bullet pins a boutonniere of blood to his breast.

Dropped, the lug wrench rings against—and cracks—the tile floor, and after it there is no more shouting, no more angry words, just Billy’s breathing and his mother’s muted expressions of misery.

And then she says, “Daddy?” Her voice is slurred, and cracked with pain. “Daddy Tom?”

Her father, a career Marine, had been killed in action when she was ten. Daddy Tom was her stepfather.

“Help me.” Her voice grows thicker, distressingly changed. “Help me, Daddy Tom.”

Daddy Tom, a juiceless man with hair the color of dust, has eyes the yellow-brown of sandstone. His lips are perpetually parched, and his atrophied laugh rasps any listener’s nerves.

Only in the most extreme circumstances would anyone ask Daddy Tom for help, and no one would expect to receive it.

“Help me, Daddy Tom.”

Besides, the old man lives in Massachusetts, a continent away from Napa County.

The urgency of the situation penetrates Billy’s immobilizing shock, and terrified compassion now moves him toward his mother.

She seems to be paralyzed, the little finger on her right hand twitching, twitching, but nothing else moving from the neck down.

Like broken pottery poorly repaired, the shape of her skull and the planes of her face are wrong, all wrong.

Her one open eye, now her only eye, focuses on Billy, and she says, “Daddy Tom.”

She does not recognize her son, her only child, and thinks that he is the old man from Massachusetts.

“Please,” she says, her voice cracking with pain.

The broken face suggests irreparable brain damage of an extent that wrings from Billy a choking sob.

Her one-eyed gaze travels from his face to the gun in his hand. “Please, Daddy Tom. Please.”

He is only fourteen, a mere boy, so recently a child, and there are choices he should not be asked to make. “Please.”

This is a choice to humble any grown man, and he cannot choose, will not choose. But, oh, her pain. Her fear. Her anguish.

With a thickening tongue, she pleads, “Oh, Jesus, oh, Jesus, where is me? Who’s you? Who’s in here crawling, who is that? Who is you in here, scares me? Scares me!”

Sometimes the heart makes decisions that the mind cannot, and although we know that the heart is deceitful above all things, we also know that at rare moments of stress and profound loss it can be purged pure by suffering.

In the years to come, he will never know if trusting his heart at this moment is the right choice. But he does as it tells him.

“I love you,” he says, and shoots his mother dead.

Lieutenant John Palmer is the first officer on the scene.

What initially appears to be the bold entrance of dependable authority will later seem, to Billy, like the eager rush of a vulture to carrion.

Waiting for the police, Billy has been unable to move out of the kitchen. He cannot bear to leave his mother alone.

He feels that she hasn’t fully departed, that her spirit lingers and takes comfort from his presence. Or perhaps he feels nothing of the sort and only wishes this to be true.

Although he cannot look at her anymore, at what she has become, he stays nearby, eyes averted.

When Lieutenant Palmer enters, when Billy is no longer alone and no longer needs to be strong, his composure slips. Tremors nearly shake the boy to his knees.

Lieutenant Palmer asks, “What happened here, son?”

With these two deaths, Billy is no one’s child, and he feels his isolation in his bones, bleakness at the core, fear of the future.

When he hears the word son, therefore, it seems to be more than a mere word, seems to be a hand extended, hope offered.

Billy moves toward John Palmer.

Because the lieutenant is calculating or only because he is human, after all, he opens his arms.

Shaking, Billy leans into those arms, and John Palmer holds him close. “Son? What happened here?”

“He beat her. I shot him. He beat her with the wrench.”

“You shot him?”

“He beat her with the lug wrench. I shot him. I shot her.”

Another man might allow for the emotional turmoil of this young witness, but the lieutenant’s primary consideration is that he has not yet made captain. He is an ambitious man. And impatient.

Two years previous, a seventeen-year-old boy in Los Angeles County, far south of Napa, had shot his parents to death. He pleaded innocent by reason of long-term sexual abuse.

That trial, having concluded only two weeks before this pivotal night in Billy Wiles’s life, had resulted in conviction. The pundits predicted the boy would go free, but the detective in charge of the case had been diligent, accumulating a convincing mass of evidence, catching the perpetrator in lie after lie.

For the past two weeks, that indefatigable detective had been a media hero. He received lots of face time on TV. His name was better known than that of the mayor of Los Angeles.

With Billy’s admission, John Palmer does not see an opportunity to pursue the truth but instead sees an opportunity.

“Who did you shoot, son? Him or her?”

“I s-shot him. I shot her. He beat her so bad with the wrench, I had to s-shoot them both.”

As other sirens swell in the distance, Lieutenant Palmer leads Billy out of the kitchen, into the living room. He directs the boy to sit on the sofa.

His question no longer is What happened here, son? His question now is, “What have you done, boy? What have you done?”

For too long, young Billy Wiles does not hear the difference.

Thus begins sixty hours of hell.

At fourteen, he cannot be made to stand trial as an adult. With the death penalty and life imprisonment off the table, the pressures of interrogation should be less than with an adult offender.

John Palmer, however, is determined to break Billy, to wring from him a confession that he himself beat his mother with the lug wrench, shot his father when his father tried to protect her, then finished her, too, with a bullet.

Because the punishment for juvenile offenders is so much less severe than for adults, the system sometimes guards their rights less assiduously than it should. For one thing, if the suspect does not know he should demand an attorney, he might not be informed of that right on as timely a basis as would be ideal.

If the suspect’s lack of resources requires a public defender, there is always the chance that the one assigned will be feckless. Or foolish. Or badly hung over.

Not every lawyer is as noble as those who champion the oppressed in TV dramas, just as the oppressed themselves are seldom as noble in real life.

An experienced officer like John Palmer, with the cooperation of selected superiors, guided by reckless ambition and willing to put his career at risk, has a sleeve full of tricks to keep a suspect away from legal counsel and available for unrestricted interrogation in the hours immediately after taking him into custody.

One of the most effective of these ploys is to make Billy into a “busboy.” A public defender arrives at the holding facility in Napa only to discover that because of limited cell space or for other bogus reasons, his client has been moved to the Calistoga substation. On arriving in Calistoga, he hears that a regrettable mistake has been made: The boy has actually been taken to St. Helena. In St. Helena, they send the attorney chasing back to Napa.

Furthermore, while transporting a suspect, a vehicle sometimes has mechanical problems. An hour’s drive becomes three hours or four depending on the required repairs.

During these two and a half days, Billy passes through a blur of drab offices, interrogation rooms, and cells. Always, his emotions are raw, and his fears are as constant as his meals are irregular, but the worst moments occur in the patrol car, on the road.

Billy rides in back, behind the security barrier. His hands are cuffed, and a chain shackles his cuffs to a ring bolt in the floor.

There is a driver who never has a thing to say. In spite of regulations forbidding this arrangement, John Palmer shares the backseat with his suspect.

The lieutenant is a big man, and his suspect is a fourteen-year-old boy. In these close quarters, the disparity in their sizes is of itself disturbing to Billy.

In addition, Palmer is an expert at intimidation. Ceaseless talk and questions are punctuated only by accusing silences. By calculated looks, by carefully chosen words, by ominous mood shifts, he wears on the spirit as effectively as a power sander wears on wood.

The touching is the worst.

Palmer sits closer some times than others. Occasionally he sits as close as a boy might want to sit to a girl, his left side pressed to Billy’s right.

He ruffles Billy’s hair with patently false affection. He rests one big hand on Billy’s shoulder, now on his knee, now on his thigh.

“Killing them isn’t a crime if you had a good reason, Billy. If your father molested you for years and your mother knew, no one could blame you.”

“My father never touched me like that. Why do you keep saying he did?”

“I’m not saying, Billy. I’m asking. You’ve nothing to be ashamed about if he’s been poking you since you were little. That makes you a victim, don’t you see? And even if you liked it—”

“I wouldn’t like it.”

“Even if you did like it, you’ve no reason to be ashamed.” The hand on the shoulder. “You’re still a victim.”

“I’m not. I wasn’t. Don’t say that.”

“Some men, they do awful things to defenseless boys, and some of the boys get to like it.” The hand on the thigh. “But that makes the boy no less innocent, Billy. The sweet boy is still innocent.”

Billy almost wishes that Palmer would hit him. The touching, the gentle touching and the insinuation are worse than a blow because it seems that the fist might come anyway when the touching fails.

On more than one occasion, Billy nearly confesses just to escape the maddening rhythms of Lieutenant John Palmer’s voice, to be free from the touching.

He begins to wonder why… After he put an end to his mother’s suffering, why had he called the police instead of jamming the muzzle of the revolver in his mouth?

Billy is saved at last by the good work of the medical examiner and the CSI technicians, and by the second thoughts of other officers who have let Palmer whip the case as he wishes. The evidence indicts the father; none points to the son.

The only print on the revolver is one of Billy’s, but one clear fingerprint and a partial palm on the long handle of the polished-steel wrench belong to Billy’s father.

The killer swung the lug wrench with his left hand. Unlike his father, Billy is right-handed.

Billy’s clothes were marked by a small amount of blood but not a liberal spattering. A back-spray of blood stippled the sleeves of his father’s shirt.

Clawing, she had tried to fend off her husband. His blood and skin, not Billy’s, were under her fingernails.

In time, two members of the department are forced to resign, and another is fired. When the smoke dissipates, Lieutenant John Palmer somehow remains standing without sear or singe.

Billy considers accusing the lieutenant, but fears testifying and, most of all, fears the consequences of not prevailing in court. Prudence suggests withdrawal.

Stay low, stay quiet, keep it simple, don’t expect much, enjoy what you have. Move on.

Amazingly, moving on eventually means moving in with Pearl Olsen, the widow of one deputy and the mother of another.

She makes the offer to rescue Billy from the limbo of child-service custody, and in their first meeting, he knows instinctively that she will always be no more and no less than she appears to be. Although he is only fourteen, he has learned that harmony between reality and appearance may be more rare than any child imagines, and is a quality he may hope to foster in himself.




Chapter 58


Parked in the bright lights of the truck stop, outside the diner, Billy Wiles ate Hershey’s, ate Planters, and brooded about Steve Zillis.

The evidence against Zillis, while circumstantial, seemed to support suspicion far more than anything that John Palmer had used to justify targeting Billy.

Nevertheless, he worried that he might be about to move against an innocent man. The mannequins, the bondage pornography, and the general condition of Zillis’s house proved he was a creep and perhaps even deranged, but none of it proved he had killed anyone.

Billy’s experience at the hands of Palmer left him yearning for certainty.

Hoping to turn up one case-fortifying fact, even something as thin as the wisp of crescent moon above the diner, Billy picked up the paper that he had bought in Napa and had heretofore had no time to read. The front-page story about Giselle Winslow’s murder.

Crazily, he hoped that the cops had found a cherry stem tied in a knot near the corpse.

Instead, what leaped at him from the article, what flew at him as quick as a bat to a moth, was the fact that Winslow’s left hand had been cut off. The freak had taken a souvenir, not a face this time, but a hand.

Lanny had not mentioned this. But when Lanny had driven into the tavern parking lot as Billy took the second note off the Explorer’s windshield, Winslow’s body had only recently been found. Not all of the details had yet been shared on the sheriffs-department hotline.

Inevitably, Billy remembered the note that had been taped to his refrigerator seventeen hours earlier and that he had secreted in his copy of In Our Time. The message warned him that “An associate of mine will come to see you at 11:00. Wait for him on the front porch.”

In memory, he could see the last two lines of that note, which had been baffling at the time, but were less so now. You seem so angry. Have I not extended to you the hand of friendship? Yes, I have.

Even on first reading, those lines had seemed to be mocking, taunting. Now they jeered him, challenged him to accept that he was hopelessly outclassed.

Somewhere in his house, the severed hand awaited discovery by the police.




Chapter 59


A man and woman, a trucker couple in jeans and T-shirts and baseball caps—his said PETERBILT; hers said ROAD GODDESS—came out of the diner. The man probed his incisors with a toothpick, while the woman yawned, rolled her shoulders, and stretched her arms. From behind the wheel of the Explorer, Billy found himself staring at the woman’s hands, thinking how small they were, how easily one of them could be hidden. In the attic. Under a floorboard. Behind the furnace. In the back of a closet. In the crawlspace under one of the porches, front or back. Perhaps in the garage, in a workshop drawer. Preserved in formaldehyde or not. If one victim’s hand had been secreted on his property, why not a part of another victim, too? What had the freak harvested from the redhead, and where had he put it? Billy was tempted to drive home at once, to search the house thoroughly from top to bottom. He might need the rest of the night and all of the morning to find these incriminating horrors.

And if he did not find them, would he spend the coming afternoon in the search, as well? How could he not?

Once the quest had begun, he would be compelled, obsessed to continue until he discovered the grisly grail.

According to his wristwatch, it was 1:36 A.M., Thursday morning. The pertinent midnight lay little more than twenty-two hours away. My last killing: midnight Thursday.

Already Billy was functioning on caffeine and chocolate, Anacin and Vicodin. If he spent his day in a frantic search for body parts, if by twilight he had neither identified the freak nor gotten any rest, he would be physically, mentally, and emotionally exhausted; in that condition, he would not be a reliable guardian for Barbara.

He must not waste time searching for the hand.

Besides, as he read about it in the newspaper for the second time, he was reminded of something other than the note taped to his refrigerator. The mannequin with six hands.

With the fists at the ends of its arms, it had held steak knives that were rammed into its throat.

Its feet had been replaced with hands, the better to grip the spear-point iron stave with which it abused itself.

A third pair of hands had been severed from a donor mannequin. They sprouted from the breasts of the six-handed specimen as if it were an obscene depiction of the Hindu goddess Kali.

Although the three other mannequins in that room had featured the usual number of hands, the one with six suggested Zillis might have a hand fetish.

In the photos on the covers of those pornographic videos, the women’s hands had often been restrained. With handcuffs. With rope. With tightly cinched leather straps.

The fact that a hand had been harvested from Giselle Winslow seemed meaningful if not damning.

Billy was reaching. Stretching. He didn’t have enough rope to fashion a legitimate noose for Steve Zillis. Have I not extended to you the hand of friendship? Yes, I have.

Gross, juvenile humor. Billy could see Zillis smirking, could hear him saying those very words. He could hear them said in that cocky, jokey, performing-bartender voice.

Suddenly it seemed that so much of Zillis’s act at the tavern involved his hands. He was unusually dexterous. He juggled the olives and other items. He knew card tricks, all sleight-of-hand. He could “walk” a coin across his knuckles, make it disappear.

None of this helped Billy tie a better noose.

Soon it would be two o’clock. If he was going after Zillis, he preferred to do it under the cover of darkness.

The liquid bandage on the puncture wounds in his hand had been put to a thorough test. It had cracked at the edges, frayed.

He opened the bottle and painted another layer over the first, wondering if it was significant that the promised second wound had been a nail through his hand.

If he went after Zillis, he would first have a conversation with him. Nothing more. Nothing worse. Just a serious talk.

In case Zillis was the freak, the questions would have to be asked at the point of a gun.

Of course, if Zillis proved to be just a sick creep but not a killer, he would not be understanding; he would be pissed. He might want to press charges for forced entry, whatever.

The only way to keep him quiet might be to intimidate him. He wouldn’t likely be intimidated unless Billy hurt him seriously enough to get his attention and unless he believed that he would be hurt even worse if he called the police.

Before he went after Zillis, Billy had to be sure that he had the capacity to assault an innocent man and brutalize him to keep him silent.

He flexed and opened his slightly stiff left hand. Flexed and opened.

Here was a choice not entirely forced upon him: He could put himself in a position where he might have to hurt and intimidate an innocent man—or delay, think, wait for events to unfold, and thereby possibly place Barbara in greater danger. The choice is yours.

It always had been. It always would be. To act or not to act. To wait or to go. To close a door or open one. To retreat from life or to enter it.

He did not have hours or days to analyze the quandary. Anyway, given time, he would only get lost in the analysis.

He sought wisdom learned from hard experience and applicable to this situation, but he found none. The only wisdom is the wisdom of humility.

In the end, he could make his decision based on nothing more than the purity of his motive. And even the full truth of motive might not be known.

He started the engine. He drove away from the truck stop.

He couldn’t find the moon, that thinnest palest sliver of a moon. It must have been at his back.




Chapter 60


At 2:09 A.M., Billy parked on a quiet residential street, two and a half blocks from Steve Zillis’s house.

The lower limbs of Indian laurels hung under the streetlights, and across the lamp-yellowed sidewalks, leaf shadows spilled like a treasure of black coins.

He walked unhurriedly, as if he were a lifelong insomniac who regularly went strolling in these dead hours.

The windows of the houses were dark, the porch lights off. No traffic passed him.

By now the earth had given back a lot of the stored heat from the day. The night was neither hot nor cool.

The twisted neck of the bread bag was looped around his belt, and the bag, lined with a dishtowel, hung at his left side. In it were the handcuffs, the small can of Mace, and the Taser.

Depending from his belt at his right hip: the Wilson Combat holster. The loaded pistol filled it.

He had pulled his T-shirt out of his jeans, to wear it loose. The T-shirt somewhat concealed the pistol. From a distance of more than a few feet, at night, no one would recognize the telltale outline of the weapon.

When he reached Zillis’s place, he left the sidewalk for the driveway and then followed the wall of eucalyptus trees past the garage.

At the front, the house had been dark behind the drawn blinds; but lights shone softly at some rear windows. Zillis’s bedroom, his bathroom.

Billy stood in the backyard, studying the property, alert to every nuance of the night. He let his eyes forget the Street lamps and adapt more completely to the darkness.

He tucked his T-shirt into his jeans once more, to make the holstered pistol accessible.

From a pocket he took a pair of latex gloves, slipped his hands into them.

The neighborhood was quiet. The houses were not far apart. He would need to be careful about noise when he got inside. Screams would be heard, as would gunfire not well muffled by a pillow.

He left the yard for the covered patio, on which stood a single aluminum chair. No table, no barbecue, no potted plants.

Through the panes in the back door, he could see the kitchen lighted only by two digital clocks, one on the oven and one on the microwave.

He pulled the bread bag loose from his belt and withdrew from it the can of Mace. The dishtowel liner softened the sound of the shifting handcuffs. He twisted the neck of the bag and looped it securely around his belt again.

On his first visit, he had stolen a spare key from a kitchen drawer. He inserted the key cautiously, turned it slowly, concerned that the lock might be noisy and that sound might carry too well in the small house.

The door eased open. The hinges whispered with corrosion but did not squeak.

He stepped inside and shut the door behind him.

For a minute he did not move. His eyes were well accustomed to the dark, but he still needed to orient himself.

His heart raced. Maybe that was partly the caffeine tablets at work.

As he crossed the kitchen, the rubber soles of his Rockports squeaked slightly on the vinyl flooring. He winced but kept going.

The living room was carpeted. He took two silent steps into it before stopping again to orient himself.

Zillis’s scorn for furniture was a blessing. There weren’t many obstructions to worry about in the dark.

Billy heard faint voices. Alarmed, he listened. He couldn’t make out what they were saying.

Having expected to find Zillis alone, he considered retreating. But he had to know more.

A dim glow marked the entrance to the hallway that led off the living room to the two bedrooms and bath. The hall fixture was off, but soft light entered the far end from the open doors of the last two rooms.

Those rooms faced each other across the hall. As Billy recalled, the one on the left was the bathroom, Zillis’s bedroom on the right.

Judging by pitch and timbre, not by content, he thought there were two voices, one male and one female.

He held the Mace in his right hand, thumb under the safeguard, squarely on the button trigger.

Instinct whispered that he should trade the Mace for the pistol. Not every instinct was more reliable than reason.

If he started by shooting Zillis, he had nowhere to go. He must first disable him, not wound him.

Moving along the hall, he passed the make-believe abattoir where the mannequins sat in bloodless mutilation.

The better he could hear them, the more the voices had a make-believe quality, too. They were actors sharing a bad performance. A vaguely tinny quality suggested they issued from the speakers of a cheap TV.

The woman suddenly cried out in pain, but sensuously, as if her pain were also her pleasure.

Billy had nearly reached the end of the hall when Steve Zillis exited the bathroom, to the left.

Barefoot, bare-chested, wearing pajama bottoms, he was scrubbing his teeth with a brush, hurrying to see what was on the television in the bedroom.

His eyes widened when he spotted Billy. He spoke around the toothbrush: “What the fuh—”

Billy Maced him.

Police Mace is highly effective up to a distance of twenty feet, although fifteen is ideal. Steve Zillis stood seven feet from Billy.

Mace in the mouth and in the nose will somewhat inhibit an attacker. You can stop him hard and fast only if you squirt him liberally in the eyes.

The stream doused both eyes, point-blank, and also hosed his nostrils.

Zillis dropped the toothbrush, covered his eyes with his hands, too late, and turned blindly away from Billy. He collided at once with the end wall of the hallway. Making a desperate wheezing sound, he bent over, retching, and spewed gobs of toothpaste foam as if he were a rabid dog.

The burning in his eyes was hellacious, his pupils open so wide that he could see only a fierce blurred brightness, not even the form of his assailant, not even a shadow. His throat also burned with the chemical that had gone down by way of his nose, and his lungs tried to reject every tainted breath that he drew.

Billy went in low, grabbed the cuff of a pajama leg, and jerked the man’s left foot out from under him.

Clawing the air in search of a wall, a doorway, something that would offer support, finding nothing, Zillis dropped hard enough to make the floorboards vibrate.

Between gasps and wheezes, between fits of choking, he shrieked about his eyes, the pain, the stinging brightness.

Billy drew the 9-mm pistol and rapped him along the side of the head with the barrel, just hard enough to hurt.

Zillis howled, and Billy warned, “Quiet down, or I’ll hit you again, harder.”

When Zillis cursed him, Billy rapped him with the gun once more, not as hard as promised, but that got the idea across.

“All right,” Billy said. “Okay. You’re not going to see well for twenty minutes, half an hour—”

Still inhaling in rapid shallow pants, exhaling in shudders, Zillis interrupted Billy: “Jesus, I’m blind, I’m—”

“It was just Mace.”

“What’re you nuts?”

“Mace. No permanent damage.”

“I’m blind,” Zillis insisted.

“You stay there.”

“I’m blind.”

“You’re not blind. Don’t move.”

“Shit…”

A thread of blood unraveled from Zillis’s scalp. Billy hadn’t hit him hard, but the skin had broken.

“Don’t move, listen to me,” Billy said, “cooperate, and we’ll get through this, it’ll be all right.”

He realized that he was already comforting Zillis as if the man’s innocence were a foregone conclusion.

Until now, there had seemed to be a way to do this. A way to do it even if Steve Zillis turned out not to be the freak, and to walk away with minimal consequences.

In his imagination, however, the opening encounter had not been this violent. A spritz of Mace. Zillis at once disabled, obedient. So easy in the planning.

They had hardly begun, and the situation seemed out of control.

Striving to sound confident, Billy said, “You don’t want to be hurt, then just lie there till I tell you what to do next.”

Zillis wheezed.

“You hear me?” Billy asked.

“Shit, yeah, how could I not hear you?”

“You understand me?”

“I’m blind here, I’m not deaf.”

Billy stepped into the bathroom, switched off the water running in the sink, and looked around.

He did not see what he needed, but he saw something that he did not want to see: his reflection in the mirror. He might have expected to look frantic, even dangerous, and he did. He might have expected to look scared, and he did. He would not have expected to see the potential for evil, but he did.




Chapter 61


On the bedroom TV, a naked man in a black mask lashed a woman’s breasts with a cluster of leather straps.

Billy switched off the TV. “I’m thinking about you handling the lemons and limes you slice for drinks, and I want to puke.”

Lying disabled in the hall past the open door, Zillis either didn’t hear him or pretended that he didn’t.

The bed did not have a headboard or a footboard. The mattress and box springs sat on a wheeled metal frame.

Because Zillis didn’t bother with such niceties as bedspreads and dust ruffles, the frame of the bed was exposed.

Billy took the handcuffs from the bread bag. He locked one of the bracelets to the bottom rail of the bed frame.

“Get up on your hands and knees,” he said. “Crawl toward my voice.”

Remaining on the hall floor, breathing easier but still noisily, Zillis spat vigorously on the carpet. His flooding tears had carried the Mace to his lips, and the bitter taste had gotten in his mouth.

Billy went to him and pressed the muzzle of the pistol to the nape of his neck. I.

Zillis became very still, wheezing softly.

Billy said, “You know what this is?”

“Man.”

“I want you to crawl into the bedroom.”

“Shit.”

“I mean it.”

“All right.”

“To the bottom of the bed.”

Although the only light in the room issued from a dim bedside lamp, Zillis squinted against a stinging, blinding brightness as he crawled to the bed.

Billy had to redirect him twice. Then: “Sit on the floor with your back against the foot of the bed. That’s good. With your left hand, feel beside you. A set of handcuffs is hanging from the bed rail. There you go.”

“Don’t do this to me, man.” Zillis’s eyes watered copiously. Fluid bubbled in his nostrils. “Why? What is this?”

“Put your left wrist in the empty bracelet.”

“I don’t like this,” Zillis said.

“You don’t have to.”

“What’re you going to do to me?”

“That depends. Put it on now.”

After Zillis fumbled with the cuff, Billy leaned in to test the double lock, which was secure. Zillis still couldn’t see well enough to strike out or to make a play for the gun.

Steve could drag the bed around the room if he wanted. He could overturn it with effort, dump the mattress and the box springs, and patiently dismantle the bolted frame until he could slide the cuff free. But he couldn’t move fast.

The carpet looked filthy. Billy wouldn’t sit or kneel on it.

He went to the dinette alcove off the kitchen and returned with the only straight-backed chair in the house. He stood it in front of Zillis, out of his reach, and sat down.

“Billy, I’m dying here.”

“You aren’t dying.”

“I’m scared about my eyes. I still can’t see.”

“I want to ask you some questions.”

“Questions? Are you crazy?”

“I half feel like it,” Billy admitted.

Zillis coughed. The single cough became a fit of coughing, which became a fearsome choking. He wasn’t faking any of it.

Billy waited.

When Zillis could speak, his voice was hoarse, and it shook: “You’re scaring the shit out of me, Billy.”

“Good. Now I want you to tell me where you keep your gun.”

“Gun? What do I need with a gun?”

“The one you shot him with.”

“Shot him? Shot who? I didn’t shoot anybody. Jesus, Billy.”

“You shot him in the forehead.”

“No. No way. Not me, man.” His eyes swam with tears induced by the Mace, so they could not be read for deception. He blinked and blinked, trying to see. “Man, if this is some half-assed joke—”

“You’re the joker,” Billy said. “Not me. You’re the performer.”

Zillis didn’t react to the word.

Billy went to the nightstand and opened the drawer.

“What’re you doing?” Zillis asked.

“Looking for the gun.”

“There isn’t ‘the a gun.”

“There wasn’t one earlier, when you weren’t here, but there will be now. You’ll keep it close to you.”

“You were here earlier?”

“You wallow in every kind of filth, don’t you, Steve? I wanted to shower in boiling water after I left.”

Billy opened the door on the bottom of the nightstand, rummaged inside.

“What’re you going to do if you don’t find a gun?”

“Maybe I’ll nail your hand to the floor and cut your fingers off one by one.”

Zillis sounded as if he was about to start crying for real. “Oh, man, don’t say crazy shit like that. What did I do to you? I didn’t do anything to you.”

Sliding open the closet door, Billy said, “When you were at my place, Stevie, where did you hide the severed hand?”

A groan escaped Zillis, and he began to shake his head: no, no, no, no.

The closet shelf over the hanging clothes lay just above eye level. As Billy felt along the shelf for the gun, he said, “And what else did you hide in my place? What did you cut off the redhead? An ear? A breast?”

“This doesn’t compute,” Zillis said shakily.

“Doesn’t it?”

“You’re Billy Wiles, for God’s sake.”

Returning to the bed, searching for the gun, Billy felt between the mattress and the box springs, which he wouldn’t have had the stomach to do if he hadn’t been wearing the gloves.

“You’re Billy Wiles,” Zillis repeated.

“Which means what—that you didn’t think I’d know how to take care of myself?”

“I didn’t do anything, Billy. I didn’t.”

Going around to the other side of the bed, Billy said, “Well, I know how to take care of myself, all right, even if I don’t exactly ring the bell on the zing meter.”

Recognizing his own words, Zillis said, “I didn’t mean anything by that. You think that was an insult? I didn’t mean it that way.”

Billy searched between mattress and box springs again. Nothing.

“I say things, Billy. You know how I am. I’m always joking. You know me. Hell, Billy, I’m an asshole. You know I’m an asshole, all the time talking, half the time not listening to myself.”

Billy returned to the chair and sat again. “Can you see me better, Stevie?”

“Not much, no. I need some Kleenex.”

“Use the bed sheet.”

With his free hand, Zillis pawed loose the thin blanket tucked into the foot of the bed. He freed a corner of the sheet, mopped his face with it, blew his nose.

Billy said, “Do you have an ax?”

“Oh, God.”

“Do you own an ax, Stevie?”

“No.”

“Be truthful with me, Stevie.”

“Billy, don’t.”

“Do you own an ax?”

“Don’t do this.”

“Do you own an ax, Stevie?”

“Yes,” Zillis admitted, and a sob of dread escaped him.

“You’re either one hell of an actor or you’re really just poor dumb Steve Zillis,” Billy said, and it was the latter possibility that had begun to worry him.




Chapter 62


“When you’re chopping the mannequins in the backyard,” Billy asked, “do you dream that they’re real women?”

“They’re just mannequins.”

“Do you like to chop watermelons because they’re red inside? Do you like to see the red meat explode, Stevie?”

Zillis seemed astonished. “What? She told you about that? What’d she tell you?”

“Who is ‘she,’ Stevie?”

“The old bitch next door. Celia Reynolds.”

“You’re in no position to call anyone an old bitch,” Billy said. “You’re in no position at all.”

Zillis looked chastened. He nodded in eager agreement. “You’re right. I’m sorry. She’s just lonely. I know. But Billy, she’s a nosy old lady. She just can’t mind her own business. She’s always at her windows, watching from behind the blinds. You can’t go out in the yard, she isn’t watching you.”

“And there’s a lot of things you do that you can’t afford for people to see, aren’t there, Stevie?”

“No. I don’t do anything. I just want some privacy. So a couple times I gave her a show with the ax. Played crazy. Just to spook her off.”

“Spook her off.”

“Just to make her mind her own business. I only did it three times, and the third time I let her know it was a show, let her know I could see her watching.”

“How did you let her know?”

“I’m not proud of this now.”

“I’m sure there’s a lot you’re not proud of, Stevie.”

“I gave her the finger,” Zillis said. “The third time, I chopped a mannequin and a watermelon—which I don’t dream are anything but what they are—and I walked over to the fence, and I gave her the finger big time.”

“You chopped up a chair once.”

“Yeah. I chopped up a chair. So what?”

“The one I’m sitting on is the only chair you have.”

“I used to have two. I only needed one. It was just a chair.”

“You like to see women being hurt,” Billy said.

“No.”

“Did you just this evening find the porno under the bed? Did some gremlin put it there, Stevie? Should we call Orkin and have them send a gremlin exterminator?”

“Those aren’t real women.”

“They’re not mannequins.”

“I mean, they’re not really being hurt. They’re acting.”

“But you like to watch.”

Zillis said nothing. He hung his head.

In some ways, this was easier than Billy had expected it to be. He had thought that asking deeply unpleasant questions and listening to another human being grovel in despondent self-justification would be so distressing that he would not be able to sustain a productive interrogation. Instead, he had a sense of power from which he drew confidence. And satisfaction. The ease of it surprised him. The ease of it scared him.

“They’re very nasty videos, Stevie. They’re very sick.”

“Yes,” Zillis said softly. “They are. I know.”

“Have you ever made any videos of yourself hurting women that way?”

“No. God, no.”

“You’re whispering, Stevie.”

He raised his chin from his chest, but he wouldn’t look toward Billy. “I’ve never hurt a woman that way.”

“Never? You’ve never hurt a woman that way?”

“No. I swear.”

“How have you hurt them, Stevie?”

“I never have. I couldn’t.”

“You’re such a choirboy, is that it?”

“I like to… watch it.”

“Watch women being hurt?”

“I like to watch, all right? But I’m ashamed.”

“I don’t think you’re ashamed at all.”

“I am. I am ashamed. Not always during, but always after.”

“After what?”

“After… watching. This isn’t… Oh, man. This isn’t what I want to be.”

“Who would want to be what you are, Stevie?”

“I don’t know.”

“Name me one person. One person who would want to be what you are.”

“Maybe nobody,” Zillis said.

“How ashamed are you?” Billy persisted.

“I’ve thrown the videos away. Lots of times. I’ve even destroyed them. But then, you know… after a while, I buy new ones. I need help to stop.”

“Have you ever sought help, Stevie?”

Zillis didn’t respond.

“Have you ever sought help?” Billy pressed.

“No.”

“If you really want to stop, why haven’t you sought help?”

“I thought I could stop on my own. I thought I could.”

Zillis began to cry. His eyes were still glazed from the Mace, but these were real tears.

“Why have you done those things to the mannequins in the other room, Stevie?”

“You can’t understand.”

“Yeah, I’m just stodgy old Billy Wiles, got no zing, but give me a try anyway.”

“That doesn’t mean anything, what I did to them.”

“For something that doesn’t mean anything, you sure put a lot of time and energy into it.”

“I won’t talk about this. Not this.” He wasn’t refusing as much as pleading. “I won’t.”

“Does it make you blush? Stevie? Does it offend your tender sensibilities?”

Zillis cried continuously now. Not wrenching sobs. The steady, scalding tears of humiliation, of abashment.

He said, “Doing it isn’t the same as talking about it.”

“You mean what you do to the mannequins,” Billy clarified.

“You can… you can blow my brains out, but I won’t talk about it. I can’t.”

“When you mutilate the mannequins, are you excited, Stevie? Are you huge with excitement?”

Zillis shook his head, hung his head.

“Doing it to them and talking about it are so different?” Billy asked.

“Billy. Billy, please. I don’t want to hear myself, hear myself talking about it.”

“Because when you’re doing it, then it’s just something you do. But if you talk about it, then it’s something you are.”

Zillis’s expression confirmed that Billy had gotten to the quick of it.

Not much could be gained by harping on the mannequins. They were what they were. Rubbing Steve Zillis’s face in his perversion could be counterproductive.

Billy had not yet gotten what he needed, what he had come here to prove.

He was simultaneously tired and wired, in need of sleep but strung out on caffeine. At times, his pierced hand ached; the Vicodin had begun to wear off.

Because of exhaustion staved off with chemicals, he might not be conducting the interrogation cleverly enough.

If Zillis was the freak, he was a genius of emotional fakery.

But then that’s what sociopaths were: voracious spiders with an uncanny talent for projecting a convincing image of a complex human being that obscured the insectile reality of icy calculation and ravenous intent.

Billy said, “When you do what you do to the mannequins, when you watch those sick videos, do you ever think of Judith Kesselman?”

In the course of this encounter, Zillis had been surprised more than once, but this question shocked him. Bloodshot from the residual effect of the Mace, his eyes widened. His face paled and went loose, as if he had taken a blow.




Chapter 63


Zillis shackled to the bed. Billy free on the chair but with a growing sense of being trammeled by his prisoner’s evasiveness.

“Stevie? I asked you a question.”

“What is this?” Zillis said with apparent earnestness and even the merest trace of righteous affront.

“What is what?”

“Why did you come here? Billy, I don’t understand what you’re doing here.”

“Do you think of Judith Kesselman?” Billy persisted.

“How do you know about her?”

“How do you think I know?”

“You answer questions with questions, but I’m supposed to have real answers to everything.”

“Poor Stevie. What about Judi Kesselman?”

“Something happened to her.”

“What happened to her, Stevie?”

“It was in college. Five, five and a half years ago.”

“Do you know what happened to her, Stevie?”

“Nobody knows.”

“Somebody does,” Billy said.

“She disappeared.”

“Like in a magic show?”

“She was just gone.”

“She was such a lovely girl, wasn’t she?”

“Everybody liked her,” Zillis said.

“Such a lovely girl, so innocent. The innocent are the most delicious, aren’t they, Stevie?”

Frowning, Zillis said, “Delicious?”

“The innocent—they’re the most succulent, the most satisfying. I know what happened to her,” Billy said, meaning to imply that he knew Zillis had kidnapped and killed her.

Such a full-body shudder passed through Steve Zillis that the handcuffs rattled protractedly against the metal bed frame.

Pleased with that reaction, Billy said, “I know, Stevie.”

“What? What do you know?”

“Everything.”

“What happened to her?”

“Yes. Everything.”

Zillis had been sitting with his back against the bed, his legs splayed on the floor in front of him. Now he suddenly drew his knees up to his chest. “Oh, God.” A groan of abject misery escaped him.

“Precisely everything,” Billy said.

Zillis’s mouth softened and his voice grew tremulous. “Don’t hurt me.”

“What do you think I might do to you, Stevie?”

“I don’t know. I don’t want to think.”

“You’re so imaginative, so talented when it comes to dreaming up ways to hurt women, but suddenly you don’t want to think?”

Shivering continuously now, Zillis said, “What do you want from me, what can I do?”

“I want to talk about what happened to Judith Kesselman.”

When Zillis began to sob like a young boy, Billy got up from the chair. He sensed that a breakthrough was coming.

“Stevie?”

“Go away.”

“You know I’m not going to. Let’s talk about Judi Kesselman.”

“I don’t want to.”

“I think you do.” Billy didn’t go closer to Zillis, but he squatted in front of him, coming down almost to his level. “I think you want very much to talk about it.”

Zillis shook his head violently. “I don’t. I don’t. If we talk about it, you’ll kill me for sure.”

“Why do you say that, Stevie?”

“You know.”

“Why do you say I’ll kill you?”

“Because then I’ll know too much, won’t I?”

Billy stared at his prisoner, trying to read him.

“You did her,” Zillis said with a groan.

“Did what?”

“You killed her, and I don’t know why, I don’t understand, but now you’re going to kill me.”

Billy took a deep breath and grimaced. “What’ve you done?”

For an answer, Zillis only sobbed.

“Stevie, what’ve you done to yourself?”

Zillis had drawn his knees to his chest. Now he stretched out his legs again.

“Stevie?”

The crotch of the man’s pajamas was dark with urine. He had wet himself.




Chapter 64


Some monsters are pathetic rather than murderous. Their lairs are not lairs in the fullest sense because they do not lie in wait. They take to ill-kept burrows, with minimal furniture and the objects of their misshapen sense of beauty. They hope only to indulge their mutant fantasies and live their monstrous lives in as much peace as they can find, which is precious little, for they torment themselves even when the rest of the world leaves them unmolested.

Billy resisted the conclusion that Steve Zillis was one of this pathetic breed.

To admit that Zillis was not a homicidal sociopath, Billy must accept that much precious time had been wasted in the pursuit of a wolf, presumed fierce, that was in fact a meek dog.

Worse, if Zillis was not the freak, Billy had no idea where to go from here. All the evidence had seemed to funnel him to a single conclusion. The circumstantial evidence.

Worst of all, if the killer was not before him now, then he had stooped to this brutality without profit.

Consequently, for a while he continued to question and harass his captive, but by the minute, the contest between them seemed to be less a contest than an act of oppression. A matador can find no glory when the bull, bristling with banderillas and lanced by the picador, loses all spirit and will pass not even listlessly at the red muleta.

Sooner than later, concealing his growing despair, Billy sat on the chair once more and raised his final issue, hoping that a trap might spring when he least expected.

“Where were you earlier tonight, Steve?”

“You know. Don’t you know? I was at the bar, working your shift.”

“Only until nine o’clock. Jackie says you worked between three and nine because you had stuff to do before and after.”

“I did. I had stuff.”

“Where were you between nine o’clock and midnight?”

“What does it matter?”

“It matters,” Billy assured him. “Where were you?”

“You’re gonna hurt… you’re gonna kill me anyway.”

“I’m not going to kill you, and I didn’t kill Judith Kesselman. I’m pretty sure you killed her.”

“Me?” His amazement rang as true as any reaction he’d had since this had started.

“You’re really good at this,” Billy told him.

“Good at what? Killing people? You’re bugshit crazy! I never killed anyone.”

“Steve, if you can convince me you have a solid alibi for nine to midnight, then this is over. I’m out of here, and you’re free.”

Zillis looked dubious. “That easy?”

“Yes.”

“After all this—it’s over that easy?”

“It could be. Depending on the alibi.”

Zillis worried over his answer.

Billy began to think he was concocting it from scratch.

Then Zillis said, “What if I tell you where I was, and it turns out that’s why you’re here, because you already know where I was, and you want to hear me say it so you can beat the shit out of me.”

“I’m not following you,” Billy told him.

“All right. Okay. I was with someone. I never heard her mention you, but if you have a thing for her, what’re you going to do to me?”

Billy regarded him with disbelief. “You were with a woman?”

“I wasn’t with her, not like in bed. It was just a date. A late dinner, which had to be later ‘cause I covered for you. This was our second date.”

“Who?”

Steeling himself against Billy’s jealous outrage, Zillis said, “Amanda Pollard.”

“Mandy Pollard? I know her. She’s a nice girl.”

Warily, Zillis said, “That’s it—‘She’s a nice girl’?”

The Pollards owned a successful vineyard. They grew grapes on contract for one of the valley’s finest vintners. Mandy was about twenty, pretty, friendly. She worked in the family business. Judging by all evidence, she was wholesome enough to have come from an era better than this one.

Billy let his gaze travel the sleazy bedroom, from the porno-tape package lying on the floor beside the TV to the pile of dirty laundry in one corner.

“She’s never been here,” Zillis said. “We’ve only had two dates. I’m looking for a better place, a nice apartment. I want to get rid of all this stuff. Make a clean start.”

“She’s a decent girl.”

“She is,” Zillis eagerly agreed. “I think with her in my corner, I could clean up my act, start over, do the right thing for once.”

“She ought to see this place.”

“No, no. Billy, no, for God’s sake. This isn’t the me I want to be. I want to be better for her.”

“Where did you go to dinner?”

Zillis named a restaurant. Then: “We got there about twenty past nine. We left at about a quarter past eleven because we were the only people in the place by then.”

“After that?”

“We went for a drive. A nice drive. I don’t mean we parked. She isn’t like that. We just drove around, talking, listening to music.”

“Until when?”

“I took her home a little after one o’clock.”

“And came back here.”

“Yeah.”

“And put on a porno flick of a guy whipping a woman.”

“All right. I know what I am, but I also know what I can be.”

Billy went to the nightstand and picked up the phone. It had a long cord. He brought it to Zillis. “Call her.”

“What, now? Billy, it’s after three in the morning.”

“Call her. Tell her how much you enjoyed the evening, how very special she is. She won’t mind if you wake her up for that.”

“We don’t have that kind of relationship yet,” Zillis worried. “She’s gonna think this is weird.”

“You call her and let me listen in,” Billy said, “or I jam this pistol in your ear and blow your brains out. What do you think?”

Zillis’s hands shook so badly that he misdialed twice. He got it right the third time.

Hunkering beside his captive, the muzzle of the pistol pressed against Zillis’s side so he wouldn’t get a half-wise idea, Billy listened to Mandy Pollard answer the phone and express surprise at hearing from her new beau at that hour.

“Don’t worry about it,” Mandy told Zillis. “You didn’t wake me. I was just lying here staring at the ceiling.”

Zillis’s voice had a tremor, but Mandy might easily have assumed he was nervous about calling at this late hour and about expressing his affection more directly than perhaps he had done previously.

For a few minutes, Billy listened to them recap the night—their dinner, the drive—and then he gestured at Zillis to wrap it up.

Mandy Pollard had spent the evening with this man, and she was not some half-cracked thrill seeker who knowingly hung out with bad boys.

Having dinner with Mandy, Steve Zillis could not have been the freak who propped Ralph Cottle’s corpse on Lanny’s living room sofa and nailed Billy’s hand to the hallway floor.




Chapter 65


Slipping the pistol into the holster at his hip, Billy said, “I’m going to leave you handcuffed to the bed.”

Steve Zillis looked relieved at the holstering of the weapon, but remained wary.

Billy tore the phone cord out of the wall and out of the phone, knotted it, and put it in his bread bag. “I don’t want you calling anyone until you’ve had plenty of time to cool down and to think about what I’m going to say.”

“You’re really not gonna kill me?”

“I’m really not. I’ll leave the handcuff key on a counter in the kitchen.”

“All right. The kitchen. But how’s that gonna help me?”

“After I’m gone, you can work the mattress and the box springs off the frame. It’s held together by nuts and bolts, isn’t it?”

“Yeah. But—”

“You can work the nuts with your fingers.”

“Maybe they’re rusted—”

“You only moved in six months ago. They haven’t rusted in six months. If they’re tight, torque the sections of the frame, try to wrench a little play into the connections. You’ll figure it out.”

“I can figure that out, sure, but I still can’t figure why the hell you did this. You can’t believe I killed Judith Kesselman, like you said. I know you can’t believe that. What was this?”

Putting the can of Mace in the bread bag, Billy said, “I’m not going to explain, and you don’t want to know. Believe me, you don’t.”

“Look at me here,” Zillis whined. “My eyes still sting. I’m sitting in a puddle, for God’s sake. This is humiliating. You hit me with that gun, you cut my scalp, you hurt me, Billy.”

“It could have been worse,” Billy assured him. “It could have been a whole lot worse.”

Choosing to interpret those words as a threat, Zillis became placating. “All right. Okay. I hear you. I’m cool.”

“Depending on how tight the bolts are, you’ll need at least an hour, probably two, to get loose of the bed. The cuff key will be in the kitchen. After you use it, start packing.”

Zillis blinked. “What?”

“Call Jackie, tell him you’re quitting.”

“I don’t want to quit.”

“Get real, Steve. We aren’t going to see each other every day. Not with what I know about you and not with what you know about me. You’re going to move on.”

“Where?”

“I don’t care where. Just not in Napa County.”

“I like it here. Besides, I can’t afford to move right now.”

“Go to the tavern Friday night to get your last paycheck,” Billy said. “I’ll leave an envelope for you with Jackie. It’ll contain ten thousand in cash. That’ll get you started somewhere.”

“I did nothing, but my whole life gets turned upside down? This isn’t fair.”

“You’re right. It isn’t fair. But it’s the way it is. Your furniture isn’t worth crap. You can junk it. Pack the personal stuff and be out of town by Friday night.”

“I could call the cops, I could press charges.”

“Really? You’d want the cops to see the scene of the crime, have them tramping through here, with the bondage pornos, those mannequins in the next room?”

Although still scared, Zillis found sufficient self-pity to pout. “Who died and made you God?”

Billy shook his head. “Steve, you’re pathetic. You’ll take the ten thousand, be glad you’re alive, and get out. Plus one more thing—don’t ever call Mandy Pollard again.”

“Wait a minute. You can’t—”

“Don’t call her, don’t see her. Not ever.”

“Billy, she could make all the difference for me.”

“She’s a nice girl. She’s a decent girl.”

“That’s what I mean. I know I could clean up my act if she—”

“A good woman can turn a man around,” Billy said. “But not a man who’s as far down the rathole as you are. If you call her or see her, even just once, I’ll know. And I’ll find you. You believe that?”

Zillis said nothing.

“And if you touch her,” Billy said, “so help me God, I’ll kill you, Steve.”

“This is 50 not right,” Zillis said.

“Do you believe me? You better believe me, Steve.”

When Billy put his hand on the grip of the holstered pistol, Zillis said, “Hey. All right. I hear you.”

“Good. I’m leaving now.”

“This place sucks anyway,” Zillis said. “Wine country is just another word for farm. I’m not a farm boy.”

“No, you’re not,” Billy said from the doorway.

“There’s no action around here.”

“There’s no zing,” Billy agreed.

“Screw you.”

Billy said, “Happy trails, Kemosabe.”




Chapter 66


By the time that he’d driven only half a mile from Zillis’s place, Billy had the shakes so bad that he had to pull to the curb, put the Explorer in park, and get control of himself.

Under pressure, he had become the thing he most despised. For a while, he had become John Palmer.

Paying Zillis ten thousand bucks didn’t make Billy any less like Palmer, either.

When the shakes subsided, he didn’t put the SUV in gear because he didn’t know where to go from here. He felt that he was at a brink. You don’t drive over a brink.

He wanted to go home, but nothing there would help him work out a solution to this puzzle.

He wanted to go home just to be home. He recognized the familiar reclusive urge. Once home, he could sit at his carving bench with the blocks of oak, and the world could go to Hell.

Except this time, he would go to Hell with it. He could not take Barbara home with him, and if he left her alone and in jeopardy, he would have trashed his only excuse for living.

Events had thrust him into action, into the rush of life, yet he felt isolated and beyond desperation.

For too long he’d done no proper sowing and now had no harvest. His friends were all acquaintances. Though life is community, he had no community.

In fact, his situation was worse than isolation. The friends who were no more than acquaintances were now not even acquaintances as much as they were suspects. He had carpentered for himself a loneliness of exquisite paranoia.

Pulling away from the curb, Billy drove with no destination in mind, as far as he was aware. Like a bird, he rode the currents of the night, intent only upon staying aloft and not falling into absolute despair before some gleam of hope appeared.

He had learned more about Ivy Elgin in one brief visit to her house than he had troubled himself to know about her during the years they had worked together. And though he liked Ivy, he found her more mysterious now than when he had known so much less about her.

He did not think that she could have any connection to the freak committing these murders. But his experience with his own mother and father reminded him that he could not be sure of anyone.

Harry Avarkian was a kind man and a fine attorney—but also one of three trustees overseeing seven million dollars, a temptation that could not be discounted. Before Barbara, Billy had been to Harry’s house only once. Barbara socialized him. They had gone to Harry’s for dinner half a dozen times in a year—but since the coma, Billy had not visited Harry anywhere but at his office.

He knew Harry Avarkian. But he didn’t know him.

Billy’s mind circled to Dr. Ferrier. Which was crazy. Prominent physicians in the community didn’t go around killing people.

Except Dr. Ferrier wanted Billy to cooperate with him in the killing of Barbara Mandel. Remove the feeding tube in her stomach. Let her die. Let her starve to death in her coma.

If you were willing to decide for another—for someone in no obvious pain—that her quality of life was insufficient to warrant the expenditure of resources on her behalf, how easy was it to make a step from pulling a plug to pulling a trigger?

Ridiculous. Yet he didn’t know Ferrier a fraction as well as he had known his father; and in violation of all Billy thought he had known, his father had swung that polished-steel lug wrench with something like vicious glee.

John Palmer. He was a man whose love of power was clear for all to see, but whose internal landscape remained as enigmatic as an alien planet.

The more Billy considered the people he knew, the more he brooded on the possibility that the killer might be a perfect stranger, the more he became agitated to no purpose.

He told himself to care and not to care, to be still. In order to possess what you do not possess, you must go by way of dispossession. And what you do not know is the only thing you know.

Driving and yet giving himself to that inner stillness, he came in a short while, without conscious intention, to the truck stop. He parked where he had parked before, in front of the diner.

His left hand ached. When he fisted and opened it, he could feel that it had begun to swell. The Vicodin had worn off. He didn’t know whether or not he should take another, but he should get some Motrin.

He was hungry, but the thought of another candy bar curdled his appetite. He needed a caffeine jolt, but he wanted more than pills.

After stowing the pistol and the revolver under the front seat, in spite of the broken-out window that left the vehicle unsecured, he went inside.

At 3:40 in the morning, he had his choice of empty booths.

Four truckers sat on stools at the counter, drinking coffee and eating pie.

They were attended by a beefy waitress with the neck of an NFL fullback and the face of an angel. In her masses of hair, dyed shoe-polish black, she wore yellow butterfly bows.

Billy sat at the counter.




Chapter 67


According to the tag on her uniform, the waitress’s name was Jasmine. She called Billy “honey,” and served the black coffee and lemon pie that he ordered.

Jasmine and the truckers were in a lively conversation when Billy settled on a stool among them. From their exchanges, he learned that one of the men was named Curly, another Arvin. No one addressed the third man as anything but “you,” and the fourth had an upper gold tooth in the front of his mouth.

At first they were talking about the lost continent of Atlantis. Arvin proposed that the destruction of that fabled civilization had come to pass because the Atlanteans had gotten involved in genetic engineering and had bred monsters that destroyed them.

This quickly turned the subject from Atlantis to cloning and DNA research, soon after which Curly mentioned the fact that at Princeton or Harvard, or Yale, at one of those hellholes or another, scientists were trying to create a pig with a human brain.

“I’m not sure that’s so new,” Jasmine said. “Over the years, let me tell you, I’ve met my share of human pigs.”

“What would be the purpose of a humanized pig?” Arvin wondered.

“Just because it’s there,” said Y.

“It’s where?”

“Like a mountain is just there,” You clarified. “So some people have to climb it. Other people, they’ve got to make a humanized pig just because maybe they can.”

“What work would it do?” Gold Tooth asked.

“I don’t think they mean for it to have a job,” Curly said.

“They mean for it to do something,” Gold Tooth said.

“One thing’s for sure,” Jasmine declared, “the activists will go nuts.”

“What activists?” Arvin asked.

“One kind of activist or another,” she said. “Once you’ve got pigs with human brains, that’s the end of anyone allowed to eat ham or bacon.”

“I don’t see why,” said Curly. “The ham and bacon will still come from the pigs that haven’t been humanized.”

“It’ll be a sympathy thing,” Jasmine predicted. “How’re you going to justify eating ham and bacon when your kids go to school with smart pigs and ask them home for sleepovers?”

“That’ll never happen,” You said.

“Never,” Arvin agreed.

“What’ll happen,” Jasmine said, “is these fools playing around with human genes, they’ll do something stupid and kill us all.”

Not one of the four truckers disagreed. Neither did Billy.

Gold Tooth still felt the scientists had in mind some kind of work for a humanized pig. “They don’t spend millions of dollars on something like this just for the fun of it, not those people.”

“Oh, they do,” Jasmine disagreed. “Money means nothing to them. It isn’t theirs.”

“It’s taxpayer money,” said Curly. “Yours and mine.”

Billy offered a comment or two, but he mostly listened, familiar with these conversational rhythms, and curiously warmed by them.

The coffee was rich. The pie tasted wonderfully lemony and was topped with toasted meringue.

He was surprised by how calm he felt. Just sitting at the counter, just listening.

“You want to talk about a total waste of money,” said Gold Tooth, “look at this damn fool monstrosity they’re building out by the highway.”

“What—you mean across from the tavern, the thing they’re gonna burn when they no sooner finish it?” Arvin asked.

“Oh, but it’s art,” Jasmine archly reminded them.

“I don’t see how it’s art,” You said. “Doesn’t what’s art have to last?”

“The guy’s going to make millions selling his drawings of it,” Curly told them. “He’s got a hundred merchandising angles.”

“Can anyone just call himself an artist?” Gold Tooth asked. “Don’t they have to pass a test or something?”

“He calls himself a special kind of artist,” Curly said.

“Special my ass,” said Arvin.

“Honey,” Jasmine told him, “no offense, but your dumpy backside doesn’t look so special to me.”

“What he calls himself,” Curly said, “is a performance artist.”

“What’s that mean?”

“What I take it to mean,” Curly said, “is art that doesn’t last. It’s made to do something, and when it does something, it’s over.”

“What are museums gonna be filled with in a hundred years?” You wondered. “Empty space?”

“There won’t be museums anymore,” Jasmine said. “Museums are for people. There won’t be any people. Just humanized pigs.”

Billy had grown very still. He sat with the coffee cup to his lips, his mouth open, but unable to take a drink.

“Honey, something wrong with the brew?” Jasmine asked.

“No. No, it’s fine. In fact, I’d like another cup. Do you serve it in mugs?”

“We have a triple cup in a plastic container. We call it the Big Shot.”

“Give me one of those,” Billy said.




Chapter 68


An alcove off the diner served as an internet cafe. Six work stations offered links to the World Wide Web.

A trucker sat at one computer, working the keyboard and the mouse, fixated on the screen. Maybe he was checking out his company’s shipping schedules or playing an Internet game, or browsing a porn site.

The computer was bolted to a table that provided room for food. A cut-out in the table held Billy’s Big Shot.

He didn’t know the name of Valis’s site, so he started with sites about performance art in general and linked his way to www.valisvalisvalis.com.

The artist maintained an elaborate and inviting site. Billy streamed colorful video of the Australian bridge to which Valis had fixed twenty thousand red balloons. He watched them pop all at once.

He sampled artist statements about individual projects. They were overblown and semicoherent, slathered with the unmusical jargon of modern art.

In a windy interview, Valis said that every great artist was “a fisher of men,” because they wanted to “touch the souls, even capture the souls” of those who saw their work.

Valis helped aficionados better understand the intention of each of his projects by providing three lines of “spiritual guidance.” Each line contained three words. Billy pored over several of them.

From his wallet, he extracted the paper on which were printed the six lines that had been contained in three documents on the red diskette that he’d found in Ralph Cottle’s clasped hands. He unfolded it and smoothed it flat on the table.

The first line—Because I, too, am a fisher of men.

The fifth line—My last killing: midnight Thursday.

The sixth line—Your suicide: soon thereafter.

The second, third, and fourth lines were chillingly similar to the “spiritual guidance” that Valis provided to assist his admirers in reaching a fuller appreciation of his works.

The first line of these guides always referred to the style of the project, of the performance. In this case, the style was Cruelty, violence, death.

The second line summarized the techniques by which the artist intended to execute the work of art. With Billy, the technique was Movement, velocity, impact.

The third line described the medium or media in which Valis proposed to create. In this current performance, the media were Flesh, blood, bone.

Sometimes the most successful serial killers are vagabonds, footloose roamers who cover a lot of ground between their homicidal activities.

The freak didn’t look at killing as a game. Only in part did he view it as a performance. For him, the essence was the art of it.

From the performance-art Web sites, Billy had learned that this artist of death had always been camera-shy. Valis claimed to believe that the art should be more important than the artist. He’d seldom been photographed.

Such a philosophy allowed him celebrity and wealth—and yet a degree of anonymity.

www.valisvalisvalis.com offered an official portrait. This proved to be not a photo but a realistic and detailed pencil drawing that the artist himself had done.

Perhaps intentionally, the portrait was not entirely faithful to Valis’s actual appearance, but Billy at once recognized him. He was the Heineken drinker who, on Monday afternoon, had sat in patient amusement as Ned Pearsall had regaled him with the story of Henry Friddle’s death by garden gnome. You’re an interesting guy, Billy Barkeep.

Even then, the freak had known Billy’s last name, although he had pretended ignorance of it. He must have known almost everything about him. For reasons only Valis might ever understand, Billy Wiles had been identified, researched, and chosen for this performance.

Now, in addition to the other selections under the portrait, Billy noticed one titled Hello, Billy.

Although he no longer had much capacity for surprise, he stared at it for a minute.

At last he moved the mouse and clicked.

The portrait vanished, and on the screen appeared instructions: PRIVATE LEVEL—ENTER CODEWORD.

Billy drank coffee. Then he typed Wiles and pressed ENTER.

At once he received a reply: You are worthy.

Those three words remained before him for ten seconds, and then the screen went blank.

Only that and nothing more.

The pencil portrait returned. The selections under it no longer included Hello, Billy.




Chapter 69


No lights brightened the massive dimensional mural. The wheels, flywheels, gears, crankshafts, connecting rods, pipes, and strange armatures dwindled into the darkness.

Tormented, besieged, the giant human figure was dark-shrouded in its silent struggle.

The yellow-and-purple tent stood in shadowed swags, but inviting amber light shone at the windows of the big motor home.

Billy first pulled to a stop on the shoulder of the highway and studied the vehicle from a distance.

The sixteen artists and artisans who were building the mural under Valis’s direction did not live on site. They were block-booked for six months at the Vineyard Hills Inn.

Valis, however, lived here for the duration. The motor home had electrical and water hookups.

Its waste-water holding tanks were pumped out twice a week by Glen’s Reliable Septic Service. Glen Gortner was proud of his fame by association, even though he thought the mural was “something I ought to be pumping away, too.”

Not sure if he would stop or just cruise past, Billy drove the Explorer off the shoulder of the road, down a gentle embankment, into the meadow. He swung around to the far side of the motor home.

The door to the driver’s compartment stood open. Light angled down the steps and painted a welcome mat on the ground.

He stopped. For a while he sat with the engine running, one foot on the brake, one poised above the accelerator.

Most of the windows were not covered. He couldn’t see anyone in the spaces beyond.

Only the windows toward the rear, which were probably in the bedroom, featured curtains. Lamps glowed there, too, filtered by a golden material.

Inescapably, Billy concluded that he was expected.

He was loath to accept this invitation. He wanted to drive away. He had nowhere to go.

Less than twenty hours remained until midnight, when as foretold the “last killing” would occur. Barbara, still in jeopardy.

Because of evidence that Valis might have planted in addition to what had been on the cadavers, Billy remained a potential suspect in the disappearances that would soon become known to the police: Lanny, Ralph Cottle, the redheaded young woman.

Somewhere in his house or garage, or buried in his yard, was the hand of Giselle Winslow. Surely other souvenirs, as well.

He put the Explorer in park, doused the headlights, but did not switch off the engine.

Near the dark tent stood a Lincoln Navigator. Evidently it was what Valis used for local travel. You are worthy.

Billy pulled on a fresh pair of latex gloves.

Some stiffness but no pain troubled his left hand.

He wished he had not taken a Vicodin at Lanny’s. Unlike most painkillers, Vicodin left the mind clear, but he worried that if his perceptions and reflexes were dulled even half a percent, that lost edge might be the death of him.

Maybe the caffeine tablets and the coffee would compensate. And the lemon pie.

He switched off the engine. In the first instant thereafter, the night seemed as silent as any house of the deaf.

In consideration of the unpredictability of this adversary, he prepared for action both lethal and otherwise.

As to the choice of a deadlier weapon, he preferred the .38 revolver because of its familiarity. He had killed with it before.

He got out of the Explorer.

Songs of crickets rose to dispel the silence, and the throat-clearing of toads. Pennants on the tent whispered in the barest breath of a breeze.

Billy walked to the open door of the motor home. He stood in the light but hesitated to ascend the steps.

From inside, all edges smoothed off by the high-quality speakers of the motor-home sound system, which apparently doubled as intercom, a voice said, “Barbara could be allowed to live.”

Billy climbed the steps.

The cockpit featured two stylish swiveling armchairs for the driver and co-pilot. They were upholstered in what might have been ostrich skin.

Remotely operated, the door closed behind Billy. He assumed that it locked, as well.

In this highly customized vehicle, a bulkhead separated the cockpit from the living quarters. Another open door awaited him.

Billy stepped into a dazzling kitchen. Everything in shades of cream and honey. Marble floor, bird’s-eye maple cabinets with the sinuous rounded contours of ship’s cabinetry. The exceptions were black-granite countertops and stainless-steel appliances.

From the in-ceiling speakers, Valis’s mellow and compelling voice made a proposal: “I could whip up an early breakfast if you’d like.”

The marble floor continued into a built-in dining area that could comfortably seat six, eight in a pinch.

The top of the maple table had been inlaid with ebonized wenge, carnelian, and holly wood as white as bone, in an intertwining ribbon motif-spectacular and expensive craftsmanship.

Through an archway in another bulkhead, Billy entered a large living room.

None of the fabrics cost less than five hundred a square yard, the carpet twice as much. The custom furniture was contemporary, but the numerous Japanese bronzes were priceless examples of the finest Meiji-period work.

According to some of the tavern regulars, who’d read about this motor home on the Internet, it had cost over a million and a half. That would not include the bronzes.

Sometimes vehicles like this were called “land yachts.” The term wasn’t hyperbole.

The closed door at the farther end of the living room no doubt led to a bedroom and bath. It would be locked.

Valis must be in that final redoubt. Listening, watching, and well armed.

Billy swiveled toward a soft noise behind him.

On the living-room side, the dining-area bulkhead had been finished with beautiful narrow-reed bamboo tambour. These panels slowly rolled up and out of sight, revealing secret display cases.

And now blinds of brushed stainless steel descended to cover all the windows, but with a sudden pneumatic snap that startled.

Billy didn’t think those blinds were solely decorative. Getting through them and out a window would be difficult if not impossible.

During the design and installation phase, they had most likely been called “security” devices.

As the ascending tambour panels continued to reveal more display cases, the voice of Valis came from the speakers again: “You may see my collection, as few ever have. Uniquely, you will be given the chance to leave here alive after seeing it. Enjoy.”




Chapter 70


The padded interiors of the cabinets behind the tambour panels were upholstered in black silk. Clear glass jars of two sizes held the collection.

The base of each jar nestled in a niche in its shelf. A black-enameled clamp held the lidded top, fixing it to the underside of the shelf above.

These containers would not move whatsoever when the motor home was in motion. They wouldn’t make one clink.

Each jar was lighted by fiber-optic filaments under it, so the contents glowed against the backdrop of black silk. As the lamplight in the living room now dimmed to enhance the effect of the display, Billy thought of aquariums.

Each of these small glass worlds contained not fish but a memory of murder. In a preservative fluid floated faces and hands.

Every face was ghostly, each like a pale mantis perpetually swimming, the features of one hardly distinguishable from those of the others.

The hands were different from one another, said more about each victim than did the faces, and were less grisly than he would have assumed, ethereal and strange.

“Aren’t they beautiful?” Valis said, and sounded somewhat like HAL 9000 in 2001: A Space Odyssey.

“They’re sad,” Billy said.

“What an odd word to choose,” Valis said. “They delight me.”

“They fill me with despair.”

“Despair,” Valis said, “is good. Despair can be the nadir of one life and the starting point of an ascent into another, better one.”

Billy didn’t turn away from the collection in fear or revulsion. He assumed that he was being watched by closed-circuit cameras. His reaction seemed to be important to Valis.

Besides, as despair-inspiring as this display might be, it had a hideous elegance, and exerted a certain fascination.

The collector had not been so coarse as to include genitalia or breasts.

Billy suspected that Valis did not kill for any kind of sexual gratification, did not rape his female victims, perhaps because to do so would be to acknowledge at least that single aspect of shared humanity. He seemed to want to think of himself as a creature apart.

Neither did the artist deform his collection with the gaudy and grotesque. No eyeballs, no internal organs.

Faces and hands, faces and hands.

Staring at the illuminated jars, Billy thought of mimes dressed all in black with white-powdered faces and white-gloved hands.

Although perverse, here was an aesthetic mind at work.

“A sense of balance,” Billy said, describing the vivid display, “a harmony of line, a sensitivity to form. Perhaps most important, a restraint that is chaste but not fastidious.”

Valis said nothing.

Curiously, by standing face to face with Death and not letting fear control, Billy was at last no longer evading life to any degree, but embracing it.

“I have read your book of short stories,” Valis said.

“In critiquing your work,” Billy told him, “I wasn’t inviting criticism of my own.”

A short surprised laugh escaped Valis, a warm laugh as the speakers translated it. “Actually, I found your fiction to be fascinating, and strong.”

Billy did not reply.

“They are the stories of a seeker,” Valis said. “You know the truth of life, but you circle around that fruit, circle and circle, reluctant to admit it, to taste it.”

Turning from the collection, Billy moved to the nearest Meiji bronzes, a pair of fish, sinuous, simply but exquisitely detailed, the bronze meticulously finished to mimic the tone and texture of rusted iron.

“Power,” Billy said. “Power is part of the truth of life.”

Behind the locked door, Valis waited.

“And emptiness,” Billy said. “The void. The abyss.”

He moved to another bronze: a robed scholar and a deer sitting side by side, the scholar bearded and smiling, his robe embroidered with gold inlay.

“The choice,” Billy said, “is chaos or control. With power, we can create. With power and chaste intent, we create art. And art is the only answer to chaos and the void.”

After a silence, Valis said, “Only one thing holds you to the past. I can release you from it.”

“By one more murder?” Billy asked.

“No. She can live, and you can move on to a new life… when you know.”

“And what is it you know that I don’t?”

“Barbara,” Valis said, “lives in Dickens.”

Billy heard a sharp intake of breath, his own, an expression of surprise and recognition.

“While in your house, Billy, I reviewed the pocket notebooks you’ve filled with things she said in coma.”

“Have you?”

“Certain phrases, certain constructions resonated with me. On your living-room shelves, the complete set of Dickens—that belonged to her.”

“Yes.”

“She had a passion for Dickens.”

“She’d read all the novels, several times each.”

“But not you.”

“Two or three,” Billy said. “Dickens never clicked with me.”

“Too full of life, I suspect,” Valis said. “Too full of faith and exuberance for you.”

“Perhaps.”

“She knows those stories so well, she’s living them in dreams. The words she speaks in coma come sequentially in certain chapters.”

“Mrs. Joe,” Billy said, recalling his most recent visit to Barbara. “I’ve read that one. Joe Gargery’s wife, Pip’s sister, the bullying shrew. Pip calls her ‘Mrs. Joe.’”

“Great Expectations,” Valis confirmed. “Barbara lives all the books, but more often the lighter adventures, seldom the horrors of A Tale of Two Cities.”

“I didn’t realize…”

“She’s more likely to dream A Christmas Carol than the bloodiest moments of the French Revolution,” Valis assured him.

“I didn’t realize, but you did.”

“In any case, she knows no fear or pain because each adventure is a well-known road, a pleasure and a comfort.”

Billy moved through the living room, to another bronze, then past it.

“She needs nothing you can give her,” Valis said, “and nothing more than what she has. She lives in Dickens, and she knows no fear.”

Intuiting what was wanted to bring the artist forth, Billy put down the revolver on an antique Shinto altar table to the left of the bedroom door. Then he retraced his steps to the middle of the living room and sat in an armchair.




Chapter 71


Handsomer than the self-portrait in pencil that could be viewed on his Web site, Valis entered.

Smiling, he picked up the revolver from the altar table and examined it.

Beside the armchair in which Billy sat, on a small table, stood another Japanese bronze from the Meiji period: a plump smiling dog held a turtle on a leash.

Valis approached with the handgun. Not unlike Ivy Elgin, he walked with a dancer’s grace and as if gravity were not quite able to force the soles of his shoes flat to the floor.

His thick, soot-black hair, dusted with ashes at the temples. His smile so engaging. His gray eyes luminous, pellucid, and direct.

He had the presence of a movie star. The self-assurance of a king. The serenity of a monk.

Standing in front of the armchair, he aimed the revolver at Billy’s face. “This is the gun.”

“Yes,” Billy said.

“You shot your father with it.”

“Yes.”

“How did that feel?”

Staring into the muzzle, Billy said, “Terrifying.”

“And your mother, Billy?”

“Right.”

“It felt right to shoot her?”

“At the time, in the instant,” Billy said.

“And later?”

“I wasn’t sure.”

“Wrong is right. Right is wrong. It’s all perspective, Billy.”

Billy said nothing. In order to arrive at what you are not, you must go through the way in which you are not.

Peering at him along the barrel of the gun, Valis said, “Who do you hate, Billy?”

“I don’t think anyone.”

“That’s good. That’s healthy. Hate and love exhaust the mind, inhibit clear thinking.”

“I like these bronzes very much,” Billy said.

“Aren’t they wonderful? You can enjoy the form, the texture, the immense skill of the artist, and yet not care a damn thing about the philosophy behind them.”

“Especially the fish,” Billy said.

“Why the fish in particular?”

“The illusion of movement. The appearance of speed. They look so free.”

“You’ve led a slow life, Billy. Maybe you’re ready for some movement. Are you ready for speed?”

“I don’t know.”

“I suspect you do.”

“I’m ready for something.”

“You came here intending violence,” Valis said.

Billy raised his hands from the arms of the chair and stared at the latex gloves. He stripped them off.

“Does this feel strange to you, Billy?”

“Totally.”

“Can you imagine what might happen next?”

“Not clearly.”

“Do you care, Billy?”

“Not as much as I thought I would.”

Valis squeezed off a shot. The bullet punched into the broad back of the armchair, two inches from Billy’s shoulder.

Unconsciously, he must have known the shot was coming. He saw in his mind’s eye the raven on the window, the still and silent and watchful raven. Then the bang came, and he did not fly or even flinch, but sat in a Zen indifference.

Valis lowered the gun. He settled into an armchair that faced Billy’s.

Billy closed his eyes and leaned his head back.

“I could have killed you two ways without leaving the bedroom,” Valis said.

This was surely true. Billy didn’t ask how.

“You must be very tired,” Valis said.

“V.”

“How’s your hand?”

“Okay. Vicodin.”

“And your forehead?”

“Noble.”

Billy wondered if his eyes were moving under his lids, the way Barbara’s sometimes did in her dreams. They felt still.

“I had a third wound planned for you,” Valis said.

“Can it wait until next week?”

“You’re a funny guy, Billy.”

“I don’t feel that funny.”

“Do you feel relieved?”

“Mmmmmm.”

“Are you surprised by that?”

“Yeah.” Billy opened his eyes. “Are you surprised?”

“No,” the artist said. “I saw the potential in you.”

“When?”

“In your short stories. Before I ever met you.” Valis put the revolver on a table beside his chair. “Your potential so explicit on the page. As I researched your life, the potential became clearer.”

“Shooting my parents.”

“Not that so much. The loss of trust.”

“I see.”

“Without trust, there can be no tranquil resting of the mind.”

“No rest,” Billy said. “No real peace.”

“Without trust, there can be no belief. No belief in kindness. Or integrity. In anything.”

“You have more insight into me than I do.”

“Well, I’m older,” Valis said. “And more experienced.”

“Way more experienced,” Billy said. “How long have you planned this performance? Not just since Monday in the bar.”

“Weeks and weeks,” said Valis. “Great art requires preparation.”

“Did you take the commission for the mural because I was here, or did the commission come first?”

“Together,” Valis said. “It was quite serendipitous. Things often are.”

“Amazing. And here we are.”

“Yes, here we are.”

“ ‘Movement, velocity, impact,’” Billy said, quoting Valis’s summary for the style of this production. “In light of how the performance is turning out, I think I would edit that to ‘Movement, velocity, freedom.’”

“Like the fish.”

“Yes. Like the fish. Do you want freedom, Billy?”

“Yes.”

“I am entirely free.”

Billy said, “How long have you been… ?”

“Thirty-two years. Since I was sixteen. The first few were embarrassments. Crude hacking. No control. No technique. No style.”

“But now…”

“Now, I have become who I am. Do you know my name?” Billy met those gray and lustrous eyes.

“Yes,” Valis answered for him. “I see you do. You know my name.”

A thought occurred to Billy, and he leaned forward slightly in his chair, curious. “Are the others on your project crew…”

“Are they what?”

“Are they… previous successes of yours?”

Valis smiled. “Oh, no. None of them has ever seen my collection. Men like you and I… we’re rare, Billy.”

“I suppose so.”

“You’re probably full of questions about all this.”

“Maybe when I’ve gotten some sleep.”

“I was out to Deputy Olsen’s house a little while age. You left it clean as a whistle.”

Billy grimaced. “You didn’t plant something else out there, did you?”

“No, no. I knew we were getting close to this moment, no need to torment you further. I just walked the house, admiring how your mind worked, how thorough you were.”

Billy yawned. “Circumstantial evidence. I have this fear of it.”

“You must be very tired.”

“I’m whacked.”

“I’ve only one bedroom, but you’re welcome to a sofa.”

Billy shook his head. “This amazes me.”

“That I’m hospitable?”

“No. That I’m Am;.”

“Art transforms, Billy.”

“Will I feel different when I wake up?”

“No,” Valis said. “You’ve made your choice.”

“They were something, those choices.”

“They gave you an opportunity to understand your potential.”

“Those sofas look so clean, and I’m a mess.”

“You’re fine,” Valis said. “They’re Scotchgarded.”

As they rose simultaneously from their chairs, Billy pulled the Mace from under his T-shirt.

Apparently surprised, Valis tried to turn his face away.

They were only ten feet apart, and Billy sprayed him in the eyes.

Blinded, Valis pawed for the revolver on the table but knocked it to the floor.

Billy ducked past him, scooped up the gun, and Valis clawed at the air, trying to find him.

Coming around behind the freak, Billy hammered the back of his skull with the butt of the revolver, then hit him again.

With none of his usual grace, Valis crashed to the floor on his face. Billy went to his knees to be sure the freak was out. He was.

Valis wore his shirt tucked in his pants. Billy tugged it loose and pulled it over the man’s head, forming a tight hood by tying the tails together.

His purpose was not to blindfold Valis but to form a bandage in case his scalp began bleeding where the gun clipped it. Billy wanted to avoid getting bloodstains on the carpet.




Chapter 72


Billy stretched his hands into the latex gloves. He got to work.

The bedroom was even more sumptuous than the rest of the motor home. The bathroom glowed and lustered, a jewel box of marble, glass, beveled mirrors, and gold-plated fixtures.

Embedded at a slant in the top of a ribbon-maple bedroom desk, a touch-sensitive screen provided control of the electronic systems from music to security.

Apparently, these controls had to be accessed by entering a code. Fortunately, Valis had left the system open after using it to put up the tambour panels and put down the steel blinds at the windows.

All controls featured idiot-proof labels. Billy unlocked the front door.

In the living room, Valis was still limp and unconscious, his head hooded by his shirt.

Billy dragged Valis out of the living room, through the dining area and kitchen, into the cockpit. He tumbled him down the steps and out of the motor home.

No more than an hour of darkness remained. The slim sickle moon now harvested stars beyond the western horizon.

He had parked the Explorer between the tent and the motor home, out of sight from the highway. No traffic passed.

He dragged Valis to the SUV.

No one lived nearby. The tavern across the highway would be deserted for hours yet.

When Valis had fired the shot into the armchair, there had been no one to hear.

Billy opened the tailgate. He unfolded one of the quilted moving blankets with which he had disguised poor Ralph Cottle’s tarp-wrapped body. He smoothed it across the floor of the cargo area.

On the ground, Valis twitched. He began to moan.

Billy suddenly felt weak, less with physical fatigue than with an exhaustion of the mind and heart. The world turns and the world changes, but one thing does not change. However you disguise it, this thing does not change: the perpetual struggle of Good and Evil.

With another blanket, Billy knelt beside the renowned artist. Thrusting the revolver into those quilted folds, using them as sound suppression, he expended the five remaining rounds in the freak’s chest.

He dared not wait to see if this time the gun had been heard. Immediately, he unfolded the smoking blanket on the ground and rolled the dead man in it.

Getting the corpse into the Explorer proved more difficult than he expected. Valis was heavier than scrawny Ralph Cottle.

If someone had been filming Billy, he would have had in camera a classic piece of macabre comedy. This was one of those moments when he wondered about God; didn’t doubt His existence, just wondered about Him.

With Valis wrapped and loaded, Billy slammed the tailgate and returned to the motor home.

The bullet Valis fired had passed through the padded armchair and out the back. By ricochet, it had damaged the wall paneling. Billy tried to track it from there.

Because his father and mother had been shot with the .38, forensic profiles of the revolver existed. He didn’t think there was a high likelihood that a match would be made, but he didn’t intend to take any chances.

In a few minutes, he found the spent slug under a coffee table. He pocketed it.

Police would recognize the hole in the armchair as damage from gunfire. They would know that a weapon had been discharged; and there was nothing to be done about that.

They would not know, however, whether it had been fired at Valis or by him. Without blood, they would not be able to deduce to whom, if anyone, violence had been committed.

Turning slowly in a full circle, casting his mind back to the moment, Billy tried to remember if, during the short time he’d been without gloves, he’d touched any surface that could be fingerprinted. No. The place was clean.

He left the steel blinds shut. He left the tambour panels raised to expose the collection of faces and hands.

He did not close the door when he stepped out of the motor home. Open, it invited.

What a surprise for the glamorous crew of artists and artisans.

No traffic appeared on the highway during the time that he drove away from the motor home, out of the meadow, and onto the pavement.

What patterns his tires had imprinted in the dust, if they had imprinted any, would be obliterated when the crew arrived in a few hours.




Chapter 73


Once more to the lava pipe, this time by a different route to avoid trampling the same brush as before.

While Billy removed the redwood lid, the narrow ragged wound of an appropriately bloody dawn opened along the contours of the mountains in the east.

A prayer didn’t feel appropriate.

As though his specific gravity were greater than those of the other three cadavers, Valis seemed to drop faster into the hungry shaft than had the dead who preceded him.

When the sounds of the body’s descent faded into silence, Billy said, “Older and more experienced, my ass.” Then he remembered to drop Lanny’s wallet into the pipe, and he replaced the lid.

As the night futilely resisted the early purple light, Billy parked the Explorer on the yard behind Lanny’s garage. He let himself into the house.

This was Thursday, only the second of Lanny’s two days off. No one was likely to wonder about him or to come around looking for him until sometime Friday.

Although Valis had denied planting any additional evidence in the wake of Billy’s previous visit, Billy decided to search the house once more. You just couldn’t trust some people.

He began upstairs, moving with the deliberateness of extreme fatigue, and by the time that he returned to the kitchen, he had not found anything incriminating.

Thirsty, he took a glass from a cabinet and drew cold tap water. Still wearing gloves, he was unconcerned about leaving prints.

Thirst quenched, he rinsed the glass, dried it on a dishtowel, and returned it to the cabinet from which he’d taken it.

Something didn’t feel right.

He suspected that he had missed a detail that had the power to undo him. Dulled by weariness, his gaze had traveled over some damning evidence without recognizing its importance.

In the living room once more, he circled the sofa on which Valis had propped Ralph Cottle’s corpse. No stains marred the furniture or the carpet around it.

Billy took up the cushions to see if anything from Cottle’s pockets might have fallen between them. When he found nothing, he replaced the cushions.

Still plagued by a disquieting feeling that he had overlooked something, he sat down to brood. Because he was a mess, he didn’t risk soiling a chair but with a sigh of weariness sat cross-legged on the floor.

He had just killed a man, or something rather like a man, but he could still be concerned about the parlor upholstery. He remained a polite boy. A considerate little savage.

This contradiction struck him as funny, and he laughed out loud. The more he laughed, the funnier his fussiness about the upholstery seemed to be, and then he was laughing at his own laughter, amused by his inappropriate giddiness.

He knew this was dangerous laughter, that it could unravel the carefully tied knot of his equilibrium. He stretched out on the carpet, flat on his back, and took long deep breaths to calm himself.

The laughter relented, he breathed less deeply, and somehow he allowed himself to fall into sleep.




Chapter 74


Billy woke disoriented. For a moment, blinking at the legs of chairs and sofas all around him, he thought that he had fallen asleep in a hotel lobby, and he marveled at how considerate the management had been to leave him undisturbed.

Then memory tweaked him fully awake.

Getting to his feet, he gripped the arm of the sofa with his left hand. That was a mistake. The nail wound was inflamed. He cried out and almost fell, but didn’t.

The day beyond the curtained windows looked fiercely bright and well advanced.

When he consulted his wristwatch, he saw that it was 5:02 in the afternoon. He had slept almost ten hours.

Panic flew, and his heart drummed like frantic wings. He thought his unexplained absence must have made him the primary suspect in the disappearance of Valis.

Then he remembered that he had called in sick for a second day. No one was expecting him to be anywhere. And no one knew he had any connection whatsoever to the dead artist.

If the police were eager to find anyone, they were searching for Valis himself, to ask him pointed questions about the contents of the jars in his living room.

In the kitchen, Billy took a drinking glass out of the cabinet. He filled it from the tap.

Digging in the pockets of his jeans, he found two Anacins and took them with a long drink. He also swallowed one tablet of Cipro and a Vicodin.

For a moment he felt nauseated, but the feeling passed. Maybe all these medications would interact in a mortal fashion and drop him dead between one step and another, but at least he wouldn’t puke.

He was no longer troubled by the feeling that he might have left incriminating evidence in this house. That fear had been a symptom of exhaustion. Rested now, reviewing his precautions, he knew that he had not missed anything.

After locking the house, he returned the spare key to the hole in the tree stump.

With the advantage of daylight, he opened the tailgate of the Explorer and checked the floor of the cargo space for Valis’s blood. None had soaked through the moving blankets, and the blankets had gone into the lava pipe with the corpse.

He drove away from the Olsen house with relief, with a cautious optimism, with a growing sense of triumph.

The site of the Valis project looked like an auto dealership that sold only police vehicles.

Lots of uniforms milled around the motor home, the tent, the mural. Sheriff John Palmer would be one of them because there were also TV-NEWS vans standing bumper-to-bumper along the shoulder of the highway.

Billy realized that he was still wearing latex gloves. All right. No problem. No one could see and wonder why.

Not a single available space remained in the parking lot at the tavern. The news of Valis and his grisly collection would bring out all the regulars as well as new customers, with something more to talk about than pigs with human brains. Good for Jackie.

When Billy’s house came into view, the sight of it warmed him. Home. With the artist dead, the locks would not have to be rekeyed. Security was his again, and privacy.

In the garage, he cleaned out the Explorer, bagged the trash, put away the power screwdriver and other tools.

Somewhere on this property were incriminating souvenirs, a last bit of cleanup to be done.

When he stepped across the kitchen threshold, he allowed his instinct to guide him. Valis wouldn’t have brought Giselle Winslow’s hand here in a jar full of formaldehyde. Such a container would have been too awkward and fragile to allow quick work on the sly. Instinct suggested the simplest solution.

He went to the refrigerator and opened the freezer drawer at the bottom. Among the containers of ice cream and packages of leftovers were two foil-wrapped objects that he did not recognize.

He opened them on the floor. Two hands, each from a different woman. One of them had probably belonged to the redhead.

Valis had used the new non-stick foil. The manufacturer would be pleased to hear that it worked as advertised.

Billy couldn’t stop trembling as he rewrapped the hands. For a while, he had thought that he had become inured to horror. He had not.

Before the day was done, he would have to throw out all the contents of the freezer. No contamination could have occurred, but the thought of contamination sickened him. He might have to trash the refrigerator itself.

He wanted the hands out of the house. He didn’t expect the police to knock on the door with a search warrant, but he wanted the hands gone, anyway.

Burying them somewhere on the property seemed like a bad idea. At the very least, he would have dreams about them clawing out of their small graves and creeping into the house at night.

Until he could decide what to do with them, he put the frozen hands in a small picnic cooler.

From his wallet, he thought to extract the folded snapshot of Ralph Cottle as a young man, Cottle’s membership card in the American Society of Skeptics, and the photo of the redhead. He had kept these with the vague idea of turning the tables on the freak and planting bits of evidence on him. He tossed them in the cooler with the hands.

He had Lanny’s cell phone, which he hesitated to add to the cooler. As if the hands would strip off their foil shrouds and call 911. He put the cell phone on the kitchen table.

To get the hands out of the house, he took the cooler to the garage and put it in the Explorer, on the floor in front of the passenger’s seat. He locked the garage after himself.

The hot afternoon had waned. Six-thirty-six.

High overhead, a hawk conducted its last hunt of the day.

Billy stood watching as the bird described a widening gyre.

Then he went inside, eager to take a long shower as hot as he could tolerate.

The business with the women’s hands had suppressed his appetite. He didn’t think he would feel comfortable eating at home.

Maybe he would return to the truck stop for dinner. He felt as if he owed the waitress, Jasmine, even a bigger tip than the one he had previously left her.

In the hallway, heading for the bathroom, Billy saw a light in his office. When he looked through the doorway, he found the shades drawn, as he had left them.

He didn’t remember leaving the desk lamp on, but he had split in a hurry, eager to dispose of Cottle. Without going around the desk, he switched off the lamp.

Although Cottle was no longer sitting on the toilet, Billy could too easily remember him there. This was his only bathroom, however, and his desire for a shower proved greater than his squeamishness.

The hot water gradually melted the aches from his muscles. The soap smelled glorious.

A couple of times, he grew claustrophobic behind the shower curtain and became half convinced that he had been cast in the Janet Leigh role in a gender-reversal version of Psycho.

Happily, he managed not to embarrass himself by whipping the curtain open. He concluded his shower without being knifed.

He wondered how much time would have to pass before he got over the heebie-jeebies. Most likely, the rest of his life.

After toweling off and dressing, he applied a fresh bandage to the hook wounds in his forehead.

He went into the kitchen, opened an Elephant beer, and used it to chase a pair of Motrin. The inflammation in his left hand worried him a little.

At the table with the beer, and with a few first-aid items, he tried to introduce iodine into the nail wound, then applied a fresh liquid bandage.

Beyond the windows, twilight approached.

He intended to go to Whispering Pines and spend a few hours. He had arranged to stay throughout the night in a prayer vigil; but in spite of his ten-hour sleep, he didn’t think he would be able to stay that long. With Valis dead, midnight had no meaning.

When Billy had tended to the nail wound, as he sat at the table finishing the beer, his attention fell on the microwave. The security video.

All this while, he’d been recording himself at the table. Then he realized that he had caught himself taking the hands out of the freezer. The camera had a wide-angle lens, but he didn’t believe that it could have captured his gruesome work well enough to serve as evidence.

Nevertheless…

He got the stepladder from the pantry. He climbed it and opened the cabinet above the microwave.

Using the reverse-scan mode, he studied the small review screen, watching himself walk backward around the kitchen. The angle had not revealed the severed hands.

Suddenly wondering whether Valis might have visited the house for some purpose between the time Billy had left the previous day and their meeting in the motor home before dawn, he continued the reverse scan beyond his entrance shortly after six o’clock.

He didn’t have to go all the way to the previous day. At 3:07 this same day, while Billy had still been asleep at the Olsen place, a man walked backward out of the living room, across the kitchen to the door, and reversed out of the house.

The intruder was not Valis, of course, because Valis was dead.




Chapter 75


Billy couldn’t remember the number. Using Lanny’s cell phone, he called directory assistance in Denver, and they put him through to Detective Ramsey Ozgard.

Billy paced while the phone rang out there in the shadow of the Rockies.

Maybe Valis had been confident of Billy’s conversion because he had previously bent someone else instead of destroying him. None of the sixteen members of his crew was like him, but that didn’t mean the artist was a lone hunter.

Ramsey Ozgard answered on the fifth ring, and Billy identified himself as Lanny Olsen, and Ozgard said, “I hear blood in your voice, Deputy. Tell me you’ve got your man.”

“I think I will have shortly,” Billy said. “I’ve got an urgent situation here. I need to know—the year Judith Kesselman vanished, was there a professor at the university, calling himself Valis?”

“Not a professor,” Ozgard said. “He was the artist in residence for six months. At the end of his time, he did this ridiculous thing he called performance art, wrapped two campus buildings in thousands of yards of blue silk and hung them with—”

Billy interrupted. “Steve Zillis had a perfect alibi.”

“It was watertight,” Ozgard assured him. “I can walk you through it if you have ten minutes.”

“I don’t. But tell me—do you remember—at the university, what was Zillis’s major?”

“He was an art major.”

“Sonofabitch.”

No wonder Zillis hadn’t wanted to talk about the mannequins. They weren’t just expressions of the sick dreams of a sociopathic killer—they were his art.

At that point, Billy hadn’t yet discovered the key words that would reveal the identity of the freak-performance art. He’d had only performance, and Zillis instinctively hadn’t wanted to give him the rest of it, not when he was doing so well playing a harmless, put-upon pervert.

“The son of a bitch deserves an Oscar,” Billy said. “I left his place feeling like the world’s worst shit, the way I treated him.”

“Deputy?”

“The famous and respected Valis vouched for Steve Zillis—didn’t he?—said that Steve was with him on a retreat or something on the day Judith Kesselman disappeared.”

“You’re right. But you’d only jump to that if—”

“Turn on your evening news, Detective Ozgard. By the time Judi Kesselman vanished, Steve and Valis were working together. They were each other’s alibi. Gotta go.”

Billy remembered to press END before dropping Lanny’s phone.

He still had Lanny’s pistol and Taser. He threaded the Wilson Combat holster onto his belt.

From the closet in his bedroom, he snared a sport coat, shrugged into it to conceal the pistol as best he could.

He slipped the Taser in an inner coat pocket.

What had Steve been doing here in the afternoon? By then he would have known that his mentor had been outed, the collection of hands and faces discovered. He might even suspect that Valis was dead.

Billy remembered finding the light on in the study. He went in there, all the way behind the desk this time, and found the computer in sleep mode. He hadn’t left it on.

When he moved the mouse, a document appeared. Can torture wake the comatose? Her blood, her mutilation will be your third wound.

Billy flew through the house. He leaped off the back-porch steps, stumbled when he landed, and ran.

Night had fallen. An owl hooted. Wings against the stars.




Chapter 76


At 9:06 the guest parking lot in front of Whispering Pines contained only one car. Visiting hours ended at nine.

They hadn’t locked the front door yet. Billy pushed inside, crossed to the main nurses’ station.

Two nurses were behind the counter. He knew them both. He said, “I made arrangements to stay—”

The overhead lights went out. The parking-lot lights died, too. The main hall was almost as black as a lava pipe.

He left the nurses in confusion and followed the corridor toward the west wing.

At first he hurried, but within a dozen steps, in the dark, he collided with a wheelchair, grabbed at it, felt the shape of it.

From the chair, a frightened old woman said, “What’s happening, what’re you doing?”

“It’s all right, you’ll be okay,” he assured her, and went on.

He didn’t move as fast now, arms in front of him like a blind man feeling for obstructions.

Wall-mounted emergency lights flickered on, then off, pulsed again and died.

An authoritative male voice calmly called out, “Please stay in your rooms. We will come to you. Please stay in your rooms.”

The emergency sconces tried to function again. But they pulsed at one-third brightness, and erratically.

These flares and leaping shadows were disorienting, but Billy could see well enough to avoid the people in the halls. Another nurse, an orderly, an elderly man in pajamas, looking bewildered…

A fire alarm issued an electronic ululation. A recorded voice began to give evacuation instructions.

A woman in a walker intercepted Billy as he approached her, plucked at his sleeve, seeking information.

“They’ve got it under control,” he assured her as he hurried past.

He turned the corner into the west wing. Just ahead, on the right. The door stood open.

The room was dark. No auxiliary sconce in here. His own body blocked what little light pulsed in from the west hall.

Slamming doors, a cacophony of slamming doors, which weren’t doors at all, but his heart.

He felt his way toward the bed. He should have reached it. He went two steps farther. The bed wasn’t here.

He pirouetted blindly, sweeping his arms through the air. All he found was the barstool.

Her bed was on wheels. Someone had moved her.

In the hallway again, he looked left, looked right. A few of the ambulatory patients had come out of their rooms. A nurse was marshaling them for an orderly exit.

Through the dance of light and shadow, Billy saw a man pushing a bed at the far end of the hall, moving fast toward a flashing red EXIT sign.

Dodging patients, nurses, phantoms of shadow, Billy ran.

The door at the end of the hall banged open as the man slammed the bed through it.

A nurse grabbed Billy by the arm, halting him. He tried to pull loose, but she had a grip.

“Help me roll some of the bedridden out of here,” she said.

“There’s no fire.”

“There must be. We’ve got to evacuate them.”

“My wife,” he declared, though he and Barbara had never married, “my wife needs help.”

He tore loose of the nurse, nearly knocking her off her feet, and hurried toward the flashing exit sign.

He shoved through the door, into the night. Dumpsters, cars and SUV’s in a staff parking lot.

For a moment, he didn’t see the man, the bed. There. An ambulance waited thirty feet away, to the left, its engine running. The wide rear door stood open. The guy with the bed had almost reached it.

Billy drew the 9-mm pistol but didn’t dare use it. He might hit Barbara.

Crossing the blacktop, he holstered the pistol, fumbled the Taser out of an inner coat pocket.

At the last instant, Steve heard Billy coming. The freak had a pistol. He fired twice as he turned.

Billy was already coming in under Steve’s arm. The gun boomed over his head.

He jammed the business end of the Taser into Steve’s abdomen and clicked the trigger. He knew it would work through thin clothing, a shirt, but he had never checked to be sure that it contained fresh batteries.

Zillis spasmed as the electric charge cried havoc along the wires of his nervous system. He didn’t merely drop his gun but flung it away. His knees buckled. He rapped his head on the bumper of the ambulance as he fell.

Billy kicked him. He tried to kick him in the head. He kicked him again.

The fire department would be coming. The police. Sheriff John Palmer, sooner or later.

He put his hand to Barbara’s face. Her breath feathered his palm. She seemed to be all right. He could feel her eyes moving under her lids, dreaming Dickens.

Glancing back at Whispering Pines, he saw that no one had yet evacuated through the west-wing exit.

He rolled Barbara’s bed aside.

On the ground, Steve was twitching, saying, “Unnn, unnn, unnn,” in a bad imitation of an epileptic fit.

Billy zapped him again with the Taser, then pocketed it.

He grabbed the freak by his belt, by the collar of his shirt, hauled him off the blacktop. He didn’t think he had the strength to lift and shove Zillis into the back of the ambulance, but panic flushed him with adrenaline.

The knuckles of the freak’s right hand rapped uncontrollably against the floor of the ambulance, as did the back of his skull.

Billy slammed the door, seized the foot rail of Barbara’s bed, and pushed her toward Whispering Pines.

When he was less than ten feet from the door, it opened, and an orderly appeared, leading a patient in a walker.

“This is my wife,” Billy said. “I got her out. Will you look after her while I help some others?”

“It’s covered,” the orderly assured him. “I better get her a safe distance if there’s fire.”

Urging the man in the walker to keep pace with him, the orderly pushed Barbara away from the building but also away from the waiting ambulance.

When Billy got behind the wheel and pulled the driver’s door shut, he heard the freak drumming his heels against something and making strangled noises that might have been fractured curses.

Billy didn’t know how long the effect of a Tasering lasted. Maybe he was wrong to pray for convulsions, but he did.

He found the brake release, the gear shift, and he pulled around to the front of the building. He parked beside his Explorer.

People were coming out of the building, into the parking lot. They were too busy to wonder about him.

He transferred the cooler with the severed hands to the ambulance and then got away from there. He went two blocks before he could locate the switch for the emergency beacons and the siren.

By the time he passed the fire trucks, coming out from Vineyard Hills, the ambulance was in full flash and voice.

He figured the more he called attention to himself, the less suspicious he appeared. He broke every speed limit going through the northeast end of town, and turned due east on the state route that led to the Olsen house.

When he was two miles out of town, with vineyards to both sides of the road, he heard the freak muttering more coherently and banging around back there, evidently trying to get up.

Billy pulled to the shoulder of the road, parked, but left the beacons flashing. He climbed between the seats, into the back.

On his knees, clutching the bracketed oxygen cylinder, Zillis wanted badly to get to his feet. His eyes were bright, like those of a coyote at night.

Billy zapped him again, and Zillis flopped, twitched, but a Taser wasn’t a deadly weapon.

If he shot the freak, blood might spray over all the life-support equipment, an ungodly mess. And evidence.

On the wheeled stretcher were two thin foam pillows. Billy grabbed both.

Flat on his back, rolling his head from side to side, Zillis had no muscle control whatsoever.

Billy dropped on his chest with both knees, driving the breath out of him, cracking more than one of his ribs, and shoved the pillows over his face.

Although the freak fought for life, he fought ineffectively.

Billy almost couldn’t finish it. He made himself think about Judith Kesselman, her lively eyes, her elfin smile, and he wondered if Zillis had shoved a spear-point iron stave into her, whether he had cut off the top of her skull while she was alive and handed it to her as a drinking cup.

Then it was over.

Sobbing but not for Zillis, he climbed once more behind the steering wheel. He drove onto the highway.

Two miles from the turnoff to the Olsen place, Billy killed the emergency beacons and the siren. He slowed below the speed limit.

Because the alarm at Whispering Pines had been false, the fire-department crew would not linger. By the time he eventually returned the ambulance, the staff parking lot would be deserted again.

He had left his power screwdriver at home. He was pretty sure that Lanny owned one. He would borrow it. Lanny wouldn’t care.

As he reached the house, he saw the sickle moon, a little thicker this night than last, and the silver blade perhaps somewhat sharper.




Chapter 77


All year, the valley is home to rock doves and to band-tailed pigeons, to the song sparrow and to the even more musical dark-eyed junco.

The long-winged, long-tailed falcons known as American kestrels also stay the year. Their distinctive plumage is bright and cheerful. Their shrill, clear call sounds like killy-killy-killy-killy, which should not be pleasing to the ear, but is.

Billy bought a new refrigerator. And a microwave.

He knocked down a wall, combining his study with the living room because he had plans to use the space differently from the way it had been used before.

After choosing a cheerful butter-yellow color, he repainted every room.

He threw out the carpets and furniture, and purchased everything new, because he didn’t know where the redhead might have been sitting or lying when she had been strangled or otherwise dispatched.

He considered razing the house and rebuilding, but he realized that houses are not haunted. We are haunted, and regardless of the architecture with which we surround ourselves, our ghosts stay with us until we ourselves are ghosts.

When he was not at work on the house or behind the bar at the tavern, he sat in the room at Whispering Pines or on his front porch, reading the novels of Charles Dickens, the better to know where Barbara lived.

With the coming of autumn, the wood-pewees move on from the valley, and their pee-didip, pee-didip is not heard until spring. Most of the willow flycatchers migrate as well, although a few may adapt and linger.

By autumn, Valis remained big news, especially in the tabloids and on those TV shows that tricked up carnival-freak show huckstering to pass for investigative journalism. They would feed on him for a year at least, like flickers feed on the larvae in noisy acorns, though Nature had not given them the imperative that she had given to the flickers.

Steve Zillis had been linked to Valis. Sightings of the pair—disguised but recognizable—were reported in South America, in Asia, in the more ominous regions of the former Soviet Union.

Lanny Olsen was assumed to be dead but also in some mysterious way a hero. He had not been a detective, merely a deputy, and never before had he been a motivated officer; however, his calls to Ramsey Ozgard, of the Denver PD, indicated that he had reason to suspect Zillis and, in the end, Valis as well.

No one could explain why Lanny had not taken his suspicions to a superior. Sheriff Palmer said only that Lanny always had been “a lone wolf who did some of his best work outside the usual channels,” and for some reason no one laughed or asked the sheriff what the hell he was talking about.

One theory—popular at the bar—held that Lanny had shot and wounded Valis, but that Steve Zillis had come on scene and murdered Lanny. Then Steve had driven away with Lanny’s body to dispose of it, and with the wounded artist, as well, to nurse him to health in some hideaway, since all legitimate doctors are required to report gunshot wounds.

No one knew in what vehicle Steve had fled, as his own car was in the garage at his house; but obviously he had stolen wheels from someone. He hadn’t taken the motor home because he had never before driven it, and no doubt because he feared that it would attract too much attention once Valis had been reported missing.

Psychologists and criminologists with knowledge of sociopathic behavior argued against the idea that one homicidal psychopath would be inclined selflessly to nurse another homicidal psychopath back to health. The notion of these two monsters behaving with tender-hearted concern toward each other appealed to the press, however, and to the public. If Count Dracula and the Frankenstein monster could be good friends, as they had been in a couple of old films, Zillis might be stirred to minister to his grievously wounded artist mentor.

No one ever noticed that Ralph Cottle had vanished.

Surely the young redhead had been missed, but perhaps she had come from a distant part of the nation and had been snatched on the road while passing through the wine country. If there were stories in some other state about her disappearance, she was never connected to the Valis affair, and Billy never learned her name.

People go missing every day. The national news media don’t have sufficient space or time to report upon the fall of every sparrow.

Although wood-pewees and most willow flycatchers leave with the summer, the common snipe appears when autumn trends toward winter, as does the ruby-crowned kinglet, which has a high, clear, lively song of many phrases.

In those rarefied circles where the simplest thoughts are deep and where even gray has shades of gray, a movement arose to complete the unfinished mural. And burn it as planned. Valis might have been insane, the argument went; but art is art nonetheless, and must be respected.

The burning drew such an enthusiastic crowd of Hells Angels, organized anarchists, and sincere nihilists that Jackie O’Hara closed his doors that weekend. He didn’t want their trade at a family tavern.

By late autumn, Billy quit his bartending job and brought Barbara home. One end of the expanded living room served as both her bedroom and his office. With her quiet company, he found that he could write again.

Although Barbara did not require life-support machines, only a pump to supply a steady food drip through the tube in her stomach, Billy initially depended on continuous help from registered nurses. He learned to care for her, however, and after several weeks, he seldom needed a nurse other than at night, when he slept.

He emptied her catheter bag, changed her diapers, cleaned her, bathed her, and was never repulsed. He felt better doing these things for her than he felt when he let strangers do them. In truth, he did not expect that tending to her in this fashion would make her seem more beautiful to him, but that was what happened.

She had saved him once, before she’d been taken from him, and now she saved him again. After the terror, the brutal violence, the murder, she gave him the opportunity to become acquainted with compassion and to find in himself a gentleness that otherwise he might have lost forever.

Strange, how the friends began to visit. Jackie, Ivy, the cooks Ramon and Ben, and Shirley Trueblood. Harry Avarkian often drove up from Napa. They sometimes brought members of their families, as well as friends of theirs who became Billy’s friends. Increasingly, people seemed to enjoy hanging around the Wiles place. They had a crowd on Christmas Day.

By spring, when the wood-pewees and willow flycatchers returned in numbers, Billy had widened the front door and ramped the threshold to accommodate Barbara’s bed on the porch. With an extension cord to keep her food pump working and to allow adjustment of the mattress, she was able to lie in an elevated position, her face to the warm spring breezes.

On the porch, he read, sometimes aloud. And listened to the bird songs. And watched her dreaming A Christmas Carol.

That was a good spring, a better summer, a fine autumn, a lovely winter. That was the year when people began to call him Bill instead of Billy, and somehow he didn’t notice until the new name was the common usage.

In the spring of the following year, one day when he and Barbara were together on the porch, Bill was reading to himself when she said, “Barn swallows.”

He no longer kept a notebook of the things that she said, for he no longer worried that she was afraid and lost and suffering. She was not lost.

When he looked up from his book, he discovered a flock of that very bird, moving as one, describing graceful patterns over the yard beyond the porch.

He looked at her and saw that her eyes were open and that she seemed to be watching the swallows.

“They’re more graceful than other swallows,” he said.

“I like them,” she said.

The birds were elegant with their long, slender, pointed wings and their long, deeply forked tails. Their backs were dark blue, their breasts orange.

“I like them very much,” she said, and closed her eyes.

After holding his breath for a while, he said, “Barbara?”

She did not answer. I said to my soul, be still, and wait without hope, for hope would be hope for the wrong thing.

Hope, love, and faith are all in the waiting. Power is not the truth of life; the love of power is the love of death.

The barn swallows flew elsewhere. Bill returned to the book that he had been reading.

What will happen will happen. There is time for miracles until there is no more time, but time has no end.






NOTE


In moments of stress and indecision, words of wisdom enter Billy Wiles’s mind, and he is guided by them. Although Billy does not make an attribution, these words are from the work of T.S. Eliot.


Chapter 9:

Preserve me from the enemy who has something to gain, and from the friend who has something to lose.

Also in that chapter:

Teach us to care and not to care. Teach us to sit still.


Chapter 13:

The only wisdom we can hope to acquire is the wisdom of humility.


Chapter 17:

May the judgment not be too heavy upon us.


Chapter 33:

There is one who remembers the way to your door: Life you may evade, but Death you shall not.


Chapter 66:

In order to possess what you do not possess, you must go by way of dispossession. And what you do not know is the only thing you know.


Chapter 71:

In order to arrive at what you are not, you must go through the way in which you are not.


Chapter 72:

The world turns and the world changes, but one thing does not change. However you disguise it, this thing does not change: the perpetual struggle of Good and Evil.


Chapter 77:

I said to my soul, be still, and wait without hope, for hope would be hope for the wrong thing.


The Napa County Sheriff’s Department in this fiction bears no resemblance to the superlative law-enforcement agency of the same name in the real world, nor is any person in this story based in any way whatsoever on any real person in Napa County, California.


Barbara’s most mysterious statement—want to know what it says, the sea. What it is that it keeps on saying—is from Dombey and Son.


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VELOCITY

Combining Lean, Six Sigma, and the Theory of Constraints
to Achieve Breakthrough Performance

A BUSINESS NOVEL

DEE JACOB, SUZAN BERGLAND,
AND JEFF COX

FREE PRESS
New York  London  Toronto  Sydney

To those who began this journey before us.
And to those who will continue it.

A Division of Simon & Schuster, Inc.
1230 Avenue of the Americas
New York, NY 10020
www.SimonandSchuster.com

Copyright © 2010 by The Avraham Y. Goldratt Institute,
a Limited Partnership, and Jeff Cox

All rights reserved, including the right to reproduce this book or portions thereof
in any form whatsoever. For information address Free Press Subsidiary
Rights Department, 1230 Avenue of the Americas, New York, NY 10020

First Free Press hardcover edition January 2010

FREE PRESS and colophon are trademarks of Simon & Schuster, Inc.

For information about special discounts for bulk purchases,
please contact Simon & Schuster Special Sales at 1-866-506-1949
or [email protected]

The Simon & Schuster Speakers Bureau can bring authors to your live event.
For more information or to book an event contact the Simon & Schuster Speakers
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Manufactured in the United States of America

1  2  3  4  5  6  7  8  9  10

Library of Congress Cataloging-in-Publication Data

Jacob, Dee.
Velocity : combining lean, six sigma, and the theory of constraints to achieve
breakthrough performance: a business novel / Dee Jacob, Suzan Bergland,
and Jeff Cox.—1st Free Press hbk. ed.
p.    cm.

1.  Industrial management.    2.  Industrial efficiency.    3.  Organizational
effectiveness.    I.  Bergland, Suzan.    II.  Cox, Jeff.    III.  Title.
HD31.J2338    2010
658.4’013—dc22          2009031900

ISBN 978-1-4391-5892-0

ISBN 978-1-4391-8121-8 (ebook)

Introduction

Experienced managers know that nothing is static in the operating environment; over time there is change. The rate of change may be slow. It may be alarmingly fast (or seem that way to those caught by surprise). But change is forever occurring in markets, in technology, in methods, in processes, in skills, in regulations, and in everything else, including the art and practice of management itself. To cope with unending change – and indeed to make the most of it – the effective manager understands that the long-term success of the organization depends upon ongoing, progressive, positive adaptation – what has come to be called “continuous improvement.”

Over recent decades, going back to the 1980s and earlier, there have been a number of organized efforts aimed at achieving continuous improvement, many of them becoming known by a three-letter acronym. There were TPS (Toyota Production System), TQM (Total Quality Management), SPC (Statistical Process Control), JIT (Just in Time), as well as many others. All of these, even those that fell by the wayside or were absorbed into other disciplines, had elements of value, with important concepts and useful tools and methods. Unfortunately, there were also flaws in the thinking that went into the implementation of these efforts, and sometimes in the very assumptions on which they were founded. As a result, most organizations, though they learned from these programs and disciplines, were never able to achieve the degree of sustained performance they expected.

When we talk about continuous improvement, a number of essential questions arise. For instance, what should be improved? Everything? That is, should we seek to improve everything throughout the entire organization? Many well-intentioned program managers, executives, and consultants would, indeed, say, “Yes, we must improve everything, every function, every aspect of operations, from A to Z!” As if to say, “We must focus everywhere!”

Yet it’s a serious question: should the management team seek to improve everything? All at once? Simultaneously? And continuously? What should be the scope of the improvement effort? Do you include every function? Every customer service and supplier interaction? What about housekeeping, accounting, and maintenance? And which resources do you include? If you include everything and everybody in any but the smallest of companies, you’re into a massive undertaking. How do you organize it? More important, how do you make it effective?

Conversely, perhaps for obvious reasons of practicality and budget, suppose you do not seek to improve everything all at once. Then you’re back to the original question: what do you improve? Where do you focus? By what criteria do you select your improvement initiatives and assign resources and tasks? Can you know in advance whether there is really going to be a bottom-line gain for all your trouble and investment?

What people tend to mean when they say, “We must improve everything,” is that they want “everything” to improve. In other words, they want everything – the entire organization – to achieve a significant, overall performance gain that increases year after year. They want to improve the total system that is producing whatever output it was created to produce, and they want over time real bottom-line results to show for it. However, “improving everything” is not the same as “everything improving.” If you doubt this, by all means please do keep reading this book.

Both in the past as well as today, many organizations have invested in large-scale improvement efforts, with lots of training and internal meetings and so on, with sincere conviction. The assumption typically was (and is) that many, many small improvements will accrue in terms of “savings” or efficiency gains or waste reduction or even employee morale – and ultimately the sum of these improvements will yield major gains in profitability, competitiveness, and customer satisfaction. In fact, what occurs is a number of local-area improvements, i.e., less waste in Function B, fewer defects in Function M, less variation in such-and-such a process, shorter processing time within Function T. But many of the supposed gains never actually accrue to the bottom line.

These very same issues as above confront and challenge Amy Cieolara and her colleagues who populate the following business novel, VELOCITY, just as they do a vast number of managers and executives in all types of companies and organizations around the world. These issues are vital, because the need for continuous improvement is truly urgent. There are business and economic realities that are demanding advances in organizational performance – and while crucial in normal times, they never have been more so than in our current times. Yet what are managers, as well as professional practitioners of improvement disciplines such as Lean and Six Sigma, supposed to do? So many companies and other organizations have made major investments in Lean and Six Sigma and other improvement concepts, as well as in plant and equipment and technology, but the yield on these investments is not providing the expected return. What is the answer? What should be done?

This is why we wrote VELOCITY. This book is concerned with three major continuous-improvement disciplines – Lean, Six Sigma, and the Theory of Constraints – and how to combine them so that the organization does achieve systemic gains that yield improved bottom-line performance. Many if not most readers will be familiar with one or more of those three. For the uninitiated, very briefly, Lean was founded upon concepts established in the Toyota Production System (TPS) and emphasizes elimination of waste in its many forms. Six Sigma was derived from Total Quality Management and other quality improvement methods, and its strength is in reducing variation. And the Theory of Constraints (TOC) was created by Dr. Eliyahu Goldratt, the founder of our organization, the AGI-Goldratt Institute. TOC holds that a system constraint is the most practical way to reliably manage a complex system, and once the system is stable and predictable, provides the focus for systemic improvement. And VELOCITY – as a concept – is the means by which the organization orchestrates all of its resources, as well as all three improvement disciplines, and achieves both speed and direction toward its strategic goals. We believe that this is a very powerful approach to organizational improvement. As you read, you might keep in mind that VELOCITY consists of three pillars: Theory of Constraints – TOC – as the system architecture; TOC, Lean, and Six Sigma disciplines – TOCLSS – together as the focused improvement process; and Strategy, Design, Activate, Improve, Sustain – SDAIS – as the deployment framework. We have confidence that, if it is properly applied, you and your company or organization can achieve major benefits using this approach.

One final question: why write about this subject by way of a business novel? For one reason, we have a strong precedent. The Goal, which is now considered a classic in business literature and has sold millions of copies globally, was a novel created by our founder, Dr. Goldratt, working in association with creative writer Jeff Cox. Mr. Cox now returns to the subject matter and style of that now-famous book by working with AGI to write VELOCITY.

However, it should also be noted that fiction provides some significant advantages over a conventional business text. Strategy, technology, tangible assets, material resources – all of these and more are essential for a functioning business. But it can be said, with no sentimentality, that human beings are really at the core of every organization. A novel allows readers to experience business concepts as actual people might. We can reveal with fairly good accuracy where conflicts can develop, and the resolution of those conflicts. The story becomes a way to better engage the reader, and to explore the ideas as they actually might play out in the readers’ own environments. And, aside from all that, a novel can make the reading of the book a heck of a lot more interesting to anyone in your organization.

So we hope you enjoy VELOCITY – and that you gain practical insights to make you and your organization more successful.

1

The news spread by way of hushed murmurs in hallways, muffled conversations behind closed doors, mutterings over the tops of cubicle walls, quiet phone calls with hands covering the mouthpieces. However, one poor chump was stupid enough to broadcast it in an email – and he eventually got the blame and was canned, although he in fact had not been the one initially to leak the word. ‘In any case, within hours – and a good two days before the official announcement – practically everyone at the headquarters of Hi-T Composites knew what was only supposed to be known by certain boards of directors, key executives, and a few trusted subordinates.

Amy Cieolara, who was not one of those privileged few, had just got back to her office after her regular Wednesday meeting with her marketing and salespeople. She was a slim woman, age forty-one at the time, with sandy brown hair cut midlength that she wore either pulled back or in long, flowing curls framing her rather angular chin-line. This was a curls day, and she was having trouble keeping them out of her face as she walked briskly through the offices while thumbing a text message at the same time. Almost in lockstep behind her as she went into her office came Linda, her assistant, who closed Amy’s door and held it shut, leaning against it lest some intruder should come barging in and hear her speak of the appalling secret.

“Have you heard?” Linda asked.

“What? About Elaine and Bill? Well, everyone said it was never going to last, and guess what, it didn’t.”

“No!” said Linda in an exclamatory whisper. “We’re getting sold to some huge company!”

Amy’s green eyes sharpened their focus on the younger woman’s worried face.

“Well? Is it true?”

“Linda, if I knew, which I don’t, I wouldn’t be allowed to say anything to anybody. By the way, who told you?”

“Nobody. There’s an email floating around. I’ll forward it to you.”

“No!” said Amy. “I don’t want it on my computer. Print a copy for me.”

Linda slipped out the door, back to her desk. When she returned a few minutes later, sheet of paper in hand, Amy took the email printout and read it quickly, then blew a soft whistle from between her lips.

“Wow, is this guy in trouble,” Amy said under her breath. Then, to Linda: “Look, it’s probably just one of those rumors that gets started. Don’t get yourself in a tizzy.”

“But Bobby just got laid off and I’m five-and-a-half-months pregnant! What if we have to go through all that downsizing stuff again?”

“If it ever happens, it’s a long way off. All right? Anyway, Bobby is smart; he’ll find something else. You’ll both be fine – I mean, all three of you, you’ll be just fine. Now, I need you to make some travel reservations for me …”

With Linda calmed down and returning to her normal high-level competency, buzzing away at task after task and all but leaping tall buildings, even in her pregnant state, Amy whisked herself down the hall. Email printout in hand, she hurried into the corner office of Hi-T Composites Company President B. Donald Williams. She shut B. Don’s door behind her and leaned her slim frame against it, almost exactly as Linda had done.

“What’s up?” asked B. Don.

“Have you heard?”

He blinked his eyes as if feigning ignorance, then relented. “Well, yes, I have heard. I have to say, I am not shocked.”

“You’re not?”

“No, I’m not.”

Amy’s mouth dropped open.

“Anyone could have seen it coming,” he said.

“Well, I couldn’t.”

“Come on, Amy! Everyone knows Bill is a jerk – and Elaine, much as I appreciate her professionally, would just be impossible to live with.”

“No! Not them. This!”

She handed the sheet of paper across the desk to B. Don and sat down in one of his well-worn, sun-faded chairs. The business unit president put on his glasses and then scrutinized the words, his eyes widening as he read.

“Oh … ! Oh snap!” he said. “Where the snappin’ hell did this come from?”

“According to Linda – who had nothing to do with this – everyone knows. Or thinks they know. Anyway, everyone is talking about it. By the way, is it true?”

B. Don leaned back, removed his glasses, and gave them a toss, such that the glasses spun across the leather blotter on his desk. He then shut his eyes and pinched the bridge of his nose with his thumb and forefinger.

“Can you tell me … or not?” Amy asked.

“You,” he said with emphasis, “cannot tell anyone.”

“But everyone knows.”

“But you cannot talk about it. Okay?”

“Okay.”

“To anyone. Understood?”

“Well, sure. But according to Linda, it’s all over the place.”

“Most of what’s in this moron’s email is pure crap. However … and unfortunately … the basic story is true. We are being sold. That’s why I’ve been going to St. Louis so often the past few months. I’ve been at headquarters meeting with the board and the new buyer.”

“Who’s buying?”

B. Don leaned over his desk and whispered the name.

“Really?”

“Yes,” he said. “Now, what I’ve just told you could probably get me fired … or, these days, even get me sent to jail. So–”

“I won’t breathe a word, you know that.”

The president tipped back in his chair, shook his head, and exhaled, making a sound somewhere between a chuckle and a sigh.

“Amy, I hate to swear in front of you–”

“B. Don, it’s fine. I’m sure I know all the words.”

“But what really pisses me off is … we finally got it right. We got our production issues sorted out. And we nailed the Herbie.”

“Excuse me?”

“We nailed the Herbie.”

“The what?”

“The … the bottleneck. The system constraint. We nailed it, and it’s not movin’. And these guys are going to come in and screw it up. I just know it’s going to happen. They are going to come in high and mighty and they are going to screw it all up.”

“Don, I’m sorry, but I don’t know what you’re talking about.”

“Well … you’re marketing. What I’m talking about is a supply chain issue–”

“Which does affect marketing. Not to mention sales.”

“Anyway … so be it. One does what one can do,” said Don. “Now, Amy, you’re a far better wordsmith than I am. Help me write something I can send out to the general world countering the so-called rumor, especially the piece of it that’s true. In other words, help me lie through my teeth and yet not seem to be completely evil or stupid in a few days’ time.”

Five months later, the shareholders and the various regulatory bodies gave their approvals and the deal closed. Hi-T Composites became a subsidiary of Winner, Inc., a global corporation headquartered in New York City. Meanwhile, Linda and Bobby had had a baby girl – Holly – and Bobby did find a job, though at a much lower wage than he had previously earned, and he was looking for another. And, to everyone’s amazement, Bill and Elaine patched things up and even went on a second honeymoon (their first honeymoon having been a mere two years prior), although upon her return Elaine complained that she and Bill were arguing even before they got on the plane to Costa Rica.

With the transfer of ownership accomplished, B. Donald Williams went to New York to present Hi-T’s business strategy and otherwise become better acquainted with Winner’s top management. Upon his return, B. Don conducted a series of meetings with employees talking up all the wonderful advantages of being part of the Winner family and downplaying the many concerns over what the future might hold. But Amy Cieolara, who could always read him, discerned that there was much that B. Don was not saying publicly.

Late one afternoon, after most people had left for the day, Amy was still in her office and B. Don came by, pausing in her doorway.

“You got a minute?” he asked.

“Sure. Come on in.”

He did so and closed the door behind him.

“This is in confidence.”

“Understood,” Amy said.

“There are some things I want you to know about. You and a few others. The good people. Things I can’t say to everybody.”

B. Don hesitated then. He stared out her window for a moment, collecting his thoughts, then pulled a chair next to her desk and sat down.

“Amy, this transition is going to be worse than what I first thought. These guys at Winner …” He shook his head slowly. “They’ve got a very different culture from what we’re used to. Very competitive. Way, way, way more competitive than what the St. Louis management set as the overall tone. In fact, I would go so far as to say that inside Winner it’s a survival of the fittest mentality.”

“Oh. Gee! That’s great!” she said. “In fact, this really sounds like fun!”

“Yeah. Well, it’s going to be a different ball game. For instance, every manufacturing plant will be competing with every other manufacturing plant on the same metrics. And the same goes for every function. Your marketing and sales team will be competing with every other marketing and sales team across the board inside Winner.”

“Competing for what?”

“Resources. Talent. Bonus money. Stock options. Perks. Promotions. Recognition. And there are sticks to go along with the carrots. Those who lag in performance will be weeded out. Weakness will not be tolerated.”

“Well, I’d like to think we can hold our own,” she said. “I’m not afraid of a little competition. Just tell me what the rules are, and I’ll deliver whatever is required.”

“That, Amy, is a big part of the problem.”

“What, you mean there are no rules? It’s like a bar fight or something?”

“Oh, they’ve got plenty of rules, all right!” he said with a chuckle. “Plenty of policies – both written and unwritten – and you must abide by them. Listen, Amy, I’m not afraid of a little competition either. Our team at Hi-T can go head to head with anyone, and there’s a time and place for everything.”

Amy leaned back in her chair. She could sense a “but” coming, and she was not disappointed.

“But on the other hand, I have seen the metrics that Winner uses for manufacturing, for service functions, for administrative, you name it. And I am not at all convinced that most of what they’re measuring really contributes to the bottom line. In fact, I don’t think what they’re mandating actually makes money – and I suspect a lot of it gets in the way of making money. You go read their annual reports, Amy. Not many of their divisions are actually growing their businesses – not by very much, and they’re not throwing off a lot of cash either. Some are getting the tar kicked out of them. You look at Winner’s corporate numbers – revenue growth, increasing earnings per share, and so on – and they seem impressive. But drill down and it soon becomes obvious that Winner is mostly growing only by way of acquisition. That’s why they have to keep buying businesses like ours, using leverage and driving up their debt, by the way, because what they have going internally is really not getting it done. For all their vaunting of the virtues of competition, Winner is really not very competitive!”

Amy was listening closely but fidgeting, shifting in her seat, playing with her pen, which was what she did when she was nervous or unsettled.

“So,” Don continued, “it’s going to be tough.”

She flashed an uncomfortable little smile and said, “You know what they say, Don: When the going gets tough, the tough get going.”

“Yes, and that’s my plan,” said Don.

“Excuse me?”

“I am going. Leaving. Bugging out. Hitting the bricks.”

“When?”

“No definite date. But I’m pretty dang sure Winner does not want me for the long term. If I hang around I can probably haggle for a supergood package from them. But I don’t know if I even want to endure the aggravation. I’m fifty-nine; I’ve got enough money to retire now if I want to. And if I get tired of sailing my boat or playing golf or cruising the world, that’s what headhunters are for.”

Amy’s eyes had watered just slightly. She sighed.

“I’m really going to miss you, B. Don.”

He nodded. “Well … thanks. We’ve done a few good deeds together, haven’t we. Saved the business and got it growing again after some bad times. Kept a lot of jobs right here in Highboro. Not all of them, but we’re still a major employer. Helped keep the big ones flying with replacement parts … and that’s the truth. Made nice profits, even as we brought prices down and grew our market share. And now we’ve got new generations of composites coming on, and the wind turbine segment shows some real promise on the energy front. I’ll miss it. I’ll miss you and a lot of the others. I’ll miss the challenges. But when it’s time to go …”

Don leaned forward. Amy thought he was going to stand up and do just that, but he didn’t. Instead he looked straight at her and lowered his voice.

“Amy, this conversation, of course, never took place, but if I were you, and I hate to say it, you might want to bring your résumé up to date and have a look around yourself.”

She shook her head. “I can’t. Not unless the job is here in town or pretty close by. Not with my parents the way they are.”

“They are up there in age, aren’t they. You were the change-of-life baby, I believe,” he said with a smile.

“Yep, I was the surprise. But, Don, you know the situation. Dad’s got Alzheimer’s. If he moves to a new place, he’ll never figure it out. Mom’s finally got a good set of doctors here for all her problems. I can’t just uproot them and take them with me, and they really need somebody to look in on them every few days. Then there are my kids … they’d lose all their friends. I can’t bring myself to say the hell with everybody and go look for the perfect job. So I’m kind of stuck here.”

“I understand. But, Amy, there is one last thing I feel I need to warn you about, in case you do stay. In the past, you have complained to me privately about a perceived glass ceiling in place at the St. Louis headquarters.”

“And you always insisted it wasn’t there.”

“Well … I’m not saying it wasn’t there, but I always figured the right woman, the right anybody, could punch through it. In St. Louis. But these guys … I heard in New York a few things said, never mind what, things you yourself will never hear. And at Winner, that glass ceiling, sorry to say, is in place. Try not to be too harsh in your opinions; I think it’s just part of their competitive thing.”

Amy sat stoically for a second, then snapped her lips together to form a happy idiot’s grin.

“Well … B. Don! You sure have cheered me up! I am so glad you stopped by!”

He laughed and stood to leave her. He extended his hand. Amy shook his hand, but then came around the corner of her desk and hugged him.

“Amy,” he said, “you take care of yourself, you hear?”

Within months B. Don was gone, retired. He and his wife, Daisy, soon booked a year-long world cruise and sailed off from Miami into the sunrise.

Taking B. Don’s place was a man said to be one of Winner’s up-and-comers, a man on the fast track to the top: Randal Tourandos, more colorfully known behind his back as Random Tornado. Indeed, he was a whirling dervish of managerial energy, often arriving at Hi-T’s downtown Highboro offices at four thirty in the morning to review in detail the metrics from the previous day, which had been prepared by his own dedicated IT squad – soon unofficially called the Microbursts – who worked in shifts to compile the latest data for him. Before long, it became common for Amy and everyone else to arrive at work to find as many as five or six emails demanding immediate attention to whatever the Tornado had happened to notice in the metrics that morning. Even worse was to walk in and find one of Randal’s outsize Post-it notes adhered to the seat of one’s chair, the messages almost unreadable in Randal’s speed-written scrawl. But if you got one, all other responsibilities had to be postponed until you had addressed the Tornado’s concerns – and correctly discerning what those were was often the biggest challenge.

Key to everything, as far as Randal was concerned, was WING3.2 – or Winner Information Network, Generation 3.2 – sometimes just called “WING.” This network was used throughout the corporation, and it had software designed to monitor every function in every business unit at a level of detail that was mind-boggling. Well, it was mind-boggling to many, but not to the Tornado, who was a computer whiz. In fact, as Randal himself was proud to tell everyone, he had been one of the software engineers on WING1.0, the first generation of the network. He had written some of the original code back in the day. And he still tinkered with it, adding or refining drill-down techniques and data-comparison features whenever the network was not doing something he thought it ought to do. He boasted that WING3.2 could tell you how many boxes of paper clips and pens were supposed to be in the supply closet at any location, based on purchases and estimated consumption rates. Future generations of WING, he claimed, would add what he termed “robust artificial intelligence” with queries and alerts to individual workers regarding what each one was supposed to be doing at any given moment. Amy Cieolara found it all to be rather Orwellian, but Randal was the boss and there was nothing she could do except go along.

Although full implementation of WING would take years, Randal and his IT techies, with the help of platoons of consultants, was able to get an essential implementation up and running in a matter of months. Almost as soon as it was in place, the Tornado began making his moves.

He started by mandating a 10 percent across-the-board staff cut in all functions, no exceptions. Amy almost lost Linda, who was one of the higher-paid assistants, but was able to save her in the end by firing two other assistants who were caught stealing laptops and toner cartridges. Even with such a legitimate excuse for termination, the whole process was exceedingly painful – for everyone.

Next, the Tornado closed and sold off what he called a “job shop” in northern Virginia that did small-lot and single-piece custom work, mostly for Hi-T’s Formulation & Design unit, which was based in Rockville, Maryland. He consolidated all production at the Oakton plant, located about twenty miles outside Highboro. He then introduced incentive pay at Oakton – over the protests of plant manager Murphy Maguire – in order to increase productivity. And there were a multitude of new policies and work rules, such as the directive that each and every function at Oakton would only process its work in the batch sizes that WING had calculated to be economically optimum.

Then there were the rather screwy and mean-spirited new policies upon which he insisted. For instance, he banned all coffeemakers from company offices and got rid of the little refrigerators where employees could keep soft drinks and store their lunches, claiming that it was not the company’s responsibility to provide space or electricity for these. More seriously, he began pressuring managers to keep coming up with new ways to reduce expenses in every conceivable way.

In his first year, Random Tornado reported to Winner’s corporate management an 11 percent increase in Hi-T’s net income, and a 17 percent increase in productivity. Amy, for one, was not sure how “productivity” was calculated, but that was the number that WING printed and so it was taken as gospel. For this marvelous first-year performance, the Tornado was given a tremendous bonus, rumored to be in the range of millions of dollars. He then put himself and all the Highboro managers on one of Winner’s corporate jets and flew them to a resort in Jamaica for three days of work, surf, and frolic.

On a personal level, Randal could actually be a fun guy to be around. He was very work-hard, play-hard. Amy, almost against her will, found herself liking the Tornado in Jamaica. When she returned, nicely tanned, to the office, she showed Linda pictures of Randal wearing a dreadlocks wig, doing a cannonball dive into the resort pool, and pretending to bite the dorsal fin off a shark he had hooked on an afternoon fishing charter.

“And, Linda, you should see him dance,” Amy said. “He just needs a couple of Cuba libres to get him going. You’d never know he was the same … well, you-know-what from here in the office.”

Then, eighteen months after he arrived, the Tornado was gone. He was hired away from Winner to run a semiconductor company in Silicon Valley that had survived the tech-bubble crash only to stagnate and decline in the marketplace. The Tornado was certain that he could turn the company around in a matter of a few years, and that disciplined cost-cutting was the foundation on which he would build. For accomplishing this, his total take from the company – mostly in stock options – was said to be potentially enormous, perhaps even beyond millions.

The Microbursts threw a wild good-bye party for the Tornado. Oddly, no one else was invited to attend. Amy got Randal a bottle of good champagne and attached ribbons and a card wishing him well. But the first morning after the Tornado’s departure, when she arrived at her office and found no emails on what WING had ferreted out of the metrics and no Post-it note on her chair, she breathed a deep sigh of relief. Within days, the coffeepots reappeared.

That relief, however, was short-lived. Well before the Tornado went off to California, even before he had collected his enormous first-year bonus at Hi-T, Amy could sense that things were not going as swimmingly as a 17 percent jump in productivity suggested.

In the beginning, right after Winner acquired Hi-T, Amy had tried to make the best of it. She had some slick presentations and brochures created to cast the best light on the change of ownership. She briefed the sales force. She herself met with key customers and spoke to them reassuringly of the exciting times that lay ahead. Yet as WING3.2 came online and Randal mandated his changes, Amy had a feeling that maybe she should have been less enthusiastic in her assurances to everybody.

There was a vague sense in the air of Hi-T losing altitude, of a loss of momentum, of a rudderless yaw. The decay in performance was gradual and hardly detectable at first. Amy first noticed it in the faces of her fellow managers, the frowns when the Winner policy changes were handed down, the faces filled with stress as the Tornado turned up the pressure. There were several good managers who, like B. Don, either retired or moved on during this time. Amy herself, for a brief period, had her résumé out, but the only position in the Highboro area that she found even slightly appealing would have entailed a precipitous drop in pay. So, like everyone else who stayed, she hung on.

As the end of Randal’s first year had approached, Elaine – Hi-T finance manager, also the Elaine of Bill and Elaine – began making noises about dwindling cash and dramatically increasing inventories at Oakton. The Tornado had told her that as WING continued to optimize all functions and to reduce costs, these issues would melt away. Anyway, Elaine often made noise about lots of things. It was her nature to fuss and complain and predict dire consequences if her warnings were ignored. Under B. Don, her drama-queen theatrics often were ignored or played down, and nothing very bad ever happened.

Then Amy noticed an increase in service-related complaints. When she spoke of these matters to Randal, he told her much the same thing he told Elaine, that these were “teething problems” that were somewhat inevitable with changes going on, and that as WING became more fully implemented, these would go away over time. When the teething problems then began to grow fangs, the Tornado threw it all right back at her, insisting that the service complaints were Amy’s to solve. At one point he accused her salespeople of promising unrealistic delivery dates, when in fact the lead times being quoted were exactly what Hi-T had been working within for quite some time.

There were quality problems as well. The Tornado first said they didn’t exist, then asserted that they must be the result of the aforementioned unrealistic delivery dates – again, Amy’s fault – which rushed suppliers and workers so much that they could not always get it right the first time. In any case, he told her, the most important objective was to boost productivity, and to bring down costs.

“Quality,” he actually told her, “is secondary.”

The Tornado had said that about a month before announcing that he was leaving Winner. He left, but WING stayed. So did the problems that WING was supposed to solve.

2

At the end of a trying day, having stayed late to talk to a major customer who yelled at her over the phone, Amy left work in a state of utter dejection. She got into her BMW and drove listlessly home.

Her house was in a quiet neighborhood of tree-lined streets and older wood and brick homes that had been sumptuous in their day, decades ago. Amy and her two kids had lived there for one of those decades. She had bought the place with Aaron just after Michelle was born, and although her current salary would have allowed her to buy something newer and larger, this house always felt like home to her – cozy, familiar, safe. Besides, after Aaron’s death, she and the kids needed a sense of stability and continuity, and the house gave them that.

Her parents’ huge Ford was parked out front as usual when Amy drove into the driveway. Harry and Zelda lived about a mile away, and every afternoon Zelda would drive them over to Amy’s to be there when Ben and Michelle got home from school. On most days, unless Amy was bringing home takeout, Zelda would start making dinner, and the five of them would eat dinner together, after which Amy would drive her parents home in their Ford – Zelda didn’t drive after dark – and then jog back to the house. It was a comfortable routine, one that Amy enjoyed on most days. Tonight, though, Amy was beat; she just wanted to be left alone. But it was not in the cards.

Ben and Michelle were in the living room fighting over the remote control to the television as Amy walked through the front door. Ben was thirteen and had just gone through a growth spurt. He had the remote and was holding it high over his head where it was impossible for ten-year-old Michelle to grab it away from him – though she was jumping up and down, trying any way to get it. Whether by strategy or by accident, she countered her brother’s height advantage by stomping on one of his bare feet, causing him to howl in pain and lower his arm to where Michelle could latch her little fingers around both ends of the prize.

“Hey!” said Amy. “Stop that!”

When their tug-of-war continued, Amy held out her hand, palm up.

“Give it to me,” she said. “If you can’t share it, it’s mine.”

“But Mom!” they both whined.

Amy shot the look that they knew meant business. Michelle immediately let go of the remote, and Ben sullenly handed it over.

“Is your homework done?”

“I don’t have any,” said Michelle with a bratty, sweet smile.

“Then go read a book. Ben? Is your homework done?”

“No.”

“Go to your room and get started on it.”

“But Grandma says dinner is almost ready!”

“You heard me.”

He slinked toward the stairs. On the sofa, her father, Harry, was napping, oblivious to the chaos. Amy set her briefcase down, and went to the kitchen. White-haired and rather frail, her mother stood at the sink methodically washing lettuce.

“There you are!” said Zelda. “You’re really late today.”

“Yes. It was a long day – and not a very good one.”

“You don’t seem to be too happy with your work lately.”

“I’m not.”

“Why? What’s wrong?”

“Oh … I don’t know.” Amy opened the refrigerator to find something to nibble. “I mean, that’s just it. I don’t know what’s wrong. But something is, and nobody seems to be fixing it.”

Her mom, who was eighty-four years old, shrugged her stooped, bony shoulders.

“Well, you’re a smart girl. I’m sure you’ll figure it all out at some point.”

Amy ignored the “girl” reference, knowing that it was impossible to change her mother’s mind that she was not, and began stuffing green grapes into her mouth as if she hadn’t eaten in days. Even as she did this, she recognized it as a bad sign; she always overate when she was stressed from work. After the first few dozen, she made herself shut the refrigerator door and pulled up a stool to sit at the counter next to Zelda.

“I really miss B. Don,” said Amy.

“Who?”

“Don, my old boss. We used to call him ‘B. Don.’ His first name was Bartholomew, which he hated, so he just shortened it and used his first initial. Anyway, I miss him. He would know what to do. The only trouble with B. Don was that he always kept everybody slotted.”

“Slotted? What do you mean?”

“Kept us in our silos.”

“What?”

“In our separate functions. He liked people to stick to what they knew best. There wasn’t a lot of crossover. That was just his style. He was a good manager, but if he had a shortcoming that was it. I never got to learn much about a lot of the other areas – the whole supply chain part of the business, and a lot of other things as well.”

“Have I ever met him?”

“Yes, Mom, you met him several times.”

Zelda clucked at herself. “My memory anymore … not what it used to be.”

“Please, Mom, let’s not go there. One parent with Alzheimer’s is bad enough.”

At that moment, her father shuffled into the kitchen with a bewildered look on his face.

“Where am I?” he asked.

“You are in Amy’s house,” Zelda patiently explained.

“Who?”

“Amy. Your daughter.”

“Hi, Dad!”

“Oh. Amy. Right, right, right. Well, what are we doing here?”

“We come here almost every day,” said Zelda, “to watch our grandchildren when they come home from school and to have dinner together.”

“Amy lives down south somewhere,” he muttered. “Somewhere in Carolina or someplace.”

“That’s right, Dad. And so do you and Mom. You moved here to the city of Highboro, North Carolina, just about eight years ago, after my husband passed away. But you’re just visiting at my house right now. You and Mom live in your own house not far from here.”

“I thought we lived in Cleveland.”

“We did once,” said Zelda. “But that was a long time ago.”

“Right, right, right,” said Harry, waving his hand, pretending all the shards of his mind had just fallen into place. And he shuffled off, back to the living room.

Amy just looked at her mom and sadly shook her head.

“It’s always the worst when he first wakes up,” said Zelda.

“I don’t know how you do it, Mom. How you put up with him.”

“Because I have to,” she said. “And because I still love him.”

In the morning, when her alarm clock began to chime, Amy struggled to wake up. The very thought of going to work made her groan. Only a few times in her career had that sort of dread come over her.

She finally got both of the kids out the door and off to school and was gathering her things to go to work, when it suddenly occurred to her that this was one of those rare days when she had absolutely no meetings scheduled all morning. The realization was so inspiring that she ran up the stairs into her bedroom, unplugged the phone, flung off her clothes, dived onto the mattress, pulled the covers over her head, and went back to sleep.

Two hours later she awoke refreshed, dressed and did her hair for the second time that day, went downstairs, poured a glass of orange juice, and switched on her cell phone – only to discover that Linda had called five times. Without even checking Linda’s voice mails, Amy called her office.

“Where are you?” asked Linda.

“At home. Playing hooky.”

“You’ve got to get moving right away.”

“Why? Did the building burst into flames because I’m late to work?”

“No, you got a call from the Winner headquarters in New York City.”

“Me? About what?”

“The executive assistant to a Mr. Peter Winn, who’s–”

“The founder, chairman and CEO of Winner,” Amy said, her green eyes popping.

“Right, he wants you in his office in Manhattan for a meeting at three o’clock this afternoon.”

“What for? Was there a reason given?”

“No, but his assistant said to tell you that it’s extremely urgent.”

“Oh, crap. Is anyone else from Hi-T going?”

“No, just you. Now, I could not get you on a commercial flight, but I’ve chartered a private plane to fly you to New York, and there will be a driver to take you into the city. But you’re still going to have to hurry. Do you have something to write with? Here’s where the plane is waiting for you …”

The airplane had propellers – two of them, Amy noted – but it possessed sleek, rather handsome lines. As did the pilot. He was slim, but built, she also noted. Not especially tall. His hair was buzz-cut short on the sides, but longer on top. He had an older, lined face, his cheeks a bit hollow, eyes covered by classic wraparound Ray-Ban sunglasses. He stood waiting next to the plane, which was bright red with gold detailing. He had the doors already opened for her.

“Hi, I’m Tom Dawson,” he said in introduction, taking her briefcase. “I’ll be your pilot today, as well as your copilot and flight attendant, no extra charge.”

“I’m really in a hurry,” said Amy. “Could we–”

“Absolutely, ma’am. We will be wheels up in just a few minutes.”

He settled her into a passenger seat behind the cockpit, shut the doors with a reassuring thunk, strapped in, did his preflight checks. The twin engines came to life, and the plane began to move. Dawson taxied onto the runway, and throttled up. Amy felt herself pressed back into her seat, and she shut her eyes for a moment. When she opened them again, they were airborne, angling skyward – all in less than five minutes, probably closer to four.

Once Dawson had trimmed the plane and set the autopilot, he turned to look at her, and gave her the thumbs up. Amy nodded and waved. Just leave me alone, she thought.

And he did. She leaned her head back and tried to fathom why she was being called to New York on such short notice. The conclusions she reached as to the possibilities were not happy ones.

After a while the pilot turned to check on her again and apparently was uncomfortable with what he saw.

“Excuse me, ma’am. Are you all right? You’re looking a little green around the edges.”

“I’m fine. I mean, I’ve been better, but …”

“There’s an airsickness bag–”

“No, nothing like that, Mr. Dawson. I’m okay. I’m just very nervous.”

“If it makes you feel any better, ma’am, I have flown a plane once or twice before. At least twice, maybe even three times.”

“Are you counting the crashes?”

He grinned. “The crashes? Well, ah … I’d rather not talk about those.”

“Seriously, have you ever crashed your plane?”

“Not this one. This one’s been lucky for me. It was the other one.” Then his face lost the grin and became serious. “No, it was quite a while back. Had a little problem on a mission and had to eject. It wasn’t a good day.”

“You’re ex-military?”

“United States Marine Corps, retired.”

“Is that why your airplane is painted red and gold?”

“Yes, scarlet and gold. You are very perceptive, ma’am.”

“Thank you. By the way, how fast are we going?”

“We are currently cruising at approximately one hundred ninety knots.”

“Can we go any faster?”

“Well, yes. A little. May I ask why the need for speed?”

“I’m being called on the carpet, if you know what I mean. The parent corporation of my company is, I think, displeased about something. And … well, there’s a possibility that I might be fired. So I don’t want to make them angrier than they already might be by being late.”

“What time is your meeting?”

“Three o’clock.”

He waved, as in nothing to worry about. “Our ETA into Teterboro, New Jersey, is roughly one p.m. Now I can’t predict traffic in Manhattan, but two hours … well, then again, let me see what I can do. Might be bumpier, but if they’ll let us fly higher, I think I might just find us a nice tailwind.”

Dawson turned his attention to the controls.

An hour and a half later, he turned to her again.

“Excuse me, ma’am, but thar she blows. You can see Manhattan now. Let me give you a little better view.”

He expertly crabbed the plane to turn it a bit sideways, then dipped the right wing so that Amy could look out her side window and see the skyline – a dense and intricate forest of steel, glass, and stone needling from a hazy gray smudge.

By 12:49 p.m., they were wheels down and taxiing across the tarmac toward the car that would take Amy into the city.

“Good luck in your meeting, ma’am,” said Dawson as he took her hand to help her step down. “Hope it goes well, but if it goes for worse, I do offer flying lessons at reasonable rates. You never know; I might even be able to work you in as a copilot.”

Amy smirked. She took her briefcase from his hand and walked to the car, which drove her away. Minutes later, creeping along in traffic, she wondered: had he actually been flirting with her? Yes, she decided, he had been, and for a split second she was annoyed. But for all her anxieties, somehow the whole thing made her feel … like laughing. Midway through the Lincoln Tunnel, she did. Much to the confusion of her Pakistani driver.

Winner, Inc. was headquartered in an elegant black building a few blocks from Rockefeller Center in midtown Manhattan. Amy Cieolara, wearing a navy blue skirt and jacket over a white silk blouse, stepped off the elevator onto the plush carpeting of the fifty-ninth floor at 2:53 p.m. She had spent most of those past two hours in traffic moving at maddening snail-paced speed, inching toward the city and through it. But she’d made it. The receptionist, who looked as though she had walked out of a page in Vogue magazine, took her name, made a call, and cordially invited Amy to have a seat.

At 3:22 p.m. a silver-haired woman briskly walked up to Amy, smiled rather mechanically, and informed her that Mr. Winn would now see her. The silver-haired woman then led the way through a dizzying succession of hallways, antechambers, and outer offices, ultimately to the double black-walnut doors that opened into the seemingly vast corner office of Peter Winn, chairman and chief executive officer.

She walked across the largest oriental carpet she had ever seen, her footsteps nearly silent on the luxurious pile with its jewel-tone patterns. On the far end of the carpet was a desk table of dark wood with legs intricately carved to suggest a grape vineyard. Behind it sat Mr. Winn – Amy recognizing his face from photos in the annual report. He had the aura of an aging movie star – thin and tall, ruggedly handsome, reddish blond hair, bushy eyebrows, a narrow and rather pointy nose, and intense hazel eyes that peered out from a classic chiseled brow. He had taken off his suit jacket and was in his shirtsleeves – a buttery cream-colored, hand-sewn shirt with a tie of red, black, and silver diagonal stripes.

In front of the desk, to either side, were two low-back chairs upholstered in oxblood leather. Both chairs were occupied. In one sat Nigel Furst, a European of English and German upbringing; his title was “group president” and the group over which he presided had three separate business units, one of which was Hi-T Composites. Nigel favored London suits, was lanky and athletic-looking with long legs and a narrow waist, had pale and almost colorless blond hair, and a thin, long face with large gray eyes that always looked dead serious even when he smiled or laughed.

Amy had met Nigel and had been in meetings with him during the tenure of the Tornado. But the man seated in the other chair in front of Peter Winn’s desk, she had never seen before. He was large boned, yet slim – his face somewhat hollow cheeked, and his head was shaved like that of a pro basketball player or a Tibetan monk. His eyes were large, dark, and had a shining intensity. His skin was pale white, causing his face at first glance to seem rather skullish, though his features on the whole were quite handsome.

The stranger rose partially from his chair to greet her, smiling to welcome her, but when neither of the others made any attempt to rise, he sat back down. Indeed, neither of the other two acknowledged in any way her entry into the room. They simply continued their conversation as if she were not there. They were talking about golf, about the challenges of a particular course somewhere in Bavaria, Germany. They went on and on, Peter doing most of the talking with Nigel adding insightful comments, and the third man chiming in when he could, just so as not to be left out.

As there was no chair for her within casual reach, Amy just stood there awkwardly and silently, trying to size up what was going on. One minute, then another passed.

They are giving you a stress test, she finally told herself. Do not show your anger. Do not show impatience or any particular emotion. At some point, hopefully before dinnertime, they themselves will run out of patience and speak to you.

An instant later:

“Do you golf?” Peter asked.

Amy realized the question was directed at her.

“Yes, as often as I can.”

“Do you use the women’s tees? Or the men’s?”

“The women’s,” she said, straightening herself. “But with course ratings and a properly calculated handicap–”

“What is your handicap?” he asked, cutting her off.

“What would you like it to be?” she asked, not batting an eye.

The third man chuckled. Peter and Nigel seemed less amused.

Pulling back the cuff on his shirtsleeve, Peter checked his watch and said, “Well, better late than never. At least you got here.”

“Sir, I was told the meeting was three p.m. Eastern time; I was on here on the floor before two fifty-three,” said Amy.

Nigel grinned like a shark. “There you have it, Peter; I told you she could stand up for herself.”

The three men forced a brief laugh. Peter then stood, as did the others. And they were giants, all of them: Peter a good six foot five, Nigel six foot six, and the third man only a hair shorter. Amy stood five foot six in heels.

“Let’s go over here,” Peter said, gesturing to an elegant sofa and chairs with ample seating capacity for all.

On the way over, the third man leaned down and quietly introduced himself. “Miz See-o-lawra, my name is Wayne Reese. Pleased to meet you.”

“Very pleased to meet you as well, Wayne,” she said, shaking his enormous hand. “By the way, my name is pronounced ‘Kee-o-lara.’ The C is hard like a K.”

“Oh, sorry about that.”

“Not a problem, and please feel free to call me Amy. Do I detect a slight New England accent in your voice?”

“Born in Boston,” he said, deliberately letting his native tongue say it as, Bawn in Bawstin. Then he added, “But I’ve moved around a lot since then. Most people don’t notice that once in a while my awhs just don’t come out the way othah people’s do.”

As Wayne smiled a bit sheepishly, they sat down and faced Nigel and Peter.

“So, now that we have the geolinguistics out of the way,” said Peter, “why don’t you tell me a little bit about yourself, Amy?”

“Well, I’m not sure what you know or don’t know, but I was born in Shaker Heights, Ohio, near Cleveland. I’ve spent most of my career in sales and marketing, first with a steel company – for a while my sales region was New England, which is how I noticed Wayne’s very slight accent. And then my husband changed jobs, we moved to North Carolina, and I joined Hi-T Composites as a sales rep, and … well, here I am today as Hi-T’s vice president of marketing and sales.”

“So you’re married?” asked Peter.

“I’m widowed. My husband died a few years ago.”

“Kids?”

“Two. Boy and a girl. May I please ask why you sent for me?”

“We’ll get to that soon enough,” said Peter. “Since we’ve never met, I’d just like to get a sense of who you are.”

“Sure, Mr. Winn. Ask whatever you’d like,” she said.

“Any plans to remarry?”

She hesitated; the question seemed too personal, but she answered it anyway.

“No. None.”

“Have you had any operations experience, Amy?” Peter asked. “Any experience managing production?”

“Not really. Briefly, I worked in production planning at the steel company.” She chuckled. “And I’ve taken plenty of customers through our Oakton plant on tours – prior to playing golf – but that’s about the extent of it.”

“Tell me, are you familiar with Lean manufacturing?” asked Nigel.

“Yes – I mean, I’ve heard of it,” said Amy. “I think it has to do with eliminating waste, doesn’t it?”

“Yes, but more exactly, it’s about creating value for customers by means of eliminating waste,” said Nigel.

“In fact, Amy,” said Wayne, “anything that does not create value in the customer’s eyes is considered to be waste in the Lean view of things. It’s a long-term, evolving process of continuous improvement. Eliminate the waste, focus on increasing value, do it all faster, and keep striving to please your customers – that’s the essence of Lean.”

“I see,” said Amy, looking at Wayne and wondering what his role here was.

“How about Six Sigma?” Peter asked her. “Are you familiar with that?”

“Again, yes, I’ve heard of it. Six Sigma was, I think, originally developed by Motorola, wasn’t it? It’s a quality … thing.”

“Six Sigma is one of the best quality management and improvement programs that’s ever been developed,” Wayne chipped in. “In a nutshell, it’s about reduction in variation – and through that reduction, the elimination of errors and defects.”

Amy nodded slowly and solemnly.

“You see, the Greek letter sigma,” Wayne continued, “is used in mathematical notation to represent a standard deviation within a statistical population – in simple terms, a spread of values, or numbers. By applying Six Sigma techniques, the spread becomes tighter and tighter, meaning that the process is coming under closer control, and the results of the process more predictable. When a process reaches the sixth sigma, it is thought to be just about as close to perfection as it possibly can be.”

Nigel cleared his throat.

“Sorry,” said Wayne. “Didn’t mean to lecture.”

“That’s fine,” said Amy. “I always wondered where the name came from.”

“In any case,” said Nigel, “Winner has made a major corporate commitment to both of these programs … these methodologies, if you will. And in recent years Lean and Six Sigma have been conceptually and synergistically combined to create what is known as Lean Six Sigma or LSS. Over the years, we have invested millions of dollars–”

Peter Winn grunted and muttered, “You bet we have.”

“–in the training and education of our employees, process and equipment changes, and so on. And we fully intend to bring Hi-T up to speed on both these initiatives, but so far we’ve held off due to the need to stabilize the personnel issues and, shall we say, digest the acquisition.”

“I see. Well, if there is anything I can do to help–”

“Are you aware of the delivery and quality problems that have been happening of late?” asked Nigel.

“Yes, I am. I’ve been getting calls and emails from our salespeople, and I’ve been on the phone myself talking to customers.”

“What have you been telling them?”

“Mostly I’ve been apologizing … and doing what I can within my limited power to expedite whatever the people yelling the loudest say they need the most. And, I have to say, it’s frustrating, because I’m not getting a lot of cooperation in many cases. I was on the phone a few days ago talking to Murphy Maguire–”

“Who?” asked Peter.

“He’s their production manager,” said Nigel. “Randal Tourandos was telling me he’s a … well, a very colorful chap.”

“Yes, he is that,” said Amy. “Murphy has managed our Oakton plant for many years. Anyway, a few weeks ago, I was trying to run interference for one of our best customers, and I got no cooperation from him. He told me, no, he would not expedite, I guess because it would screw up his schedule. I mean, he was polite, but he just flat out told me, no. He said, and I quote, ‘Y’all got too dang many cooks a-messin’ with the soup.’”

Peter blinked his eyes several times in confusion.

“He talks like that,” said Amy. “Especially when he’s excited.”

“But what did he mean?” asked Nigel.

“I have no idea. He seems to know what he’s doing, but how and why he does things is anybody’s guess. What I do know is that last night I had one of our most important customers on the phone yelling at me, threatening to pull a contract because our delay is causing some serious issues–”

“This customer you spoke to last night,” Peter interrupted, “didn’t happen to be an admiral in the United States Navy, did he?”

Amy felt a chill wash over her.

“Yes. Admiral Jones, as a matter of fact.”

“Admiral Jones was put through to me late last evening at my home,” said Peter.

“I am deeply sorry, Mr. Winn. I truly did the best I could,” said Amy. “Sir, I spoke with the Admiral for over an hour–”

Peter raised his hand for her to say no more.

“And apparently you said the right things,” said Peter. “Because the Admiral told me that in the end he regretted raising his voice to you, as he put it, and he praised you highly for both your can-do spirit and your common sense.”

Amy breathed in relief.

“But that does not get you or us off the hook, Amy. There is a certain series of parts called, I believe, the V-Range Series?”

“Yes, sir, and I am told that some of these parts are very time-consuming to manufacture.”

“Whatever the difficulty factor, Admiral Jones told me that their short supply was affecting the combat readiness of certain Navy and Marine aircraft. This is, to the military, a very serious matter.”

“Yes, and with all due respect, it would seem that the matter should be taken seriously by all of us. We never know what may happen tomorrow. What state of the world we may wake up to.”

Peter Winn scrutinized Amy’s face. She was not posturing; she was sincere.

“In any case, the Admiral was extremely serious. He said that if the situation was not rectified quickly – and I could not pin him down on what exactly he meant by ‘quickly’ – that not only could the contract be rescinded, but there could be a congressional investigation.”

Amy tried to swallow, and found her mouth was so dry, she coughed nervously instead.

“Now, I think – at least I hope – that the Admiral was bluffing with respect to the congressional investigation,” said Peter. “But he did get my attention, I have to admit. This thing has to be turned around.”

“Mr. Winn, as I think I said earlier, anything that I can do from a sales or marketing perspective–”

“Let us cut to the chase, Amy,” said Nigel, as if taking a cue. “As you know, Randal Tourandos has departed for what he perceives to be greener pastures. Frankly, we are quite upset that he has decided to go. He made a great start and seemed to have matters well in hand. But he left us in a bit of a lurch, especially given the rather surprising mess he seems to have left behind. Not at all what we would have expected from Randal. In any event, we have a talent search for a replacement in progress. But that could take some time, and clearly we need someone to step in now and get things under control.”

“Come on, Nigel, we want someone to do more than just put the current fires out,” said Peter, saying it with a sense of sparks flying from his jaws. “We want to get from Hi-T the results that would justify our paying the premium for them!”

“Yes, exactly!” said Nigel. “But for now … Amy, I have spoken personally to a number people, including a number of customers – indeed, I too have fielded a few calls from the influential among Hi-T’s customer base – and the one common thread is that your name keeps coming up in a positive way. People, especially customers … they respect you, they like you, they seem to trust you. Admiral Jones himself said that he would feel very comfortable with you in charge. So, Peter and I, brilliant as we so often are–”

“Actually, it was my idea,” said Peter, “unless she screws up.”

Nigel made an attempt to wink.

“Amy, we would like to offer you,” said Peter, “the position of interim president.”

“Really? President? Of Hi-T?”

“Yes,” said Nigel.

Within Amy, time and space seemed to expand, and bounds became boundless.

“President …” she murmured. “Of everything …”

“Well, no, just of Hi-T,” said Nigel. “We shall hold off for now on ‘president of everything’ for perhaps another day, another time. You would be interim president of Hi-T, although if you did well, it could become permanent. Now … Amy, are you listening?”

“Yes, I certainly am.”

“You would keep your current salary, of course. But there would be, in addition, significant performance bonuses that could possibly double your total compensation.”

Amy frowned.

“Is there a problem?” asked Nigel.

“Well, I’m not complaining about my current salary,” said Amy, “but I just think that if you’re going to make me president, even on an interim basis, that’s a lot more responsibility, and usually an increase in responsibility is accompanied by an increase in salary.”

Peter and Nigel exchanged glances.

“Amy, if you want the position, we’ll make it work as far as the money,” said Peter. “But we need someone now. Do you want the position?”

“Yes,” said Amy. “Yes, I do want it. Provided I have your word that you won’t bring in someone else in a few months. I’d like enough time to show what I can do.”

“All right. Good. And while I am not going to commit to any specific time period, I think that it’s not unreasonable to allow a year or so. Do you agree, Nigel?”

“Yes, but there’s one more thing,” said Nigel. “We feel you’re going to need someone very strong on the operations end – because of your limited experience in that realm.”

“Oh, I agree,” said Amy.

“So that is why we have here today – drum roll, please – the man on your right, who will be your right-hand man, Wayne Reese. We would like him to become Hi-T’s operations manager. Wayne is an expert in Lean Six Sigma – a Master Black Belt, if I’m not mistaken. He does have manufacturing experience, and most recently has administered our corporate-wide LSS initiative. He has volunteered to jump into the trenches and even to get his fingernails dirty, if necessary! So, Peter and I are confident that the two of you will make an excellent combination, with you, Amy, knowing Hi-T’s markets and customers, and Wayne using Lean and Six Sigma techniques to improve the operational end of things.”

“That’s absolutely great. Thank you,” Amy said. “Wayne, I look forward to working with you.”

Wayne nodded in a humble way, and said, “Same here.”

“Now, I emphasize, Amy, that Lean Six Sigma is to be taken very seriously,” said Nigel. “Admiral Jones is a keen proponent of LSS, and Peter and I made assurances to him that we – or, rather, you – would make every possible effort to accelerate the implementation of the LSS culture at Hi-T. Only with those assurances were we able to pacify the good Admiral. Therefore, Amy … you must move quickly and you must not fail. You must implement Lean Six Sigma without delay. We don’t want any more evening phone calls from the Navy – ever!”

Amy nodded soberly and said, “Right. I understand. Believe me, I will do everything in my power to keep the Navy happy.”

Peter Winn then stood and addressed Amy Cieolara as he extended his hand.

“Then do you accept the position, Amy?”

“Yes, Mr. Winn, I accept the position. Thank you again.”

And thus the glass ceiling of Winner, Inc., though it did not shatter, cracked.

3

In high school and later as a University of North Carolina Tar Heel, C. “Murphy” Maguire had played football on the defensive squad, usually as a strong safety, blocking and tackling opponents who were often more gifted with athletic qualities than he was, and doing it through sheer tenacity, quickness, and grit. Wherever the other team ran the ball, wherever they threw, there was Maguire – ready to take it to them or take it away from them.

But the taut physique of his youth had expanded and slackened over the decades to a stocky roundness. The handsome good looks that had drawn the attentions of the cheerleaders – one of whom he had eventually married – were now lost in a rather meaty face with the trace of a double chin. In short, his appearance these days was unremarkable. Yet, still, when Murphy entered a place, he filled it. People always knew he was in the room. When Murphy entered the Oakton plant at 7:30 on a Monday morning, a wordless buzz passed down the aisles and just about every Hi-T employee could sense he was on the floor.

His first stop was the Cooler – the gigantic freezer where they kept the resins and certain other raw materials to make the composites. These were stored at 0°F to keep them chemically stable. Indeed, once a resin came out of the deep freeze and began to warm, the clock began to run. It would begin its “out-life.” For at a normal room temperature, the chemistry within the resin would start to change, and the plant had a limited number of days to make products with it. The window of opportunity was typically about three weeks, sometimes less and sometimes more, depending on the resin. But beyond that time frame, the resin became unworkable. It was junk.

Just as Murphy approached, the access door to the Cooler opened. From a swirling cloud of vapors came Jerome Pepps, materials manager. He was dressed as if he had just visited the North Pole – in a hooded parka and wearing heavy mittens.

“Well, well, you must be a man who’s looking for trouble,” he said to Murphy.

“Having found you, Jayro, I know I’m within farting distance of it.”

“I am going to tell you ‘good morning’ right now,” said Jayro, “because that’s the last ‘good’ you’re likely to hear all day. Would you like some coffee, sir?”

“I’m trying to cut back,” said Murphy, “but somehow I think I had better.”

Jerome – Jayro, as Murph and many others called him – stripped off his mittens, unzipped his parka, and poured coffee from a fresh pot into two mugs, then handed one to his boss.

“How bad?” asked Murphy.

“Well, first of all, there’s the Navy job–”

“Don’t start with the Navy job! Haven’t even had my first sip yet!”

“All right. I’ll start with the folks in Autoclave.”

“What about ’em?”

“They’re all fussed up again. Don’t know what to do. The computer’s telling them things that don’t make sense.”

“That’s that goofball WING-ding software a-gummin’ up everthang again,” said Murphy. “You look up gridlock in the dictionary and you’ll find a picture of a WING3.2 terminal. All right, I’ll handle it.”

“Then we got four – four – runs on the schedule that require a twenty-three-hour soak. And they’re all due to ship on Friday.”

“Ah, shoot! That’s bad. That’s really bad. Jayro, we absolutely have to spread those out. What lamebrain scheduled four of those in one week?”

Jayro put on a happy face and said, “Don’t look at me, Murph! I don’t make the schedule; I just read the schedule.”

“We’ve got to get one of those shifted to a Monday ship date, and the rest moved to later in the month. Wait a minute. How big are the orders? Maybe we can get them all out on Monday – but it has to be Monday, not Friday.”

“I’ll print the specs for you,” said Jayro.

“Fine. Now, that’s it, right? Except for the Navy job? Can I sip my coffee in peace?”

“Um, I’m afraid not. We need WEX-457 big time. I just checked inside the Cooler, and we are way below minimum.”

“What happened? Didn’t you reorder when you were supposed to?”

“Yes, Murph, I did reorder when we hit the minimum, but the replenishment has not come in. Now we are down to the dregs. And I also know from phone calls last week that Mom and Dad are on vacation. They have told us to be good chill’uns and be quiet while the house is on fire.”

By “Mom and Dad,” he was referring to Hi-T’s parent, to Winner, Inc. Since the acquisition, it was the Winner Chemicals Company that supplied WEX, and by policy mandate, Hi-T was forbidden to procure any resin produced by WinChem from any other supplier. In fact, Hi-T was now sometimes required to buy Winner Chemicals products when Hi-T did not need them. Sometimes at the end of the month, the trucks would just show up.

“How’s our WEX-100? I bet we got a lifetime supply,” said Murphy.

“Pretty close. And the max recommended cold storage is thirty-six months.”

Murphy chuckled with disdain and said, “So we don’t have what we do need, and we’ve got a multiyear inventory of what we don’t. Dandy. Anything else?”

“Oh, I could go on and on,” said Jayro, “but the big thing–”

“Is the Navy job. Just tell me.”

“Hairline cracks.”

Murphy wavered as if he had just been tagged by a left hook.

“All of it?” Murphy asked.

“Some of it,” said Jayro. “Maybe less than four percent. But now we have to check every last one. Can’t ship. Unless you want to … you know.”

“No. Absolutely not. C’mon, Jayro! You know me better than that! I would never do that, especially not to the Navy.”

“Well, that order is already a month late. There are rumors that phone calls have been made to and from high places. Admirals calling big muckety-mucks. And when big muckety-mucks get called–”

“Yes, Jayro, I am aware of all that. But I am not going to ship bad product. Shoot, if only they would offer me early retirement with full benefits. At least that would solve my problem. You know, it doesn’t have to be a gold parachute; it could be a bronze parachute.”

“It might be a lead parachute if you can’t solve this,” said Jayro.

“What we need – and what we can’t get – is to have one of them Geniuses in Rockville come down here and help us figure this one out.”

Murphy was referring of course to Hi-T’s Formulation & Design unit, based in Rockville, Maryland, outside Washington, D.C. And “Geniuses” was an apt, yet derisive term for the chemists and other scientists who worked there, many of whom were, if not geniuses, extremely smart and well-educated. F&D, as it was often called, was a separate profit center for Hi-T – indeed, a separate business – working in the intellectual realm and performing very sophisticated materials research and engineering.

“I mean, this cracking problem has got me,” Murphy went on. “Is it something in the specs they’re giving us? Is it something we’re doing? I don’t know. But we’re having to run those V-series jobs four and five times to get enough perfect ones to ship.”

“Well, the Geniuses don’t want to get their fingernails dirty. You know that.”

Murphy nodded with grimness. He suddenly set down his coffee mug, turned away from Jayro, and began walking off.

“Yo, Murph!” called Jayro. “Lunch?”

“Eleven thirty. Usual place,” said Murph. “And you better o’ brought the good stuff!”

Jayro grinned, one side of his lips rising higher than the other, and the appearance of his teeth was not unlike a quarter moon shining bright in a midnight sky.

The Oakton Plant was generally laid out as a big U. Materials came in via one leg of the U – with resins going into the Cooler, and “dry” materials going into bins and onto shelves in various storerooms, where they waited until they were needed. When a work order was authorized, the materials were released – that is, taken by forklift or hand cart or, if in bulk liquid form, often by pipe and hose – to where they would begin the journey to being finished products. If all went well, and they didn’t end up in the Dumpster outside as scrap, they would complete the journey in Shipping, which was at the far end of the other leg of the U.

Dead center between the uprights of the U was the mold-and-tool shop – known to everyone as the M/T Shop – which was a factory within a factory, with computer-controlled machines creating the molds and tooling that would shape or form whatever had to be made. From there were a number of stages and processes grouped in areas such as the M57 Line, Laminating, Autoclave, Coatings, Finishing, Packaging, each of these transforming the original materials into something of greater value that a customer would pay for. To the average person, practically none of the finished products coming out of Oakton would be identifiable as to what they were or even what function they might serve. Oakton’s products almost always became parts used in some other product: an airplane, an automobile, an offshore oil rig, a pipeline, a ship, or any of dozens of types of industrial equipment from pumps to electrical generators. The range was vast, and the applications often were specialized – although about half the total volume coming from Oakton consisted of “stock” or “off the shelf” products, in a multitude of varieties.

One of the most important processes was curing, in which the resins would harden and become chemically stable. And for this to happen in a controlled manner required the plant’s autoclave. The Autoclave area sat at the bottom of the U, and it mainly consisted of a single piece of equipment – the autoclave itself. This was not the sort of “desktop” autoclave found in a college chemistry lab. This autoclave had been custom engineered for the Oakton plant. It was a huge orange-painted cylinder with a big round door on one end that looked somewhat like the door to a bank vault. On the far end was a smaller access door, and it looked like it had come from a submarine, with a round wheel in the center that would activate a number of latches. In the middle was a long cylinder – fifty-two feet in length, and twenty-two feet in diameter. Inside, the chamber could be compartmentalized to precisely handle a variety of small batches, or the compartments could be opened up to accommodate some very large composites. It could operate at a wide range of temperatures and pressures, and a complex array of tubing could introduce specialized atmospheres, such as pure nitrogen or an exotic mix of gases. Six full-time, well-paid technicians, two per shift, were permanently assigned to it, in addition to a supervisor and sometimes as many as six to eight other workers who helped set up, load, and unload this monster, which indeed they had named Godzilla.

As Murphy reached the Autoclave area, he immediately spotted Richy, the day-turn supervisor, who was seated at a computer console near Godzilla. He had a telephone cradled on his shoulder as he tapped the keyboard and worked the mouse with his hands. In a semicircle behind him stood half a dozen Autoclave workers, all of whom seemed to be waiting for Richy to get off the phone. Their expressions ranged from bewildered to bored.

“Uh-huh. Yes, sir, we’ll keep looking,” Richy said into the phone – then saw Murphy approaching. “Oh, hold on one second.”

“What’s the matter?” asked Murphy.

Richy put his hand tight over the mouthpiece and said, “It’s a guy in sales out on the West Coast. There’s some order that was supposed to ship last week, and now it’s late, and the customer’s all over them. He’s trying to track it down.”

Murphy wiggled his fingers to have Richy give him the phone.

“This is Murph Maguire here; who’s this, please? Oh! Hey, Garth! How come you’re callin’ so early? It must be the middle of the night out there in California. Uh-huh. Uh-huh. I hear ya. No, sir, shouldn’t happen, but sometimes it does. Right. You gave the order number and whatnot to Richy? All right, sir, I’m on it. Someone will get back to you in about an hour with whatever we know. You take care, buddy.”

He hung up, looked at Richy, and asked, “So where’s his order number?”

“Right here,” said Richy, handing over a slip of paper. “But I can’t find what he needs. I don’t even see it listed on the schedule. And why he called me, I have no clue.”

“He’s called us enough to know that work-in-process backs up in Autoclave, that’s why,” said Murphy, dialing Jayro Pepps’s extension.

“Hey, Jayro, it’s Murph. I need you to look into something right away. Garth Quincy, that sales manager out on the West Coast, you know him? Well, he’s got red ants in the pants because of some order that’s missing in action. Richy here says it’s not even listed. I’ll give you the tracking numbers. Find out what you can, then give Mr. Quincy a call with whatever you know within the hour, and let me know the status. You got a ink-pen to write with? All right, here you go …”

When he got off the phone, Murphy turned to the assembled workforce. “Don’t y’all have setups to do? You know my rule. I do not want Godzilla down for even a minute more than necessary.”

“Mr. Maguire,” said one of them, “that’s the problem. We don’t know what we’re supposed to set up next.”

“Okay, just give us a minute,” said Murphy, “and all will be made clear.”

As the Autoclave workers dispersed, Murphy grabbed a swivel chair from nearby, rolled it into place next to Richy, and sat down. Using the mouse, Richy was scrolling through the open work orders.

“Hell of a Monday,” Murphy muttered. “Now, what’s the confusion here?”

“According to WING, we’re supposed to be doing this series,” said Richy, pointing to a range of orders on the computer screen, “but I know that doesn’t make any sense. Our next soak, we’d be running Godzilla half empty. And then these later soaks, the quantities are too big. They’re not all going to fit, and they won’t reach Shipping in time to go on the truck.”

“You’re right,” said Murphy. “I’m very glad you spotted that. All right, forget what this stupid WING software says we ought to be doing. We’ll do a manual work-order entry, and you’ll have to update the records. Now, how much time do we have?”

Richy glanced at the clock and said, “The current soak will end in thirty-six minutes.”

“All right,” said Murphy, “no time to waste. Let’s have a look-see …”

He took the mouse from under Richy’s hand and began to click and scroll and scrutinize what appeared on the screen. He did most of the math in his head, but from time to time reached for his pocket calculator to double-check it.

“Okay,” Murph said finally, pointing to the screen. “Soon as you got the ’Zilla purged, you load in these four, then this one … and these two. Gang ’em all together. Got that? Then next soak, we’ll do these five.”

Richy was quickly scribbling the numbers and letters.

“Are you sure, Murph? Those five, they’re all different specs,” said Richy.

“Of course they’re different! The specs were written by the Geniuses! They sit in their pretty glass tower up there on the Beltway and whatever number happens to pop up on their computer screens, that’s what they specify! They don’t even talk to themselves half the time, never mind the likes of us! Anyway, these four are similar enough that we can gang ’em. I know what we can get away with. It’ll work.”

“All right, you’re the boss,” said Richy, and he turned and fired off instructions to the setup workers. “Git on it! Y’all got thirty-one minutes to do these setups! Move!”

Murphy and Richy went over the rest of the day’s schedule for Godzilla. Then, satisfied that Richy understood the priorities, he patted his supervisor on the shoulder and began to stroll at a pace neither fast nor slow back along the main aisle. At every work center there was a WING terminal, and on the screens of many of them flashed a big red triangle with a question mark in the middle. Murphy ignored all flashing triangles and simply looked at what the people and their equipment were actually doing. A firm believer in MBWA – Management By Walking Around – Murphy knew almost every worker on sight, but there was one worker, a machine operator, whom he did not recognize. Murphy walked over to him and read the name on the operator’s badge.

“Bobby? Hi. I’m Mr. Maguire, the production manager.”

“Pleased to meet you, sir.”

“You’re one of the new hires, aren’t you?”

“Started last week.”

“Uh-huh. What are you working on?”

Bobby pointed to a line on the screen of the WING terminal, and said, “This lot right here.”

“And why is that?”

“Because, well, that’s what the computer told me to do.”

“Shut that machine down,” said Murphy.

“Excuse me?”

“I said, shut it down!

Bobby pressed a red button on the control panel and the machine stopped. Almost immediately, a red triangle with a question mark popped onto the screen of the WING terminal.

“Put in a five-twenty code,” Murphy told the young operator.

“That’s the code for preventive maintenance,” said Bobby, doing as he was told. “You want me to do preventive maintenance on this machine? In the middle of a run?”

“No, I do not. But we have to tell the WING server something, or it sets off alarms. Now, what I really want to know is, where did you get this material?”

“From the storeroom,” said Bobby.

“You just went and got it?”

“Well, yeah. The computer said I should. Did I do something wrong?”

“Now, now, relax,” Murphy said reassuringly. “You’re new. You’ll learn. But from now on, you work only on the materials delivered to your station. You hear? You do not go get them yourself, unless your area manager specifically tells you to do so.”

“But I came in, and I didn’t have anything to work on. What was I supposed to do?”

“If you have no material, Bobby, you cannot produce. And that is exactly what you are supposed to be doing: not producing. It’s kind of an unwritten rule around here. I’m sorry nobody seems to have explained that to you.”

“But the computer–”

“If the computer – the WING terminal – gives you a work instruction, and you do not already have material, ignore it. Because the software is based on faulty assumptions. Much of the time, the instruction will be giving you ‘make work’ just to have you be productive.”

“Mr. Maguire, I don’t mean any disrespect, but isn’t that what I’m supposed to be? Productive?”

Murphy struggled for a moment, trying to think of how to explain this to the young man.

“Bobby, in simplest terms, when you have material in front of you to work on, then yes. We want you to be productive – as in producing. And we want you to focus and do your part as fast as you can, but in accordance with all safety and quality requirements. Okay?

“Now, when you do not have material, then we want you to be useful. You see? They are two different states. Productive is obvious – you are running your equipment and processing material. Useful is a little harder to grasp. Useful means being ready to produce once the material does arrive. It means maintaining your equipment so it does not break and runs at peak efficiency when you are producing. It means checking your tolerances and calibrating your sensors so that your output quality is perfect. It means keeping everything neat and tidy – or even just sweeping the floor. You get my drift?”

“I think so,” said Bobby. “But I’m still not sure why you want me to ignore the computer.”

“Because, Bobby, if you did everything that WING told you to do, you would scarcely be able to walk through the aisles, there would be so much work-in-process inventory piled everywhere. Which was pretty much the way it was just six months ago, when we were required … well, never mind all that. Just follow my rules: material comes to you, then you produce. When you run out of material, you wait and do everything to be useful.”

Just then the plant loudspeaker sounded, with Richy’s voice saying, “Attention, attention! Godzilla is about to vent. Please synchronize. Please synchronize.”

“Bobby, you hear that?”

“Sure, I hear it, every so often. Sometimes once an hour, or every couple of hours, sometimes not for a long time.”

“That’s coming from Autoclave,” Murphy explained. “Every process, everything we do in this plant is timed so that materials will arrive next to that big orange thing down there. That’s the autoclave, what we call Godzilla – just because it’s big and ugly. We always want plenty of material sitting there, ready to go into Godzilla whenever it finishes a batch, or what we call a ‘soak.’ We do not want large quantities of material sitting here or anywhere else, except for two places: the setup area next to Godzilla, and the shipping dock, packaged and ready to go on the truck.”

Bobby was nodding.

“Now, you heard the loudspeaker say, synchronize. That means more raw materials are to be what we call ‘gated’ into production. They will be coming onto the floor, and it means you should have material to work on very shortly. So you should get ready. When it arrives, you scan the bar code, and you do the setup that the computer tells you. That’s when you do do what the computer says. Got that?”

“Yeah, I think I do,” said Bobby. “Can’t say I fully understand the reasons, but it’s simple enough.”

“I see material headed your way now,” said Murphy. “So you get ready now. And next time you have a chance, take this other stuff back to where you got it. Hope you have a good career here at Oakton.”

“Thank you, sir. I appreciate that,” said Bobby.

And Murphy walked on, as behind him Bobby shook his head in puzzlement.

A little before ten o’clock, Murphy commandeered a college kid working an internship, gave the kid his car keys, and sent him to the parking lot. The kid returned with a Styrofoam ice chest and followed Murph to a particular compressor motor whose inefficiencies were known to generate a reliable and continuous 173°F to 186°F ambient temperature. Murph then relieved the kid of the burden, sent him on his way, and removed from the ice chest a black, covered, cast-iron kettle, which he then set next to the motor cover. He left with no explanation to anyone in the area, as everyone knew that the kettle was not to be touched.

When Murphy returned an hour and a half later to retrieve the kettle, it had been joined by something wrapped in multiple layers of aluminum foil. Murphy took the kettle to a windowless, out-of-the-way, unused toolroom that contained only some shelves with seldom-used tooling, a few file cabinets, and a steel table with two chairs. A few minutes later, in came Jayro carrying a cardboard box containing the aforementioned foil-wrapped object, as well as paper plates, cheap napkins, and various fixings.

“What you got for me, Jayro?”

“Got for you? What you got for me? That’s what’s important.”

“Oh, I might have a little something – if you got anything good to trade.”

“I always got good. Since when have I ever brought anything bad?”

“Well, there was that gumbo awhile back. Just about took the top of my head off.”

“Nuthin’ wrong with heat. It’s good to sweat.”

“Couldn’t taste a thang for three days!”

Every Monday for the past seventeen years Murphy and Jayro had been having lunch in this toolroom, just the two of them. Several times over the years they had attempted to include a few others, but it had never worked out. The two of them could talk about anything – and did. With other people in the room, the chemistry was different. Certain subjects had to be avoided. So they tactfully went back to having their Monday lunches be a private matter.

“Got the good stuff today, Murph.” Teasingly slowly, Jayro pulled back the foil to reveal a beautiful, dark, brownish red slab of ribs. “Got spares.”

“Mmm-mmm,” Murphy murmured, leaning close to inhale the scent.

“They got my special, secret rub. Smoked over apple wood five hours last night while my son and I watched the game. What’s yours?”

Murphy lifted the lid of the kettle and another smoky, spicy aroma wafted into the room.

“Barbeque, Jayro. Picnic ham from my neighbor’s hogs. Nine hours in the Lang with seasoned hickory from my own woods. Plus my wife’s coleslaw, and a jug of sweet tea. Now, grab yourself a bun, tear me off some of them ribs, and let’s have at it.”

The two men ate in silence for a few minutes, both savoring the delectable feast.

“Hate to ruin a good meal and all,” said Jayro, speaking at last. “But I spoke to that Garth Quincy in California.”

“You track down what he needed?”

“Yes, and guess what? It just came on the schedule this morning. It’s already a week late, and it just came on the schedule. The Geniuses in Rockville didn’t give it the design review clearance until last Thursday.”

“How long did they have it in their hands?”

“Over two months. I guess nobody got around to dealing with it. Slipped through the cracks or whatever. Now we’re caught holding the hot potato. Now we are the ones who look bad, like it’s our fault.”

“Jayro, I have tried for years to solve this problem. And I have gotten nowhere. Those Geniuses at F&D, they are in their own world, and they do not care about ours. So I have given up. I run Oakton, and that’s it. I do the best I can. There is nothing more I can do. The design review clearances come in dribbles and drips, in big bunches and little bunches, and then we scramble and produce whatever has to be made. But there is nothing we can do until we get the clearance from F&D.”

“Well, brace yourself, Murph, because it gets worse,” said Jayro.

Murphy tossed aside a perfectly clean rib bone and shook his head.

“All right, I’m braced,” said Murphy. “Hit me.”

“The order Quincy was calling about, it’s got a spec that calls for one of those twenty-three-hour soaks in Godzilla.”

“Oh, gosh dang it,” said Murphy, along with a few other less printable expletives. “Jayro, did you make any promises?”

“You can bet my bottom I did not,” said Jayro. “I told Quincy that it had just come onto the schedule and I would talk to you about it. I can tell you, he was not pleased.”

Murphy shut his eyes briefly, then reached for another rib. He gnawed on that for a while.

Then he said, “I’ll call him. He’ll hate me, but I’ll call him. We can’t even think about shipping until late Monday, not with a long soak like that. We have to do that long-soak stuff on the weekend. If I move his order to the front of the queue, it’s going to make fifty or a hundred other orders late. And that’s all those other customers mad at us, instead of just one mad at us – who’s already mad at us.”

“Makes perfect sense,” said Jayro. “Great pork butt, by the way.”

Murphy nodded, appreciating the compliment, yet it did not lift his spirits.

“Hey, just to change the subject,” Jayro said, “what do you think of this new lady, this Amy, comin’ in as president?”

“As ‘interim’ president,” said Murphy, “which suggests to me they don’t want her to stay. But as for Amy herself, what I know of her I like. I think she’s a straight shooter. And I think she knows her end of it, the marketing and customer end, pretty good. On the other hand … she don’t know a dang thing about production. And she’s got this new ops guy from New York, this Wayne Reese, telling her what’s what – she won’t know how to judge what he tells her. And then she’s got the Geniuses in F&D, who are in their own world up there and out for themselves. I seriously doubt if Amy can handle them. B. Don Williams could barely keep them in check. But we shall see. We shall see.”

“What about the new ops guy?” Jayro asked.

Murphy was carefully placing beautiful shreds of pork barbeque on a bun and did not answer at first. In fact, he took so long that Jayro thought he was ignoring the question. Then Murphy said:

“We have suffered, Jayro. We have suffered through the across-the-board cuts, although I was able by hook and crook to protect Godzilla. We have suffered through pay-by-the-piece incentives, which I have now canceled. We have suffered the WING terminals that tell people exactly the wrong thing to do. We have suffered gridlock work-in-process inventory in the name of productivity. We have suffered Winner Chemicals, which makes us buy what we don’t need and can’t supply what we are out of. And we have long suffered the indifference of the Geniuses at F&D.”

“Right on, Murph, right on.”

“Now, finally, we see the rays of hope. The Tornado is gone.”

“Yes, praise the Lord.”

“And we are slowly clawing our way back. We can now walk the plant floor and not kill ourselves tripping over excess inventory. Godzilla has been re-established as the production constraint, and all production is keyed to Godzilla’s actual output. We have hired back some of those the Tornado forced us to cut, as well as a few new hires, to give us the speed we need for more throughput. Despite the cases like today of Garth Quincy and his unfortunate customer, we are actually meeting most shipping commitments better than we were.”

“I raise my cup of sweet tea in tribute,” said Jayro.

“So, yes, we still have our problems – cracks in the Navy job, orders that are late before they even get into production. But Oakton is getting better. We are returning to sanity and to a level of performance at least equal to where we were B.W. – Before Winner. And then …”

“Then what?”

“Then, just as I think common sense might prevail, I find out that Wayne Reese is coming in over me.”

Now it was Jayro’s turn to revert to silence.

“This Wayne Reese, he’s into Lean Six Sigma, you know. ‘LSS’ if you prefer the alphabet soup. Ran the Winner corporate LSS program.”

“Okay, what’s wrong with that?” asked Jayro.

“Do you remember Quality Circles?”

“Nah. Before my time.”

“How about TQM? Total Quality Management?”

“I do remember that one a little bit. Didn’t last at Hi-T very long.”

“And that’s what worries me. These programs, they come, they go, and in between they can take on a life of their own. Before anyone knows it, the program somehow becomes the end rather than the means. That’s what happened here with TQM. Not that TQM didn’t have good intentions and good ideas. But the program itself became a burden rather than a bridge to a better place.”

“So you think that’s going to happen again?”

“Here’s the thing, Jayro. We at Oakton are at a crucial stage right now. The Tornado hit us hard with WING and all his tricks to make the short-term numbers pop. Now he’s gone. But what are Wayne Reese and Lean Six Sigma going to do to us?”

“Murph, has it occurred to you that the LSS stuff might do us a lot of good?”

“Jayro, I am just a few years from retirement. I can’t afford a religious experience – not at work. And I’m told that’s what this Lean Six Sigma can become. Look, I am not going to rock the boat. But I do need the boat to float.”

“Sorry, I’m not following you, Murph.”

“What happens if Wayne Reese comes in and what he makes us do doesn’t work? He’s a younger guy; he can move on. But an old fart like me – or even you …”

“Then I guess we open up that roadside barbeque joint we’ve been talkin’ about all these years,” said Jayro.

“That’s what I’m afraid of,” said Murphy.

That evening Bobby, the machine operator that Murphy had talked to, would tell his wife Linda about his day at work. And Bobby would try to explain to her the crazy things that Mr. Maguire had said, such as to not produce when, after all, wasn’t that what he was being paid to do?

A few weeks later Amy Cieolara would ask her assistant, Linda, how her husband Bobby was doing. Amy had played no direct role in his being hired at Oakton, but through Linda, she knew of course that Bobby’s application had been accepted.

“He’s doing fine,” said Linda. “Only … well, maybe I shouldn’t say anything.”

“You have already,” said Amy. “What is it?”

“Bobby says that a lot of times he doesn’t have enough to do. You know what a hard worker he is. I’ve told you that. But he says there are times when he doesn’t have any material to work on. And one time when he went and got some material on his own – which was what the computer told him to do – the production manager told him not to do that ever again.”

“Who? Murphy Maguire?”

“Yes, I believe so,” said Linda. “So Bobby, you know, likes to be busy, and a lot of the time he’s just waiting for more material to show up, and cleaning his equipment and such.”

“Well, that’s disturbing,” said Amy. “Here, we’ve got some orders shipping late, and yet there are people standing around with not enough to do.”

“I probably shouldn’t have said anything,” said Linda. “I’m sorry.”

“It’s all right. Our new ops guy, Wayne Reese, will fix that, I can assure you.”

4

“Ben and Michelle, eat your salads please,” Amy told her kids one evening. “If we have to throw them away, they’re muda.

“They’re what?” asked her mom.

“Muda,” said Amy. She had just returned from a three-day executive seminar on Lean Six Sigma, and she was all fired up. “Muda is a Japanese word for ‘waste.’”

“What was it again? Moolah?” asked Zelda.

“No … moo-dah,” said Amy.

“Hey! You watch what you’re calling your mother, young lady!” said her father from across the dinner table.

“Harry, it’s all right! She’s just explaining something from work,” Zelda said, then turned back to her daughter. “Now … what’s it about?”

Muda is bad. Muda is the enemy. Muda is anything that eats up resources – money, time, energy, materials – but creates no value. And it’s often almost invisible, because we’re so used to it. Mistakes and the need to do things over again – that’s an obvious form of muda. Scrap is muda. Delays and late deliveries; those are muda. But so is waiting in line for something. Making customers pay for features that they really don’t want, that they’re never going to use, that have no value for the customer – that’s muda.

“I see,” said her mom.

“And it goes on and on,” said Amy. “When materials are just sitting in a pile, waiting to be processed, that’s muda. It’s wasted time. Meetings that could be over in ten minutes, but they last hours because that’s how they’re scheduled – that’s muda. Workers standing around with not enough to do … muda! Underutilized machines that consume energy and cost money to keep and maintain – more muda! It’s everywhere!”

“What’s she talking about?” Harry asked Zelda.

“Dad,” said Amy very patiently, “at the company where I work, we’ve started something called Lean Six Sigma. The purpose of it is to reduce waste throughout the company and to increase value for customers. We just started the meetings this week, and I’m really pumped up about it.”

Her father nodded. “Oh … well, good.”

“So anyway, Mom, this new vice president of operations, Wayne Reese, is sensational. He’s a Master Black Belt in LSS.”

“Black belt? Are you teaching people karate?”

“Right, Mom. We haul everyone into these meetings and then we beat ’em up and say, ‘Don’t waste resources!’ No, black belt refers to a level of skill. If you come into the program, you get a basic level of training in LSS and you become a white belt or a yellow belt. Then there’s the green belt level, which involves in-depth training. And ultimately there are black belts and master black belts, which involve lots more training and experience. And you have to lead projects to get certified and pass tests and all kinds of things. Anyhow, Wayne is a Master Black Belt, and he knows this stuff backward and forward. I just love him.”

“Is he married?”

“Mom … please. Yes, he is married. Three kids, two in college, and one still at home. He’s waiting to buy a house here until the last one graduates from high school. What I meant was–”

“Moolah,” said Harry, as if the word amused him.

Amy tried to ignore him.

“What I meant was that Wayne has really shown me the light. I think the potential is huge. He says that every Winner business where he’s implemented Lean has saved millions and millions of dollars – to one degree or another. Customer satisfaction has gone up. And the employees love it. Workplaces are neater and cleaner. People are involved in all these activities going on. Everybody’s measuring everything to reduce defects and increase customer satisfaction. But Wayne also warned me that it takes a serious commitment to make it happen. Everybody has to be brought up to speed. There has to be what they call cultural change and for that to occur it’s going to take a lot of–”

“Moolah!” Harry said again with a little chuckle.

“No, Dad, the word is muda,” said Amy a bit testily. “It means–”

“I know what it means,” said her father. “It means waste in Japanese. And do you know who taught me that?”

“Could it have been me?” suggested Amy.

“It was Taiichi Ohno.”

Every once in a while, despite the ravages of the Alzheimer’s disease, Harry would have these lucid moments. They tended to happen when something in conversation jogged his long-term memory and triggered his intellect. It was then that, for a few minutes, those around him could sense the remainders of the sharp, analytical mind that had once been.

“Who?” asked Ben. “Did you say the name was Oh-no? Like, ‘Oh no, I forgot my lunch!’”

“Yes, Taiichi Ohno. Doctor Ohno to you, young man,” said his grandfather. “And who else was there? I’m trying to remember … yes, it was Shigeo Shingo and Eiji Toyoda. Brilliant, all three of them.”

“Mom, what’s Grandpa talking about?” asked Michelle.

“I’ve heard of them,” said Amy. “They were with Toyota.”

“Yes, and they created the Toyota Production System,” said Harry. “Elements of this became known, in English, as Just-In-Time production. Quite revolutionary. Low inventories. Better quality. Quick changeover of production, so you could make a small number of parts, then set up to make another part very quickly. We tried it at the company, but … it was too radical. The vendors, the lower management people … nobody understood it.”

“Mom, is this true?” asked Amy.

“I don’t really know. But, as I recall, back in the nineteen eighties, the company sent him to Japan–”

“Yes, that was the place!” said Harry. “I was in Japan!”

“Funny, but I do not remember this,” said Amy.

“I think you were away at college, dear,” her mother said.

“And we drank that … what was it?” asked Harry. “That clear, sort of sweet-tasting wine they have. What was the name?”

“Sake,” said Zelda. “He came back from Japan and every Friday night he would have sake with dinner. And if it got cold – you’re supposed to drink it warm – he wanted me to heat it up for him. Finally, I told him, warm it yourself, I’m not your geisha.”

“Ah, but you are, my dear, you are,” said Harry, a twinkle in his eye, and he leaned over the table and kissed her on the cheek.

“Grandma!” said Michelle. “You’re blushing!”

Indeed she was. Zelda pulled back from him, smile on her face and a twinkle in her own eye.

“So, anyway, where were we?” asked Harry.

“Well, at one point, I was talking about muda,” said Amy, “and you were talking about moolah.”

“Right, right, right. And the question that occurs to me is, how are you going to get the moolah out of the muda?”

“Actually, Dad, that’s a pretty good question.”

“Of course it is. I asked it.”

Amy turned to her children and said, “What your grandfather is asking is, how is my company going to use the opportunity of eliminating waste to make money?”

“Exactly,” said Harry.

“Well, we’re supposed to get some quick, early results. But it’s a long-term proposition. We have to do the training. We have to form the teams. The teams analyze everything that’s going on, and then they tell us in management where the opportunities are. You see, the people on the teams have to be motivated; they have to be involved and engaged. We can guide them – have to guide them – but we have to let them have a say in which projects to pursue.”

“And so?”

“We urge them on, we encourage them, we recognize their efforts. We help them implement the solutions. And the results … happen.”

“All right, but seriously,” said her father, “how do you – as in your company – make money out of it?”

“Dad, I think that’s obvious, isn’t it? If we reduce muda, if we eliminate defects, then everyone can work faster.”

“All right. Perhaps. But is that good?”

“Yes, of course it’s good! Quality improves, everyone works faster, therefore, productivity increases, customer needs are met, and we make more money.”

Her father listened to all of this sagely but then said, “I don’t know. It just sounds to me like you’re going to spend a lot of moolah, but I don’t know if you know how you’re going to get the moolah back. How you’re going to make the moolah from the muda.

Amy nodded.

“Well, Dad, there are no guarantees. But I am committed. I am what they call the Champion, the executive who supports the Lean Six Sigma program. So I am going down this road and … I think it’s going to work. In fact, I don’t see how it can’t work.”

“Ice cream, anyone?” asked Zelda.

Both the kids perked up.

“After you finish your salads,” Amy insisted.

“Oh, Mom!”

“So,” said Harry, “where are we?”

“We were talking about–”

“No, I mean, where in the world are we?”

Amy slumped back in her chair.

Zelda put her hand atop Harry’s on the tablecloth and repeated the litany:

“Harry, we are at Amy’s house. Amy is your daughter. These are your grandchildren, Ben and Michelle. We live nearby, and we come here every day …”

Just that quickly, the moment had passed.

“Look at this,” Wayne said in disgust, flinging his hand toward the seemingly endless line of orange barrels extending down the highway and a just as endless line of traffic creeping along. “There is muda here. Big-time muda. Miles of road blocked off where nothing is happening. All the gas being wasted in traffic. Once you begin to look at the world through Lean eyes, you see waste everywhere.”

“You’re probably right,” said Amy. “I don’t know why they have to shut down five miles of highway when they’re only working on some little stretch – and half the time they’re not even working.”

“Exactly. The thing about Lean is that value is always defined from the customer’s point of view. We, the motorists, are the ultimate customer, but the state highway departments and the contractors always seem to do things for their own efficiency, not ours. Anyway …”

The two of them were riding in Wayne’s white SUV hybrid, Amy perched in the passenger seat catching up on email with her Black-Berry, while Wayne fumed in frustration as he drove. They were headed for the Oakton plant, about twenty miles from downtown Highboro, at the rate of about three miles per hour thanks to a construction zone that had narrowed two westbound highway lanes to one.

“Hey, on a brighter note,” Wayne said, “I just want to say I’m really looking forward to introducing Lean and Six Sigma to Hi-T, especially at the Oakton plant. I really am a hands-on kind of guy. I love to immerse myself in the details, help figure out the value stream, get people turned on about LSS, get the projects going, all of that. And my goal for the implementation at Hi-T is for it to be worthy of a Lean case study – you know, pure and by the book.”

“Well, great. Of course there are a lot of books out there, especially on Lean, as I’m finding out,” said Amy.

“That’s true. And there are a lot of different variations of Lean – including the one we developed for Winner, the one that I use. But what I mean is I’d love to see us achieve that cultural change that transforms the entire company into a Lean organization in every aspect, so that it’s more than just a program … so that it’s, you know, a mind-set.”

“Hey, go for it,” said Amy. “Wayne, you know you have my support, and that of Winner corporate. I’m really fired up about it myself. Just remember, you’ve got all of operations to manage, not just the Oakton LSS improvements. And of course we have to make some bucks, too. Nigel Furst is expecting growth from us, and Randal Tourandos set a pretty high bar.”

“Amy, I’m going to stick my neck out here, because we don’t have the projects defined or the potential savings or any of that – but my gut hunch is that, if we do it right, and keep striving for perfection, you won’t have any trouble meeting your growth goals.”

“Really? I mean, what makes you so sure?”

“Well, one of the first things I was taught when I was learning the Lean philosophy at Winner was that little improvements add up to big accomplishments. Every project we finish, while some of them may not seem that significant, will ultimately – maybe not immediately, but eventually – increase the success of the business. The gains we achieve with Lean Six Sigma are accretive – they can and should add up to big numbers over time. And the more we focus on customer value, the more the marketing side of things will flourish.”

Inspired, Amy held up her hand with fingers splayed to do a high-five, and Wayne took his right hand off the steering wheel and their palms smacked. At the same time, as Wayne turned his body so his palm could reach hers, his left hand skewed the wheel and the SUV veered off the highway, grazing an orange barrel with the edge of his bumper and toppling it. Wayne recovered quickly, but Amy’s eyes were wide as she watched the barrel roll into a gully.

“I hope that’s not an omen,” she joked.

“Nah!” said Wayne. “We’re good. Probably not even any paint damage.”

“No, I meant … never mind.”

“Hey, more good news; I’m finding out, now that I’ve been longer in Highboro, that the ops administrative staff here is really strong. So of course I’ll be keeping a firm hand on everything, but I should have ample time to make sure that we really do Lean Six Sigma right.

“What does doing it ‘right’ really mean?” asked Amy. “You know, by your definition?”

“Well, the big thing, I believe, is what I mentioned: doing enough of the right things right to achieve an organizational change in culture. You know, for instance, there’s something I always taught my internal clients within Winner: it’s the ratio of ‘N over ten.’”

“What’s that?”

“‘N over ten’ means you take the number of employees and divide by ten, and that gives you the number of Lean and Six Sigma activities that should be taking place during the course of one year’s time.”

Amy quickly did the math in her head and decided it was a fairly large number.

“And what do you mean by ‘activities’?” she asked.

“Well, by my definition, it’s anything that promotes the Lean and Six Sigma mind-set. It’s presentations, like the one we’re giving today at Oakton, and in Rockville to F&D. By the way, I’m really glad we’re extending LSS to a service organization – because the principles apply to services as well as manufacturing. Anyway, activities are presentations, improvement projects, events like what I call ‘mixers,’ where people come together to share their Lean experiences. Whatever promotes Lean and Six Sigma and ingrains it into organizational thinking.”

Amy nodded, then said, “Well, you’re talking about a lot of activities.”

“Yes, I am. And that doesn’t even include training, which is hugely important. I mean, it’s expensive, sure, but you have to have enough people with the skills to actually do the improvements.”

“Of course,” said Amy.

“What I used to tell my internal clients was that you should be striving to achieve the correct green-belt to black-belt ratio. You know, you want your black belts to be about two percent of the employee population. Black belts are of course higher in skills, but you need enough green belts to stretch the Lean way of doing things into all parts of the organization.”

Amy was not sure she wanted to have the correct black-belt to green-belt ratio further explained, so she asked the other question forming in the back of her mind:

“You say you had ‘internal clients’?”

“Right. The past ten, eleven years or so my time at Winner has been entirely dedicated to Lean and Six Sigma. I became a corporate trainer in Six Sigma, then caught the Lean bug and became a Lean Six Sigma internal consultant. Winner businesses would pay for my time and experience, just as they would any other consultant, but at a somewhat lower rate. So I had clients and ran programs and so on. Finally, after doing that for some time, I moved up into LSS administration.”

“Oh,” said Amy. “But … I’m a little curious about this. I was glancing through your personnel file the other day, and … your actual operations experience? Where was it?”

“It was at Winner,” said Wayne. “I was hired by Winner right out of college. I was a plant engineer for a year or so, and then they put me into a kind of fast-track training program where I learned a little bit of everything – purchasing, inventory control, plant management, maintenance, distribution, all of those. And then I moved into quality management – and that’s where I really connected, first with Six Sigma, and then a year or so later with Lean manufacturing. Of course, my last job was administrative, coordinating all the LSS programs and activities throughout Winner, and it got old after a few years. Between you and me, I’m happy to be back here in the real world.”

“Uh-huh. I see, but you’ve never actually managed operations?”

“Well, I’ve never had that exact title until now,” said Wayne. “But I’ve dealt with all kinds of operational issues. As an internal consultant, I saw and dealt with everything. I mean, we all have to grow, don’t we.”

She felt the last comment was directed as much at her as himself. And she inwardly acknowledged he was right. What had she, Amy, done so far except manage marketing and sales? Yet Nigel and Peter, with a big nudge from a prominent customer, had trusted her, hadn’t they. And they had chosen Wayne Reese. All right, she thought, maybe Wayne was a little light on direct experience, but if he had the confidence of the corporate hierarchy, how could she object?

“Yes, that’s true,” she agreed. “We all need to grow. And I’m excited about the year ahead. I really am.”

Wayne smiled, as if they had a tacit partnership. Then he craned his head outside the SUV window to peer past traffic, which was now moving faster.

“All right, finally, here we go,” said Wayne.

Just ahead, the orange barrels ceased and a sign announced the end of the construction zone; the westbound highway opened again to two lanes.

“Looks like we’re going to be late,” Amy said, glancing at her watch.

“That damn construction bottleneck,” Wayne muttered as he zoomed into the left lane. He put the pedal to the metal. “We’ll make up for lost time. Hope I don’t get a ticket.”

Meanwhile, at the Oakton plant, Murphy Maguire had called together all the plant-floor managers and was rehearsing the steps of the intricate dance that would allow production to proceed while Wayne Reese gave his presentation on Lean Six Sigma to employees who would assemble in the cafeteria. There would be two presentations so as to cover both day and evening turns, but to keep everything running would require some juggling.

“Where’s Richy?” Murphy called out. “Richy, when does Godzilla vent?”

“Two fifty-six,” said Richy.

“And we’ve got the next batch ready to go?”

“We’re covered and set.”

“And the next soak is how long?”

“Three hours and twenty-six minutes.”

“All right, the downtown folks will be gone by then,” said Murphy. “So, listen up, here are the groups who go to the first presentation …”

Less than an hour later, Wayne Reese was speaking to the first group of assembled plant workers, a wireless microphone clipped to his shirt, pacing slowly as he spoke to them. Behind him was a screen with computer-projected slides.

“What is this thing called Lean?” he asked rhetorically. “And what is Six Sigma? We often use the two names together as ‘Lean Six Sigma’ or by the initials, ‘LSS,’ but Lean and Six Sigma are two different things … two separate disciplines.

“Lean is a discipline for creating value for customers by way of products and services with minimum waste at optimal speed in perfect balance with market demand. And Six Sigma is a discipline for identifying and eliminating defects, errors, and anything quantifiable that is unwanted by customers. Those are the Winner definitions, the ones that I use. Really, though, Lean and Six Sigma are both about eliminating waste. Lean looks at eliminating waste throughout operations, in lots of different ways. Six Sigma reduces waste primarily by reducing variation and so improves quality. But they complement each other very well, and so we often pair the two and call them Lean Six Sigma.

“Today, I’m going to give you just a quick overview of Lean Six Sigma, because as a company, Hi-T Composites is beginning a very important journey to achieve LSS values in everything we do. And it’s a journey that never really ends. It is continuous improvement that strives for perfection – knowing that perfection will never fully be reached. LSS is a philosophy in many ways. And yet, all of its tools and projects are practical. Its methods are structured and disciplined.

“I’m going to tell you a little bit about something called DMAIC: Define … Measure … Analyze … Improve … Control – which is a five-step process for solving problems. Today and in the future you’ll be hearing about projects involving ‘Five-S,’ which is a method for reorganizing a workplace so that tools are within reach and equipment is well maintained. You’ll also be seeing and hearing about a lot of these …”

He changed the slide and brought up something that looked like a graph with a lot of variable lines.

“This is a control chart, one of the key tools used in Six Sigma. And you’ll be hearing about Lean projects to create ‘one-piece flow,’ and eliminate the traditional and wasteful batch-and-queue method. There will be projects for reducing scrap and for making processes mistake proof. And on and on. Those I’ve just mentioned barely scratch the surface.

“Before we get into all that, let me tell you why I personally think that Lean Six Sigma is meaningful. Lean, in particular, is about always looking for the better way. I’m sure that everyone here has at one time or another looked at the way things are being done – in the Oakton plant, or out in the community, or even in your own home – and wondered, ‘Why are we doing it this way? It’s dumb! It’s wasteful! It doesn’t make sense!’ Or, as a customer, you buy something and you pay good money, probably more than you feel you ought to pay, and yet this thing you’ve bought is really not the way you want it. And if you dare to question the way things are done, you typically get an answer like, ‘We’ve always done it this way,’ or ‘That’s just the way it is,’ or maybe even, ‘We have to do it this way; it’s policy; it’s regulation; it’s the law.’ Whatever.

“Well, the Lean way of thinking is a challenge to all of that. Lean is about never being completely satisfied with the status quo. It’s about continuous improvement. It’s about always seeking the better way to do things. It’s about identifying waste and eliminating it – or at least minimizing waste. Right now you probably think of waste as whatever is in the wastebasket. As trash, or scrap.

“But waste takes many forms – many of which are invisible to us. We just don’t see them. A big stack of materials just sitting, sometimes for weeks or months, that is waste – not the materials themselves, but the fact that they are just sitting in a warehouse. The waiting is the waste, because there is money tied up in those materials, and we have to ask the question, why are there so many items in this pile made so far ahead of when they are needed?

“Lean is about delivering to the customer – be that customer the final customer, like a consumer in a grocery story, or be that customer the next workstation on the plant floor – delivering exactly what that customer needs and wants, right when the customer needs or wants it, and passing along nothing that the customer does not value.

“And we do that by getting rid of – or by not creating – the non-essential. What do you have after the nonessential has been stripped away? You have … the essential. You have the essence. You have the essential, perfect thing delivered at the perfect moment for the perfect price. That does not happen often enough in our world. Yet that is what we are going to strive for here at Oakton and throughout Hi-T Composites.”

Off to the side, Amy Cieolara, watching Wayne pace and gesture before the assembly, thought to herself, Wow, he’s good.

And in the back of the cafeteria, Murphy Maguire nudged Jayro Pepps and whispered, “It’s worse than I thought.”

“What’s the matter?” Jayro asked.

“He’s an eye-dealist,” Murphy said from the corner of his mouth. “Look out.”

In his early childhood, Wayne had grown up in Fall River, Massachusetts, as the son of Edmundo Reis, an unskilled laborer of Portuguese descent who was quite intelligent despite having dropped out of high school in order to support his family, which at age seventeen was just beginning. Edmundo – Ed – had a passion for John Wayne movies, hence his insistence on the given name for his first son. After struggling a few years following Wayne’s birth, Ed got a good job in a factory that made brass hardware.

But when Wayne was eight years old, the brass factory closed and his dad lost his job. Ed got another job, this time at a plant in Boston that made printed circuit boards. The family lived in what the locals called an “Irish battleship,” a three-floor house on the fringes of South Boston. And to better fit in with the neighbors, Ed changed the spelling of the family name to the anglicized “Reese.” For Wayne, the new spelling didn’t help much; every day, it seemed, was a new fistfight as the kids he went to school with showed him that he, being an outsider, was nobody, or worse. After a couple of years, though, and a few lessons in karate, he showed them otherwise.

At the time, the future of printed circuit boards seemed bright, and in fact it was. The Reese family bought a little house in Medford and for a few years everything was fine. Wayne, now in high school, met Teresa, the young woman he would eventually marry. And then the plant where Ed worked shut down, continuing a painful pattern for Ed and his family. After many months of searching, Ed would eventually find other good employment, only to be among the first to be cut when times got tough. Ed ran machines making memory chips, assembled word processor terminals, and even shoes in factories in New Hampshire – and every few years, his job would disappear.

At every company, change worked against him. Competition, employee complacency, management lethargy, breakthrough technology, globalism – an entire range of factors undermined his security, singly or in concert. And there was not much that Ed as an individual could do about it.

“And, for me, that’s where it comes from – this drive, this passion for continuous improvement. It came from my dad,” Wayne told the employees of the Hi-T Oakton plant, wrapping up his presentation.

“I really think that every time my dad, Ed, took a new job, he expected to retire from that company. But it was never to be. Each company would have its time in the sun, but then would fall upon hard times, and everyone who worked for the company would suffer. There are many reasons why it happened, but the primary one, in my opinion, was inertia. None of the companies where my dad worked had a coherent system in place to bring about continuous improvement. They drifted along, pretending as if today was just like yesterday and tomorrow would be like today. When changes in the market, in technology, in global competition came, these companies could not adapt fast enough, and they could not survive and jobs went away.”

Wayne paced in front of them – and everyone was listening.

“So … in conclusion, in the past forty-five minutes I’ve given you some idea of what Lean and Six Sigma are about and how we’re going to be using them. Ultimately, our goal is to excite our customers with speed and quality. We want to blow them away. We want them to rave about us. And the way we’re going to do that is through value – always seen from the customer’s point of view. Whenever and wherever we can eliminate waste, we increase value. And we just keep improving and improving, striving to give the customer the perfect essence of what that customer really wants.

“But I wanted to end with that story about my dad, Ed, because right now, everyone working for Hi-T Composites has an opportunity that my dad never had. As hard as he worked at his various jobs, for all his loyalty to the various companies, he never had a chance to participate in a program that could really make a difference in the long-term success of the businesses where he earned his living. But you do. You have that opportunity with Lean Six Sigma.

“Look, I cannot predict the future, and I cannot make any guarantees or promises to you regarding what the future may or may not hold for any individual. But if you work with us to make this company the least wasteful, most flexible, fastest fulfillment, perfect quality, highest cost efficiency, precision composites provider on the planet … I think that future ought to be pretty darn good, don’t you? I urge you to get involved in Lean Six Sigma and help us make Hi-T’s future and your own a bright one. Thank you.”

The applause began without prompting, and it was loud, long, and heartfelt. Wayne looked over at Amy, and Amy gave him a clear nod of approval.

Just after 5:00 p.m., Amy and Wayne were back downtown in Highboro, both agreeing that the day had gone well. Amy headed for her office, formerly the corner office of B. Donald Williams, which she had taken. The moment Amy plopped into her chair, Linda walked in.

“You’re not going to like this,” said Linda.

“Of course not. It’s five o’clock. I’m ready to be done with making decisions and I’m actually in a good mood. What is it?”

“Your favorite airline–”

“Agony Airways. How have they screwed us now?”

“They just announced this afternoon that effective immediately they are canceling the last remaining direct-flight service between Highboro and Washington, D.C.”

“No!” Amy shot to her feet and pounded her desk with her slim hand. “NO! They cannot do this!”

“Well, I’m sorry, but they did,” said Linda.

“Effective immediately? What about tomorrow? We have to go to Rockville!”

“Here are the options: you can fly from here south to Atlanta and then take a flight north to Dulles or BWI. That’s probably your best shot. Or, you can fly west to Nashville–”

“Linda, we need to fly north. Isn’t there an option that flies north, not west or south or east?”

“Well, there is one, but you have to go to Pittsburgh first, and then it’s a three-hour layover.”

Amy slapped her forehead with the bottom of her palm.

“Wait a minute … who was that guy?” Amy asked. “That pilot?”

“Dawson. Dawson Aviation.”

“Call him. See what he can do for us.”

5

From a standing start, as the red light turned green, the silver Porsche Cayman S was doing eighty miles per hour through the apex of the curve down the on-ramp and was well over 100 mph and still accelerating as the car merged onto I-270. The hour was early; there was as yet very little traffic. And the driver, Dr. Viktor Kyzanski, from bitter experience, knew the location of every likely speed trap, as he drove this route almost every day. Where he could do so with reasonable “safety,” Viktor pushed the car several times to 130 or so – two times the legal limit – streaking along under a beautiful blue summer sky through the green Maryland countryside. But within twenty miles, the joyride was over. He was slogging along, bumper to bumper, with all the other commuters, lucky that the traffic was moving at all.

Dr. Kyzanski, as he often introduced himself, was vice president and director of Hi-T Formulation & Design. He hated the “Hi-T” part of his title, despised the company logo, which he thought was ugly, but he could do nothing about those at present – someday, perhaps, but not now. He was relatively young – forty-seven – and extremely well paid, and he assumed he still had ample room to move if he so chose. (The acquisition by Winner delighted him.) Even so, he was in no hurry. For the most part he enjoyed his position and his work. He was very comfortable, and not about to leave.

The two glass-walled, multistoried buildings housing F&D were tucked away in a woods beside the interstate. Viktor made the most of a little S curve on the access road that meandered through the trees. He then parked the Porsche in his reserved spot next to Building One. Several spaces up from his in the empty parking lot, in the spot marked “Reserved for S. Schwick, Chief Chemist,” was a bicycle.

Sarah Schwick was in her office near the chem lab, entering her comments into a spreadsheet containing test data. She was thin, almost bony, and just over five feet tall. Her hair was mousy brown and cropped short – she never paid much attention to it. Her face was dominated by thick glasses with icy-steel frames, but when she took them off, her face was very pretty. Beyond that, the best that could be said about her physically was that she was in shape. She jogged regularly and commuted on her bike – she didn’t even own a car; she rented them when necessary, ordered almost everything over the internet, and had her groceries delivered.

Viktor came quietly into her office and stood behind her. He checked his Rolex; the time was not even seven o’clock. He then put his hands on her shoulders and began to massage them gently.

“You’re here early,” he said.

Without taking her eyes off the numbers on the screen, Sarah said distractedly, “The Highboro people are coming in today. I wanted to get through some of these lab reports before they show up.”

“Was that the only reason?”

He began to kiss the back of her neck. She ignored him, or pretended to, until she had typed in the last of her comments. Then Sarah stood up, went to the door, and peeked both ways to be sure no one was around. She shut the door and pushed in the thumb lock. When she turned around Viktor was leering at her as he loosened his tie. Sarah leered back, unbuttoned her white lab coat, and let it drop from her shoulders as if it were a negligee.

A dozen minutes later they were dressed again. While their liaison had been inappropriate, it was not adulterous, and arguably not even immoral. Both of them were divorced – from each other. Sarah was not involved with anyone; she seldom was. Viktor was between girlfriends. He went through them the way he went through cars.

“What time are the Highboro people due to arrive?” asked Viktor.

“Late morning. Eleven, I think. We’re supposed to have lunch with them before the meeting.”

“The whole thing is so ridiculous. You’d think that even they would have enough sense not to bother us with this drivel.”

Sarah, sitting next to him on her office sofa, her head lolled over onto his shoulder, said nothing.

“Don’t you agree?” asked Viktor.

“I would like to hear what they have to say.”

“Why? It’s a program for factory people. For the drones. It just doesn’t apply to what we do.”

“Viktor, we are not as exemplary as you think we are. Believe it or not, we do have our problems.”

“I never said we were perfect.”

“Those reports I was working on, before I was so rudely interrupted–”

“How can you describe tender affection toward an ex-spouse as ‘rude’?”

“–I am weeks behind. I don’t know how I’m ever going to catch up. We can’t keep expanding the testing loop!”

Viktor stood up and began to retuck his shirt.

“Are you listening to me, Vik?”

“We do important work, Sarah. When we give our word to a client, we have to be right. We may not be the quickest. We certainly are not cheap. But we do advanced, high-end work that is first-rate and technically brilliant. We are really good at what we do.”

“I agree,” she said. “And … so?”

“The last thing we need around here is some factory morale-booster program.”

“I don’t think that’s what it’s about!” Sarah protested.

“Factory productivity booster! Whatever! While I do not ignore efficiency, I am very aware that thoroughness and accuracy are far more important than speed. If we rush the work we do, things will slip through the cracks.”

“Things are already slipping through the cracks. You just don’t want to hear about it.”

“Enough!” Viktor said. “I’ve wasted enough breath on this topic. Although I know I will have to waste even more later in the day paying lip service to it.”

“It’s a good thing for the company that you stop by every now and then,” Sarah said, rebuttoning her lab coat. “Because I’m the only one who tells you the truth. Everyone else is afraid of your temper.”

He put his arms around her and attempted to kiss her on the mouth. But Sarah pushed him away and pointed toward the door.

“I need to get back to work!” she insisted. “Out! Before I sue for sexual harassment!”

Viktor kissed her on the forehead, then quickly made for the door.

“If you ever did, I would have to counter-sue,” he said over his shoulder. “And I would definitely have a case!”

At that moment, as Viktor and Sarah ended their tryst, Tom Dawson was taxiing his aircraft across the tarmac at Highboro Municipal Airport. Seated behind him were Wayne Reese and one of his LSS Black Belts, and next to Dawson in the copilot’s seat – for purposes of better weight distribution, he claimed – sat Amy Cieolara. They were headed for Rockville.

Ahead of them, a Cessna was preparing to take off. Tom idled the engines and waited.

“So,” said Tom, just making conversation, “you folks are all from Hi-T?”

“Yep. All of us,” said Amy.

“You know, there are a number of Hi-T parts in this very aircraft,” said Tom.

“What sort of plane is this?” asked Wayne.

“It’s an oldie but goody,” said Tom. “A Beech Baron Fifty-Eight. A new one’ll cost you a million bucks, but I got this one for a lot less and fixed her up a bit.”

“Huh,” said Amy. “Are you sure you have Hi-T components in this?”

“Yes, ma’am. They’ve got your logo on ’em.”

“Funny, but I can’t recall Beech as being one of our customers,” said Amy. “And as former head of sales and now company president, you’d think I would know.”

“Your products were part of a retrofit package,” said Tom. “A performance upgrade that I had done. You see the leading edges of the wings? Those are Hi-T composites, made right here in Highboro.”

Amy looked out her window at the curved front of the airplane’s wings.

“Gee,” she said, “I hope we did a quality job.”

“Hope?” asked Tom. “You mean there’s a possibility you didn’t?”

Silence.

Tom checked that the runway was now clear, throttled up, and the engines came to a roar. He released the brakes.

“Well,” Tom shouted as they hurtled down the runway, “I guess we’re gonna find out if Hi-T makes a quality product or not!”

He pulled back on the yoke.

The wings held, as Tom Dawson knew they would, and the plane did not crash. No more was said about quality – although no one forgot about it either. They arrived safely in Rockville, Maryland, a few minutes ahead of schedule, and were soon at Formulation & Design being greeted by a smiling and hospitable Viktor Kyzanski.

Viktor that day was everything that had gotten him to where he was: sharp-minded yet charming, in command of all technical issues, tossing off brilliant-sounding insights about science and business as they went along. He personally conducted the tour of the F&D facilities, leading them through the various labs and showing them a number of “wow” demonstrations that had been set up: a polymer that could be deformed – bent, crumpled, folded – and yet would “remember” its original shape and slowly unfold, uncrumple, unbend itself to become almost flat again in a matter of minutes. A carbon--fiber material that could be heated to 1,000°F, yet would be cool to the touch within moments of being removed from the test oven. A sheet of a composite material called BL-726 that was as thin as a business card and light as a feather, yet so strong that Viktor himself could stand in the center of it when it was placed between two benches, and it would not break or bend.

“Unfortunately, it costs about five hundred dollars per square centimeter to produce it,” Viktor remarked.

The tour took them through all kinds of equipment, most of it boring to look at, but some of it rather exotic in a techy sort of way. And Viktor made a point of introducing a number of his star chemists and engineers. At last, as it seemed the tour was approaching an end, Amy intervened.

“Viktor, thank you, this has been very good,” she said, “but I think what Wayne – and all of us, for that matter – would really like to get a grip on is, what is the overall process? What is the business model here?”

“Right, we need to know what the flow is,” added Wayne.

“The flow?” asked Viktor.

“The flow of a project from start to finish. Just for the heck of it, let’s say that I am the project and I come into F&D … where would I go? In what sequence?”

“Well …” said Viktor. “It would depend. It would depend upon what was being investigated and so on. And the journey could be quite convoluted.”

“Uh-huh, right,” said Wayne. “One of the things that Lean Six Sigma can do is to reduce the convolutions – reduce the distances between processing steps. And when we reduce distances, we can reduce waste and make things happen faster.”

“I see,” said Viktor. “But … if you, Wayne, were the project, you or most of you would be traveling via Ethernet, which is to say electronically. That’s how we move things around here. You won’t find many forklifts in the corridors here.”

“Right. I understand that,” said Wayne, “But the number of convolutions … the number of steps and stages … I’d just like to know what goes on.”

“Of course, and I’d be very happy to explain it,” said Viktor. “And let’s do it over lunch … which is right this way.”

A luncheon of corned beef, turkey, cheeses, various breads, a number of salads, and so on had been brought in from a local delicatessen. This was set up in a first-floor conference room that had window walls looking out upon the woodsy surroundings. Amy took a moment to stare into those woods, and it struck her how insular it was here, nestled away from the rest of the world. She wondered if this was a good thing or not.

Sarah Schwick and several other higher-level F&D managers joined them there.

It took some doing, but with urging from Wayne and Amy, Viktor and his people did gradually lay out the essential stages of a typical F&D project progressing from the first meeting with a client through the ultimate release of final design and documentation, along with material samples and sometimes a prototype. In between were a dozen or so major and distinct steps that had to be accomplished – and Wayne Reese, on a legal pad next to his plate, patiently diagrammed the flow and the various branches of inputs, labeling each box in neat block letters. This was what Wayne called “the value stream.”

At the core of it was a series of steps mainly consisting of testing and analysis that the F&D people referred to as “the loop.”

“Or sometimes ‘the infinite loop,’” Sarah quipped. “At least that’s the way it feels.”

“Why?” asked Amy. “I’m curious. Why do you call it ‘the loop’?”

“Because it’s a cycle,” said Viktor. “A project may go through the loop multiple iterations – testing, retesting … analysis, reanalysis … query, requery, and so on. It cycles through until we have the results the client contracted us to achieve and – or – until we know everything we need to know.”

“So it’s not a straight progression,” said Wayne. “I’m just wondering what the reason is. Why does the flow have to be cyclical? Why a loop?”

“Why not a loop?” asked Viktor.

“I don’t know. It just seems that if you’re going through all these iterations, you’re not moving forward.”

“But we are moving forward! With each cycle of hypothesis, testing, and analysis, we are learning more than we did on the previous cycle!”

Amy could sense that Wayne and Viktor were about to butt heads. She put her hand on Wayne’s sleeve before he could respond.

“Viktor, I don’t at all think that Wayne is questioning the validity or the wisdom of your ‘loop.’ He’s simply trying to better understand your system.”

“Absolutely,” said Wayne. “It’s just … why this configuration, as opposed to something else?”

“All I can say,” said Viktor, “is that over the years – over the decades at this point – we have found that this is what works. You have to understand that we are not doing repetitive, mass production kinds of things here at F&D.”

“I do understand that,” Wayne asserted.

“Nothing here is cut and dried. It’s cutting edge, not cut and dried. It’s development. It’s working with the unknown.”

“Right, and I am not saying anything against that,” said Wayne, “but the word you yourself used when I asked about the work flow was ‘convoluted.’ To me, ‘convoluted’ suggests opportunities for improvement … for greater value, faster speed, higher quality, and lower cost.”

“Perhaps the word was ill-chosen,” Viktor conceded with a smile. “Perhaps a more accurate word would be ‘complex.’”

“Or flexible,” said Sarah, chiming in. “What is going to happen during the course of a given project can’t always be mapped out at the beginning. We go down one path … maybe we get what we started out to get, and maybe we don’t! So we have to start over, try a new direction, go down a different path.”

“Exactly,” Viktor agreed. “And, Wayne, I mean no disrespect whatsoever, but here you have plotted out a nice set of boxes on a sheet of paper with arrows and labels and so on, and this is supposed to represent what goes on here. But please let me tell you something.”

Viktor spread his fingers and placed his fingertips on Wayne’s sheet of paper.

“You call this a value stream. But this does not depict the value we deliver to our clients. The value we deliver is in the thinking, which can’t be mapped on a whiteboard or a piece of paper, because it is multidimensional! Within these walls, there is scientific and technical creativity at work! It’s not a matter of ‘move data-set one from station A to station B, process three iterations, and spit it out.’ We are searching for solutions to very difficult and challenging problems. That is why they pay us the hundreds of thousands and sometimes millions of dollars every year for the work that we do. It’s not just a stack of discs and a binder with an executive summary and a box of pieces of plastic. It’s what’s on the discs and between the covers and what the pieces of plastic will do. That’s the value.”

A brief silence followed Viktor’s diatribe.

“Well, I am glad that’s understood,” said Amy. “And I’m very glad you made those points. Because we are not here to tell you how to do something when you clearly know better than we do, or how to go about it. That said, can you tell me, Viktor, that everything in F&D is perfect? Can you tell me that there is nothing here that could be improved?”

“Of course not!” said Viktor in a sort of merry thunder – changing instantly from argumentative to conciliatory. “No, I do not mean to suggest that everything here is perfect or that … some aspects of what we do could not be improved upon.”

Amy nodded. “Good. Then we have a basis for understanding each other. Because the intent of Lean Six Sigma is continuous improvement. And LSS has been endorsed and has the full support of everyone within our organization, from our chairman and CEO Peter Winn to our group president Nigel Furst to … yours truly.”

“And improvement … whatever its flavor … has my hearty endorsement as well,” said Viktor. “I can assure you that Formulation and Design will cooperate fully with your LSS program in every practical way.”

“Great,” said Amy. “Then let’s go make the presentation and get the ball rolling!”

After they had set up their laptops for the LSS presentation, Amy observed that Viktor was well out of earshot and nudged Wayne.

“What do you think of him?” she murmured, meaning Viktor.

“To say the least, I don’t think he gets it,” Wayne quietly replied.

“I suspect he might say the same about us.”

Wayne raised his eyebrows. “Well … possibly. But despite whatever he says, and I’m not discounting the points he made, the operation here does have similarities to a factory. They don’t make widgets, but they do produce a product. An intellectual product, consisting of information … knowledge of considerable value. To make that product, there are processes, just like in a manufacturing plant. Even the creative aspects he talked about – those are processes. There may be a lot of variation; there may be unpredictable events. Still, it stands to reason that if you optimize each and every one of those processes along the value stream, you’re going to get better results.”

Amy, as she thought about this, heard her name said aloud. Viktor was about to introduce her.

“We’ll discuss this later,” she whispered.

After it was over, Amy was not sure what impact the presentation had had. For one thing, there were a lot of vacant seats. In his email to F&D, Viktor had said to staff that attendance was suggested and requested, but was not mandatory. Then, right in the middle of Wayne’s talk, one of the star chemists had abruptly grunted, stood up, and walked out. Half a dozen others in the auditorium also departed at various points. Amy knew that, as a matter of culture, F&D tolerated and even respected a degree of free-spiritedness, so she said nothing. But the walkouts were hardly encouraging.

On the other hand, there was a core group who sat in the front rows and who paid close attention. Appearances suggested that by and large they were über-geeks. When the time for questions came, this group kept Wayne and his Black-Belt associate on their feet for nearly an hour after the formal presentation had finished. Viktor, in fact, had to cut them off. Most of their questions had to do with the statistical tools of Six Sigma and Lean – and a number of the questions were not just asking for clarification, they were outright challenges. Yet Wayne and the Black Belt held their own, and the group even seemed enthusiastic at the end. One of that group was Sarah Schwick.

After a long afternoon, Amy felt the call of nature and visited the women’s room, where she encountered Sarah. The two of them got to talking about one thing and then another, and Amy remembered a rumor she had heard some time ago.

“Is it true that you and Viktor were once married?”

“Yes, we were in fact. Years ago,” said Sarah – then quickly added, “Actually, we’re still very good friends. And we work well together. We just can’t stand to be married to one another.”

Both of them smiled at this.

“But it doesn’t bother you that he’s your boss?” asked Amy.

“No. He doesn’t intimidate me. I can tell him anything – and I do.”

Well, all right then, Amy thought.

They left the women’s room and began walking back to the auditorium.

“So what do you think of LSS?” asked Amy.

“I’m still forming an opinion.”

“Let me just say this: I would be delighted, Sarah, if you would get involved and go through the training. And it’s certainly not going to hurt your career any if you do.”

Sarah considered that and said, “Thank you. But I’d like to talk it over with Viktor.”

“Understood. No problem.”

Late in the day, after the Highboro contingent had left, Sarah went to Viktor’s office. He was tidying up, getting ready to leave.

“Before you go,” she said.

“Yes?”

“I want to be involved in LSS. I want to be a part of it.”

Viktor fluttered his eyelids and regarded her with a most puzzled expression.

“Really, I want this,” said Sarah.

“Do you have the time for it?”

“I’ll make the time.”

He plopped down and slumped back in his office chair, stroking his chin and thinking about the ramifications.

“All right,” he said at last. “By all means, get involved. In fact, I like the idea of you being a part of it. Yes, go for it! I think it might give us an edge, maybe even some leverage.”

“An edge? Leverage? What are you talking about?”

“Just that it’s always a good idea to know what one’s competitors are up to.”

Sarah, who had been standing in the doorframe, came more into the office and folded her arms, even as she smirked in disbelief.

“Is that really how you see them?” she asked. “As competitors? As adversaries?”

“Well, aren’t they? Oh, all right. Maybe that’s too Darwinian. Let’s just say it’s always a good idea to know what one’s allies are up to.”

“Viktor, I am not going to play the role of agent provocateur.”

He rolled his eyes and said, “Sarah, dear, I haven’t asked you to do any such thing.”

“I want this to work,” she insisted. “We need this to work. We – and I mean all of us, not just you and me – need something to work. We have clients who are really getting tired of big invoices and slow results. I’m worried there are some who are ready to walk away from us.”

“Sarah … do you know why our marriage ended in divorce?”

“Because you were always screwing around?”

“Aside from that – and for the record, I was faithful for the first five years. No, the central problem in our marriage was that I am an optimist and you are extreme pessimist.”

“Am not!”

“I do not understand what you are so worried about. You make it sound as if Formulation and Design is going to dry up and blow away in a swirl of dust. It’s not going to happen! True, there will always be little fires to be put out. Sometime in the future, there will be necessary adjustments to the course of the business. But we have a backlog that others can only envy! We are all but turning away business! I mean, seriously, we are nearly maxed out in terms of what we can handle!”

“Yes, Viktor, I agree. I am maxed out. And it’s not the volume of business, it’s the internal pressures.”

“And so I go back to my original question: are you sure you can handle the added responsibility of … of something I am not sure is necessary or even valid?”

“You … and I … and everyone else here – we have built over the years an excellent research and engineering organization,” she said. “We’ve won awards, we’ve made money, we’ve advanced the state of the art, and so on and so forth. But I feel like we’re slipping. I personally don’t talk to that many clients, but I do read the emails coming in and the reports going out. I know that under the surface, we are not held in all that high a regard. Therefore, I don’t want us to be groveling five years from now to get some piddly little contract just to keep going.”

“We won’t be. Relax.” Viktor glanced at his Rolex. “Now, sorry, I’m late. I have to run.”

“Dinner date?”

“Um … actually, yes.”

Sarah shook her head, even as she grinned and gritted her teeth in frustration.

“Viktor, you truly are a first-rate cad.”

“Sarah, I strive for excellence in everything. See you in the morning.”

As he walked out the door, Sarah said, “I won’t be in early. Not for a long time. If ever.”

But she was not sure if he heard her – was not even sure if she really wanted him to hear.

• • •

The evening of the day following the Rockville trip, Amy got home late. What with the regular schedule and catching up on everything that had been on hold while she was out championing for LSS, it was past eight o’clock by the time she drove into the driveway. Much earlier she had called her mom and told her to start dinner without her. So everyone else in the family had eaten by then. Amy sat in the kitchen, sipping a glass of wine while her mother warmed a plate of food for her.

“Oh!” her mother suddenly exclaimed. “Someone called for you!”

“Who?”

“A man.”

“Well, that narrows it down. What, like an insurance man? A stockbroker man?”

“No. He gave me his name and I wrote it on a scrap of paper. Now, what did I do with it?”

“I’m glad Dad didn’t answer the phone.”

“Amy …” said her mother, with an annoyed edge to her voice.

“Sorry.”

“Here it is. He called around six o’clock.”

Tom Dawson’s name and phone number were on the little slip of paper.

“That’s funny,” Amy said, digging through her purse for her cell phone. “He has all my work numbers. I wonder why he called me at home?”

She found her cell phone and stepped outside onto the back porch, pulling the door firmly shut behind her – and realizing even as she did that she had gone to the porch for privacy, not a better signal. In the same instant, she recognized that she was excited, and she deliberately made herself slow down, calm down as her thumb pressed the numbers on her phone.

Tom answered quickly. “Hello?”

“Hi. It’s Amy. Amy Cieolara. Did you call earlier?”

“Right, I did. Hey, you left your umbrella in the plane yesterday.”

Amy’s memory flashed back and remembered that, yes, she had taken an umbrella because the forecast had called for late afternoon showers, which never came. And, yes, she had completely forgotten about it as she had walked away from the plane under sunny skies.

“Oh, you’re right,” she said. “I did. I’m sorry–”

“No, it’s no problem. Anyway, I thought I might … you know, swing by and drop it off.”

“Swing by? Here?”

“If you’re not, you know, busy or something.”

“Well, I just got home–”

“If it’s not, you know, convenient …”

She realized from his hesitations and his you-knows that – to her own amazement – he was just a little nervous talking to her. This ex-Marine, this man who had faced death in combat, this pilot whose physical courage had surely been tested many times – nervous talking to her. And she felt herself being warmed and charmed by that.

“If you’d like to come by … that would be all right,” she heard herself saying.

“Okay, great. I’ll be there in ten or fifteen minutes – if that works for you.”

“Sure. Do you have the address? Do you need directions?”

“Nope, I’ll find you,” he said. “See you in a bit.”

She went back into the kitchen and told her mom.

“He’s coming over.”

“Who is?”

“Tom Dawson!”

“Oh, but Amy, the house is a mess,” said her mother, and instantly began to neaten things.

“Mom, he’s just dropping off my umbrella! Stop! Anyway, it doesn’t matter! It’s no big deal!”

She tossed back the rest of her wine then and flew into the living room, where indeed her father had scattered the sections of the newspaper everywhere and her children’s video games and DVDs littered the floor. Ben and Michelle themselves looked like lumps in front of the television; not even couch potatoes, but worse: carpet potatoes.

She opened her mouth to say something, then stopped herself. She made herself take the advice she’d given her mother. After all, he was dropping off an umbrella. What did it matter?

It matters because I like him, said an inner voice. And what mystified her was that, until now, she had completely hidden away from herself any attraction to him. She did know that she had thought about him a number of times since they had met. Not girlish daydreams or anything like that – mainly just curiosity. She knew he was unmarried; she had asked him point blank one time when they were flying, and he had told her. But that was about all. He kidded a lot in the plane, and talked about instruments and weather and so on, but in fact said very little about himself. Meanwhile, she had blabbed all kinds of things about her own life. He always listened politely, his reactions to what she said mostly hidden behind his Ray-Ban sunglasses. Now he was coming to her house, and she felt an unexpected – and somewhat unwanted – anticipation.

Amy began picking up the sections of the newspaper and straightening pillows on the sofa, while her mother followed her with a plate and a fork saying, “Here, eat something!”

The doorbell rang. Amy answered it, and there he was, umbrella in hand. No sunglasses, a rarity. He had nice eyes, she realized. Sky blue, appropriately enough.

She opened the screen door and stepped outside, saying, “Thank you for bringing this over. I’m sorry to trouble you.”

“Oh, it’s no problem. So you were working tonight?”

“Right. It never ends. The workload, I mean.”

Zelda appeared at her daughter’s shoulder.

“Mom, this is Tom,” Amy said, “Tom Dawson, the pilot.”

“Oh, how do you do?” asked Zelda.

“Very nice to meet you, ma’am,” said Tom.

Then, to Amy’s horror, her mother asked, “Would you two like some lemonade?”

Amy shot a look that said, Mom, I’m not twelve! And aloud: “Or maybe Tom would like a beer, or a glass of wine or something.”

“No, no,” he said, “lemonade would be just fine. Thank you.”

“Well, both of you have a seat,” said Zelda, gesturing to the old-fashioned swing suspended from the porch roof. “I’ll bring some right out.”

The swing had big fluffy pillows, which were comfortable but severely reduced the available space on the seat, and after they sat down, Amy was astonished at how close he was. He, too, seemed uneasy at the closeness, and he set the umbrella on the cushion between them, almost as a dividing line.

“So … do you live close by?” Amy asked.

“Not far.”

He described his neighborhood, and she knew where it was – a basic neighborhood of unpretentious houses a generation newer than her own. She tried to imagine what his house might look like, and into her mind popped an image of a yard and dwelling resembling a miniature Camp Lejeune. She almost laughed, but held herself to a smile.

“What are you smiling about?” he asked, as he also grinned even though he did not know the source of the humor.

“Nothing,” said Amy. “It’s just a nice evening. Did you have any trouble finding the street?”

He had not. At the curb was his car, a jet black Ford Mustang that looked as if it could set the pavement on fire. This must be his toy, she decided, because he always drove a clean but older pickup truck to the airport.

Zelda brought the lemonade on a tray, and Tom stood to take the two tall glasses, handing one to Amy.

“Would you like to sit down, ma’am?” he offered.

“Oh, no, I have things to do – like find where my husband wandered off to. And please call me Zelda.”

They sipped their drinks and talked, and they both began to relax. He opened up just a little, told her that he had not been born in North Carolina or anywhere in the South, but in Alaska. His father had been a bush pilot, operating out of some tiny airstrip east of Fairbanks. His mother had run the local post office, and his father, among the many duties of a bush pilot, delivered the mail to places where there were no roads. Tom had first handled the controls of a plane when he was nine years old, and had repeatedly and somewhat illegally flown solo as early as his fourteenth year to help out his dad, who suffered bouts of ill health. At age seventeen he was certified as a private pilot. At nineteen, a year after his father passed away, he joined the Marine Corps.

The more he talked, the more Amy liked him – which was the opposite of the last few guys who had exhibited any romantic interest in her. Tom tended to pepper whatever he said with his wry wit, while his matter-of-fact speech never suggested that any of the many adventures in his life were the least bit special or out of the ordinary.

And yet, just as she had concealed from herself her initial attraction to Tom, so too her mind tonight had now tricked her into ignoring an unpleasant fact about their circumstances. The longer she sat next to him, the more she enjoyed listening and talking to him, the greater that fact pressed on her, though she did not at all want to acknowledge it.

Then they began talking about food, about restaurants. Tom was clearly working up to something – and clearly he was liking her more as well.

“Say, do you like soft-shell crabs?” asked Tom.

“Yes! I love soft-shell crabs.”

“Well, son of a gun, I just happen to know of a great place over on the coast that does soft-shell crab like you’d never believe. And I happen to know an excellent pilot who has a spiffy red airplane and who even has a few bucks in his wallet for gas. What would you say to flying over to the coast this Saturday and have a little crab dinner? Have you home by midnight. What do you say?”

Her eyes watered. Amy opened her mouth to say, Yes, I would love to, but instead heard herself saying, “I can’t.”

“If Saturday doesn’t work, what about Sunday?”

“It’s not that. I can’t go out with you, Tom.”

“Mind if I ask why?”

She reached across the umbrella and briefly touched his hand.

“Please understand I would like to. But … it’s business. We have a business relationship. You’re a vendor, and I’m a customer – of my company, that is. There is an ethical line there that I would be afraid to cross.”

He truly looked deflated – as if someone had taken ten pounds of air out of his tires.

“Do you actually think anyone would care?” he asked.

“These days, Tom, you never know. I’m the president of the company. I approve your invoices. Anymore, just the appearance of impropriety is enough to kill a career. The rumors can be more destructive than the facts. And for me, a woman … I have to be very, very careful.”

Tom nodded solemnly, set his lemonade glass on the porch floor, and got to his feet.

“Well, it’s all right,” he said, “I understand … I guess.”

Amy stood up and said, “I’m glad you stopped by. I really enjoyed talking to you.”

“Please say good night for me to your mother.”

He waved good-bye, stepped off the porch, went to his car. He drove slowly down the street, and she watched until the car had turned the far corner. Amy then took their glasses to the kitchen. Without a word, she wrapped her arms around her mom and rested her head on her mother’s thin shoulder.

6

Wayne Reese’s campaign to transform Hi-T through Lean Six Sigma began to gather momentum, and it did so swiftly. Wayne was eager to get everything moving, and Amy, with her interim status as president, was just as eager to show results before Nigel Furst became impatient. She was pushing everyone to get on board – though at times it felt like “herding cats.” Despite a few protestations from Elaine, the financial manager, Amy fed Wayne a steady stream of money and other kinds of support. So it all came together at a speed that almost seemed astonishing for a mature, rather staid company.

Even as the introductory presentations had been going on, Wayne had been pulling strings inside Winner corporate management. He was able to secure a few of the corporation’s most experienced LSS Black Belts to jump-start the program. These experts would lay the groundwork while Hi-T’s own volunteers were being trained. Chief among the incoming Black Belts was Kurt Konani, a man in his early thirties, born in Hawaii, who was both a colleague and a friend of Wayne – as well as being Wayne’s physical opposite. In contrast to Wayne’s shaven scalp, Kurt sported a full head of thick, dark brown hair and a bushy mustache. Whereas Wayne was tall and lanky, Kurt was on the shorter side of average and slightly pudgy. But they worked well together, and with Kurt and the other Black Belts on board, lots of things began to happen, especially at Oakton.

The sun was a vivid orange disc on the horizon when Murphy Maguire drove up the access road to the Oakton plant. In that early morning light, something caught his eye. He saw a white SUV parked next to the Dumpsters. Leaning against one of them was a ladder. Murphy stopped his car to see what was going on – and a moment later observed that someone was inside the Dumpster poking around. With the thought of industrial espionage crossing his mind, Murph flipped open his cell phone and pressed a speed-dial number for plant security.

“Suggins, this is Maguire. I need you and all available guards to meet me by the Dumpsters at once. And I do mean immediately.

“Yes, sir.”

With that, Murphy tromped on the gas of his big old Chevy Suburban and zoomed across the lot, heading straight for the white SUV. He hit the brakes and came to a stop directly behind it, pointed the lens of the cell-phone camera and began taking pictures of the vehicle and its license plate.

Then he got out of his car and called to the figure crouching in the Dumpster and apparently rooting through the plant’s trash:

“Excuse me, is there something I can help you with?”

Wayne Reese stood up. Murphy blinked in surprise.

“Hey, good morning, Maguire!” Wayne said cheerily. “Hold on one second; let me just finish making a couple of notes.”

He crouched down in the trash again, concealing all but his cue-ball shaven head. Just then, from around the corner of the plant came Suggins and another uniformed guard speeding toward the Dumpsters in a golf cart. Maguire flipped open his phone one more time to call off the cavalry.

“Suggins, it’s Maguire again. False alarm. Go back inside, please.”

The golf cart promptly made a U-turn and went back in the direction from which it had come.

“Getting back to your question,” said Wayne, standing up again, “yes, you can help me by telling me what this is.”

He tossed an object down to Murphy, who caught it and turned it over in his fingers as he examined it.

“There are hundreds, maybe thousands of those in here,” said Wayne.

“Well, I cannot tell you exactly what it is, but I can tell you that it is scrap.”

“Why is it scrap?”

“Wrong color. It’s supposed to be green, not yellow. An operator pulled the wrong dye from the rack.”

“Well, good,” said Wayne. “At least we know the cause. That’s another opportunity we can target.”

“If you don’t mind my asking, what are you doing out here? When I first saw you, I thought you might be some kind of spy.”

“I am a spy,” said Wayne, coming down the ladder. “I’m gathering intelligence. By analyzing what’s in the trash, I get an idea of what kind of waste this plant produces – of the kind of money we are throwing away, just to have to pay someone to haul it away.”

“Um, I hope you do not think this kind of thing is typical for us. I remember this incident, and I can assure you that the operator who made the mistake has been disciplined. He got a two-day suspension without pay and a formal warning that he could be terminated if an accident like this happens again.”

“That’s not a solution,” said Wayne.

“Excuse me?”

“Unless the accident happens because of outright negligence or sabotage, you really shouldn’t blame the worker. That solves nothing. Instead, I would recommend poka-yoke.

“Poka-what?”

Poka-yoke. It’s Japanese. It means to make something mistake proof. Fail-safe. The operator grabbed the wrong dye because the way the work area and the process were set up enabled him to make the mistake. That’s something we should look into.”

At first Murphy just stared at Wayne. He instantly and completely understood the essence of what Wayne had just said. On the other hand, here was this outsider – a damnyankee outsider, no less – digging through the trash in order, as Murphy felt, to find fault. It was rude; it was offensive somehow. Yet the man was operations manager – Murphy’s superior. Wayne had the authority to go and do pretty much whatever he felt should be done. And Murphy truly hated this. Not Wayne per se, but the meddling. By instinct, Murph was not about to concede anything to him.

Wayne also said nothing more for the moment, but got his ladder from the side of the trash receptacle and stowed it in the back of his SUV. By the time Wayne had closed the tailgate, Murphy had concluded that for better or worse he was going to say something.

“Mr. Reese–”

“Murphy, you can just call me Wayne.”

“Mr. Reese, do you know how I came to be called Murphy?”

“Because your family is Irish?”

“Actually, my family is descended from both Scots and Irish, and my great-grandmother was Cherokee. In any case, Murphy is not my given name. It was a nickname given to me years ago when I was a supervisor on the M57 Line. On my desk was a placard etched with the words of Murphy’s Law.”

“ ‘If anything can go wrong, it will,’” quoted Wayne, folding his arms across his chest.

“Yes, and I quoted those words so often that they all started calling me Murphy. So it became my name. But I’d like you to know that when I became a manager on the M57 Line, we had a reject rate of as high as forty percent. Within a few years, we had reduced rejections to four percent, and these days, on average, rejects run two percent or less. I accomplished that by pounding it into everybody’s head that if something is a statistical possibility, then at some point it will occur. And little by little, year by year, we eliminated all the things that could go wrong.”

“So your point would be?” asked Wayne, feeling now as if he were being lectured to.

“I may not know all the Japanese names you use, but I do know how to get things done in my own way.”

Wayne shifted uncomfortably from foot to foot and looked out into the emptiness surrounding them and said, “Tell me, Maguire, do you consider a two-percent reject rate to be acceptable?”

“In all honesty, given the number and variety of challenges we currently face here in Oakton, reducing two percent rejection on M57 is not my highest priority.”

“And suppose some part of that two percent gets into a Navy aircraft and fails?” asked Wayne. “Suppose we miss a defective part and it goes into somebody’s car or truck, fails, and there is an accident that kills people? And then in addition to the tragedy itself, there is a lawsuit against the company. Is that acceptable?”

“We do everything possible to prevent that.”

“Uh-huh. Let me tell you something, Maguire, with me as ops manager, settling for anything less than perfection on any process is unacceptable,” said Wayne. “Only continuous striving for the sixth sigma of quality, only that is acceptable.”

In silence, Murphy crossed his own arms over his chest, and the two men just stood there for a second eyeballing each other. Wayne, first to break the stance, then turned to his vehicle, and as he opened the driver’s door, spoke to Murphy over his shoulder.

“I’ll meet you inside the plant, Maguire. I want to get to know Oakton from one end to the other, and I’d like you to tour with me – unless you have something more urgent, of course.”

Wayne’s white hybrid quietly, almost noiselessly, then drove off and circled around to the main parking lot. Murphy, rather unquietly, to absolutely no one except himself, said something unrepeatable, then got into his gas-guzzling Chevy and followed, and he drove a bit faster than necessary.

Inside the plant, Murphy mooched a cup of coffee from Jayro’s pot next to the Cooler. He drank it slowly as he scrutinized the worksheets for the day, and then tracked down Wayne Reese, who was at the head of the M57 Line. As Murphy approached, he saw that Wayne was having a word with his new LSS Black Belt, Kurt, and they were speaking in such hushed tones Murphy wondered if they were lip reading each other. Against his own nature, but from respect for the privacy of their conversation, Murphy slowed and was just shy of being able to hear what they were saying, when they both immediately stopped talking and turned to him.

“Don’t let me interrupt,” said Murphy.

“No problem,” said Wayne. He then clapped Kurt on the shoulder and Kurt walked away.

“So, what can I help you with?” asked Murphy.

“Everything,” said Wayne.

“Everything?” asked Murphy. “Well, that’s a lot.”

“It’s going to be a busy day.”

“Yes, we have six shipments to get out the door, fourteen new orders ready for production, and eighteen orders in between, in various stages of completion.”

“If you have to break away at some point, go ahead,” said Wayne, “but I intend to get to know Oakton from one end to the other, and I’d appreciate your being with me as much as possible.”

“Mr. Reese, I will show you anything you want to see, and tell you anything you want to know. But I can save you a lot of time if you will just listen to me for a moment.”

Wayne put his hands on his hips and said, “Go ahead.”

“The main key to the throughput of this plant is a large piece of equipment that we affectionately call Godzilla.”

Wayne chuckled and asked, “And why would this single piece of equipment be the key to the plant’s output?”

“Excuse me, sir, but the important word here is throughput, not output.”

“Throughput, output – what’s the big deal? They’re interchangeable,” said Wayne.

“Sorry, but not in my vocabulary,” said Murphy. “Output would refer, for instance, to the quantity of product produced. Throughput refers to the rate at which we make money by means of producing and selling the various products that customers buy.”

“Again, what’s the difference? Output translates into sales!”

“Well, I beg to differ, sir. Just because an item has been produced does not mean that money has been made.”

“All right, all right,” Wayne said, conceding the point. “I have to agree with you. Actually that’s an important concept within Lean – that nothing should be produced until a customer wants it and will pay for it.”

Murphy smiled, thinking that perhaps he and Wayne were communicating.

“So it is the performance of this one piece of equipment, Godzilla, that determines the performance of the company’s entire manufacturing system,” said Murphy.

“Now wait a minute,” said Wayne. “Why would that be?”

“Because Godzilla is the primary constraint of the system.”

“The constraint? So you’re saying that this ‘Godzilla’ machine constrains the entire system, is that it? You’re talking about a problem operation?”

“Ah, well, no, sir, Godzilla is not a problem at all. In fact, Godzilla performs exceptionally well – at the peak of its efficiency – because we keep it superbly staffed and maintained.”

“Then why is it a constraint?”

“Here’s the thing: All resources have their limits,” Murphy said. “Therefore, all resources could be constraints within the system. But there is – or at least should be – one constraint within the system that acts as the primary constraint.”

“What do you mean by ‘should be’?” asked Wayne. “And why in the world would a manufacturing plant want a – what did you call it? A primary constraint?”

“To balance the flow,” said Murphy.

“That is what we are going to be doing here by applying Lean,” said Wayne. “We are going to balance capacity – what’s the matter?”

Murphy, struggling to be polite yet assertive, was all but twitching.

“No, sir, that is the last thing that you want to do!” said Murph. “You want to balance the flow, not the capacity! And to do that effectively, you want a primary constraint!”

The expression on Wayne’s face showed he was losing patience with what he perceived to be Murphy’s mumbo jumbo.

“If you will bear with me, sir, for just a few moments longer,” said Murphy, “let’s go back to the word throughput.

“All right,” said Wayne.

“As I said, ‘throughput’ is a measure of how fast we are making money. Ultimately, that is what we are here to do, is it not? To make money?”

“We are here, Maguire, to satisfy and delight our customers,” said Wayne. “That is our ultimate purpose.”

“Oh. I thought the whole point of running a business was to make money. Perhaps I have been mistaken all these years.”

“Well, of course the business is supposed to make money!” said Wayne in exasperation. “And we make money by satisfying and delighting our customers!”

“The trouble is, Mr. Reese, I rarely see a customer in here. Certainly not on a daily basis. I have no way of knowing whether they are satisfied and no way to measure their delight. So I just keep my eye on the dollars.”

“How do you know … ?”

“How do I know what the numbers are? I use a computer. I look them up. By the way, there are two other key measurements that are very important. There is operating expense – money spent on payroll, maintenance costs, and so on. And there is what I call inventory and investment. For the short term, inventory is the one that is important. Inventory, as a set of numbers, includes all of our raw materials and work-in-process – all the money that we intend to transform into throughput. Investment, of course, is capital – money that buys equipment and other assets that enable us to turn inventory into throughput. Are you following me, sir?”

Wayne shrugged his shoulders. “Sort of.”

“It is the relationship between those measurements that tells me how well we are doing. Over time, I want to see throughput go up. That is, I want to see increases in the rate at which we are turning inventory into completed sales. I also want the amount of inventory that is needed inside my plant here to be only what is sufficient to service the primary constraint at all times. And I want our operating expenses to become lower and lower relative to the money being made in throughput. Finally, I do not want to see the level of required investment in machines and so on increase. In other words, I always want to be striving to do more with less.”

Puzzlement was all over Wayne’s face, and he said, “Well, if I understood you correctly, that’s not at odds with Lean. Tell me, where did you come up with all this?”

“From a book. A novel, actually.”

“A novel? What was the name of it?”

“It was called The Goal. Written quite a while ago by two guys … I forget their names.”

The Goal. I’ve heard of it; never read it,” said Wayne.

“Anyway, our former president, B. Donald Williams, sent a copy to me years back when we were having a lot of inventory and expediting problems here at Oakton. After I read it, B. Don and I put our heads together and figured out that the bottleneck – the ‘Herbie,’ which you would understand if you read that book – was this piece of equipment we call Godzilla. And once we realized that and exploited the constraint–”

Exploit the constraint?” asked Wayne, staring with incredulity at Murphy.

“Yes, sir. You see, you must exploit the constraint and make all other processes subordinate to it–”

“All right, Maguire,” said Wayne. “I don’t think we’re getting anywhere with this conversation. Why don’t you show me this problem operation, this Godzilla, whatever it is.”

“It is not a problem operation! I assure you of that, sir!”

The two men strolled down the aisle together, along the M57 Line and through Lamination, past the curing racks and the staging area where batches were made up. And eventually they came to stand before one of the biggest, and one of the ugliest pieces of equipment that Wayne Reese had ever encountered in a manufacturing plant.

“This,” said Murphy, “is Godzilla.”

“Well, it sure is a monster. How could something that big be a constraint?”

“Because of time, Mr. Reese. Time within the overall flow. That is why we subordinate all other processes to Godzilla. Because the productivity of the ’Zilla determines the productivity of the entire production system – and so determines our throughput.”

Wayne was barely listening.

“Okay, I think I kind of see what’s been going on here,” he said to Murphy. “Look, I don’t know what you’ve read or what kind of coping mechanisms you’ve used in the past, but I promise you that Lean will be a much more elegant solution to all the issues you have raised. Trust me, Lean and Six Sigma are going to solve all your problems and revolutionize this plant. Once we apply LSS, this plant is going to be tight as a drum. Variation on all processes is going to be so minimized that for all practical purposes it won’t be a factor. Now, it’s not going to happen next week, or the week after, or next month or even next year. But it will happen, and when it does, Maguire, you’ll be amazed.”

“I do hope you are correct. But I must caution you. We do have a system that works. It might not be perfect, it might not be elegant, but it does work. If you go a-messin’ around with things–”

“Now, listen, Maguire. Because I want us to work together. Improvement requires change. Improvement means change. I know you’re accustomed to doing things in a particular way. That is not the way they will be done here in the future. Once we balance the line from one end of the plant to the other there will be no bottlenecks and whatever problems you’ve been having with this Godzilla thing will just be a memory. Everything will run to takt time, like a marching band in a parade.”

“I’m sorry, but … takt time?”

Before Wayne could answer, a red light on top of Godzilla began to flash and a siren went off. Workers leaped into place and began putting on ear protection and heavy gloves. They stood ready, like a pit crew at a NASCAR track as a race car was about to come in.

“What’s going on?” asked Wayne.

“It’s the end of a soak,” said Murphy. “They’re going to offload what’s been cured inside the belly of Godzilla and then reload it with the next batch.”

Richy, the day-shift supervisor for Godzilla, approached with earplugs for them.

“You’ll want to put these on,” Murphy said, taking a set of plugs and handing another pair to Wayne. “This is going to be loud.”

Richy then went to his control console, picked up a microphone to the plant public address system, and his voice went booming through the entire plant.

“Attention all personnel. Godzilla is ready to vent. I repeat: the ’Zilla is about to vent. Please synchronize. Please synchronize.”

Rich then hung up the microphone, turned a handle on the control console – and Godzilla roared as the hot gases within were purged.

7

“Tack time?” asked Zelda.

“No, it’s called takt time,” said her daughter. “It comes from a German word that means ‘time beat’ or ‘clock cycle’ or something like that. It’s time available to work divided by demand – the time available to make the product divided by the units needed. If customer demand called for eight units of something per eight-hour day, your takt time would be about sixty minutes per unit.”

Zelda made a face and said, “I’m glad you understand these things.”

It was Saturday afternoon at Amy’s house, and everyone in the family – except for Harry, who was napping – was in the basement dealing with the chore of laundry. Amy was sorting the clothes, Michelle was transferring wet clothes from the washer to the dryer, Zelda was folding towels, and Ben was very reluctantly learning how to iron.

“Anyway, the point I was trying to make,” said Amy, “is that Wayne Reese is practically living at the plant these days trying to figure out how to get it to run close to takt time. And when he gets it right, we will save a huge amount of money. At least, that’s what he’s talking about. Then I’ve got it made. Based on what he’s whispering to me, we should easily beat the numbers that Nigel Furst wants us to make. If that happens, I think they’ll probably make my position permanent rather than interim. And they’ll also probably give me a nice bonus – which means I can take all of us on a cruise to someplace like, say, Hawaii next year.”

This got Ben’s attention. “Whoa! Mom, are you serious?”

“Yep.”

“All right!” said Michelle. “Let’s hear it for takt time!”

“Well, don’t count your chickens before they’re hatched, dear,” said Zelda.

“Right, but Wayne tells me that Murphy Maguire’s operation has a lot of slack in it – a lot of idle machines, a lot of people not working at a hundred percent.”

“Ah, what a shame,” Michelle said sarcastically.

“Well, if you’re paying people to work,” Amy told her, “then you expect them to stay busy – and not be standing around like a certain brother of yours.”

“I think the iron is too hot!” Ben protested. “It’s burning the cloth.”

“Could it be that you’re not moving it fast enough?” asked Amy. “Anyway, it’s kind of puzzling, because my old boss, B. Don, was forever saying how good Murphy was as a plant manager, and how they nailed down something called a ‘Herbie,’ whatever that is, and how shipments became predictable and inventories went down. Of course, Maguire must be slipping, because we’ve had a lot of complaints from customers about late shipments.”

“If he’s not doing the job,” said Zelda, “maybe you’ll have to replace him.”

“Wayne wants to give him a chance. But I’m not sure. I find him to be pretty annoying at times. In any case, Wayne insists there are a lot of opportunities for improvement out there at the plant. A lot of ‘low-hanging fruit,’ as he called it. Once Wayne balances the line and gets everyone loaded to takt as much as possible, we should start recording some quarters that’ll have Peter Winn doing cartwheels across his oriental carpet.”

Zelda was once again perplexed.

“Balance the line?” she asked.

“Right,” said Amy. “Capacity costs money, and if you don’t need it, it’s wasted money. It’s muda, according to Wayne. So you want to balance production – workers, equipment, and inventory – against customer demand. Which is where takt time comes in.”

Now Zelda was doubly perplexed.

“Here, Mom, let me try to explain it. For example, take laundry–”

“Please!” said Ben.

“Thank you, Henny Youngman, and keep moving that iron. Anyway, Mom, think about laundry as a process. It has steps and each step has to be completed before the next can be started. First, we bring the dirty, smelly clothes from the hampers upstairs to the basement. Next, we sort the clothes, lights from darks, and so on. Then we set up the washer – load the clothes, add the detergent, set the cycle, and start the washing machine. Ah! But then comes Michelle’s favorite part of laundry: the dryer!”

“Yes, waiting for the dryer to finish,” said Michelle. “It’s so ex-citing!”

“It is, isn’t it? Then we do the last steps: ironing, folding, and distribution – taking clean clothes in neat stacks back upstairs and delivering them to the appropriate customers.”

“Making sure my sister’s socks don’t end up my drawer,” said Ben, “like they did last week.”

“Good you mentioned that,” said Amy, “because, yes, it all has to be done with quality and safety – reminding Michelle not to mix red shirts with white sheets, and teaching Ben not to burn his fingers on the iron or put in more wrinkles than he takes out.”

“And your point would be … ?” asked Michelle, clearly bored.

“My point, smartie, is that this whole laundry process is a value stream – turning dirty, rumpled, stinky clothes into clean, wrinkle-free, nice-smelling clothes ready on time to start the new week. So let’s say this laundry operation of ours was a business, and the basement here was our little factory. What would we want it to do?”

“Make money,” said Michelle.

“Right, of course,” said Amy, “but as for the factory itself, wouldn’t we want it to be efficient? Wouldn’t we want it to run smoothly with minimal effort and minimal waste? Wouldn’t we want the whole laundry process to get done in the least amount of time?”

“You’ve got that right,” muttered Ben.

“And,” Amy continued, “we would want output to be equal to demand. In other words, we don’t want to do any more laundry than necessary, but we also don’t want dirty laundry piling up or a shortage of clean clothes. Therefore, we want the amount of work being done by us, the laundry workers, to be exactly equal to the weekly demand for clean clothes from us, the laundry customers. Now, takt time–”

“Finally!” said Michelle.

“Takt sets the pace of production. It’s the maximum allowable time to finish each step and pass along the product to the next step. So let’s say Wayne Reese was running this laundry operation,” said Amy. “What Wayne would do is study the laundry process and keep good statistics on each step. Then he would balance the line to takt time so that each process would be running continuously and everyone working on the laundry line would have just enough to do to be fully productive, but still meet demand for so many baskets of laundry per hour … or per day or whatever.”

Michelle stared at her mother with an expression of bewilderment on her face.

“What’s the matter?” Amy asked her.

“You say the washer, the dryer, and the iron – they’re all going at the same time?”

“Yes. What’s wrong with that? Wayne would set things up so that the laundry doesn’t sit in big piles. There would be a steady flow set to the pace of takt time. You know, like just as soon as Ben empties the ironing basket, the dryer stops and there are more clothes to be ironed.”

“Mom, are you serious?” asked Ben. “Oh, man, that sounds like a bad dream.”

“Don’t worry,” his mom said, “Wayne would set the pace so you’re not worn to a frazzle. But everything would be synchronized. As soon as the washer was empty, there would be more clothes sorted and ready to go in. Do you see what I mean? Everything moves like ca-chunk, ca-chunk, ca-chunk … in time with everything else. And it’s all pulled by demand. Like, upstairs, there would be a min-max level on each type of clothing. You get down to three pairs of underwear, the system sends a signal to the basement to wash more underwear.”

“With all due respect, Mom, what planet are you on?” asked Michelle.

“What is so hard to understand about this?!” Amy said. “How have I managed to raise two kids who have no vision? No imagination?”

“But, Mom, what about the dryer?” asked Michelle.

“What about it?”

“The dryer always takes longer than the washer. Everybody knows that! Like twice as long if it’s got a full load,” said Michelle. “The laundry would go ca-chunk, ca-chunk, ca-STOP! Because the washer is finished, but the dryer still has half an hour to run.”

Amy’s brow compressed as she considered this.

“She’s right,” said Zelda. “What would Wayne do about the dryer?”

“All right, I admit the dryer would be a headache,” said Amy. “But Wayne would come up with some kind of solution. Like maybe he would install a second dryer so that each one has half a load and finishes quicker, in synch with the washer.”

“Two dryers?” asked Michelle. “Isn’t that like twice as expensive? Twice the electricity? Isn’t that muda? And if you only do half a load in each dryer, isn’t that more muda?”

“Well, yes … but wet clothes waiting in the washer, that’s muda. And your poor brother standing idle waiting for more clothes to iron, that would be muda, too. I guess Wayne would have to figure out which way is the lesser muda and go with that …”

Then a thought occurred to Amy.

“Oh, hold on! I’m sorry. Just forget the laundry example. Because the way I described it? That’s what’s called batch and queue. Wayne doesn’t like batch and queue. That’s the old industrial mind-set.”

“Amy, dear, how else can you do laundry?” asked Zelda.

“Wayne would invest in new technology. Instead of doing laundry by the washerload – which is a batch – and having baskets stacked up waiting to be washed and dried, Wayne would strive for one-piece flow.”

“You mean we have to do the laundry one shirt at a time?” asked Ben. “We’d never finish! I’m serious, Mom, I’m going to have nightmares!”

“Now, come on!” said his mother. “Try to envision a better way! Maybe Wayne installs some kind of high-tech laundry chute connecting the upstairs to the basement. Maybe it’s automated, so that there’s no hand-sorting, and the laundry goes right into the washer and a sensor identifies the fabric and gives each piece its own perfect treatment with just the right temperature and the right amount of detergent. Maybe there is no washer as we would think of it; maybe the clothes are cleaned by ultrasonic waves rather than soap and water. Maybe there is no dryer, because the clothes aren’t wet!”

“Sounds great, but won’t that take years and cost billions of dollars?” asked Ben.

“Yeah, is this going to be ready in my lifetime?” asked Michelle.

“All right, all right,” said their mother, frustrated by now. “Let’s just forget about it.”

“Mom, you got us into the laundry business. You can’t just walk away,” said Ben, kidding with her. “You’ve got to manage it.”

Amy gritted her teeth.

“Okay. Fine,” she said. “Let’s assume Wayne is stuck with a dryer that takes twice as long as the washer. In that case, the way he would balance the line is by shifting people around so that everyone stays busy all the time. Or maybe he would determine that the laundry line doesn’t require four people. Maybe demand only calls for three people on the laundry line.”

The instant Amy said that she regretted it, because Michelle’s eyes popped.

“Mom!” Michelle said. “Can I get laid off?”

Ben’s hand immediately shot up. “No! Me! Pick me! I want to get fired!”

“Sorry,” said their mom, “but it is stated in the Cieolara family contract that all kids must help do laundry. If anyone is going to be laid off, it’s going to be Grandma.”

“Oh, I don’t mind helping,” said Zelda.

“And once Grandma retires from laundry, I’m next,” said Amy.

But then she looked at Michelle and saw a devilish gleam in her daughter’s little eyes.

“Hey, Mom, I’ve got an idea,” said Michelle. “And I mean this one is big.”

“I’m listening.”

“What if we set up the laundry so that it wouldn’t take four people, or three, or even two? What if we could do everything with just one person?”

Ben was immediately on her wavelength. He grinned at his mother and began slyly pointing at his sister.

Amy folded her arms on her chest and said, “No way. I know what you’re trying to pull. You’re just trying to get out of laundry duty.”

“But Mom!”

“No. You’re both doing laundry and that’s final. The boss has spoken.”

“Mom, listen!” said Ben. “Suppose we add up all the minutes for all the steps and it turns out that we can balance one person’s time against the dryer’s time – which is like at least an hour. What if it turns out that one person really can do it all. Wouldn’t it make sense to give it a try?”

“And we can take turns,” said Michelle. “Ben can do laundry one week and I’ll do it the next!”

“Right!” said Ben. “That way we’ll both be doing laundry, but only half as much!”

Amy looked at Zelda for a reaction, and Zelda simply shrugged her shoulders.

“I know you’re trying to give them a work ethic,” said Zelda, “but if they can really do it on their own … in half the time …”

Considering this, Amy turned to her kids and told them, “Now listen. It has to be a quality job. I’m not going to accept either of you rushing through it just to go watch television.”

“Of course! We’ll be careful,” said Michelle.

“I have a bad feeling about this,” Amy muttered. “But … show me how efficiently you can work, and I’ll think about it.”

Instantly the pace of ironing and folding picked up.

“Mom,” said Ben, “I have one more question.”

“Yes?”

“If we’re going to treat laundry like a business, when am I going to get a raise?”

“Just as soon as I get one,” said his mother.

“Well, Jayro, get out the plywood and start a-nailin’ because Hurricane Wayne is about to blow.”

“How come you say that?” asked Jayro, adding a nice heap of rice to his gumbo.

“The Black Belts have determined that many of our fine workers are underutilized,” said Murphy Maguire.

“Under-what?”

“Underutilized. That was their exact word. And therefore, they intend to balance the line.”

“Balance the line? What does that mean?”

“It means woe and trouble, or so my gut tells me. But, as Wayne Reese explained it to me, a balanced line means production in which capacity is equal to demand – exactly just enough people, equipment, materials, and time to do the job. Each and every process along the way is balanced with respect to all the others so that theoretically the flow proceeds with minimal waste. Too few resources and the process – whatever it may be – will not deliver to the next process on time, and quality may be sacrificed in the hurry to catch up. Too many resources – which is to say more capacity than necessary – drives up costs, and that means higher prices or thinner profits or both. By the way, your wife’s Louisiana upbringing is shining through today. The gumbo is superb.”

“Thanks. I’ll tell her you said so.”

“She must’ve kept you out of the kitchen,” said Murph, “because the spicing is just right.”

“As a matter of fact, she did,” said Jayro as he rained Tabasco over his bowl.

They were as usual for a Monday at midday in the drab, windowless toolroom that was all but forgotten by everyone else in the plant. At the center of their table was a pot with the gumbo and another pot with the rice. Behind those was dessert: a fresh peach pie with a sugary crust, which Murphy had brought.

“So if you balance the line, what happens?” asked Jayro.

“If you balance the line, the Black Belts claim, everything is just right – materials arrive just in time, and they leave each process exactly when the next process is ready for them. Waiting times, expenses, waste – all are reduced and minimized. Everything is flattened out.”

“Doesn’t sound bad to me, Murph.”

“Oh, it sounds just fine and dandy.”

“Then why are you against it?”

“Because the world is not flat.”

“Say what?”

“Go into nature, Jayro, and perfectly straight lines are difficult if not impossible to find. Look at the ocean and the horizon may seem like a straight line, but in reality that flat surface curves. There are waves. Variation. Distribution across a range of values.”

“But, Murphy, we are not at the beach. We are at a modern manufacturing plant. A controlled environment. One of our major jobs here is to produce consistent results. Straight lines are not impossible.”

“Even when a line looks straight, it wiggles and bends if you get close enough. There is variation, always. We do not eliminate variation here; we manage it. And then there is demand. Demand is never one constant value. There are waves in demand. And capacity must be sufficient to accommodate those waves – or losses of time and money will result. What Wayne and his Black Belts are not taking into account is the extreme difficulty of creating steady uniformity. Just to show you what they do not comprehend, they are treating Godzilla as if it was the same as any other process.”

“You’ve explained to them that once an autoclave is loaded there is no speeding it up? That temperature and pressure must remain steady for a specific time? That the time can vary from one hour to almost an entire day depending on what’s being made?”

“Yes, I’ve tried. I’ve spoken at length to Wayne Reese, but he is undaunted. He had complete faith in his Black Belts and his LSS methods. So the production line will be balanced. Our workers will be utilized to the maximum. And we are going to ‘save’ all kinds of money as a result.”

“So what are you going to do?” asked Jayro.

“Hope that they offer me a good severance package.”

“You’re serious?”

“No. And yes,” said Murphy. “But in the meantime, since I cain’t beat ’em, I intend to join ’em. I am signed up to go to black-belt school.”

“You? Isn’t that like weeks, maybe months of training? Who’s going to run the plant while you’re away?”

“Wayne Reese himself is going to take command. He will be assisted by his trusty Black Belts and I also volunteered you.”

Jayro shook his head in annoyance and reached for the peach pie.

“Gee, thanks, Murph. Trouble is on the way and you put me in the middle of it.”

“You’d be in the middle of it anyway.”

“Well, it’s going to look great right there at the top of my résumé. ‘Performed as assistant plant manager, during which time the plant saved so much money it went out of business.’ Maybe I’m the one who should be going to black-belt school.”

“Your day will come. They’re going to train me first, then you’ll go next. In the meantime, it’s been suggested that you do the green-belt training, which is quicker.”

“Murph, if you don’t believe in this LSS stuff, why are you signing up for it? And why are you pushing me into it?”

“Worst case scenario, it’ll look nice on both our résumés,” Murphy said with a grin. “But really, it’s not that I don’t believe in all of it. Based on everything I’ve heard and read, LSS does have its good points. The tools you learn are excellent and worth knowing. The core ideas are very interesting and have an elegance that is not to be completely rejected. It’s the reality part of it that has me worried. Anyway, by learning to talk their talk, maybe I can inject some common sense when it’s needed.”

Jayro nodded, but Murphy was not sure if Jayro was agreeing or he just liked the pie.

“So I’m curious,” said Jayro. “What did Wayne say when you got on board?”

“He congratulated me on my profound wisdom.”

“Twenty-three hours?!” exclaimed Wayne Reese.

“Twenty-three-point-five hours, to be exact,” said Richy, the daylight autoclave manager, reading from the data on the screen in front of him. “You asked for the maximum, sir, and that’s the maximum ‘soak’ time, as we call it. Then there is another spec that calls for twenty-one hours. But the twenty-three and the twenty-one-hour soaks, those are rare.”

Looking over Richy’s shoulder was Wayne’s lead Black Belt, Kurt Konani, who would be working on a more tactical level than Wayne to orchestrate the LSS transformation at the Oakton plant. They were gathered around the autoclave control console, and with them was Jayro Pepps, filling in for Murphy Maguire, who had departed for LSS training. They were attempting to figure out takt time.

“So that’s … fourteen hundred and ten minutes,” said Kurt, raising his thick black eyebrows. “Well, what’s the minimum?”

“Um, let’s see,” said Richy, scrolling through the data. “The shortest is fifty-two minutes.”

“That’s more like it,” said Wayne. “If we could get all the jobs down below an hour, we’d be in good shape.”

“Yeah, this sounds like a job for Six Sigma,” said Kurt. “That spread from fifty-two minutes to … what was it? Fourteen hundred minutes … man, that’s what I call variation. That’s just going to kill us.”

“Excuse me,” said Jayro, “but you do realize we’re talking about a specification here?”

Kurt regarded Jayro with a blank look.

“The range from fifty-two minutes to fourteen-ten is not statistical variation,” said Jayro. “The time spent in the autoclave depends upon the job. If you want the finished product to have the chemical and mechanical properties the customer wants, then you have to leave the material in there for the full fourteen hundred and ten minutes. You can’t take it out quicker.”

The reality of the time differences dawned on the faces of Wayne and Kurt.

“In fact,” added Richy, “there is no variation to speak of within the autoclave itself. Everything is timed and run by computer, and if the spec is for fifty-two minutes, that’s exactly how long the material soaks inside the unit. Each treatment starts and stops automatically.”

“But, just to ask a dumb question,” said Wayne, “how come one treatment takes less than an hour and the next takes almost twenty-four times longer?”

“It’s whatever the good folks in Rockville specify,” said Jayro. “If the chemist in Rockville specifies twenty-three-point-five hours, that’s what we have to abide by. We do not have the authority here to change that.”

“Now, if y’all want to go talk to Rockville and get them to make the soak times all be the same,” said Richy, “that would be just fine by us. But we can’t challenge what they specify.”

“Right,” said Wayne. “Got it.”

“Well, I see what’s going on, but that sure does complicate matters,” said Kurt.

“Let’s drill a little deeper here,” said Wayne. “You said something about these long soaks being rare? How rare are they?”

Richy shrugged and said, “It depends. Sometimes it’ll be three or four months until we get one. Sometimes we get five or six in a week’s time. But that’s very unusual. Actually, that almost never happens, that we would get a lot of them in a short period of time.”

Wayne and Kurt looked a bit relieved when they heard that.

“All right,” said Wayne, “and what’s the norm as far as soak time?”

“The norm? Somewhere between two to four hours,” said Richy. “That would account for ninety-five percent of what we do here, maybe even higher.”

Kurt looked at Wayne and said, “If we calculate takt without these almost day-long soaks, we could live with four hours. And I really think we should just throw out the long soaks, because there aren’t that many of them and, I mean, they’re so far out in left field compared with just about all the others. We’ll deal with the occasional irregularity as we go along.”

Wayne scratched the back of his head and then slowly nodded.

“For now, yes, I agree,” he said. “Let’s work within the norm and try to get a handle on the whole thing, then we’ll deal with the flukes.”

“Maybe at some point in the future,” Kurt suggested, “we can persuade Rockville to take on soak time reduction as an LSS project.”

“Even better,” said Wayne, “what could we do to get rid of this monster altogether?”

As it turned out, they could do, at least in the short term, absolutely nothing.

8

For weeks the Black Belts labored in the conference room that Wayne Reese had commandeered to serve as LSS headquarters on the fourth floor of the Hi-T Building downtown. The conference table was strewn with printed photographs taken at Oakton, process diagrams, engineering drawings, notes of interviews with plant-floor employees, as well as laptops and calculators, and various morale boosters like a bowl of lollipops and a Bose clock radio, to which an iPod had been connected. Covering an entire long-side wall of the room were sheets of brown butcher-shop paper from a big roll that Wayne had personally procured. Tacked up with pushpins and duct tape, the butcher paper was covered with hundreds of Post-it notes bearing carefully lettered descriptions, and linking the notes were lines depicting an overall flow from left to right. Wayne and Kurt Konani, with other Black Belts pitching in, had meticulously constructed this, sometimes arguing with each other, sometimes joking with boyish glee as they added detail after detail.

Amy Cieolara had generally stayed clear of LSS HQ. She didn’t want to interfere – and besides that, the room had taken on a slight dormitory odor comprised of scents like Wayne’s chewing gum, Kurt’s aftershave, perspiration (the room was stuffy), and the stale aromas of fried chicken and Chinese food brought in from nearby restaurants offering takeout. But the day came when Amy was invited to come have a look at their completed masterpiece.

“This,” Wayne said with a sweeping gesture toward the wall of butcher paper, “is our value stream map, or VSM, for short. This shows every step of every process currently used to produce composite products at the Oakton plant.”

“Wow,” said Amy. “It’s …”

“Complex,” Wayne said.

He pointed out, on the left, the portion of the map indicating the purchasing and stocking of raw materials; and on the right, the destinations and customer applications of the products Oakton produced. Between the two, laid out in incredible detail, was every single step that occurred between raw materials and finished products.

“What’s with all the dots?” asked Amy, referring to the stick-on dots of various colors that adorned each of the hundreds of Post-it notes.

“Those show where value is added – or not added,” said Wayne. “The blue dots indicate a step that adds value. The yellow dots show steps in which no value is added, but are necessary due to regulation or company policy. And the red dots point out something going on that adds no value of any significance – waste, in other words.”

“There sure are lots of red dots!” said Amy.

“And just think,” said Kurt, “every red dot is a potential project for LSS.”

“Which means an opportunity to eliminate waste,” said Wayne. “So you can see the potential.”

“Yes, dozens and dozens of red dots,” said Amy. “What about Rockville? How are they coming along?”

“I have a good LSS consultant working with Sarah Schwick and her people at F&D. And I think that they’re putting together some excellent pilot projects – although this thing called ‘the loop’ that Sarah keeps complaining about is, I think, biting off more than we can chew in one year. And Viktor Kyzanski–”

“Yes, I know about Viktor. He can be evasive, passive aggressive, not to mention difficult,” said Amy. “But just don’t forget about F&D.”

“Of course not.”

“So when are you going to start making some things happen?” asked Amy.

“Soon,” said Wayne. “We’re now at the point that we can start selecting our first projects.”

“Good. Because the clock is running, and we’ve been laying out quite an investment,” said Amy.

“I’m aware of that,” Wayne assured her. “And, believe me, it’ll be worth it.”

Despite Amy’s impatience, a lot had been accomplished in the four months since Wayne had come to Hi-T. Key performance indicators – called KPIs – had been established and a lot of measurements were being taken in accordance with those. Formal statements of policy relating to LSS had been written. There had been the gigantic value stream maps. And there had been a lot of activity – events and meetings, and people by the dozens flying off to exotic Long Island where Winner had its corporate training center to learn Lean and Six Sigma techniques. It would cost tens of thousands of dollars per trained employee by the time it was all done.

The bills for LSS were certainly piling up, but this was not what really concerned Amy. The funding, some of it from corporate, was more or less within budget. However, there had been some disturbing “extras” that had been missed when the numbers were calculated, such as overtime for the hourly plant workers who were participating in LSS. There was also the drain on general performance caused by the numbers of people out of town on training. What was most troubling for Amy were the snide little comments Nigel Furst was making in his emails and phone calls about Hi-T’s performance, which was still uninspiring and problematic.

Indeed, in late January, Amy had to go to what was informally – and only half-jokingly – referred to as the “Crystal Ball.” This was when all of Nigel’s presidents had to make detailed presentations, with assessments of past performance and forecasts for the year. The “crystal ball” reference was to Nigel’s insistence on accurate predictions for the coming four quarters, and he absolutely insisted upon thorough, fully analyzed scenarios detailing the gains in revenue and income that were to be achieved. Furthermore, it was public in the sense that all the presidents were together in one room, and every presentation was video-recorded so that Peter Winn himself could watch his presidents perform. But there was another purpose to the video recordings: miss your projections on the numbers, and Nigel was likely to play back the video of your last presentation as a means of ridiculing you. In any case, each president – there were four of them in Nigel’s group – had to endure Nigel’s incisive, often critical, sometimes harsh assessments, and from what Amy had heard, he could be rather nasty about it.

As this would be Amy’s first Crystal Ball, she felt she simply could not go before Nigel without being able to assert that the Lean Six Sigma “revolution” was well under way at Hi-T. Hence, the modest pressure she was putting on Wayne Reese to keep the LSS ball rolling.

• • •

So in the first weeks of January, here they were, seated at that table. There was Amy, of course, as well as Murphy Maguire, Jayro Pepps, and Kurt Konani representing Oakton. Sarah Schwick and several others involved in LSS at F&D who had come in from Rockville. But notably absent was F&D head Viktor Kyzanski, who was off on client business.

“Good morning and welcome to what I like to call the LSS Action Presentation,” said Wayne Reese. “This is where we present our selections for the Lean Six Sigma projects that we feel will eliminate the most waste and explain what we want to accomplish, and then, of course, we ask for cooperation, and support, and permission to proceed. I know that all of us are anxious to get going.”

“You bet,” said Amy, seated in the semidarkness at the long table in the headquarters’ main conference room.

“All right, well, here we go,” said Wayne.

He pressed the button; the first graphic of the presentation appeared on the screen on the wall above the long table.

“What you see here,” said Wayne, “is what we call a ‘pick chart,’ and it’s simply a matrix divided into four quadrants. The two columns divide the projects into those with big payoffs and those with smaller payoffs. And the two rows further divide the projects into those that will be easy or fast to implement, and those that will be harder or more expensive or take a long time to implement.

“Now both at Oakton and at Rockville, there were many, many potential projects to choose from. If we found a process step in which there was no value being added, that was a potential project, because if it didn’t add value, it was some form of muda. So at both locations, there were hard choices to be made.

“The decision process considered a lot of factors, the first being waste elimination,” said Wayne. “But, also, every project was linked to one or more Winner corporate objectives – such as maximum utilization of resources, minimization of costs including direct labor, our commitment to safety, environmental friendliness, and our mandate from Peter Winn to achieve Six Sigma quality. Still, the chief deciding factors were the magnitude of the waste to be eliminated, the expected cost benefit, the time to accomplish the project, and the difficulty of implementing the solution. In other words, if a project can achieve a big payoff in a shorter period of time, it wins out over a project that would be hard to execute with a smaller payoff. So it’s not like we just pulled these out of a hat. A lot of hard work has gone into these choices.”

Wayne peered into the semidarkness to find Sarah Schwick, and said, “Let’s begin with the Formulation and Design unit. Sarah Schwick is going to tell us what the LSS team in Rockville came up with.”

Sarah came to the podium and her five-foot-one-inch stature almost vanished behind it. To compensate she stepped to one side and bent the gooseneck of the podium lamp down to shine on her papers. She then began reading her presentation aloud in a monotone. She had written it just as she would write a lab report, just as she had been taught as a young chemical engineer. Every sentence was in passive voice: “A variety of projects was considered by the team.” She utilized the word utilized at least once in every paragraph. And any phrasing that might have even hinted at imagery, irony, humor, or life itself had been avoided or purged. Every so often, she would look at those around the table and the clear-frame glasses she wore made her eyes seem enormous, but with tiny, dot-like pupils.

Oh, my, thought Amy. She really is a geek.

“A final matrix of LSS project candidates was made after thorough analysis,” she read. “A standardization of report formats and a reduction in report templates was identified as having the properties of a significant reduction in resource requirements. A timely manner of implementation was determined.”

Fortunately, Amy had a good idea of what Sarah was talking about from earlier discussions. She knew that Rockville, for all its rules and strict procedures, had an insane variety of different report formats, many of which were inconsistent with one another, and which could potentially lead to confusion or misinterpretation of the test results.

“Utilizing a standard report format could result in a fifteen percent decrease in the time required to generate a test report for client review, and a twenty-five to fifty percent decrease in formatting time,” Sarah read.

There were other projects. They would also seek to reduce the physical distances that employees had to travel within the F&D buildings in order to prepare materials samples for the project engineers and their clients. Currently, adding together all the distances between workstations to prepare one sample required a transit of as much as 1.2 kilometers. The LSS project would seek to reduce the distance to mere meters traveled, not kilometers, and cut the total time to produce the sample, from an average of four days, by 50 percent.

“Excellent,” said Amy.

“The savings from such an implementation of this improvement could conservatively exceed two hundred fifty thousand dollars per year,” said Sarah.

“Even more excellent!” said Amy.

Of lesser impact, but still thought to be worth doing, was a project to reorganize one of the materials labs. There, they would apply “5S,” the LSS technique to raise the level of organization, neatness, housekeeping, and so on.

Then there were the “green” initiatives – reducing paper consumption, and recycling toner cartridges. Amy had already decided to give the “green light” to these, corny pun intended.

Next were the Hard/Slow projects that were longer term. In the bottom left quadrant was something termed Passive Office Building. Here, Sarah Schwick came out of her near-comatose delivery, and inexplicably began to speak off-the-cuff with some enthusiasm.

“Excuse me,” said Amy. “Sorry to interrupt. But explain more about what you mean by ‘passive.’”

“Right now, in northern Europe, there are houses termed as ‘passive.’ There are no furnaces in these houses. And the winters can be very cold. Yet the houses are warm and quite comfortable in the winter, and cool in the summer even without conventional air-conditioning. They function well because of smart design, with excellent ventilation but also excellent temperature conservation, needing only a small heat exchanger that runs on a tiny fraction of the energy consumed by conventional heating and air-conditioning. Our thought is to use the F&D buildings experimentally to create materials of the future, that Hi-T could manufacture, which might be retrofitted into existing buildings or installed in new construction to make commercial office space passive or semipassive – in any case, to use a lot less energy than currently.”

Amy began playing with her pen as she listened to this. “This sounds like it was made for Hi-T, not to mention F&D. My only question is, why would this be a Lean Six Sigma project?”

“It is a little outside the Lean Six Sigma parameters,” Wayne commented. “It’s not improvement … it’s like a whole new market or something. It’s research and development. It’s … enterprise thinking. I’m not sure how to categorize it.”

“It’s very interesting,” said Amy. “Unfortunately, Sarah, you’re straying from the F&D business model, which is to have a client fund the development.”

“Why do we always have to follow a client’s direction?” Sarah argued. “Why do we have to limit ourselves? Why can’t we take the lead for once?”

“Because the clients pay us,” said Amy. “And if we don’t have a client to foot the bill, we’re putting out a lot of money. Look, I won’t rule out the project, but it’s not for LSS. I think it’s worthy of more fact-finding and discussion. The problem is that I think you’re probably talking about millions of dollars in development costs for a payoff years away. I would have to run that by Winner Corporate to get the authorization.”

“But that’s why, as an LSS project …” Sarah faintly countered, “and with the energy savings helping offset the costs …”

“All right, we’ll talk later,” said Amy. “What else do you have?”

Sarah turned to the pick-chart graphic on the screen.

“Last … and least, sorry to say, is a suggestion I was pushing to reduce waste in the process called the loop. I thought, and some others as well, thought there might be a big payoff here, but I was overruled. Basically, Viktor shot us down.”

“Why was that?” Amy asked. “Why was Viktor opposed?”

“He was – as he always says he is – worried about quality issues. He felt the risks were too great to be meddling with what he feels is a system that works, and the return would be small compared to the risk. We included the project here to show you that it was considered, but it’s essentially dead. Maybe next year …”

Sarah ended on that note. After some discussion, Amy approved everything “above the line” in the Easy/Fast designation.

They then turned to the LSS initiatives at the Oakton plant, and Wayne introduced Kurt Konani to make that presentation.

Kurt used his laser pointer to refer to the huge, butcher-paper value stream map tacked to the wall.

“From our VSM,” said Kurt, “we generated a very long list of potential projects. Let me assure you, we have many, many years of project opportunities ahead of us. But of course we need to select for this year only those that will have the greatest impact on waste elimination, with the largest potential gains in our journey to Leanness.”

The big project – and Kurt went straight to it – was balancing the production line at Oakton and producing based on takt time. This project was – oddly, to Amy’s sensibilities – placed in two quadrants. Both were aligned in Big Payoff, but planted in Easy/Fast and Hard/Slow.

“Now, of course a balanced line means that we have trimmed all excess capacity from all processes, relative to demand. It’s often called ‘flattening’ or ‘leveling’ because that’s conceptually what we do; we level the line by moving people and adjusting job responsibilities so that everybody has just enough to do. Ideally nobody is overworked, but nobody is idle throughout the day. And the same with equipment capacities, too.

“The reason we have the balanced line in as both ‘easy’ and ‘hard’ is exactly that. In some areas of the plant it will be relatively easy to make adjustments and pull utilization above ninety-two or even ninety-five percent. In other areas, because of the diversity of the products being made, it’s going to be more challenging. And so, it’ll take longer. Like, you know, six or nine months instead of, say, three. Or one.”

Amy was pressing the dull end of her pen into her chin as she contemplated this.

“Well, I have a question here,” she said. “How can you balance the line to takt when you have such high variation in cycle times?”

“Because the only big variation in cycle time,” said Wayne, jumping in, “occurs at the autoclave. We’ll have to figure out how to deal with that later. In the meantime, we should be able to balance the rest of the line to takt without much trouble.”

“That’s right,” said Kurt. “And once we accomplish that, every phase of processing will have just enough or slightly more than enough capacity to finish its task within takt time.”

Amy reclined in her chair as she though about this, and let her gaze drift to Murphy Maguire, who had said nothing and showed no indication that he would. Then she said to Kurt and Wayne, “All right.”

Next was the application of Six Sigma to improve quality throughout the plant, but with the special priority of solving the intermittent and vexing hairline crack problem on some but not all Navy parts orders. So far, all efforts to eliminate it had failed, and it was felt that this would be a Hard/Slow project.

“Absolutely yes. Get on it,” said Amy.

And then there were the more ordinary Lean Six Sigma projects, though each one would be an involved exercise. Biggest of the “ordinary” LSS efforts, they would reconfigure the M57 Line, which was mainly where raw materials came together to form the actual composite.

Then they would mistake-proof – or apply poka-yoke – to the resin dye rack. They would add kanbans – a demand style of inventory replenishment – at certain places on the plant floor. They would do 5S in Shipping and make it neater, reorganize the Cooler, and so on and so on.

But what they would not do was re-engineer the Autoclave area. Much to Wayne’s and Kurt’s dismay, the plant’s autoclave – Godzilla – had little waste to be eliminated from it, other than the excess work crew. The process was simply time-consuming and sometimes complex. With regret, Wayne had concluded that they must leave Godzilla be.

“Excuse me,” Amy said, “but what is ‘Godzilla’?”

“It’s the autoclave, a very large piece of equipment,” said Wayne. “I believe its actual, technical name is … what is it, Murph?”

“The AC-1240-N,” said Murphy Maguire.

“And it is somewhat expensive to run, which was why I first thought it might be a good target. But it turns out that redesigning or replacing this monster would be hard and very expensive. So the only thing we can do with it in a Lean way is reduce the manpower – because between load changes, most of the crew just stands around. I think we can cut that way back. Other than that, we’ll just leave it alone until there is a capital budget big enough to junk it and replace it with something that allows single-piece flow.”

“Godzilla,” said Amy. “All my years with Hi-T, I’ve never heard that name.”

When Amy flew to New York City for the Crystal Ball meetings, she found the demeanor of Tom Dawson to be cool and remote – and she felt both annoyed and at the same time relieved. Since that evening on her front porch when she had turned him down, there had been a few other trips, but there had been other people along on those flights. This was the first time she was flying alone with him. He seemed to have concluded that there would be no personal relationship between them, and he was acting appropriately. Courteous. Professional. Reserved. This was not what she wanted.

The skies above Highboro were cloudy, but once in the air and climbing toward cruising altitude, the plane broke through the dense gray, and the sun was brilliantly golden in the perfect blue sky. She was seated behind him, in the passenger compartment. By now she had a sense of his pilot routines, and waited for him to trim the plane and set the autopilot.

Then, hoping to break through the frost, she asked him, “So … how’s your business?”

“My business? It’s been good,” he said.

“That’s nice. Aside from Hi-T, how many clients do you have now?”

“Three regulars, business clients like you. And any number of one-timers. Depends on the month. They tend to come in waves for some reason.”

He began turning a knob on one of the instruments. As if to tune her out, she thought. Presuming the conversation – if it could be called that – was over, Amy opened her laptop to review her presentation one more time.

But then Tom turned to her and said, “I’m thinking about leasing another plane. Something bigger, more comfortable.”

“That would be nice. I like this airplane, but it is a little …”

“Small,” said Tom. “That’s true, and I know I do lose some business because I can’t seat larger groups. On the other hand, a bigger plane means more money, higher costs. And if I go to a two-plane operation, I’d have to bring on a second pilot, at least on a part-time basis.”

That meant, of course, that he would not be the pilot every time, she reasoned. As she thought about this, they fell quiet again.

“What about you?” Tom asked, filling the silence. “How is business at Hi-T?”

“We’ve started a big continuous-improvement program. I have high hopes for it. In fact, it had better deliver, because the reason I’m flying to New York today is to make a presentation declaring the gains we’re going to make in the coming year. Most of those gains are going to have to come from the improvements this program is supposed to deliver.”

“That’s Lean Six Sigma? The program?”

“Right.”

“I remember talking to … that guy, what’s his name?”

“Wayne. Wayne Reese.”

“Right. Nice guy and all. Very bright. He’s all gung ho. On a trip to Maryland, just the two of us, he filled my ear with all the great things about Lean. Didn’t have the heart to tell him, I already knew most of what he was telling me.”

“Really?”

“We used it in the military. To improve logistics – surely one of the biggest, if not the biggest, supply chain systems in the world.”

“How did it work out? The LSS, I mean?”

“The toolsets are very good. Very powerful if they’re applied the right way.”

“But what kind of results did you get?” she asked, pressing.

Tom shrugged his shoulders. “That was some years ago. I retired.”

He was becoming reserved again, and Amy decided not to push.

“Good luck with it,” Tom said, turning away.

There was something in his tone Amy didn’t like, something that implied she might need the luck, but she let it go.

The Crystal Ball presentations were held in an elegant but windowless room inside the Winner corporate headquarters in Manhattan. The walls and ceiling of the room were adorned with antique oak paneling taken from the mansion of an English estate. A long table, also of oak, with lion’s-claw feet, dominated the room. Nigel Furst sat in the center of one of the longer sides, in the position where, beneath the edge of the table, there were a number of buttons and switches to turn microphones in the ceiling on and off, control the video cameras, summon refreshments, etc. At the press of one of the buttons, the paneling opened to reveal a huge flat-screen monitor for displaying graphics.

Including Amy, there were four business-unit presidents. Excluding her, all were men. This was the first time a female of equal rank had been in this type of meeting, and the others treated her a bit like delicate glass.

“Why don’t we abide by tradition,” said Nigel, “and declare that ladies should go first.”

Amy in fact was glad of this, happy to get it over with. She stood next to her chair, introduced herself and began. Half an hour later, she sat down again, feeling confident that she had done well. Yet as Nigel pressed the rocker switch to bring up the lights, she was struck by the hard glints in the eyes of her peers, and on the face of at least one, the trace of an icy smirk.

“Amy, are you truly satisfied with what you have forecast?” asked Nigel.

“Yes. Absolutely,” she said.

“You’re banking very heavily on the Lean Six Sigma stuff to come through, aren’t you?”

“Yes, and according to Wayne Reese, it will.”

“All right,” said Nigel. “Who would like to be next?”

One by one, the others delivered their presentations, and as they did, Amy felt the cold sting of inadequacy. Each of the other presidents in his forecast was much more aggressive than she had been. Whereas Amy had promised year-over-year net income growth of 7 percent – a rather conservative number that she felt Hi-T was all but certain to meet – the others had predicted growth in the double digits, from 11 percent to as high as 22 percent. A game of one upsmanship was being played here. By the end of the presentations, she felt like hiding under the table.

“Very well then,” said Nigel. “I think it’s time for the awards.”

He pressed a switch under the table, and into the room came an assistant bearing what appeared to be a small treasure chest. This was set before Nigel, and the assistant withdrew. Nigel then stood and looked at Amy.

“Miss Cieolara, come here, please. I have something for you.”

The other presidents were either stone-faced or smirking, seeming to know what was coming. Amy nervously approached, and Nigel took from the treasure chest a box the width of a salad plate. The box, as Amy saw, was covered in purple velvet of a garish shade, with fake gold embroidery that was unraveling, and the lid bore a dark stain. Opening it, Nigel produced a green, outsize lapel button, large enough to be read from the far side of the room, and on the face of the button was the cartoon character Bart Simpson taking aim with his slingshot.

“Let me read for you, Amy, what the button says,” said Nigel. “It says, World’s Greatest UNDERACHIEVER! Now, let me pin this on you.”

“Oh, please …” she murmured.

“No, no, you’ve earned it,” said Nigel, smiling as he plunged the sharp pin into the fabric of her jacket’s lapel and fastened the clasp. “There. Go and take your seat.”

Her cheeks burning, she did so – even as Nigel was working himself into a rant against her.

Seven percent?! That’s the best you can do, Amy? Well, that’s not going to satisfy Peter Winn! Or our investors! And it certainly won’t satisfy me! Our corporate objective is for year-over-year, bottom line earnings growth of double digits. Ten percent … um, let me do the math … yes, that would be the minimum acceptable gain for a projection such as you have given. I take it you were not aware of that?”

“I based my projections on what I think is realistic,” she told him.

“Realistic? Or easy?”

“I didn’t want to overpromise!” she insisted.

“Good. Because I don’t want you to overpromise either,” said Nigel. “I want you to deliver! Your predecessor delivered eleven percent his very first year! What ever made you think you could deliver less?”

“We have a lot going on. A lot of changes. It’s going to take time.”

“Time for what? I do not want excuses; I want results. The only time this corporation relaxes the double-digit, ten percent growth threshold is in times of recession – and even then we expect year-over-year improvement. Is the economy currently in a recession? I think not. In every market your business serves, the economic climate ranges from average to excellent. So don’t tell me seven percent is the best you can do.”

She decided it was better to keep quiet.

“I am going to give you a choice. Either tender your resignation right here and now and let me find a manager who can meet our corporate objectives. Or go back to Carolina, and find another three percent. And if I were you, Amy, if you don’t want to keep wearing that lovely pin the rest of your tenure here at Winner, I would be looking for something on the order of an extra five to six percent, if not higher.”

He paused, awaiting her answer.

Amy, sitting in fury, inhaled a calming breath. He will not break me, she said in her mind.

“Well, what’s it going to be?”

“I have to talk to my staff,” she said.

“Fine. I’ll give you two weeks to re-evaluate and resubmit your plan,” said Nigel.

Then he pivoted away from her. Looking at the other presidents, his cold, livid face abruptly changed, and Nigel lit up with big smile.

“Well! Now that we have that unpleasantness out of the way, let’s see what’s in the chest for the rest of you!”

He made a show of rooting through the little treasure chest, and produced three small jewelry boxes, which he tossed one by one to the other presidents.

“Wow,” said one, as he opened his box. “Are these … ?”

“Yes! Diamond-stud platinum cuff links!” said Nigel. “Just a small token of Peter Winn’s esteem. The full measure of Winner’s appreciation, of course, will soon be reflected in your bonuses.”

When the expressions of gratitude and the little quips between the men had receded, Nigel again turned to Amy.

“And now, Miss Cieolara, I believe you have a plane to catch,” said Nigel. “The rest of us shall adjourn to my club for a few games of racquetball, an elegant dinner, followed by brandy, single malts, and cigars.”

Red-faced, humiliated, Amy removed her Underachiever pin, closed her laptop, and began gathering her things as the others stared at her. She could not bring herself to look at any of them.

“Oh, and one more thing, speaking of planes to catch,” Nigel then said to her. “The WING reports have brought it to my attention that you and your staff are using a private aircraft on a regular basis for your travels. That is over. From now on, until you have earned the privilege, you will fly commercial.”

“But we have an arrangement with the pilot–”

“Fire him,” said Nigel.

She wanted nothing more than to flee from New York, but Tom Dawson did not answer his cell phone. The original plan had been that she would stay at a hotel in Manhattan overnight, following an evening’s revelries with Nigel and the other presidents, and that Tom would meet her at Teterboro Airport in the morning. What he did in the meantime had not even been discussed. All that Amy wanted was to go home, find a hole, and crawl in.

A cursory check of flights using her BlackBerry showed every flight headed south was booked solid, and only standby was available. Even if she was lucky enough to get a seat, the closest she could get to Highboro that night was Charlotte, which meant renting a car and driving the rest of the way. She debated checking into the hotel where Winner had reserved a room for her, but the last thing she wanted was to bump into one or more of the other presidents, who would be staying there as well. So she was standing outside the Winner headquarters building, grinding her teeth in frustration, utterly unsure of where to go or what to do – when Tom returned her call.

“Where are you?” she asked.

“I’m in New Jersey at a motel near the airport. I figured it was cheaper and less wear and tear on me and the plane just to stay over. Sorry I missed your call; I was in the hot tub.”

“Tom, could you possibly take me back to North Carolina tonight?”

“Well, this motel has great in-room TV. But, for you … all right, sure, no problem. How soon do you think you’ll be here?”

Given traffic, just getting across the Hudson and into New Jersey took the better part of an hour. Tom Dawson by then was waiting for her, looking all scrubbed and crisp despite the hour. But his face clouded over when he read the dejection on her face.

“Are you all right?” he asked, opening the door for her.

“Please,” she said, “just get this thing in the air.”

But it was rush hour in the sky as well as on the ground, and the wait to get clearance for takeoff seemed interminable. In her mind, Amy kept hearing Nigel berating her, over and over, as they waited. The sun was setting by the time they lifted into the air.

Tom finally turned to her to make small talk, but one glance told him to maintain the silence.

“I’m sorry,” Amy called out to him. “It’s been a really rough day. Maybe the worst day of my career.”

“Anything I can do?” he asked.

“No,” she said. “Thanks.”

Amy put her face in her hands for a moment, then ran her fingers through her hair.

“Tom …”

“Yes, ma’am?”

She figured that she might as well tell him now; no point in waiting.

“I have some bad news. The group president I report to has told me that Hi-T is not allowed to use your services anymore. I’m really sorry.”

Tom turned in his seat and stared blankly at her.

“Everybody in the company has to fly commercial from now on,” she explained.

“Does your boss know that there are no commercial flights out of Highboro?”

“I don’t think that matters to him right now.”

“Well … shoot,” Tom said. “I guess that answers my question of whether or not to lease that second plane.”

They flew on and the sky deepened in color as twilight came. After ten or fifteen minutes, Tom turned to her again.

“Are you hungry?” he asked.

“A little. But I don’t have much of an appetite. Why?”

“Because I’d like to take you to dinner,” he said.

“Tom, I thought I made it clear–”

“If you’re no longer going to use the services of Dawson Aviation, ma’am, then there is no longer a business relationship between us, and with no business relationship, there can be no conflict of interest in me asking you to dinner, or in you accepting.”

She hesitated.

“Unless you have something against retired Marine aviators who know how to make lemonade when handed lemons,” he said.

Half an hour later, they were landing in Maryland beside Chesapeake Bay. Next to the airstrip within walking distance was a little restaurant that Tom claimed served the best crab cakes on the Eastern Shore.

“What a prick,” said Amy.

She was of course referring to Nigel Furst. In her curled fingers was a glass of Chardonnay – her second. With the help of the wine, she had told Tom about her day, talking freely, maybe too freely, but she did not care.

Tom, still having to fly, was drinking iced tea but was eyeing her wineglass – though not from envy; he was wondering if her grip would snap the stem.

“Yeah, well, the world sure has a lot of ’em,” he said. “Pricks, I mean.”

“I gave him my honest, best plan,” said Amy. “And it wasn’t good enough. All right, I was conservative. Maybe too conservative. But it makes me wonder what I’ve gotten myself into. I never liked Nigel, and now I don’t even respect him. Why am I even working for him?”

“I don’t know. To pay your mortgage?” Tom suggested. “To support your kids, give them a good life, and get them through college? To give yourself some financial security? Amy, you probably don’t want to hear this right now, but prick or not, this guy is your boss. You’ve got to do everything, as long as it’s legal and ethical, to accomplish whatever mission is given to you, no matter what the pressure. That’s your job.”

“Spoken like a true Marine.”

“Always,” he said. “It’ll always be part of me.”

Amy sat back and regarded him. Behind the good-natured humor and the overall competence his demeanor suggested, there was a resolute forcefulness. A sense that, whatever he had to do, whatever it took, he would get it done. She found herself admiring that quality, yet she also found it just a little frightening. She wondered what he would be like to be around on a daily basis.

“Well, I am not a Marine,” said Amy. “And I am doing my job. Trying to. And I don’t like the way I was treated today. On the other hand … I’m not going to let that prick beat me.”

Tom nodded at her and smiled. It was as if she had just passed some secret test of his.

Their crab cakes arrived at the table. They had long thick flakes of crab, were golden brown on the outside with the whiteness of the crab showing through, slightly crispy but moist on the inside, with just enough breading to hold them together. If they were not the best on the Eastern Shore, they were worthy contenders.

Back in the air, they flew through a cloudless sky. Amy sat “up front” in the copilot’s seat, looking out into the blackness. Below them on the dark earth were constellations of light made by cities and towns and the webs of streets and highways. Between the big pools were tiny pinpricks of the light from rural homes and the slow-moving headlights of those traveling lonely roads. Tom touched Amy’s arm and pointed out the blue dot of planet Venus, visible in the western sky.

A few minutes later he touched her arm again and pointed to a small, vague disc of light visible through the windshield on the horizon far ahead.

“That’s Highboro,” he told her.

With that, whatever spell had been cast by the beauty of the night was broken for Amy. For out there, down there, was so much that she would have to deal with.

“Tom … can I ask you a question?”

“You can ask …”

“This morning, you said you knew Lean Six Sigma, that you’d used it in the Marines. But you never told me how well everything worked out with LSS. Did it work?”

He rolled his eyes and then smirked at her. “On a gorgeous evening like this, you have to ask me that?”

“Well, sorry, but it’s important to me! I’m taking my company down the LSS road and there is a lot riding on it – not only for me, but for a lot of other people.”

“When you ask, ‘did it work,’ what do you really want to know?”

“I want to know if you achieved what you set out to achieve.”

“We accomplished a lot of good things using LSS,” he said. “Why are you asking? Do you have doubts?”

“No, I believe in LSS … based on everything I’ve been told. But, well, I’ve never done anything like this, and I was just wondering what your experience has been.”

“Most of my experience with LSS was positive. Lean and Six Sigma are excellent. The trouble is that these are programs, and all programs have a tendency to take on a life of their own. They become the end, rather than the means to the end. People can get wrapped up in making the program perfect, and lose sight of the mission the program is supposed to accomplish.”

She thought about this, and then said, “We’ve been pushing hard with LSS, and I’m just wondering if I push even harder, will I get the results that Nigel wants?”

“I can’t tell you,” said Tom. “One of the things a new pilot has to learn is to read the instruments and trust what they’re telling you. Because your perceptions might be telling you that the plane is flying straight and level and on course, and the reality may be on that you’re on the wrong heading, or losing altitude, or flying too slow. My only advice is that believing in LSS is far less important than knowing what the hell’s really going on.”

Not quite getting the reassurances she so wanted, Amy stared toward the blur of lights, larger and closer now, that was Highboro. Even as she stared, the wine and the rich dinner, the stress of the day, and the lulling drone of the engines overcame her.

“Hey, look,” said Tom a few minutes later, pointing out the window on his side of the plane. “The moon is rising.”

Indeed, a full moon had risen and was shining huge in the eastern sky, but Amy was not awake to see it.

In her office some ten hours later, Amy held a closed-door meeting alone with Wayne Reese. She confided to him the gist of what had happened in New York the day before – not the details; those were too embarrassing. She presented to Wayne “the challenge,” as she put it, that Nigel had laid down to her of finding another 3 to 6 percent of bottom line improvement in addition to the 7 percent that she originally thought that Hi-T could achieve.

“First of all,” she said to Wayne, “before we even probe ways to increase what we’re promising to Nigel, I want to be clear on this: are you totally sure that Lean Six Sigma can deliver real bottom-line gains?”

“Well, sure, absolutely. I mean, I certainly believe it can.”

“I know you believe that it’s possible. But are you really going to get it done?”

“What? The program? Will we implement it?”

“No! Not the program! I know you will implement the LSS program,” said Amy. “My question is, will Lean Six Sigma actually deliver the millions of dollars in savings that will boost the profitability of this company?”

“I don’t know why you’re even asking me this,” said Wayne. “Of course it will … over time.”

This year, Wayne. Not a decade from now. What is Lean Six Sigma going to contribute to this company’s earnings this year?”

“Amy, I’m sorry, but it’s difficult to say. I mean, we’re really just getting started with the actual projects.”

She glared at him. “Wayne, can I count on you or not?”

“Yes,” he said finally. “Yes, I’m going to go out on a limb, and I’m going to say that LSS will deliver five to seven percent in additional profitability this year.”

“Good,” said Amy. “Now … how can we make the savings larger?”

Within ten days, Amy had ferreted out, pasted together, or otherwise browbeat from everyone who reported to her another 5 percent in projected gains on top of the 7 percent originally forecast. Most of the 5 percent came by increasing the revenue targets for the sales force, and extrapolations thereof. But the bedrock foundation would come from Lean Six Sigma and the operational improvements it would deliver – which in any case would be necessary in order to make good on actually filling the orders of the increased sales.

Nigel Furst accepted the revised plan that Amy submitted, saying to her, “This is much, much better.”

A day later, a small package for Amy arrived from New York. It was from Nigel. Inside the padded envelope was a jewelry box, and inside the box, a pair of diamond-stud platinum cuff links, the same as the other presidents had received. And there was a handwritten note:

Dear Amy,

I am sorry I had to be hard on you, but so often that is the only way to bring out the best. Give us a great year!

Cordially,

Nigel

The diamonds were flawless and sparkled in their platinum settings. But Amy closed the lid of the jewelry box and put them away, far back in the center drawer of her desk, next to the tacky Bart Simpson Underachiever button. Before she closed the drawer, she wondered which of the two would be the more appropriate for her in one year’s time.

9

The first time Amy went out with Tom Dawson, they played golf on a Saturday afternoon and had an early dinner together. The second time, he flew them to Charleston and they took a taxi to a restaurant on the waterfront. She bought dinner; he provided the transportation. The third time, he invited her to dinner at “Chez Tom” – his place.

As she parked in his driveway, everything she had imagined about what his house would be like was confirmed. It sort of looked like it might have been picked up from Camp Lejeune and dropped here from the sky. A small brick house with freshly painted white trim. A well-tended lawn surrounded by a perimeter of perfectly trimmed hedges. And not one, but two flagpoles: one pole flying the stars and stripes, the other the scarlet, gold, and gray Marine Corps flag, both fluttering lightly in the evening breeze. And the concrete walk to the front door had a border of white-painted round rocks. Amy fought a fleeting urge to back up the car and drive away.

“This is never going to work,” she thought, sitting there in her BMW, holding a gift bag with an expensive bottle of wine with frilly colored ribbons she had carefully tied to the neck of the bottle.

Then Tom appeared, waving hello and wearing shorts. She had never before seen him in shorts. He had mentioned that he jogged in the morning, rain or shine, and it showed.

“Nice rocks,” she said, handing the gift bag to him.

“You like ’em? I painted each one myself.”

Inside, the decor was less Marine. True, there was the wall in the dining room filled with photographs from his days in the Corps – the centerpiece being a picture of Tom seated in the cockpit of his F/A-18 Hornet grinning and giving the camera a thumbs-up. But there were knickknacks from all over the world, and some watercolor paintings that Amy really admired. Then she discovered, slightly to her surprise, that he was a reader. There was a large bookcase in the hall filled mostly with history texts, but also mystery and spy novels, a lot of Pat Conroy – The Great Santini caught her eye – and Larry McMurtry.

He cooked dinner: grilled shrimp marinated in a teriyaki sauce, served with grilled asparagus, white rice, and a basic lettuce salad. Everything was tasty and good, although Amy suspected that this was about the limit of his culinary repertoire. Dessert was Buster Bars from Dairy Queen.

They ate on the back porch, then sipped the wine she had brought until well past sunset, talking easily about everything and nothing in particular. He told three or four stories from his Marine days that had her doubled over with laughter.

Afterward, in his living room, they watched a movie. But they never made it to the ending – or in any case, were paying no attention to it as the credits rolled by.

Driving home some time past midnight with a big, lazy smile on her face, she said herself, “Well … it might work.”

“Amy!”

Seated at her desk, but with her back turned to the door, Amy Cieolara startled at the cry of her name. She turned to find Elaine Eisenway, who was Hi-T’s vice president of finance, and who had barged into Amy’s office without so much as a knock.

“What’s the matter?” she calmly asked Elaine.

“It’s the inventories again! Here, see for yourself!” said Elaine tossing down a printout of the latest financial reports onto Amy’s desk blotter. “Both finished goods and work in process, they’re high and getting higher!”

From long experience, Amy knew that Elaine was an alarmist. Elaine had her virtues as a financial manager; she understood the business, she was ethically rigorous yet inventive at problem solving, and she did answer to reason. Yet she was also a drama queen. At even a modest downturn, she was given to running willy-nilly and proclaiming that the sky was falling.

Amy reached for Elaine’s printout and slowly went through the pages, which bore a multitude of Elaine’s notations, including exclamation points, big circled question marks, and various remarks in the margins.

“Okay, you’re right,” Amy said to her. “The inventories seem a little high.”

“More than a ‘little’! Look at the comparisons with last year!”

“All right, all right, I agree; inventories are high.”

“I thought Wayne Reese was supposed to get this under control. Didn’t we talk about this last month?”

“They’ve been having some problems at Oakton. To be honest, I don’t fully understand why. But Wayne says he’s dealing with it.”

“Amy, it’s not just a matter of inventories. Look at the payroll. Look at the overtime, and especially look at the temporary workers they’ve added.”

“Yes, I know about the overtime and the temps. I authorized them. Wayne assures me that it’s all just, you know, temporary.

“Well, all of this is starting to affect our cash flow! Our cash reserves are down and our receivables are slowing. Our accounts payables are through the roof!”

“Through the roof?”

“As in rising! It’s not a good trend, believe me! And then on top of everything else, we’ve got all the costs for Wayne’s program – the training costs, the travel costs, and so on.”

“Now, Elaine,” Amy said, deliberately lowering her voice and slipping into her soothing tone, “we’ve been through all this. And as I have explained, we are in the midst of a turnaround.”

“Turnaround? I would hardly characterize what I am seeing as that. A turnaround implies that there has been a turn in performance. Yet there has been no turn in all these months. We are still headed downhill and the pace is accelerating.”

“What I mean,” said Amy, “is that we are making some big changes at Oakton and also at Rockville – changes for the better. Did we not agree months ago that Lean Six Sigma would in the short run raise costs slightly as we made improvements for long-term gains?”

“We are no longer talking ‘slight,’” said Elaine. “I don’t think you realize this, but if this trend continues, I am soon going to have to tap our reserve credit lines in order to meet payroll and pay our vendors.”

Amy blinked.

“That’s not good,” said Elaine.

“You’re right. That’s not good. I didn’t know it had gone so far.”

“I was awake half the night thinking about it!” Elaine claimed.

“That’s not good either,” said Amy.

“And as for Rockville,” Elaine said as they concluded, “that business is in somewhat better shape, but you also cannot say that F&D has improved to any measurable degree.”

Amy grimaced. Then she said, “Elaine, I will get on top of this. Thank you. I appreciate the early warning.”

She stood and escorted Elaine toward the door, then went back to her desk and reviewed the pages of numbers one more time. She next brought up the WING reports on her computer.

What was especially odd, she thought, was that WING was showing marked improvements in the metrics. At Oakton, resource utilization was the highest it had ever been. Nearly all workstations throughout the plant were reporting higher productivity. Most were running at over 90 percent of capacity, and many were producing at close to 100 percent. Yet the productivity was not translating into profitability. How could that be?

“Linda!”

“Yes?” said her assistant.

“Would you please check Wayne Reese’s schedule. I need a meeting with him today!”

“Wayne has canceled all his meetings. He’s out of the office again.”

“Well, where is he?”

“Where he usually is these days. He’s at Oakton.”

Amy thought about this, then about her own schedule for the day.

“Linda, cancel my eleven o’clock, and send a text message to Wayne telling him I plan to stop by at Oakton around eleven thirty. I think maybe I should see what’s going on out there.”

Wayne Reese received his boss’s text message announcing her midday visit as he was on his way down the main aisle of the Oakton plant in search of Kurt Konani to talk about yet another “issue,” as Kurt described it.

“Oh, pissa!” Wayne muttered, reverting to the slang of his youth. “Just what we need!”

He thumbed a quick acknowledgment in reply and continued, finally locating Kurt in Laminating. Kurt was pacing next to a machine that was joining and fusing together three sheets of material at what seemed like a agonizingly slow rate of speed.

Now what’s wrong?” Wayne asked him.

“They’re short on sheets,” said Kurt.

“Short?”

“As in not enough. We’re seventy-seven sheets short.”

Just then a finished sheet of material exited the rear of the fuser machine and into the gloved hands of a worker, who spread it carefully on the shelf of a curing rack.

“Now we’re seventy-six sheets short,” said Kurt.

“Why is this a problem? And what are you doing out here? Can’t you just let them – the plant workers – deal with it?”

“I came out to see for myself, because there have been so many complaints,” said Kurt. “Look, Wayne, I hate to say this, but I think we may have to rebalance the line.”

Wayne put his hands on his hips and in a demanding tone asked, “Why?”

“Because we keep getting these … I don’t know what the word is. These glitches, and they never seem to pop up in the same place. Last week, it was the M57 Line. The week before it was in Coatings. This week it’s in Laminating. You know what it’s like? It’s like that arcade game, Whac-A-Mole. You know the one? The mole pops up out of a hole on the panel and you whack it with a hammer and it disappears, but then a second later it pops up from a different hole. So you keep whackin’ and whackin’ but the moles keep popping up.”

Wayne rolled his eyes and said, “Whac-A-Mole? Kurt … I don’t think Whac-A-Mole is in the Lean lexicon.”

“I’m just using an analogy!”

“Let’s stick with logic,” Wayne insisted. “Let’s stick with data.”

“The data tell us that we do not have smooth flow through the plant.”

“And why is that? I’ll tell you: variation. That is the core issue. Fluctuation, deviation beyond tolerances, excess change – however you want to say it, that’s the root of the problem. Not Whac-A-Mole.”

“All right, forget I mentioned it! But that’s what it seems like.”

“The solution is to keep applying Six Sigma to eliminate the variation,” said Wayne.

“But that’s going to take years,” said Kurt, “and meanwhile, we’ve got all these moles popping up.”

Just then, Murphy Maguire came from around a corner and headed directly for them. There was heat in his eyes.

“Excuse me, gentlemen, but are you aware that Godzilla has been idle for the past forty-five minutes?”

Kurt turned to the worker and asked, “How many more?”

“Sixty-two.”

“You heard her,” said Kurt. “They’re waiting on these last sheets.”

Why are we waiting?” asked Wayne.

“They’re waiting because there are not enough pieces to fill the customer’s order,” said Kurt. “And this order requires one of those low pressure, special atmosphere soaks in the autoclave. So the whole batch has to go in at the same time. Once the door on Godzilla is closed and locked down, it can’t be opened again to put a few more in.”

The frustration showed in Wayne’s face, and he said, “We are supposed to be guided by Lean principles now! We are supposed to be moving toward one-piece flow! Why are we still talking about batches?”

“Because the nature of the autoclave process requires a batch,” said Murphy. “As Kurt was saying, once the door on Godzilla is shut, it has to stay shut until the process is completed – times ranging from three-quarters of one hour to twenty-three-point-five hours, depending upon the specification. With the current technology, that is the reality.”

“There has to be a better way,” said Wayne.

“Sir, while we are standing here discussing that better way, the fact remains that Godzilla is waiting to be loaded,” said Murphy. “And because you have reduced the work staff dedicated to Autoclave, every load and unload takes longer.

“Maguire, we have balanced all work staff throughout the plant to takt time,” said Wayne. “You had people standing around doing nothing, and that was waste that we have eliminated.”

“To what gain, sir?” asked Murphy.

“How can you not understand this?” asked Wayne. “People waiting for something productive to do is waste. And waste is the enemy!”

“Murph, you approved the staff changes,” said Kurt, attempting to intercede. “Don’t you remember?”

“As I recall, I said I agreed to give it a try; I did not necessarily agree that the changes would work,” said Murphy. “What I would emphasize is that I would much rather have a few workers waiting than to have Godzilla waiting.”

Wayne was now about to blow a fuse.

“I would very much appreciate it, Maguire, if you would give up this obsession with the so-called Godzilla,” said Wayne. “It is one piece of equipment. One process out of many processes. Start thinking about the performance of the entire system.

“I do think about the performance of the entire system!” Murphy insisted.

“This plant is going to run to takt time, with every resource balanced to customer demand,” Wayne insisted. “That is our objective, and we will reach it!”

Not wanting to provoke Wayne Reese further, Murphy – who was quite angry himself by now – held up his hands in surrender and walked away.

As soon as Murphy was out of earshot, Wayne turned to Kurt and quietly said, “He is the problem.”

“Why?” asked Kurt. “You think he’s sabotaging the program?”

“No, I wouldn’t go that far,” Wayne admitted. “He’s just set in his ways. Lean Six Sigma is a new way, and he is never going to accept it.”

“I don’t know,” said Kurt. “He’s been running the plant a long time. You’ve got to give him his due.”

“You just hit the nail on the head. He’s been here a long time. I think it’s been too long,” said Wayne.

Just then the fusing machine shut down, and the soft whine it had been making went silent.

“What’s wrong?” Kurt asked in alarm. “It didn’t break, did it?”

“No,” said the woman tending the fuser. “We’re done here. Y’all got your full batch now.”

She began to walk away, leaving the curing rack where it was.

“Wait! Aren’t you going to move it?” asked Wayne.

“I’m not allowed,” she said.

“She’s right,” Kurt said to Wayne. “A class-two materials handler has to move it. It’s a safety rule.”

“So where is the materials handler?” Wayne asked in exasperation. “Hey, excuse me, can you get us this class-two mat handler?”

The woman stood on her tiptoes and looked around, then cupped her hands around her mouth and yelled:

“Hey, Jeeter! Git your ass over here and move this rack!”

“I’m busy!” Jeeter yelled back.

“I sa-yid, git over here!” the woman responded. “The ’Zilla is waiting!”

And Jeeter, as if magic words had been spoken, stopped what he was doing and came right over to move the rack.

When Amy arrived at Oakton around 11:30 a.m., she swapped her stylish Italian heels for black safety shoes, took her safety glasses, and headed for the plant. The guard at the receiving desk was on the lookout for her, and he called Wayne Reese. But rather than wait for him, Amy simply thanked the guard, said she would meet Wayne inside, and walked onto the plant floor – and the guard, of course, knowing who she was, had no authority to stop her.

From the customer tours over the years, she had a general knowledge of the layout, and she strolled down the main aisle at first with a sense of familiarity. But then she noticed that a lot of things were different from what she remembered. The organization now seemed less segmented, less “departmental.” It was clear, as she looked around, that different areas were performing different functions, but the divisions between them were less exact.

On the actual floor, there were the dark outlines, like dirty shadows, of where some of the machines had been before they were moved, and the holes where the bolts fastening them to the concrete had been. Now a number of the machines were arranged in groups – “work cells,” she remembered Wayne calling these – so that one or more workers could perform a series of tasks in one place, rather than physically move product material from one department to another. This was a move toward the Lean ideal of one-piece flow, in which – ideally – there would be virtually continuous movement and processing of material, with comparatively little time spent sitting or waiting. And the rate of processing and movement would be set to takt time and – again, ideally – the rates of consumption by each customer along the value stream from raw material to the ultimate buyer.

But Amy, as she walked along, also began to notice what Elaine had been warning about. There were racks and multishelved carts and bins on wheels – all filled with unfinished materials, what was known as work-in-process inventory, or WIP. The many and various holding devices laden with WIP were lining the walls and between the groups of work cells. They were arranged in neat, orderly rows, but clearly there was a lot.

Amy wondered what was going on. Huge quantities of work-in-process inventories were exactly what Lean was supposed to eliminate. Yet here was the physical evidence to the contrary right before her.

On the outskirts of Highboro was a warehouse and distribution center that housed finished goods that Hi-T kept in stock – standard items and replacement parts. Remembering the numbers that Elaine had pointed out, Amy could only imagine what that must look like. She envisioned opening the warehouse door and being buried under a deluge of quality, Hi-T parts.

From down the aisle came Wayne, striding along at a crisp pace.

“Good morning!” he called as he closed the distance. “You caught us on a busy day.”

“I can see that,” said Amy, pivoting in a full circle to survey all the activity. “Sure seems like everyone is hard at work.”

“That is the beauty of takt time. Everybody works at a comfortable, even pace so as to be busy all day, and yet not be overstressed or strained to keep up. Most people really like it; they say the time goes faster when they’re busy. So, what brings you to Oakton today?”

“A couple of reasons,” said Amy. “I haven’t been able to stop by lately, and I just wanted to see how things were going. But, um, this is not just a casual visit. I had a meeting with Elaine earlier this morning, and she was very alarmed about the growth of inventories over the past six months. And now that I’m here – I can see why. Wayne, what’s with all this inventory?”

Wayne in fact began to turn slightly red.

“Well … ! The best I can say is that we’re working on it. I can assure you that’s not intentional and that it is temporary. In a couple of months at the most we should have the whole thing sorted out.”

“But what is the cause? I thought Lean was supposed to reduce work-in-process inventory.”

“It is supposed to reduce the WIP, but … there are some things we haven’t quite sorted out yet.”

“Such as … ?”

“This is kind of a delicate topic,” said Wayne, “but one of the causes seems to be the WING system that we’re mandated to use by Corporate. Based on what my lead Black Belt, Kurt, has been able to learn talking to some of the production people, whenever WING detects that a machine is idle and waiting for something to produce, it triggers a build order, usually for a stock item that can go to the warehouse.”

“WING just does this automatically?”

“Yes.”

“You mean, it’s like the Sorcerer’s Apprentice? You turn it on and you can’t get it to stop?”

“Pretty much.”

“There’s no manual override? No off button?” she asked.

“Yes, there are work-arounds, but it’s like the software has a mind of its own. It is very determined to keep every resource working one hundred percent of the time.”

“Well, wait a minute, I thought Lean Six Sigma was supposed to do that too – you know, what you just said a few minutes ago. Everyone is busy all day, working to takt time.”

“The trouble is that WING triggers the build order with only a very loose correlation to customer demand. The assumptions in the software are based on the old ‘push’ model.”

“Yes, I’m familiar with push – the assumption that ‘if we build it, it will sell,’ ” said Amy.

“As I’m sure I’ve explained to you, Lean is based on the opposite. It’s based on a ‘pull’ model. Nothing is built until and unless a customer wants it. Or, on a practical level, only so much is built to fill the channel on a timely basis. So WING3.2 is actually at odds with Lean principles. It’s a constant battle.”

“You can’t just pull the plug?” asked Amy.

“Well, no, but what we’re going to do is implement a newer version of WING, called WING4-L, which incorporates a number of Lean principles. In the meantime, we’re doing a lot of manual entry, which breeds mistakes, and incomplete entries, and all kinds of problems. But, well, it’s politically a little sensitive. WING is enthusiastically supported by Peter Winn, who just loves the ability to drill down through the data, and find out what’s going on.”

“And make sure every Winner employee is working at a hundred percent,” Amy said. “So what’s the solution?”

“We’ve already installed some Lean software plug-ins that should cancel out most of the push effects of WING3.2,” said Wayne. “But for some reason WING is overriding the overrides. The programmers tell me that there must be some very powerful subroutines buried deep in the code, and that what Hi-T is using is not a standard version of WING3.2. It’s been modified.”

A realization broke onto Amy’s face.

“The Random Tornado strikes again,” she said.

“What?”

“Randal Tourandos. My predecessor. He was forever fiddling with the WING code. Yes, that would make sense. Because his goal was to maximize the productivity metrics. That’s probably how he got his seventeen percent one-year gain – and, come to think of it, why my salespeople had to do so much discounting on stock inventory the following year.”

“Can you call him?” asked Wayne. “Can you ask him where he buried all the build triggers in the code?”

“No, I can’t call him. But maybe I can ask one of the Microbursts – his IT staff. A few of them are still around.”

“That could be very helpful,” said Wayne.

“I’ll let you know whatever I can find out,” said Amy, then added in conclusion, “Well, I’m glad we figured out where all this inventory is probably coming from. But I should get back downtown. I’ve got a two o’clock with my new head of sales and marketing.”

“I’m glad you stopped by,” said Wayne, “but, hey, before you run off, how about a quick tour of some the LSS improvements we’ve made?”

“Sure, I have time for that, as long as I’m not keeping you from something urgent,” said Amy. “And, actually, I would like to run by you these numbers that Elaine showed me this morning – just so you know. Is there someplace nearby where we can talk in private?”

“Sure. After I give you the quick tour, there’s a little toolroom I’ve discovered that nobody uses. Yet another small example of the waste in this plant!”

The two of them continued through the plant, with Wayne pointing out some of the changes that Lean Six Sigma had brought about – or was in the process of trying to bring about. At one point Amy stopped and pointed to an enormous, ugly, cylindrical piece of equipment.

“Wait a minute,” she said. “Is that Godzilla?”

Wayne frowned.

“Um, yes. That is Godzilla.”

“I remember it now. I’ve seen it lots of times. I just didn’t know it had a nickname.”

“Murphy Maguire’s favorite obsession,” muttered Wayne.

“Why do you say that?”

“Sorry, never mind. This autoclave process is a real headache. I’d love to get rid of Godzilla if I could. But … we’re stuck with it.”

He led the way through the plant, and they soon arrived at the little toolroom at the end of the corridor that Wayne had discovered.

As they approached the toolroom, Amy noticed that in contrast to all the chemical and industrial smells throughout the plant, her nose detected a smoky, spicy scent, an aroma that was both pleasant and enticing. But from the far side of the toolroom door came an angry and loud voice.

“One full hour! An hour, Jayro! They got Godzilla sittin’ there, doin’ nothing! That is lost throughput, Jayro. And why? I’ll tell you why: they’ve taken out all the slack! And they think they can handle it with five percent buffers! Five percent? No way is that enough! It’s all a bunch o’ damnyankee nonsense! Balanced line? Balanced my butt!”

A lower, calmer, but unintelligible voice spoke from behind the door as Amy and Wayne hesitated outside.

“I’ve tried tellin’ him!” the angry voice resumed. “He won’t listen!”

Before Amy could stop him, Wayne had set his jaw and was pounding his knuckles on the door.

“What?!” shouted the angry voice.

Wayne turned the knob, as the door swung open, there was Murphy Maguire red-faced and glowering. With him of course was Jayro Pepps, who went slack jawed at the sight of the intruders. And between them was a table laden with a small feast – a black kettle of pulled pork, fluffy white buns, a plate of fried chicken, homemade coleslaw, fresh strawberry pie, and a Thermos jug of cold tea – all nearly untouched as yet given the distress of the moment.

“What the hell is going on in here?” Wayne demanded.

“Lunch!” shouted Murphy. “What’s it look like?!”

A brief silence of outrage and fuming ensued. And to fill the silence, an embarrassed Jayro Pepps, whose expression was not unlike a deer caught in the headlights, said to Amy:

“Would you care for a pulled-pork sandwich, Miz Cieolara?”

“Um, no, but thank you. Everything looks and smells very good!”

“I think you have some explaining to do!” Wayne shot at Murphy.

Amy promptly inserted herself between the two, put a hand on Wayne’s chest, and pushed him gently back toward the door.

“Excuse us,” she said. “We didn’t mean to intrude. We’ll talk later.”

And she steered Wayne Reese out of the toolroom and closed the door behind her.

“You see what I’m up against?” Wayne asked rhetorically as they walked back through the plant.

“Wayne, what is going on between the two of you?” asked Amy.

“The simple answer? I think it’s called a turf war – on his part, not mine.”

Amy considered this, but then said, “Wayne, he was really angry. What he said sounded to me like more than just a clash of egos.”

“To tell you the truth, Amy, I don’t know what it is with him, but I’m glad it’s out in the open. I’ve had my doubts about Murphy Maguire for a long time.”

“What do you mean by that?”

“I hate to tell you this, but in my opinion, he’s part of the problem. He’s pretended to go along with LSS. He’s done some of the training – and I do give him credit for that. But he just doesn’t get it. He’s too old school. He’s locked in the past. Frankly, I don’t think he’s ever really going to make the transition to the new culture we need to create.”

Amy nodded slowly, but since it was clearly turning into a personnel issue, she made no comment.

“But, Wayne, what about the substance of what he was saying? What was it, something about Godzilla being idle for a full hour today?”

“That was earlier. For some reason, there was a shortage of material, of a specific part, and we had to fill the shortage before proceeding. So, yes, the processing in this big autoclave – Godzilla, a name that I hate – was delayed until we had a full count. I mean, I’m not happy about it. Kurt and I are already making adjustments. But Murphy … he’s obsessed with this one piece of equipment – as if Godzilla controls the whole plant or something! The whole business, for that matter!”

They had reached the entrance. Amy signed herself out on the guard’s clipboard. Then something occurred to her.

“Wayne, we have very high levels of inventory. How could there be a shortage?”

“I don’t know. It bothers me, too. We just didn’t have enough of a certain part for a certain order at a certain time.”

Wayne opened the steel door to the outside, and they stepped into the hot midday sun. The heat rolled over them.

“Before I go,” said Amy, “let me just ask you, what do you think should be done about Murphy?”

Wayne hesitated, knowing what was at stake and what the consequences might be. Then he spoke his mind.

“I think that Maguire should go. I think he should be moved out – for his sake, as well as the good of the company. He’s becoming an obstacle.”

“Has he been insubordinate?”

“No – although he came close just now, I thought.”

“I want to talk to him,” said Amy. “But not today. Let him calm down. I’ll call him tomorrow morning.”

On the drive back to Highboro, Amy had plenty of time to think about Oakton. The construction zone was more torn up and a bigger delay than it had ever been. But the only conclusion she came to as her BMW sat in traffic gathering a fine powder of dust was that she could make no absolute conclusions.

10

After marrying his third wife, Garth Quincy decided it was time to settle down. He had been a salesman for almost twenty years by then, and he felt as though the vast majority of those years had been spent sleeping at night in places where he did not live – hotels and motels in cities all across North America, South America, Asia, and Europe. The travel demands of his work were certainly a factor in the ruination of his two previous marriages, so when Garth married Fanny, he resolved that this union would be different. So he sought out and won the position of Hi-T’s sales manager for the western United States. He made less money as a manager than he had as a salesman, but he slept in his own bed most nights, and beautiful Fanny proceeded to demonstrate her happiness and appreciation by delivering three kids in four years.

Then came the opportunity to fill Amy Cieolara’s former position of vice president of marketing and sales. Here, Garth faced a dilemma. On the one hand, he relished the title, the higher salary and benefits, and the job itself. On the other, it had become clear to him and to everyone else selling Hi-T’s products and services that since the acquisition by Winner not all was going swimmingly. Something was amiss. The customers were getting grumpy and telling the Hi-T salespeople this, and Garth was hearing the complaints both indirectly and directly. As was Amy. So the question, for Garth, was whether to take the VP position and perhaps help steer the Hi-T ship toward a better course, or whether to jump over the side and swim away before the ship ran aground or sank. He kept these considerations to himself, and during the interviews and discussions, never revealed anything other than complete loyalty.

In the end, after the job was offered, Garth still was not sure what to do. He could not make up his mind. He liked Amy and had worked with her for years. But he knew that she was untried. He was not sure how well she would measure up as Hi-T’s president. Yet that factor was small compared to Hi-T’s fluttering and flagging reputation in the marketplace.

Ultimately, it was Fanny who swayed him to accept. Most of her family lived in Roanoke, Virginia, which was relatively a stone’s throw from Highboro compared to the transcontinental trek from and back to Los Angeles – and with three young kids, two still in diapers. When Garth expressed his doubts to her one evening about a future with Hi-T, Fanny made it abundantly clear to him that this concern was minor. So Garth, wishing to avoid a quest for a fourth wife, called Amy the next morning and accepted the position.

Garth had in fact been born in Roanoke, which was how he and Fanny had first struck up a conversation in an airport terminal waiting for a plane to L.A. But he had spent most of his life on the West Coast and had become completely Californian. He looked it as well. Golden tan. Sandy brown hair with highlights. The body of a surfer, though a few pounds heavier due to age and fine living. A craggy, yet handsome face. Perfect white teeth. Many of the younger women in the Highboro offices were abuzz when Garth arrived. Amy, though she would not deny that he was an attractive man, had far more appreciation for his track record of delivering respectable gains in sales revenue over the years.

His approach to selling focused on simplicity. It relied upon a rather small number of essential tenets, and Garth was fond of rattling these off whenever he needed to sound philosophical.

“Customers always want just a few basic things,” as he said to Amy when they met in her office at two o’clock that afternoon. “Customers always want a lower price. They always want perfection not just in the product itself, but in all the details – delivery, packaging, and so on. They want the salesperson to manage all those details and guarantee they’ll be handled for them. They want to know the salesperson, and know that this person is dependable, but they don’t want to know you too well. And they want the buying experience to be efficient, but they also want it to be a little bit entertaining – you know, they want dealing with you to be enjoyable, fun. It’s really not that complicated. And it is the job of the salesperson to facilitate those few, basic things.”

Amy was nodding as he went on. She certainly did not disagree with what he was saying.

“Unfortunately,” he continued, “this company is making it harder, not easier for our salespeople to do their jobs.”

Amy frowned. “Why do you say that?”

“I need to level with you, Amy.”

“Sure. Go ahead.”

“Ever since Winner took us over, some things have not gotten any better, and some things have gotten worse.”

“Such as?”

He used his fingers as if to enumerate and emphasize his points, and his nails were immaculate.

“First, our prices,” Garth said. “They’ve always been a bit high, and that hasn’t changed. Second, our lead times have never been very good, and if anything they seem to be getting longer, not shorter. And third, whatever is going on at Oakton is losing us business. I know of two accounts that have completely gone away because Oakton has been screwing up – and I would say there are at least half a dozen others just on the West Coast that are starting to look around.”

“I just came from Oakton,” said Amy. “They’re doing a major implementation of Lean Six Sigma out there, and I firmly believe that LSS is going to resolve all your execution issues.”

“How soon?”

“A few more months and you should start to see a noticeable improvement – and it’s going to be continuous improvement. Quality and everything else will just keep getting better and better. In fact, I think that the sales force should be talking to customers about LSS. Maybe you could have a laptop presentation on Lean Six Sigma put together for the salespeople.”

Garth was shaking his head.

“Why not?” asked Amy.

“Because customers don’t care about that stuff. They don’t care about Lean or Six Sigma or any of the rest of it. They care about the things I just mentioned: Price. Perfection in all aspects of what they’re buying. Shorter lead times and more flexibility. Things like that. But they don’t care how it happens. In my opinion, LSS belongs at the bottom of page three of the brochure. That’s all the mention it deserves.”

Amy was becoming somewhat annoyed with him.

“I know a certain admiral in the United States Navy who would disagree with you on that,” she said.

“All right, you have me on that one,” Garth conceded. “But the average customer? I really don’t think they care. The results. The execution. Working with a salesperson they know and trust who can also put a smile on their faces. That’s what they care about. Sorry, but I have to be honest.”

“Yes. And please, always be that,” she said.

She was quiet for a moment, considering what he had said.

Then she asked him, “Do you really think Oakton is becoming a severe negative for us?”

“Look,” said Garth, “as we all know, Hi-T is the world leader in precision, high-performance composite materials. What we can do with, well, what is essentially a piece of plastic is unmatched technically. There are some customers who almost have to deal with us, because we can do things no one else can. But those customers are few in number. The vast majority have other alternatives for suppliers, and those suppliers have excellent facilities in Asia and in Europe, as well as the United States. If Oakton keeps screwing up, and driving away accounts that we’ve worked years building up … well, it doesn’t get much more negative than that.”

Late in the afternoon, and almost dreading it, Amy called Murphy Maguire.

“Murph, I need to have a meeting with you. How does tomorrow morning around eight o’clock sound?”

Murphy paused and then said, “I think I know what this is about. And let me just say that I do apologize for my outburst earlier today. It will not happen again.”

“I appreciate the apology, but I’m afraid there’s more to talk about than just that. My office, eight o’clock tomorrow?”

“Yes, I’ll be there,” he said quietly.

Such was his bitterness and anger over what was happening that Jayro called Murphy that evening on his private number to make sure he was all right.

“No, I am not all right,” said Murphy. “Jayro, I cannot abide this. The most foolish thing I have done in recent months has been to pretend to myself that I could just go along. I have too much of my life tied up in that place to stand by while someone ruins it.”

“How do you know it’s going to be ruined?”

“I don’t. But I’ve got twenty-five years of experience at that plant, plus a gut as big as the great outdoors that tells me we should be nervous, not confident.”

“These folks seem to know their stuff, Murph. They got spread-sheets and data and formulas. Wayne and Kurt, and everyone else, they sure look like they know what to do. And there are a lot of people who are on board. They – and I am one of them – really would like for this to succeed.”

“That stings me, Jayro. I’d have thought that you, of all people, would have more common sense.”

“Well, no offense, Murph, but Lean Six Sigma appears to be the wave of the future.”

“Then you go ahead and ride that wave, Jayro. Because I cannot.”

The next morning at seven thirty, when Amy Cieolara arrived at the offices downtown, Murphy Maguire was waiting for her. Dismayed to see him there, Amy stopped in her tracks.

“You’re early,” she said.

“Well, I hardly slept at all last night,” he said. “And if it’s convenient for you, I’d prefer to get this over with as soon as possible.”

“I’m not going to fire you,” she said, “if that’s what you’re worried about.”

She took a key ring from her purse and unlocked her office.

“Come in,” she said.

Murphy took a seat in front of her desk. She noted that his blue eyes were indeed tinged with red, as if he’d had a bad night. She settled herself behind her desk.

“Now, what I want to know most of all is what is going on between you and Wayne Reese?” Amy asked. “Why are you two so angry with each other?”

“I would say that we have a professional difference of opinion,” said Murphy. “Wayne is absolutely committed to Lean Six Sigma. And I abide by what is known as the Theory of Constraints or TOC.”

“Theory of Constraints?”

“Yes, ma’am.”

“What’s that?”

“To give you the briefest possible explanation, the Theory of Constraints holds that every system – in our case, a business system, or at Oakton, a manufacturing system – is made up of resources that each have varying limits. Performance of the total system is constrained by whatever resource is the most limited. We sometimes refer to that resource, the one with the tightest constraints, as the bottleneck of the system. Therefore, the most efficient way to manage the entire system is to optimize the flow by maximizing processing at the bottleneck and making all other resources subservient to the needs of the bottleneck in terms of their own processing. Do you follow me?”

“No,” said Amy. “I haven’t the foggiest notion of what you just said.”

Murphy sighed. “Well …”

“Just tell me this,” said Amy. “Why are you, with this constraint theory, and Wayne with Lean Six Sigma, why are you at odds with each other?”

“First of all, there is much that we agree upon. Small transfer batches, for instance. And quick changeovers in equipment setups to enable greater flexibility. And, of course, quality and continuous improvement – though I do have to admit that at Oakton, we have become a little complacent about ongoing improvement in recent years,” said Murphy.

“But the differences?”

“Yes, there are several, and they are very important. Wayne believes in a balanced production line. I subscribe to an unbalanced line. Wayne’s objective is to reduce capacity to exactly whatever is customer demand, and then exploit that capacity to one hundred percent. I accept that extra capacity is very necessary for maximum throughput, and that using more than a few resources at a hundred percent is extremely inefficient. Wayne strives endlessly for perfection. I cope with the reality of endless imperfection. Wayne believes that through continuous effort and investment, all meaningful variation can be eliminated. I say, horsefeathers; there will always be some variation, and even if you do succeed in eliminating all variation, by then decades will have passed and you will have exceeded the design life of the technology. But most important, I believe – indeed, I know for a fact – that there must be a primary constraint regulating the entire system. For us, that constraint is Godzilla, the autoclave. And Wayne refuses to acknowledge the supreme importance of keeping Godzilla operating at peak efficiency.”

“Okay, wait! Hold on! Time out!” said Amy. She leaned her elbows on her desk blotter and rubbed her temples. “Wow, this is like the Democrats and the Republicans.”

“Please, ma’am, I don’t think we’re that bad.”

“But clearly you have different philosophies about managing Oakton, as well as the business in general.”

“We each subscribe to a philosophy that has much in common purpose with the other, but a few differences that are irreconcilable.”

“Seriously? You really think these cannot be reconciled?”

“Not without Mr. Reese accepting some realities at Oakton that I came to terms with years ago. There are actually many things I admire about Wayne, but he is a very stubborn man.”

Yeah, well, take a look in the mirror, she thought.

“Let me cut to the chase,” said Murphy. “Amy, I have given the matter a great deal of thought. Please understand that I am at heart a team player. But after a lot of soul-searching, I have come to the conclusion that I cannot remain at Oakton. There is a saying, ‘Lead, follow, or get out of the way.’ No one will let me lead, and I cannot follow, so I have to choose the third alternative.”

Amy blinked as she realized that he was in earnest.

“Murph, are you sure? Is this what you want?”

“No, it is not what I want. I am just a few years away from retirement, and I always thought I would retire from Hi-T.”

“Do you intend to leave the company?”

“I would prefer not to. If there is anything else, any other position where I could be useful …”

Amy pressed her lips together and thought for a moment.

“Why don’t you take some time off,” Amy then said to him. “Take a few days, whatever. Let me talk this over with Human Resources. Right now, I don’t know what, if anything, we can offer. If there is a position or if we could create one for you, it might involve a move down and less money. But if we can come up with something, would you be interested?”

“I certainly will give it fair consideration,” said Murphy, brightening a bit, clearly relieved that some other position might be an option. “And I do thank you. I’ll appreciate anything you can do.”

“Well, I appreciate your being forthright,” said Amy. “By the way, is there anyone you would recommend as your replacement at Oakton?”

“Jayro Pepps,” said Murphy without hesitation. “He is a believer in LSS, and as far as plant operations, he knows as much as I do – almost. And if he ever invites you over for barbeque, be there.”

Reactions to Murphy Maguire’s decision to leave Oakton were varied and not all were what Amy had expected. When Amy spoke to Wayne Reese later that morning, he at first expressed surprise.

“I didn’t think he would just up and quit,” said Wayne.

“We’re trying to work it out so that he doesn’t have to leave the company,” said Amy. “But I’m not sure if we can find him anything that’s mutually acceptable.”

“Well, it’s too bad in a way … but I think it’s really for the best,” said Wayne. “You know, we’re trying to make big changes, and if he can’t wholeheartedly embrace what we’re trying to accomplish, then it’s a good thing for everyone that he’s stepping aside. And I respect him for that. Maguire is actually a very smart guy – just stubborn and set in his ways. I hope he lands on his feet.”

“You’re sure you don’t want to talk to him and get him to reconsider?” asked Amy.

Wayne hesitated.

“No, I’m sure he made the right call,” Wayne said.

But when Amy mentioned the matter to Garth Quincy, Garth’s reaction was quite different.

“Murph is quitting? Oh, man. That sucks big time.”

“Why? Were you friends?” asked Amy.

“No, I hardly know the guy. It’s just that Murph was, I’ve always thought, one of the best people in this company.”

“Now, wait a minute!” said Amy. “Just yesterday you were saying that if Oakton doesn’t get its act together, it could bring the whole company down. Now Murphy quits and you’re upset. Why the change of heart?”

“I never said Murph was the problem! What I said was that since Winner took over, Oakton hasn’t been the same! I didn’t mean that it was Murphy’s fault. Over the years, in my opinion, he’s been dependable. It’s just that in the last few, especially this past year, things have been slipping. If that’s because of him, then I’m glad he’s out. If not … well, I hope you get somebody good in there.”

“Mom, I need my baseball uniform.”

“Ben, you’ve got two of them. Where are they?”

“They’re in the laundry.”

“Both of them?”

“Yeah, and it’s Michelle’s week.”

Amy sighed. It was Saturday and she was at the kitchen table working on her laptop, reading the latest figures on shipments, which were showing no improvement.

“Did you ask your sister nicely to wash at least one of them right away?”

“Yeah, and she told me, too bad, she’s washing delicates.”

Amy got to her feet and started for the basement stairs.

“You know,” she said to Ben over her shoulder, “I bought you the second uniform so we wouldn’t have this problem.”

“But the coach is teaching me to slide! They get dirty real quick!”

Michelle was pairing socks when her mother came down the basement stairs.

“Ben has a game two hours from now,” Amy stated. “He needs a clean uniform.”

“Well, I can only do one thing at a time!” Michelle said.

“Do you happen to know which basket either of his uniforms might be in?”

“Try the yellow one.”

Amy rooted through and came up with a pair of filthy pants and a mud spattered jersey.

“What’s in the washer now?” she asked Michelle.

“Delicates.”

“We don’t need delicates right now; we need baseball uniforms.”

Amy pressed the knob on the machine and stopped the washer mid-cycle.

“Mom! What are you doing?”

“Expediting.”

“But you’re going to screw up my system!”

“You want your brother to have to play left field in his underwear?”

“That’s a thought. I’ll get my camera.”

“Get an empty laundry basket instead. We’ve got to get these wet clothes out. Come on, we’ve got just enough time to get this done.”

“You’re ruining my takt time,” Michelle grumbled as she held the basket for her mother.

“Never mind takt time. We’re in a rush.”

Amy stuffed the uniform into the washer basket, doused it with liquid detergent, and restarted the machine.

“All right, now that that’s going, what’s in the dryer?”

“Towels.”

“Oh great,” said Amy. “Towels take forever to dry. Listen, as soon as the washer is done, take the towels out and hang them up to air dry.”

“Ah, Mom, this is really messing me up! I’ve already been down here like forever! And now everything is going to take that much longer! I have to wait until his stupid uniform is washed, then I have to restart all the sopping wet delicates, hang up the towels, get his uniform into the dryer, and while I’m doing all that, I’m falling behind on ironing and folding!”

“Michelle, your brother needs his uniform; what do you want me to do?”

“Why can’t he do it himself?”

“Because it’s your week for doing laundry. That was the deal.”

“But how come I always get the heavy-duty weeks – with baseball uniforms and towels? It’s not fair!”

“All right, go back to folding. I’ll handle this.”

“So much for efficiency,” muttered Michelle. “You know, when you’re one person having to do everything, you’re really out of luck when something goes wrong.”

“No kidding.”

Ben struck out once, then had a fly-ball out. His uniform to that point in the game was immaculate. But then in the fifth inning, with his team down by one run and runners on second and third, he smacked a ground ball up the middle. The ball whispered past the shortstop’s outstretched glove and rolled deep into center field. The runners on second and third raced for home and scored, as Ben Cieolara rounded first base and slid into second, raising a huge plume of red-brown dirt – safe! On the next pitch, Ben stole third and raised another plume. But a strikeout ended the inning. Still, the visiting team was held scoreless in the sixth – and, for Little League, final – inning, meaning that Ben’s team won. His uniform? Immaculate no more. Amy made him dust off before she would let him sit in her car.

Late in the afternoon the whole family was at Amy’s house. Amy was going out that evening with Tom Dawson, and so her parents had come over to be with the kids. There was the usual chaos with her father shuffling around, and the kids forever thinking up new ways to annoy each other, as well as everyone else. Yet Amy had blocked all of that out.

She was at the kitchen table again, peering at the screen of her laptop. Sometime during the excruciating boredom lasting between the second inning and the fifth, her mind had returned to work matters. As a vapid smile on her face pretended to suggest keen interest in what was happening on the field, a few nagging facts about what was happening at Oakton continued to disturb her. Now she had called up a number of spreadsheets and reports from years before – prior to Winner – and was making comparisons between then and recent performance.

She was absorbed in this when suddenly from behind two strong hands clamped down on her shoulders, startling her enough that she let out a little shriek.

“Gotcha!”

It was Tom Dawson. One of the kids had let him in the front door, and he had sneaked up on her.

“Good thing you’re not a terrorist,” he said.

“Yes. Good thing.”

She tried to refocus on the columns of numbers.

“Hey, don’t you know it’s Saturday night?” he asked. “You can quit now.”

“Just give me five or ten minutes. I got some beer for you. It’s in the refrigerator, if you want one.”

He extended a muscular arm in front of her. She twisted it. He opened the refrigerator and got a beer.

Twenty minutes later, Amy was still at it. Tom came back, sat down at the kitchen table, and began to stare at her.

When she acknowledged him, he said, “Hi, Amy.”

“Hi. Just another couple of minutes. I’m sorry.”

“Why don’t you unlock that cage you’re in and come out and play?” he asked.

“There are things going on at work that are bothering me.”

“Like what?”

“Like the fact that we are a good way into the year, and I am not seeing the pickup in financial performance that I was expecting, despite all the improvements that Wayne Reese, my ops manager, has been installing.”

“I remember him,” said Tom. “He’s the Lean Six Sigma true believer.”

“Right, he and his Black Belts and Green Belts have been reconfiguring equipment, shifting workers here and there, and balancing the production line.”

“Balancing the line,” Tom repeated with the trace of a smile. “I know that phrase.”

“And meanwhile, the manufacturing guy who ran the Oakton plant for so many years is quitting on me.”

“How come?”

“That’s one of the many things I’m trying to understand. He was in my office this past week talking about how he just can’t go on with Wayne telling him how to run things – and it’s more than just egos or turf wars. It’s something philosophical. Murphy – that’s his name, Murphy Maguire; I don’t think you ever met him – was trying to tell me about some theory of something or other.”

“Theory of Constraints,” said Tom.

“Yes, that was it.”

“In the Marines, when they assigned me to manage part of the aircraft maintenance system, we used all three of them: Lean, Six Sigma, and the Theory of Constraints, or TOC.”

“Murphy made it sound like they were irreconcilable.”

“That’s not true. Lean and Theory of Constraints share a lot of the same values.”

“Well,” said Amy, “Wayne also seems to believe that they’re incompatible. He won’t hardly give Murph the time of day.”

“Lean and TOC also have some big differences, too. And if Wayne is running a balanced line, it’s no wonder that your manufacturing guy is fit to be tied.”

“Why is that?”

“Because a balanced line doesn’t really work.”

“Seriously? What do you mean it doesn’t work?” she asked.

“W-e-l-l,” he said, drawing out the word. “You know, it can work. If you have decades to remove all the variation in the system.”

“Decades? You mean, it works after decades?”

“In a large system, it takes a long time to engineer all variation out of the system – and by then, whatever you’re making, as well as the technology you’re using to make it, is probably outmoded. The quest for perfection exceeds the practical life of the product.”

“Wayne Reese is an LSS Master Black Belt,” said Amy. “Why would he advocate something that doesn’t work?”

Tom shrugged his shoulders and suggested, “Maybe because he believes in what he was taught.”

Amy put her hand on his forearm and said, “Tom, honey, are you sure about this?”

“Do your kids have a Yahtzee game? Parcheesi? Some kind of board games?” he asked.

“Yes, but why?”

“Because if you have some dice and a few other things, I can show you what happens with a balanced line and why it doesn’t work,” he said. “It’s a little game – actually more like a simulation than a game – that they taught us in the Marines. I mean, we actually did this.”

“All right,” she said. “Show me.”

“It would help if we had more people than the two of us. If you can get your parents and your kids to pitch in, it’ll go faster. It’s sort of fun. They might enjoy it.”

“Just in case, I’ll offer them a bribe,” Amy said to Tom, then called toward the living room:

“Hey, kids! Mom and Dad! How about pizza for dinner tonight?”

The idea met with enthusiasm.

“Okay, great,” said Amy. “I’ll call in the pizza order, but while we’re waiting for delivery, I want us all to play this little game together.”

“What kind of game?” asked Michelle.

“I learned it in the Marines,” said Tom. “It’s a dice game.”

“Marines. Dice. I might have known,” said Amy.

“Well, it’s not craps, if that’s what you’re thinking,” said Tom. “Anyway, I need a few things.”

Amy scrounged up everything that Tom asked for – a dozen dice from various board games, a big jar of pennies, and a tablet of paper and a pen for keeping score.

The six of them sat around the dining room table. Tom was at one head of the table. To his right were Ben and Michelle. Amy sat at the far end of the table. Then to her right sat Harry and Zelda. Tom explained the rules.

“The idea of the game is to move pennies from one person to the next, starting from my end all around the table. We’re going to play the game two ways. The first way, each of us will have one die to roll, and we all roll together. Whatever number turns up – from one to six – determines how many pennies you can move from your position to the person on your right. Any questions?”

“Yes,” said Harry, raising his hand. “Where are we? Have I been here before?”

Zelda and Amy made the explanations, then Tom resumed.

“All of you start with four pennies. I am the bank, with the jar of pennies. Whatever I roll, I move that many pennies to Ben. And whatever Ben rolls allows him to move that number of pennies to Michelle – and so on around the table to Grandma Zelda.”

“So in manufacturing terms,” said Amy, “you would be raw materials inventory, the one who gates materials into the system.”

“Right,” said Tom. “Now if you want to think of this as a game, we’re all on the same team. Either all of us win or none of us win. There are no points for individual achievement. In order to win, we as a team have to get the expected number of pennies around the table and past Grandma Zelda, at which point they are through the system.”

“Finished goods,” said Amy.

“So how many pennies do you think the system – the six of us – can process in one turn?” asked Tom.

“An average amount,” said Ben.

Tom smiled, and said, “That’s right! An average number. And what would that number be?”

“Three,” said Zelda.

“Well, not quite,” said Tom, “because if you add the numbers one, two, three, four, five and six, the total is twenty-one. Divide by six to get the average, and –”

“Three-point-five. That’s the average,” said Ben.

“Right! But you can’t have half a penny, can you?”

“No,” said Amy, “but over time, you’d expect the system to deliver three to four pennies per turn.”

“That’s what you would expect?” asked Tom. “You’d bet your career on that?”

“I think you’re setting me up,” said Amy. “But sure. Why not?”

“Each round has twenty turns, to simulate a month with a five-day work week. So the expectation would be a total of how many pennies per month?” he asked.

“Seventy,” said Amy.

“Yes, three-point-five times twenty equals seventy,” said Tom. “But, hey, let’s cut ourselves some slack. Let’s say our target is sixty-five.”

“No, I think if we all try hard, we can do seventy,” Amy joked. “We just need to blow on the dice once in a while for luck.”

“Okay! She’s the boss! Seventy is the target,” said Tom. “Now remember, what we’re simulating here is a balanced system – a balanced processing line. We each have one die, even me. So we each have exactly the same capacity. It’s a level playing field, just like Lean says you should have.”

“Okay,” said Amy. “Let’s go.”

“One last thing. Everybody, except me, starts with four pennies each on the table. I am the penny vendor, so I have lots of pennies. We all roll dice at the same time, and you can only move the number of pennies that your die rolls – if you have them. So if Ben rolls a three, that allows him to move three pennies to Michelle if he has them in front of him to move. Let’s say that during the game he only has two pennies and he rolls a four, then he can only move two, because that’s all he’s got. And it’s the same for everyone else. Are we ready? Everybody roll …”

The dice chattered on the tabletop.

Tom rolled a four, Ben rolled a two, Michelle a three, Amy two, Harry four, and Zelda two. That meant Tom took four pennies from the jar and moved them to Ben; Ben moved two and was left with six pennies (four from Tom, and two left over from his original queue). And so on around the table.

On the first turn, they moved two pennies across the finish line – Zelda, having rolled a two, was only able to move two pennies of her four-penny inventory. But on the second turn, Zelda rolled a six. And she had six to move, because – with Amy helping her dad – she had received four from Harry on the previous turn.

“Come on! Roll those sixes!” Amy squawked.

They joked back and forth with each other. Ones were booed; sixes were cheered – and there were groans when the high rolls were for naught because the pennies in queue were less than the number rolled.

“All right! A six!” called Amy on the first turn of Week Three.

“Boxcar!” said her dad.

“Ah, nuts. I only have two,” Amy said, moving her two cents over.

Tom kept a tally on the pad of paper. In the first week, they “finished” fifteen pennies. The second week, sixteen. But the third week, only twelve. And in the fourth week of the month, also only twelve pennies. The grand total for the month: fifty-five cents.

“Not exactly the seventy cents you were targeting for the month,” said Tom. “It’s not even the easier target of sixty-five.”

“If we played it again, couldn’t the average improve?” asked Amy.

“In the Marines, we played this multiple rounds,” said Tom, “and let me tell you, fifty-five for the balanced system model is pretty good. Most rounds, we ended in the forties. I think one time my team did hit sixty, but we never once made the target. And did you notice what happened with the inventory?”

“The work-in-process? The pennies in process? The number grew,” said Amy.

Indeed, at one point in the third week, Ben had eighteen pennies in front of him. And it was not uncommon toward the end of the game month for there to be a dozen or more pennies waiting in queue in front of one or more of them around the table.

“We started with twenty pennies on the table,” said Tom, “and we ended the month with more than double that number – forty-six.”

“True, but this is not really a Lean model with pull-through inventory,” said Amy.

“No, it’s not. On the other hand it is a balanced system, and you can see the tendency of a balanced line when you have variability in combination with dependency.”

“Dependency? What does that mean?” asked Zelda.

“One thing depends on another having happened,” said Amy. “For one event to occur, a prior event has to have occurred. In order for the kids to be allowed to watch TV, they first have to have finished their homework.”

“And then there is interdependency,” said, of all people, Harry, chiming in. “Two or more conditions dependent on each other.”

“Right, Dad!” said Amy.

“Where are we again?”

His daughter patted him on the shoulder, saying, “You know, Dad, parts of your mind are still sharp.”

“And other parts,” Harry muttered, “not so good …”

“That’s the way the disease is,” said Zelda.

“Let’s do one more round,” said Tom. “But this time we’re going to run an unbalanced system, rather than a balanced one. We will unbalance the line by adding a constraint.”

“This sounds weird,” said Michelle. “Why would you do that?”

“Just because it’s Saturday night and we want to be wild and crazy,” said Tom. “Now, the way we’re going to unbalance the process line is everyone will now have two dice, but your mom will only have one die. So she will be the constraint. She will have half the processing capacity of each of the rest of you.”

Amy stuck out her lower lip and pouted.

“That means the least she can process will be one penny, and at the most six pennies. But the rest of us, including me as penny vendor, can move anywhere from one to twelve pennies. What do you think is going to happen? Will we move more pennies or fewer pennies than before? Will we do better than sixty-five? Seventy?”

“Less,” said Zelda. “Because Amy will be holding everything up.”

“I think it’ll be about the same as the first round,” said Ben.

“All right, let’s see,” said Tom as he finished passing out pennies and dice. “Now, all of you start with the same four pennies as before. Are you ready?”

The dice again chattered on the dining room table. The pennies were slid from person to person. And in the first game week, they moved a total of twenty pennies across the finish line. In the second week, they moved a mere thirteen, due mostly to Amy’s lower-than-average rolls as the constraint. All five turns, she never rolled higher than a three with her one die. But in the third week, the unbalanced line processed nineteen pennies. In the fourth week: a fabulous twenty-one cents. These made for a grand total of eighty-three pennies – handily beating the lean, level balanced line.

As expected, the pennies in process had soon backed up in front of Amy. By the end of the fourth week, there were forty-two pennies in queue in front of her. But once through the constraint, the pennies had flowed quickly to and across the finish line.

“Wow. That’s very different from what I expected,” said Amy. “I really thought the best that we would be able to do would be to equal the balanced line. Because the most I could roll was the same as before.”

“That’s true,” said Tom, “but you always had plenty to process. The inventory came to you quickly and was moved to the finish line quickly.”

“Right, although of course it took twice the capacity, which in the real world costs a lot more than dice,” said Amy, “and look at the work-in-process!”

“Yes, the WIP at the end of the month was … sixty-three pennies,” said Tom, checking the tally. “With the balanced line, WIP was in forties, or double the starting WIP. The constrained line tripled the WIP by the end of the month. But your throughput more than met the target.”

“So assuming all the pennies went to market and were sold,” said Amy, “we probably made a good profit.”

“We made a pretty penny then!” said Zelda.

The kids groaned.

“If you’re up for playing a third round,” said Tom, “I can show you how you can keep the system constraint, get good throughput, and have low work-in-process inventory. What we need is a signal –”

At that moment, the doorbell rang.

“For pizza!” shouted Ben, leaping out of his seat.

“I’m getting it!” yelled Michelle, running after him.

“I’m buying,” said Zelda, motioning her daughter to stay seated as she got up to get her purse.

Tom looked down the table at Amy and said, “Well, I guess the game is over. We lost half our workforce.”

“But thanks,” Amy said to him. “That was enlightening.”

“So have you punched out from work?” he asked. “Are we going to have some fun tonight?”

“I hope so.”

The pizzas – Amy had ordered two – were devoured. Harry raved that he couldn’t remember ever having pizza so good, and he alone consumed four pieces and would have had more if Zelda had not pushed the pizza box out of reach. Twenty minutes later, Harry was in the bathroom, sick.

“I’d better get him home,” said Zelda. “I’m sorry.”

With Tom in his Mustang as a chase car, Amy drove the big Ford to her parents’ house and helped her mother settle Harry in for the night. She rode back with Tom. But that blew their plans for the evening, because now there was no one to stay with Amy’s kids.

“Aren’t they old enough to stay home by themselves?” asked Tom.

“I just don’t feel comfortable with that,” Amy told him. “How about watching a movie in the living room?”

“Fine,” he said without much enthusiasm.

She let him pick it, thinking that would pacify him. But halfway through, in the middle of the car chase with orange explosions on the screen lighting the room, Tom looked at her face and observed that Amy had drifted off – not to sleep, which had often been the case before, but to somewhere else, away from him. He pressed the pause button on the remote.

“What?” she asked, snapping back.

“Are you at work again?” he asked with disgust.

“Well … I just thinking about the dice game. I’m going to question Wayne about the constraint idea on Monday, and I was just thinking about the best way to do that.”

Tom got to his feet.

“Where are you going?” she asked.

“Home,” he said calmly. “No, on second thought, I’m going to a little place I know, maybe bump into some old friends who like to have fun and will actually be in the same room with me when I talk to them. Good night.”

And Amy sat there stunned as he walked out the door.

“Tom!” she called.

By the time she got to the front porch, he was in the car. He made a somewhat noisy departure down the street, and was gone.

It had been their first real fight. It would not be their last.

On Monday, Amy did her best. She showed Wayne Reese the tally sheets from the two rounds of the dice game on Saturday night, one round with the balanced line and the other round with the constraint installed. She tried to explain what the results seemed to prove. But Wayne was unmoved.

“First of all – dice?” he asked. “A one-to-six variation? That’s high variability, Amy. What we’re striving for is no variability. Zero. Or a very small amount – not anything like what a roll of the dice would suggest. We want dice that always roll the same number.”

“Yes, but is that achievable?” asked Amy.

“We’re working on it.”

“Is it achievable this year?”

Wayne looked at her as if she had asked for the moon.

“No, of course not! But look at what we have been able to do,” he said. “Look at the M57 Line! Simply by reconfiguring the M57 Line we have been able to achieve a twelve percent reduction in cost and a twenty percent increase in throughput! And you can take that to the bank!”

“Can I?”

“Well, I didn’t mean literally,” he said.

“You say there’s a twenty percent increase in throughput? Why am I not seeing a twenty percent increase on the bottom line?”

“Because we have more work to do!” Wayne protested. “Our next target is going to be Final Prep, then probably Coatings, then Packaging and Shipping. I mean, we can’t do everything at once!”

“All right,” Amy said. “But you think we will have a significant improvement – with clear financial gains – later this year?”

“Yes, absolutely, I believe we will. I mean, it’s not entirely up to me or Oakton, but if the sales are there to support it, I think we’re going to have a blow-out fourth quarter. We’ll be capable of it anyway.”

“Really?” asked Amy. “Well, just the same, maybe I should throw out a few words of caution to Nigel.”

Wayne shook his head.

“Of course, it’s your call,” he told her, “but if I know Nigel, he’s not going to take kindly to your backing off. If he gets impatient and demands rigid cost controls, it might even jeopardize some of the progress we’re making on keeping the line balanced.”

Amy sighed and pressed her lips together as she felt the stress weigh on her.

“I’ll think about it,” she said. “But one more thing. Since we currently don’t have dice that always roll the same numbers, and there is variability, and there is interdependency and all of that – what about the need for a system constraint?”

“A system constraint?”

“Yes, like my, um, friend, Tom, says has to be there?”

For a second, Wayne was working to cover his amusement. Her, um, friend. Tom. The flyboy. Like he would know anything about manufacturing high-tech composite materials. Then Wayne sat back.

“Amy, you can relax. We’ve already thought of that. We’ve got it covered.”

“You do?”

“Yes, we’re going to be establishing a pacemaker on the M57 Line.”

“A pacemaker? What’s that?”

“It’s the same thing as a system constraint. That is, it accomplishes the same purpose. A pacemaker process does what it sounds like – it sets the pace for the entire value stream. It’s a single scheduling point for the entire system. Every piece of inventory above the pacemaker is pulled to it. Everything below in the value stream flows in a nice, smooth, level manner.”

Amy began to nod in agreement as she visualized what Wayne was talking about. Then a question came to mind.

“Why the M57 Line? Why should that determine scheduling? And anyway, I thought you were done with the M57,” she said.

“Kurt and I have had a lot of discussion on this. There is some question on where to locate the pacemaker. For made-to-stock products, typically you would want it more downstream, like in Final, where everything comes together. But for a portion of what we produce, there is no assembly; it’s one piece. That stuff comes out of the autoclave and goes to Coatings or even straight to Packaging.”

“Right, I’m with you,” said Amy.

“So Final didn’t make sense. And anyway, most of our profit and even the majority of our volume comes from made-to-order, custom-designed products. In that case, you want the pacemaker upstream where the final specification is set. Therefore, to me, the M57 makes the most sense. That way we won’t overwhelm the system – and unbalance the line – with the efficiency gains we’ve achieved on the M57.”

“You mentioned the autoclave,” said Amy. “If I recall correctly, Murphy Maguire was telling me that Godzilla was the system constraint. Like, you know, a real bottleneck?”

This clearly touched a raw nerve inside Wayne.

“Look, Amy, we are designing Oakton for the future, not for the past. The autoclave – and I prefer to call it by its correct name, the AC-1240 – is so problematic in terms of Lean production that at some point it’s going to have to be replaced. Why should I let a batch-oriented piece of junk that’s going to be replaced dictate our takt time? We cannot allow our entire product flow to be set by yesterday’s technology and yesterday’s thinking!”

As she listened to this, Amy in fact did begin to relax. Clearly Wayne Reese knew what he was doing, she thought to herself. She decided she should continue to give him a free hand.

“All right,” she said. “I’m going to let you handle it.”

“Amy, I think we have accomplished an awful lot at Oakton in a relatively short period of time,” Wayne said in conclusion.

“Yes, you’ve worked hard, and I don’t in any way mean to question your sincerity or your integrity,” said Amy. “It’s just that there is a lot riding on this – for me professionally, and for everyone in the company. You have to come through, Wayne.”

“Understood. Look, I meant what I said earlier. I truly believe that by the fourth quarter, Oakton will be capable of delivering whatever Garth Quincy and the salespeople can bring in. We just have to let the Lean techniques run, keep Six Sigma in there reducing variability, and stay the course. Something this good has to pay off.”

That same Monday, Amy sat down briefly with Garth Quincy in his office.

“Wayne just told me a little while ago,” said Amy, “that he firmly believes that Oakton will have most of its issues resolved toward the end of the year. He thinks we’ll be capable of delivering what he called ‘a blow-out’ fourth quarter.”

“No kidding?” asked Garth.

“That’s what he said. So my question to you is, will the sales be there to make it happen?”

Garth interlaced the fingers of his salon-tanned hands and put them behind his golden head as he thought.

“Well, the fourth quarter, as you know, is historically our best time of the year, for various reasons,” he said. “So … yeah, it’s possible. If Reese and Oakton are sure they can deliver, I can throw together some incentives, and we can do a beat-the-bushes campaign to rev things up. What about Rockville? Is F&D on board? Because, you know, they have to review the designs of anything non-stock.”

“I have a call scheduled for tomorrow morning with Viktor Kyzanski,” said Amy. “I’ll be sure that he’s alerted.”

“All rightie then,” said Garth. “I’ll get my team on it. But Reese had better come through for us.”

As soon as Amy returned to her own office, Linda brought in a long white box tied with ribbon and a crisp red bow.

“They just arrived!” Linda chirped. “Looks like somebody likes you!”

Amy’s fingers pulled off the ribbon, and she opened the box to find a dozen long-stemmed roses inside. Roses, in fact, were not her favorite – she loved gladiolas, and was charmed by the simplicity of daisies – but he didn’t know that yet. These roses were fresh and beautiful, and most certainly expensive.

Linda cooed over them and then went to get a vase. Amy opened the little envelope with the card. The message was almost blunt:

Sorry,

T. D.

Well, she thought, it does at least mean that he cares. She picked up the phone and called him.

“Dawson here.”

“I’m sorry too,” she said.

There was a long pause.

“All right,” he said, “we’re both sorry. Do you want to try again?”

“Do you?”

“Well, I wouldn’t have sent you the roses if I didn’t.”

She smiled. Spoken like a true man, she thought.

“This time,” she said, “I will not talk to you about business when we’re together.”

“Hey, I don’t mind if it’s once in a while. Some of it is interesting,” he said. “It’s just that there’s a time and a place for everything.”

“I agree,” said Amy. “I absolutely agree. Sometimes it’s hard to find the right balance.”

On Tuesday morning Viktor Kyzanski called from Rockville.

“Amy, it’s Viktor. Listen, before we get into everything else, I want my factory back.”

“Your … factory?”

“Right. The little factory that Random Tornado, in his infinite wisdom, did away with. You know what I’m talking about, don’t you? That factory we owned over in Virginia, near Dulles. We used it for all kinds of things, small-lot classified work, single-piece projects – and more important, we used it to build prototypes and to test manufacturability. It was very handy, and if a problem came up, we could scoot right over there and have a look. I mean, it was like our own, private Skunkworks.”

Amy dredged her memory. “Excuse me, but Skunkworks?”

“It was a sort of factory-within-a-factory that Lockheed set up to build advanced aircraft.”

“Oh,” she said. “Yes, go on.”

“Well, now, post Tornado, having found that we just can’t get any cooperation out of Highboro or Oakton, my people have resorted to using outside suppliers for prototypes and testing. And it is damned expensive, plus there are often proprietary and security concerns, not to mention delays and the inefficiencies of dealing with vendors who are hundreds or sometimes thousands of miles away. Seriously, Amy, I’m having to put my analysts and engineers on airplanes, causing them to lose days, whereas if we had a place nearby, they could resolve everything in a few hours. So I want my factory back.”

“Viktor, I don’t disagree with you on this, but who’s going to pay for it? There is no money in this year’s budget for building a new factory – even a small one.”

“Can’t we go to Winner for funding?”

“We can, but I know they won’t give it to us.”

“Why not?”

“Because their own manager – Randal – was the one who closed the Dulles shop! Nigel Furst is not going to take kindly to investing in a new mini-plant to replace the one that was shut down just a couple of years ago. No way.”

“Well, something has to be done, because we are getting serious push-back from clients about the costs, and the lost time, and all their other concerns, which are legitimate,” Viktor insisted.

“I understand what you’re telling me. But the facility that you’re talking about is out of the question. We’re going to have to come up with some other solution.”

Viktor was barely listening. He rambled on with his complaints.

“Don’t you find it ironic that you have this Lean Six Sigma program going on that is supposed to eliminate waste – and we have a real problem that is extremely wasteful in any number of ways! Why can’t we solve this?”

That was when the idea popped into Amy’s mind.

“Maybe we can. I just thought of something,” she said. “Let me do some checking and call you back.”

Two weeks later everything had been worked out. With the approval of Human Resources, Murphy Maguire took a new position called Manufacturing Liaison. He would be assigned to Formulation & Design in Rockville, and would be on their payroll – at a 20 percent cut in pay – but would split his time between there and North Carolina. His responsibilities were to coordinate anything F&D and its clients needed with respect to manufacturing at Oakton, and also to serve as a kind of internal consultant on all things manufacturing related. In particular, one of his major objectives was to reduce the professional time and expense associated with building prototypes. Longer term, he was to come up with a feasibility plan to determine whether a new mini-plant, like the one that had existed near Dulles, was a cost-efficient option – or if not, then to come up with alternatives.

At first, Viktor Kyzanski vociferously resisted this arrangement – Viktor wanted his factory. Amy finally convinced him that he was not going to get it, and Viktor relented.

To replace Murphy at Oakton, Kurt Konani was named production manager. Jayro Pepps was closely considered for the position, but Wayne argued that at this crucial time he needed someone fully imbued in Lean and Six Sigma. Jayro was only an LSS Green Belt. Amy agreed to give Wayne what he wanted, on condition that once Kurt had moved on – as presumably he would once the Lean cultural change was in place – Jayro would be first in line to replace him.

Jayro, for his part, was fine with this. He quietly let it be known that he was not sure he really wanted to run Oakton. Not now at least.

“Some little feelin’ I got,” Jayro said under his breath.

Amy was pleased with herself in arranging the whole thing. From her point of view, moving Murphy to Rockville was win-win all around. Murphy’s experience was bound to be of value to F&D. The move would let Murphy stay within Hi-T probably until retirement without losing much, and he would keep all his benefits. Moreover, the new position was a means of moving Murph out of Wayne’s way, but still keep him a phone call away – just in case.

She asked Murphy to sit down with her for what was in effect an exit interview, although the move was a transfer, not a termination. When Murphy’s stocky frame filled her doorway on the appointed day, she sat him down and looked at his broad face and his receding silver-gray hair, and then decided his face had more color and his blue eyes were much cheerier than they had been. When she commented tactfully on this, he said that he had been sleeping better of late.

They talked about things, and then Amy said to Murphy, “I just have one more question. Not to open old wounds, but the system constraint at Oakton. You say it’s the autoclave, Godzilla.”

“Yes, ma’am, it is.”

“Wayne says that he is setting the M57 Line to be the system constraint.”

“No way,” said Murphy. “It won’t work.”

“But he’s establishing the M57 Line as being what he called ‘the pacemaker process.’ ”

“I do not understand Lean as completely as Wayne Reese. Heck, I don’t even advocate Lean necessarily. But a system constraint and a pacemaker process are not the same.”

“They’re not?”

“No, though I believe they are often confused with each other. A system constraint, managed properly, functions very well given ample reserve capacity both upstream and down. A pacemaker attempts a similar function, but does so with everything quote-unquote ‘-leveled’ – the balanced line. When real-world variability enters the equation, you’ve got problems.”

“Like what kind of problems?” asked Amy.

“The pacemaker process is still ticking along, trying to act like a clock, like everything else will also behave like a clock. But if any of the little clocks get out of synch with the big clock – the central clock, the pacemaker – they do not have the juice to run faster.”

“Why not?”

“Because Wayne leaned them. He trimmed the mainspring on every clock. They can only tick so fast. He’s balanced the line, but that means everything has to run perfectly at close to one hundred percent. So he’s tightened the capacity of every resource. He did it in the name of eliminating waste. But you know what happens when you do that, don’t you?”

“I don’t know, Murph. Tell me.”

“You end up with the potential for any resource to become a bottleneck.”

“How so? I’m trying to understand here, but …”

“With a system constraint, you have one bottleneck – a primary constraint – and you know where it is. With a balanced line, even with a pacemaker, due to trimmed capacity and too little reserve, you potentially can have a lot of bottlenecks. So they will seem to pop up here and pop up there, all over the place.”

Amy stared at Murphy, unsure whether to believe him.

“Well,” she said, “I appreciate your comments, Murph. But I feel I have to give Wayne his opportunity. Let him run with it.”

“I understand completely,” said Murphy. “Hey, it’s his plant now. And his problem, however he wants to handle it.”

“Good luck, Murphy.”

“Good luck to you, too, ma’am.”

11

The email from Sarah Schwick was brief:

Due to the demands of my primary responsibilities as chief chemist within the Formulation & Design unit, I am resigning effective immediately from my Lean Six Sigma project team. I have spoken with Dr. Kyzanski about this matter and he agrees with and has approved my decision to do so.
Thank you,
Sarah Schwick
Chief Chemist
F&D – Rockville

It was addressed to Wayne Reese, but there were a dozen or so people in Hi-T who were copied. One of them was Amy Cieolara. As soon as she had read it, Amy shot back a terse reply:

Sarah, please call me ASAP. I’d like to talk about this.
Thx – Amy

About ten minutes later, Amy’s desk phone rang; Sarah was on the line.

“Hi,” said Amy. “Hey, listen, your email about quitting LSS really took me by surprise. What’s going on?”

“Nothing,” said Sarah. “I just have too many other things on my plate to stay involved.”

“Did your workload increase?”

“No, not really. It’s the same ten thousand things to deal with every day. It’s just that … well, I want to apply myself where I’m most effective, and something had to go.”

“But why Lean Six Sigma? Why are you walking away now?” Amy asked. “When we started down this path however many months ago, you seemed very enthusiastic about it, and said you’d make time for it, and now you’re dropping it. What changed?”

Sarah hesitated.

“Is it something to do with Viktor?” Amy asked.

“No, it’s not Viktor,” Sarah said quickly. “I mean, he didn’t pressure me to quit or anything like that. It’s just that … if you want to know the truth, I’ve kind of lost confidence that Lean Six Sigma will be effective here. Maybe it’ll work at Oakton, I don’t know. But the way we’ve set it up here in Rockville, I just don’t see LSS as making much of a difference to the business overall.”

On the other end of the line, Amy was stunned.

“And why is that?”

“Well, because look at the projects that were approved. Like we’ve reduced the actual distance required to make a material sample for our clients. It used to be the technicians making up the samples had to walk all over the building to do what they needed to do, and if you added up all the steps, the distance was more than twelve hundred meters. Now they’ve got it down to less than a hundred meters, and they think they can eventually get it to less than sixty-five meters.”

“Well, they’ve eliminated wasted effort. What’s wrong with that?” asked Amy.

“Nothing!” said Sarah. “On the other hand, what does it matter? So what if the people making the samples walk fewer steps? Actually, I think they’re all gaining weight because they’re getting less exercise.”

“So you’re saying the end result has been negative?”

“No! I don’t mean to imply that at all. We’ve made this one process more efficient. That’s fine. Great. But how does that improve what’s really driving the business? How does it help with all the things that are driving me crazy? Let me assure you, I don’t lie awake at night worrying about whether some technician has to walk eight hundred meters or eighty meters or sits on his butt all day.”

“What does keep you awake at night?” Amy asked her.

“Worrying about the analysts. Worrying about getting results from the loop to the analysts – and through the analysts. I worry about where things are inside the loop, and whether they’ll be ready on time. And I worry about how much we’re –”

Sarah abruptly shut up, almost as if she’d bitten her tongue. It was not lost on Amy.

“How much you’re what?” Amy prompted.

“How much we’re billing our clients,” Sarah said quietly.

“And why is that a concern?”

“Because we’ve got some pretty grumpy clients out there. I’m hearing from the project managers that we’ve got major accounts that are really upset over the invoices they’re receiving. Meanwhile, Viktor isn’t really doing much about it. He just –”

Sarah cut herself off again. For a second, Amy thought the call had been dropped. Then:

“Amy, I shouldn’t be talking like this.”

“Yes, you should,” Amy insisted. “Now, please, talk to me.”

“Viktor just keeps patching things over. He doesn’t want to fix what I – and a lot of others – see as the problems. He doesn’t want the loop to be efficient.”

“I’m sorry, say that again.”

“He doesn’t want the testing loop to be more efficient or more productive. He wants the loop to turn out accurate data. He wants dependable, verifiable results. He wants the loop to be fully utilized. But he wants the loop to be only as efficient as it needs to be.”

“Why is that?” Amy asked her.

“Because Viktor thinks that if the loop is more efficient, we’ll make less money.”

“Huh?”

“Amy, you have to protect me on this.”

“And I will. Keep talking.”

“The vast majority of our projects are billed on an hourly basis,” said Sarah.

“Right. Like lawyers.”

“So every working minute is logged against a project and a client account. Viktor thinks that if the loop is more efficient, there will be fewer billable minutes, therefore monthly billings will go down, and we’ll be less profitable. So anytime that anyone talks about improving the loop, Viktor starts to sing his standard opera about quality, and dependability, and why all the tests we do are so vital, why the exhaustive testing and retesting inside the loop is essential to predictable results, and priceless experience of the analysts, and the ingenuity of the chemists, and on and on.”

As Amy was absorbing this, the thought crept coldly across her mind that indeed Viktor might have a valid point. And if Viktor was right about lower billings, in a year when she was on the line to deliver higher earnings to Nigel Furst and Winner …

“The only reason Viktor allowed LSS to reduce the number of steps in sample prep,” Sarah was saying, “is because the time of those technicians is not billable to the client; they’re overhead. The same with clerical staff, which is why he allowed report formats to be standardized.”

“But wait, Sarah, those are real savings, aren’t they? And don’t those savings trickle to the bottom line?” asked Amy.

What savings? We still have the same headcount, the same number of staff!” said Sarah. “Expenses have not gone down, and we’re not bringing in more accounts or more business. By the way, that mini-factory that Viktor wanted? When we send professional staff to other locations, their travel time – if it’s billable at all – is charged at half the normal rate. Viktor wants to keep the analysts and chemists in Rockville as much as possible, so that they stay fully billable.”

Listening to this, Amy was struck by how much it made sense. She knew that she would not be able to disagree with either point of view – with Sarah for wanting to resolve the issues that caused her insomnia, or with Viktor for supporting a system that was no doubt wasteful and highly inefficient, yet time-tested, functional, and profitable.

“So you should not expect Victor to be a Lean champion,” Sarah said. “He may support Six Sigma and quality improvement, as long as it doesn’t interfere with billings. But not Lean. And that is why he has allowed, and even encouraged, the Lean Greenies to take over.”

Amy snapped back from her own thoughts. “The who?”

“The Lean Greenies. That’s what they call themselves. They’ve kind of hijacked LSS here in a political sense, with Viktor’s tacit approval, and they will only consider improvement projects that have a strong environmental tie-in. Like reducing paper consumption and recycling toner cartridges. If you suggest something to improve one of the lab processes, the first thing they ask is, ‘What does that have to do with saving the environment?’ For next year, they’re talking about replacing all the windows in the building to conserve energy. Viktor thinks it’s great, thinks it’ll make for good public relations. A nice fluffy story in a magazine. I say, screw the PR, I want real improvement in the things that worry me.”

“You are worried, aren’t you,” said Amy.

“Yes. The project managers tell me we are getting some serious push-back from clients. Yet just last month Viktor raised the billing rates again. That’s what he does almost every few years to boost profits; he bumps the hourly rates by ten bucks or so. And if clients complain, which they do, he just patches things over. So that’s why I’m dropping LSS; I want to focus on the things that really matter.”

Amy then thanked her for explaining and hung up.

“Wow,” she murmured after a few minutes of sitting there feeling overwhelmed and slightly numb.

Amy decided she would talk to Wayne Reese to get his reading on what was going on in Rockville. She did not mention the conundrum of the hourly billing conflict with efficiency, because she was still mulling that over. But she did mention the Lean Greenies and Sarah’s withdrawal from the program.

“Look,” said Wayne, “I know they’re a little bit off track up there. But for right now, I feel it’s better to let them take the ball and run with it. Did they pick the best targets to shoot for? No, probably not. Then again, hey, what’s wrong with cutting energy costs or boosting recycling? If that’s what brings them into the Lean culture, that’s fine. If we try to force them into some narrow little channel, they’re not going to be as engaged as they would be working on something that turns them on, something they really want to work on.”

“Okay, I can see that,” said Amy. “What’s it doing to improve the business?”

“It’s giving them experience in LSS tools and methods! It’s indoctrinating them into the Lean culture! So why not let them have some fun! And once they have enough certified Green Belts and Black Belts up there in Rockville, then we can steer them into some of the customer satisfaction issues, and so on. Besides, if the Rockville program achieves what they’ve set out to accomplish, they’re going to be saving something on the order of a quarter of a million dollars a year – which is not to be sneezed at, given that it’s a relatively small operation.”

“All right,” said Amy, not relishing a confrontation with him. “We can let it ride for now. Oakton in my opinion is more important. How is everything coming along out there?”

“Fine! It’s going great,” said Wayne. “We’ve almost rebalanced the production line, and this time I think we’ll start to see some real improvements in the metrics. I just know we will.”

• • •

For the first week or so that Murphy Maguire worked at Formulation & Design in Rockville, he kept to himself, feeling as he did like a new dog in a world of cats. Just figuring out what the heck he was supposed to be doing was enough of a challenge.

Even so, Murphy could not help but notice that there was a quiet tension hiding in the placid ambience of the F&D offices. And sometimes not so quiet: all of a sudden, a door would slam; there were outbursts of temper, exchanges of angry words in the hallways. Frowning faces would pass by Murphy’s cubicle and give him just the briefest of cold glances. The iPod was both allowed here and widely used, as if to screen out everyone else and stay isolated in a private auditory sphere.

One afternoon, from out of the general silence came shouting:

“Where is it? I need it now!”

“I’ll find it for you! But get off my back!”

Then silence again. Murphy stood up in his cubicle and searched over the tops of the dividers, just to see who was yelling. Though he never did detect the source, he made eye contact with a woman in a neighboring cubicle.

“Happens all the time,” the woman said to him. “My advice? Get an iPod.”

At first Murphy attributed the tension to the relative rudeness of northern, urban culture. But soon that explanation began to seem inadequate. He started taking more notice of things he overheard.

“Nothing ever gets finished around here until it becomes a crisis,” said someone in a small throng by the elevator.

“I know,” said another. “It’s all crisis management.”

Later, from somewhere near Murphy’s cubicle:

“I am not working this weekend. I swear I’m not. I don’t care what anybody says. I have not had a weekend off in a month. And you know what? It never gets any better. We never get caught up! I feel like we’re just spinning our wheels all the time.”

And:

“Why are you working on that?”

“Because Bob told me to!”

“Forget what Bob told you! Get going on the tensile strength report! Joe Tassoni needs it by the end of today!”

Then there were the emails – hundreds daily flying back and forth. What Murphy noticed as he read so many of them was the same underlying tension. People often went to considerable lengths in their writing – and no doubt invested considerable time – to defend even petty positions.

Every night Murphy called his wife, Coreen, from his hotel. More and more as time went on, he began to voice his own frustration.

“I’m telling you, honey, it’s a zoo up here,” Murphy told her. “For such a bunch of smart people, I sometimes wonder if they could manage to organize a two-car parade.”

Early in his tenure as manufacturing liaison at Rockville, Murphy Maguire was called upon by Sarah Schwick to attend a meeting to talk about something code-named Cobblestone. In addition to Sarah and Murphy, there were two others in the meeting, the project manager and the lead chemical engineer. They assembled around a table in a conference room done in neutral colors that made Murphy long for the vivid, if sometimes ugly sights of his old Oakton plant. The diminutive and pale Sarah, who usually dressed in bland pastels, was wearing something that was a washed-out greenish gray, and she almost disappeared against the walls when she entered the room and sat down at the table.

“Where is Joe Tassoni?” asked the project manager.

“I asked him to be here, and I reminded him this morning,” said Sarah.

“That doesn’t mean he’ll show up,” said the engineer.

“Why don’t you text him,” said Sarah, looking at the project manager, “just to be sure.”

“Excuse me,” said Murphy. “This Joe Tassoni. I’ve heard that name. Who is he?”

“He’s a senior analyst,” said Sarah.

“And for my benefit, being the new kid on the block,” said Murphy, “an analyst is … ?”

“Analysts are kind of central to everything we do here at Formulation and Design,” said Sarah. “They do a lot of things. They specify which procedures and tests are to be run. They approve the research schedule. They evaluate the test results. Based on those results, they then recommend whatever further actions need to be taken. They either write up the conclusions themselves or they approve what others have written up.”

“If F&D was a hospital,” the project manager said to Murphy, “then the analysts would be the doctors. The rest of us would be the medical staff – the nurses, the therapists, the pharmacists, the lab techs, the administrators, and so on.”

“In fact, all of the analysts here have their doctorates,” said Sarah. “They all have PhDs in whatever their specialty is. They’re so valuable that it’s in their contracts that they take flu shots every fall – because if one of them gets sick, it backs up everything.”

“I see,” said Murphy.

“Joe is a brilliant guy,” said the engineer. “Kind of eccentric, I guess you’d say, but nobody knows carbon fiber like Joe Tassoni.”

“And he’s a gourmet cook,” added the project manager. “He can spend a whole Sunday just making veal stock. His osso buco is unbelievable – if you like that kind of thing.”

“Can’t say as I’ve ever had it before,” said Murphy, intrigued.

“All right, we have to move forward,” said Sarah. “Any word from Joe?”

“He just texted back saying start without him,” said the project manager.

“Great. Well, while we’re waiting for Joe,” Sarah said, “let me bring Murphy up to speed on Cobblestone. This is a project that’s been going on for well over two years. We’re working with Caterpillar, which is funding the development of a new class of carbon-fiber materials that are three times as strong as the strongest commercially available steel, yet only a quarter of the weight for an equivalent strength.”

“And for better or worse,” said the project manager, “what is currently working the best is a fiber matrix in combination with some rather exotic and volatile resins. In an uncured state, the resins become unstable within minutes of reaching room temperature. So they have to be worked with in a refrigerated environment prior to the curing stage.”

“Sounds like a production nightmare already,” said Murphy.

“Which is why you’re here,” said Sarah.

“Now, ordinarily,” said the project manager, “we would go out to a consultant at just about this point to come up with manufacturing recommendations. But since you’re on the payroll, we’d like you to take a crack at it.”

“Be glad to,” said Murphy.

“Good,” said Sarah. “So first of all, let’s go over the report we’re going to present to the client next week.”

In front of each of them at the table were comb-bound copies of a report with the single word “Cobblestone” on the cover.

“Let’s all turn to page two,” said Sarah, “and have a look at the lab test summary … wait a minute. Where the heck is page two?”

“Mine starts with page five,” said the engineer.

“I’m sorry,” said the project manager, “I forgot to tell you. Sanjay hasn’t written it yet.”

“Why not?” asked Sarah.

“Because Sanjay hasn’t gotten everything he needs from Joe. That’s what he told me yesterday.”

Sarah jutted her jaw forward and blew through her mouth, causing her bangs to rise from her forehead.

“All right,” she said, “let’s move on. Let’s look at the cross-section analysis. Is it in here? Oh, good! It is!”

They made it through the cross-section analysis, only to find that two of the mechanical tests that were supposed to be included were not. They were missing.

“Crap!” said Sarah. “How come they’re not in here?”

“I have no idea,” said the project manager.

“You know, we’re supposed to present this to the client next week!” said Sarah.

“Well, there’s still time,” said the engineer.

“Not much! And I’m wondering, what else is missing?” asked Sarah, flipping through the pages. “Where’s the environmental section?”

“It’s in here,” said the project manager, “I just saw it.”

“I saw it too, but I hate to tell you,” said the engineer, “it’s outdated. There is newer environmental data, and what’s in here is from six months ago. But I don’t think Joe has signed off on it yet.”

“Who put this report together?” asked Sarah.

“I don’t know,” said the engineer. “But Joe Tassoni was supposed to approve it.”

“Where is Joe Tassoni?!” asked Sarah.

“Um … I just got a text message,” said the project manager, checking his cell phone. “Joe’s not coming. He’s in a meeting with Viktor. He says it could go on for a while. He says to go on without him.”

Sarah flung her small body back into her chair, then sighed and said, “We can’t! We cannot go on without him.”

That evening, Murphy had to stay late at work to participate in a conference call involving people on different continents. The call was scheduled for 7:00 p.m Eastern time, but at 6:55 it was postponed until 8:00 p.m. Murphy had put off dinner in order to prepare for the call, but by now he was seriously hungry. So he went to the vending machines on the third floor, which were just down the hall from the thermodynamics lab.

Murphy stood in front of the vending machines, looking at an array of bad choices. As he deliberated, another man walked up, and put money into one of the machines to buy a bottle of water. Murphy was just about to purchase a packaged sandwich, which he suspected might have been in the machine for days, when the other man said:

“You don’t want to do that.”

Murphy turned. The man was in his late forties, portly and rather large in all dimensions, had a broad face, a curved nose, dark brown hair that had receded from his temples, and a well-trimmed thick dark mustache.

“You’re right, I really don’t, but I’ve got to eat something,” said Murphy.

“You like-a pizza?” asked the man.

He had a slight accent.

“Excuse me?” asked Murph.

“Pizza. You like pizza?”

“I sure do.”

The man nodded toward a door nearby.

“You come with me.”

He led Murphy into the thermodynamics lab, past various warning signs saying things like DANGER: HIGH TEMPERATURES.

“How’d you get a pizza delivered here?” asked Murphy.

The man turned as if insulted and said, “Delivered? No! I make it myself. From scratch.”

He went over to a piece of lab equipment that in actuality was a very precise, high-tech oven. To one side was a wooden cutting board dusted with flour where the pizza had been rolled out. Over his office clothes, the man was wearing a lab coat, and Murphy noticed red smears – tomato sauce – where he had wiped his fingers.

“Un minuto,” said the man, pointing to a timer on the oven that was counting down. “One minute more.”

He noticed on the digital display of the oven that the temperature was 481 degrees Celsius.

“Wow, that is … what? Nine hundred degrees Fahrenheit?”

“For great pizza, you want the oven be hot, hot, hot.”

“No one objects to you making pizza in a lab oven?”

“Oh, it’s a new product,” said the man, “We’re coming out with it next year. Hi-T Pizza.”

Murphy bent in laughter and almost slapped a knee.

“But … you’re sure this is safe? I mean, to eat?”

I am going to eat it! You don’t have to. But yes, I make sure there is no residual toxicity, everything is neutralized, sanitary. Not to worry, I know what I am doing. My title? I am senior chemical analyst and carbon fiber specialist. Let me tell you, I know every carbon molecule in this pizza.”

The mention of the job title rang a bell. Murphy peered at the other’s F&D security badge.

“So you are … Guisep?”

“Giuseppe,” said the other, extending his hand. “Giuseppe Tassoni. But they call me Joe. Joe Tassoni.”

“I’ve heard of you. Pleased to meet you. They call me Murphy. Murphy Maguire. If you don’t mind my asking, you are … Eye-talian?”

“I was born in Italy, in Siena, so yes, that makes me Italian – but United States citizen for fifteen years now,” said Joe. “And you are … Southern?”

“Why, yes, I am,” said Murphy. “North Carolina to be precise.”

“Oh, yes. I have heard of you as well,” said Joe. “You are the new manufacturing guru.”

“Well, I would hardly call myself that, but, yes, I do have manufacturing experience in abundance. The title they gave me is ‘liaison,’ which is pretentious enough for an old cracker like me.”

Joe chuckled as he put on heavy mitts. Just as the timer clicked down to zero, he opened the oven door – whereupon a blast of heat rolled out, and with it a wonderful scent of fresh-baked crust, melted cheese, onions and garlic, and a mingling of other aromas.

“Come,” said Joe, “we dine in my office. And the time we take to get there, it lets the pizza cool, and the cheeses, they set up perfect.”

Joe Tassoni’s office was itself an experience – the walls filled with photographs of Florence, and little towns in the Italian countryside, and the Mediterranean coast, all taken by Joe himself. There were along the windows potted flowers and herbs – rosemary, basil, parsley, thyme, and who knows what others – all lush and green, and the scent of these was heady. Braided garlic hung from the ceiling.

But, if anything, just as remarkable was the fact that the office had no horizontal surface that went unoccupied by profuse clutter. There were stacks and stacks of binders and reports and envelopes and magazines and everything else. Big diagrams of molecules. Huge engineering drawings unfurled hither and yon. Stacks of hand-labeled discs. And somewhere amidst all of this chaos, a desk and a computer and a whiteboard with chemical formulas scrawled top to bottom – and all the other things one might expect in an office.

In one corner was a round table, and the stacks and clutter had been pushed back just enough to allow for a single place setting with a plate, an elegant coffee cup, real silverware, and a cloth napkin – and the cutting board bearing the pizza. Joe set the pizza down, moved a few piles from the table and set them on the floor, then went to the large safe next to his desk. He opened the safe and produced a second place setting and cup for Murphy. Then he cut the pizza.

“In Italy,” he said as he sliced, “pizza is no big deal. We have many other dishes that are … ottimo. Excellent. Extraordinary. But I come to America to do my graduate work, and everybody is eating pizza, so I try it, and I like it a lot. But is too much salt. So over the years I make my own, and I try to make it so all the natural flavors come through. Here you are … buon appetito.

If it was not the best pizza that Murphy had ever tasted, then it was in the top three – and he was extremely complimentary.

“Thank you. Grazie, as we Eye-talians say,” Joe said, poking fun. “It is good to have someone join me for dinner. I feel I all but live in this office, so I try to make it a little bit like home.”

“What’s keeping you late tonight?”

“Yesterday, Viktor – you know Viktor, of course – comes to me and he tells me that in a certain project we have over sixteen hundred hours billed, for which we cannot be paid until I finish the analysis and write the conclusions. So Viktor is whining and crying and pleading, and here I am.”

“That wouldn’t happen to be the Cobblestone project, would it?” asked Murphy.

“Cobblestone? No, not at all. Cobblestone is another one. I cannot get to that until next week.”

“How many overdue projects are there here?”

“A few. Listen, I do my best. All the analysts do. Well, I should say most of them do. One or two are … cosi-cosi. They are so-so in their work ethic. But listen. This project keeping me here tonight, I have been trying for six weeks to wrap it up and get it out of here.”

“How come you can’t?” asked Murphy.

“It’s always one thing and then another,” said Joe. “I get data back from testing and some of it isn’t clear. So I need other tests. Or I get the data and it looks accurate, but I need it in a different format. So that’s another couple of days until someone reformats it. Or I get this and that and the other thing, but one other piece is missing, so I have to put everything away until the missing piece arrives, who knows when. By then I can’t remember all of the details, so I have to read it all again to refresh my memory. But the worst thing is when there are two or three or four analysts involved in a project – and I am waiting for this one, then the other one is waiting for me, and it goes on forever. By the way …”

He reached beneath the table and brought up a stainless steel carafe, unscrewed the top, and poured into his coffee cup.

“Would you like some?” Joe offered.

“Is it decaf?”

“Decaf? It’s Chianti,” he said. “Chianti classico. From my uncle’s vineyards.”

“I’d better not,” said Murphy.

“You can’t have a decent dinner without a little wine!” Joe protested. “Hey, it’s after hours anyway.”

“I’d still better not,” said Murphy.

“If Viktor is going to keep me a prisoner, working late, then I refuse not to live like a human being,” said Joe.

“Well, just a wee little bit,” said Murphy, showing no more than an inch with his fingers.

It was then, as Joe poured, that Murphy just happened to notice right in front of him a tall stack of papers and reports, and they were sitting in an in-box on the table, and the box was labeled with a name: Oakton.

“Excuse me,” said Murphy, “but this big pile here, sitting in the Oakton box … why is it labeled like that?”

“Those? Those are the background materials for all the run-of-the-mill production orders that I have to clear.”

You have to clear?”

“Yes. A number of years ago, maybe you recall, Hi-T was sued for hundreds of millions of dollars – and lost – because of a material we made that was used in infants’ car seats. Some infants were able to chew on this material, ingested it, were poisoned, and a few of them died. So ever since, for liability reasons, all production orders going to Oakton have to be reviewed by an analyst – for safety, quality, and other things. That’s my share in that box. I get to them whenever I can. They’re low priority.”

“Low priority? Says who?” asked Murphy.

“Says Viktor, my boss. He sets the priorities. The billable work for F&D clients, that work comes first. The Oakton clearances, mostly the review is just a formality, so it is less important,” said Joe, raising his cup of Chianti.

“Salute.”

“Cheers,” said Murphy, with a lack of enthusiasm.

• • •

The following morning Murphy telephoned Jayro Pepps at Oakton.

“How is everything?” asked Murphy.

“Oh … all right. The kanbans are mostly in place now, and Final has gone to this, what they call, one-piece flow. And I have to say it is pretty slick. Once we got enough out of Godzilla to make it worth the while.”

“Uh-huh. That’s the way it’s always been, Jayro. Anyway, I have some interesting news.”

“What’s that?”

“Jayro, you know how production approvals from Rockville usually come in fits and starts? You know we’ll get five or ten in one day? And then we might not get anything from Rockville for three or four days, maybe even a week or more?”

“Yeah.”

“You remember how the salesfolks always wonder why it takes so long for some of their orders to get into the production queue?”

“I don’t have to remember, Murph. It goes on all the time.”

“Well, I now know why.”

“Is that a fact.”

“Yes, and next time some sales guy yells at us because some hot order isn’t in production when it’s supposed to be, if it involves carbon fiber, I know exactly which pile to look in to find it.”

“Pile of what?” asked Jayro.

“Yes, exactly,” said Murphy. “I will explain next time I’m back in Carolina.”

Murphy Maguire understood that in order to have influence, one must have rapport. And to have rapport required an extension of goodwill.

Therefore, Murphy ventured out, driving his Chevy Suburban into the vastness of the metropolitan Washington, D.C., retail experience. Ultimately he found and purchased the equipment for his tactical olive branch, his pacific Trojan horse: a WSM smoker. This was not his preferred sort of barbeque smoker, but it was a cute little black barrel thing that would do the job and would fit on the microscopic porch of the company-rented town house where he resided while in Rockville. And so on Monday, there were ribs.

Murphy came into a 3:00 p.m. meeting with Sarah Schwick, Joe Tassoni, and a few others, holding a platter covered with heavy-duty aluminum foil. It caused a stir. As he unveiled the ribs – which he had kept in a cooler until a few hours before, when he had gone to the parking lot and placed the foiled slab on the dashboard of his Suburban, parked with the windshield at southern exposure, so as to heat them to perfection in the bright hot sun – there were gasps.

Joe Tassoni uttered most of his compliments in Italian, a testament of his appreciation. The others, between bites of the succulent meat – crispy at the edges yet moist inside – also raved. But Sarah would not partake.

“Sarah, have a few,” Murphy offered, holding the patter toward her.

“No, thanks.”

“Are you sure? Joe likes ’em! And I do believe Joe knows his food!”

“Um, Murphy, I’m Jewish,” Sarah said.

“Oh?”

“And I don’t eat pork.”

“Oh.”

“And I’m also vegetarian,” Sarah said.

She might just as well have said she was from a different galaxy. Murphy attempted to smile politely as he withdrew the platter.

“But I do eat cheese,” Sarah said, as if in consolation.

“Yes, so do I,” said Murphy. “I like cheese.”

“And I like spicy,” she added, “especially hot Thai food.”

“I don’t believe I’ve ever had any,” said Murphy.

The following week Murphy appeared with two platters, both with small, round, tempting morsels.

“What are these?” asked Sarah.

“ABTs,” said Murphy. “They’re kind of an appetizer in the barbeque world. And I made two kinds, regular and vegetarian.”

Joe Tassoni immediately reached for one of the “regulars,” which consisted of a jalapeño pepper stuffed with cream cheese and a small amount of sausage, then wrapped with bacon secured with a toothpick.

“Splendido!” said Joe, delivering his blessing and having another.

With some trepidation, Sarah reached for the veggie variety, which substituted seasoned bulgur wheat for the sausage and a brined, hand-roasted sweet red pepper for the bacon. Into her mouth went the ABT, and a second later her small brown eyes became enormous behind the outsize lenses of her glasses.

“Fantastico,” she raved. “What do you call these again?”

“ABTs,” said Murphy. “Atomic buffalo turds.”

At which, Sarah nearly choked.

From that point on, they got on quite well, worked harmoniously together, and in a suitable way became friends.

• • •

One evening a few weeks later, Sarah Schwick coaxed Murphy to an Indian restaurant, thinking he would enjoy some of the hot curry dishes, which she loved and which were extremely spicy. As she did not own a car, Murphy drove. And as he had no idea even how to pronounce much of what was on the menu, she ordered for them – a meatless rajma masala for herself, and a rogan josh with lamb for him, knowing his carnivorous propensities, as well as some curried side dishes for them to share.

“So how do you like life in the big city?” she asked. “Or I guess I should say, the big suburb?”

Murphy smiled in a wry way, which said everything necessary.

“Well, I sometimes feel the same way,” said Sarah, “but, on the other hand, I like my work – even if it does drive me crazy.”

“Yes, I know what you mean,” said Murphy. “It can be a little … what’s the word?”

“Chaotic? Dysfunctional? Insane?” Sarah supplied. “Depending on the day, any or all of those might fit. By the way, what do you think of Joe Tassoni?”

Murphy chuckled and said, “A very odd, but very likable and interesting man. And I’m not sure the degree you’re aware of this, but Joe is the bottleneck of your operation.”

“What do you mean, ‘bottleneck’?”

“Excuse me, let me try to state that more precisely – and I mean no disrespect to Joe or you or anyone at F&D. Things are the way they are. Having watched him and everyone else, Joe Tassoni is a bottleneck, and the analysts in general are the F&D system constraint.”

“I don’t understand,” she said. “Constraint? Bottleneck? First of all, what’s the difference?”

“Well, a constraint is something that limits flow – like a one-lane bridge on a two-lane road. When traffic increases beyond what the one-lane bridge can comfortably handle, the bridge becomes a bottleneck. You see, in general manufacturing lingo, a bottleneck is a constrained resource that is incapable of filling the demand set for it. For example, a pipeline must deliver one hundred gallons per minute, but a sticky valve limits the flow to seventy-five.”

“So a bottleneck is bad,” said Sarah.

“That is the world’s view on bottlenecks, but my own view is different. Now, I sometimes use ‘bottleneck’ and ‘constraint’ interchangeably, though I probably shouldn’t. To me, a bottleneck is a key feature in the functioning of the bottle. It is there by design. It’s purpose is to help regulate the flow.”

Murphy had a bottle of beer at hand on the table, and he raised it and poured into his glass to demonstrate.

“If a bottle had no neck, what would happen? Why, the beer or whatever would run all over the place! You’d have a mess!”

“Unless you were extremely careful,” said Sarah, “and your pouring angle was precisely controlled.”

“But why not just keep the neck in the bottle and be done with it? Well, it’s the same in a factory, or in an office, or a lab, or any organization with a systematic output of something through a series of steps. A constraint is desirable, or even necessary, to regulate the flow.”

“What about Joe? Why is he a bottleneck?”

“Nothing against the man, you understand,” said Murphy. “Joe is clearly brilliant, but he is messier than my wife, which is saying a lot, although I love her dearly. I’ve been watching Joe for a while now, and he meanders through his duties, working on what he feels like at the moment. In order to compensate for his inefficiencies, he works extremely long hours, but still, everything that has anything to do with Joe is always late. And the policies at F&D, the work rules, often serve to make him even less productive than he otherwise would be.”

“What about the other analysts?” asked Sarah.

“The other analysts are more capable in terms of output, but so much is demanded of them that they can barely keep up. So if there is any disruption, they cannot keep up. Projects become overdue. Mistakes are made and have to be corrected. Everything is late.”

“And clients become upset, and we all go insane,” Sarah added. “So what is the answer? Hire more analysts? That’s what Viktor says – not that we can.”

“If you hire more analysts and put them into a chaotic system, what will that yield?” asked Murphy.

“Probably more chaos. While spending a lot more money.”

“Yes. Exactly.”

“What would you do?” Sarah asked.

While forming his answer, Murphy sampled one of the side dishes, which had an intensely hot Madras curry, and was further delayed in his response until he could drain his beer and mop his forehead with his napkin.

“Whew!” he said. “Jayro Pepps would like that one!”

He ordered another beer and a pitcher of water from the waiter, and then recomposed himself.

“What would I do?” he continued. “The first thing would be to recognize that the analysts are the system constraint for F&D. Second, would be to decide what is the best application of their time – and remove anything extraneous to that decision. Third, would be to align, synchronize, and otherwise subordinate everything else going on at F&D to the analyst process – which should bring order to the chaos. And then once the chaos has been removed, the fourth step would be to improve the system by increasing the flow through the analysts – which is maybe when you would hire another analyst or two if the market supported it. Finally, you just keep doing those improvements until you’re doing the best that your markets will allow. What you do not do is allow, say, a shortage of lab techs to become the constraint.”

Sarah was considering all of this as she ate – and loving the heat the curries were making.

“What I would really like for you to do, Murph, is explain what you just told me to Viktor,” she said.

“Surely I can try,” Murphy said.

“Well, good. I’ll set up a meeting for you and I to talk to Viktor. I don’t know what his reaction will be, but he should at least hear how you view things.”

But the meeting with Viktor was a disaster. Sarah, who had planned to sit in, was called away to deal with some client crisis. Viktor was borderline rude, pretending to listen to Murphy even as he went about cleaning up his desk. In fairness, the meeting was poorly timed; Viktor had to leave for the airport within the hour to travel to California in order try to save a troubled account – and with so much on Viktor’s mind, the introduction of any new idea was practically impossible.

Murphy became acutely aware that Viktor was dissing him. He became tongue-tied – a rarity for him – as Viktor began throwing out challenges, as if to show he was paying attention. And when Murphy would attempt to explain his logic, Viktor would interrupt. Finally, and perhaps mercifully, Viktor took an important phone call.

“We’ll talk again some time,” said Viktor as Murphy exited.

“Not if I can help it,” Murphy muttered to himself as he retreated down the hall.

From that day on, Murphy Maguire resolved that he would come to work, do whatever he was paid to do, and that was all. Except for Sarah, no one was really interested in what he had to say, so what was the point? That very evening he drove to the mall and bought an iPod. It was a lonely time for him.

12

As the end of the year drew near, Wayne Reese and Kurt Konani began to trumpet the victories of Lean Six Sigma. By then Wayne had been on the job about fifteen months, and from the way he saw things, a lot had been accomplished – which was true.

The application of Six Sigma had determined the cause of the hairline cracks that had intermittently plagued production of certain advanced composites for the United States Navy. The cause was a laminating process that drifted out of control in a way that was impossible to detect by casual observation. The solution was relatively simple, and the cracking problem would never again occur so long as vigilance was paid to the control charts.

Then there was the reconfiguration of the M57 Line, the project of which Wayne and Kurt were the most proud. In a single weekend, the line operators and some maintenance staff, under Kurt’s direction, had completely rearranged the placement of the equipment. By Monday morning, the line was up and running again, and there were high fives all around. The new configuration yielded a 12 percent increase in process speed, plus faster setup and fewer quality issues. Four line workers were transferred to other areas of the plant, resulting in a reduction in direct labor but no additional stress or strain to the remaining operators, as takt time paced their work such that no one became unduly fatigued.

There had been other improvements through the year as well. The 5S discipline had been applied to several areas in both Oakton and Rockville. By doing 5S, tools were within easy reach, everything was better organized, and the entire area was easier to keep clean and maintain. Not that anyplace inside Oakton had been a pig sty, but the improvements were clearly appreciated by the plant workers in the 5S-ed areas.

Then there were the racks brought about by Kurt’s push for POUS, or Point of Use Storage, filled with materials and parts – but placed close to where this inventory would be used in production, mainly at the front end of the plant. A prime example was the insertion of POUS into the M57 Line. Similar but different in Lean terminology were the “supermarkets” – racks holding work-in-process inventory until the next operation in the stream could accommodate it. There were a number of these supermarkets, notably in Coatings and in Lamination. Jayro Pepps had participated in these changes, and for a while at least, he had been a staunch advocate. In any case, the POUS racks and the supermarkets made certain areas look different, and often in a plant anything different seems like an improvement.

The new WING4-L software that supported the Lean balanced line had been installed. Wayne and Kurt both acknowledged that there needed to be some “fine-tuning” done to the algorithms and values, but at least they were no longer saddled with the old Winner “push” style of production, jamming inventory into the system and obliging everyone to work at 110 percent or be buried in the avalanche of parts coming at them. WING4-L supported “pull” inventory methods – with kanbans triggering reordering once a minimum level was detected – as well as the general philosophy that nothing be produced until a customer downstream had asked for it. Also supported in 4-L were takt time and tools for balancing the line. Unfortunately, WING4-L presumed that the world really behaved exactly as its programmers were told that it behaved – hence the need for “fine-tuning.”

In mid-December, as Winner’s fourth quarter neared a close and the year-end holidays put most people in a merry mood, Wayne found money in the budget for the first annual Oakton Lean Six Sigma Awards Dinner. There were little plaques and speeches and lots of applause. Spouses had been included in the invitations, the restaurant did a nice job, and in general a good time was had.

What was puzzling, or should have been, was that everyone knew or at least suspected that Oakton was still having real problems – and the problems were not getting better. Yet according to all proclamations, the implementation of Lean Six Sigma that past year had been a glorious triumph. Kurt Konani, who believed his own cheerleading, was highly optimistic for the coming year. Wayne Reese stubbornly insisted everything they were doing was on the right track, though in private he was known to mumble otherwise.

None of this was lost on Elaine Eisenway. During the year, Elaine had been promoted from finance manager to vice president, finance and administration, with human relations now reporting to her, in addition to all of the accounting functions. But her new status as veep did nothing to tone down her alarmist ways. Even as Wayne and Kurt were trumpeting their claims of success, Elaine was trumpeting all her worries and warnings directly into Amy Cieolara’s ear.

Amy herself spent the final days of the year in bed fighting some “weird virus,” as she described the malady, with symptoms of sweating, headaches, and the inability to sleep without medication. In a few weeks this would pass, but later she would wonder about the degree to which those miserable nights had been brought on by stress.

That New Year’s Eve was Amy’s personal worst. Not only was she sick, she was, romantically at least, alone.

Late in October, Tom Dawson came to Amy’s house one evening, just dropped by unexpectedly. She could tell that he was antsy, restless – as he had been the past few times they had been together. He suggested they go for a walk, and once they were outside, he wasted no time.

“I’m going to be leaving soon,” he told her.

That stopped Amy in her tracks.

“And going where?”

“Africa.”

“May I ask, why?”

“A good buddy of mine is over there, a guy I knew in the Marines. He’s working for some outfit in sub-Sahara Africa. They need a pilot, and he thought of me.”

“How long are you going to be gone?” she asked.

“I don’t know. At least three months. That’s the minimum. Maybe longer. Depends on how things work out. If they like me, I like them, that kind of thing. I will be back eventually. I just don’t know when.”

“Oh, well that’s cool,” she said – coolly.

“Really? That’s great, Amy, because I didn’t know how you’d take it.”

“No, Tom, it’s not cool!” she said.

He folded his muscular arms across his chest and said, “Well, I’m going. I already signed the contract and faxed it back to them.”

“Tom, why would you think I’d just go along with something you decided completely on your own and that I didn’t even know about until now?”

He blinked his eyes a few times, as if the question made no sense whatsoever.

“You’ve never been a military wife, have you,” he said. “They put up with this shit all the time.”

“Well, they have my sympathy. Point of fact, I’m not a wife at all –”

“That’s right! And why shouldn’t I decide something that’s about my life?”

“There’s ‘decide’ and then there’s ‘discuss.’ And we could have at least discussed it!”

“We are discussing it! Right now!”

Amy shook her head, then decided to take a softer tack.

“Tom, why are you doing this?”

“It just seems like a good opportunity. Something different.”

“What about your flying business?”

“My business sucks, Amy. I really don’t make that much money doing charter flights or flying lessons. And with cost of fuel going up the way it has, everything’s been off. Heck, your company was the best client I had – and look what happened.”

“You’re bored, aren’t you,” she said, saying it like an accusation.

“All right, yes, I am bored. I just need a change.”

“From me,” she said, angry now.

“No, now come on, Amy! This has nothing to do with you.”

“Yes, I’ve picked that up,” she said. “This is all about you, and not about me, and definitely not about us. Well, you go right ahead, Tom. You go to Africa and have a nice life. Then maybe you want to try Australia. Hell, you can go to Antarctica and stay there for all I care!”

“I told you, I’ll be back!”

“Not with me, you won’t.”

She then turned on her heel and began walking rapidly back to her house. He jogged alongside her.

“You know, I didn’t think you’d be this pissed off,” he said.

“You were wrong! ’Bye!”

And she sprinted to her front door, went inside, and locked the door. The lingering image for her seen through the front window was of him standing next to the curb, those strong arms of his held out in exasperation, then dropping limply in hopelessness.

That had been it. No mournful good-byes, no letters, and no calls – not until Christmas Eve. He had called, but her cell phone had been turned off, and she had missed it. There was no voice mail; just his number in the missed-call log. She debated calling him back, and then decided not to. There had been nothing since.

On the day the fourth quarter financial report for Hi-T was finished, on a sleety Tuesday in January, Elaine Eisenway did her customary and thorough final review, then logged off and wrote down the password on a slip of paper. She folded the paper in half, and hand-carried it across the floor, through the maze of cubicles to Amy Cieolara’s office, where she placed it in Amy’s outstretched hand.

“Happy New Year,” Elaine said, the tiniest smirk crossing her face.

“Happy? Really? Are there good surprises in there?” asked Amy.

“No. I was being sarcastic.”

“All right, are there bad surprises?”

Elaine shrugged her shoulders. “I would have to say that there are no surprises, at least as far as I’m concerned. Since the second quarter, I’ve been waving so many flags my arms got tired.”

“Yes, you like to wave your flags,” muttered Amy, and instantly regretted saying it.

“No, excuse me, but I do not like to wave flags. As vice president of finance for this company, I feel it is a key part of my responsibilities to provide the proper alerts to management.”

“Yes,” said Amy, “absolutely, I agree. By all means, keep waving those flags whenever you think there is something I should be aware of.”

“I only crunch the numbers; the rest of you are the ones who create them,” said Elaine.

And as if she had scored some sort of moral triumph, Elaine pivoted and left.

Amy turned to her computer, unfolded the slip of paper, and keyed in the password to bring up the report. She paged through it all quickly so as to get an overall impression. At first glance, to her own surprise, the numbers did not look horrible. Hi-T had recorded a profit for the quarter and for the year. Sales had increased from third quarter to fourth, though only by 3 percent. Somehow, with all of Elaine’s hand-wringing in recent weeks and months – her flag-waving – Amy had been bracing herself for something really ugly. But it wasn’t a disaster.

Then Amy drew in a breath, as she thought, yes, that’s the point. It was not horrible, but it also was not great. The quarter and the year were so lackluster. She had been expecting … more. She had been expecting, she realized, something impressive. Or at least the beginnings of what might become outstanding performance.

She began to drill down into the details. And to her disappointment, this was where she began to notice some disturbing trends. Indeed, sales were up, but the backlog of orders was up as well – and it had risen in greater proportion than the sales increase. Shipments were down; they had fallen by 4 percent from the third quarter. Inventories – no surprise – were up; greater backlog, lower shipments would equal higher inventory. Even given marginally higher sales, the finished products were not being delivered fast enough to reduce the backlog. Then she noticed something that she found very upsetting: sales were up, but so were order cancellations. Yet the backlog was high. Which customers were canceling their orders? The report did not provide that information.

But the real jaw-dropper came when she got to the breakout of numbers for Formulation & Design. During the fourth quarter, the Rockville operation had received a gigantic payment for completion of a multiyear project, and this along with some other one-time accounting credits had masked the weaknesses in the core business. Here, the backlog was large, and yet relatively stagnant. It was for the most part being shifted from quarter to quarter, and not being converted into income. At the same time, over the course of the entire past year, there had been a decline in the bookings of new projects. F&D seemed to be working and working on the existing projects, and not much was getting finished.

“This is not good,” Amy whispered to herself. “Not good … not at all good.”

She closed her eyes, refusing to look at the report anymore. She leaned back in her chair. She felt slightly sick. Clearly, she was going to have to have a talk with Viktor Kyzanski about what was going on. And she knew that charming Viktor would try to oil his way past all of her concerns. He would sidestep her every attempt to corner him or pin him down. He would juggle his words. He would instantaneously come up with irrefutable technical reasons why things could not be done any differently than they were being done at present. He would make her feel unsophisticated, out of her element, even stupid. She dreaded talking to him. Yet it would have to be done.

Then there was Wayne Reese. She was going to have to speak with him as well. She squeezed her eyelids shut, and she pinched the bridge of her nose at the prospect. He, too, would try to put his own spin on the situation. Wayne, she expected, would be more forthright and more outwardly concerned than Viktor. But Wayne was so optimistic about his Lean Six Sigma methods – his belief so total – that he would also try to convince her to stay the course. Inertia, though he would never call it that, was what was best. In the end, it would all just work out. The savings from waste elimination would trickle to the bottom line, and all would be well.

When Amy finally opened her eyes, she saw that outside her windows the winter’s evening sky was now dark.

“Before we get started on the details, let me just say that I do think we’re holding our own.”

Those were the first words from Wayne Reese after he sat down to meet with Amy Cieolara. This was three days after Amy had read the fourth quarter report. The following morning she had signed off and authorized Elaine to send the report on to New York in order to meet the Winner corporate deadline. She had shortly afterward sent a copy to Wayne and given him time to review it. Now, they were seated across from each other at the table in Amy’s office. Wayne was fidgety, perhaps sensing what might be coming, but making every effort to project confidence. Amy’s face was dour.

“I mean, seriously, we’re headed in some good directions,” he continued. “Last week I was talking to Kurt out at the plant and according to his projections we ought to have the perfect black-belt to green-belt ratio sometime within the coming year. That’s just one more indication of the momentum we’re building, and as that momentum continues, we’re really going to see some great things happen in the years and even decades to come.”

“Decades,” Amy repeated.

“Sure. Absolutely. Once the culture is in place, the improvements will just keep going and going.”

“Great. When do the improvements start?”

“When do they start? The improvements have already started! Amy, look at what we’ve been able to achieve so far: we almost have a perfectly balanced line! Employee utilization is just about as high as we can hope for! In one year we have saved one-point-two million dollars’ worth of wasted resources!”

“Then where is it?”

“Where is what?”

“The one-point-two million in savings,” said Amy. She lifted her printout of the financial report she had sent to corporate, and shook it so the pages riffled, as if dollar bills might fall out, all the while asking, “Is it in here? Because if it is, I don’t see it.”

Wayne frowned, then attempted to mount a defense.

“Amy, as I said at the very beginning when I first came here, Lean Six Sigma is a long-term proposition.”

“Yes, but we started down this road over a year ago. I really thought that by now we would be seeing some kind of real improvement –”

“But we are!”

“No, Wayne, I am not talking about the black-belt to green-belt ratios. I am not talking about employee utilization. And I am not talking about a balanced line; I am talking about the bottom line.”

He stared back at her with a rather hurt, glum expression on his face.

“Look. Hi-T is basically not making any more money now than we were a year ago,” said Amy. “That much is terribly clear from the financial report I just turned in. And despite a good economy, we made slightly less than we did before we started LSS – and far less than we did during that one year when Randal was president. Furthermore, we are also actually earning less now than we were before Winner acquired us. So we have not been able to beat any of the numbers going back four or five years. My question is why?”

Wayne cleared his throat, but then sat there in silence for a few seconds, and finally blurted out, “I – I’m afraid I don’t have a good answer for you. After all the progress we’ve made, you would think that the financial performance would show it – that some of it would have trickled to the bottom line.”

“What disturbs me almost as much as the lack of improvement to the bottom line,” said Amy, “is my sense that Oakton as a whole is not running smoothly. Look at the rise in WIP inventory – the very thing that Lean is supposed to prevent. Look at the overtime we’re paying. Look at the delayed shipments. What is going on?”

“I share your frustration,” Wayne muttered.

“And then we’ve got Rockville. That operation is as problematic as ever.”

“Now, hold on, please. Formulation and Design is not under my wing,” said Wayne.

“This is not just about you!” said Amy. “Unlike you and everyone else around here, I have to look at the whole picture!”

She rubbed her temples with her fingers for a moment, trying to massage away the stress.

“Do you know what I’m hearing from Garth Quincy?” she asked him. “He’s telling me that the sales force is becoming disillusioned. A lot of the salespeople are just going through the motions. Why? Because we’re losing credibility with customers. This is bad, Wayne. This is serious.

“I’m sorry! What do you want me to do?”

“I want you to fix whatever is wrong! I want improvements that show up in a financial report! And I want it to happen soon, not five years from now!” she told him. “All along, you’ve been telling me to just be patient, just a few more months and we’ll have turned the corner. You’ve been telling me, and I’ve been telling Nigel Furst. I’m on the hook for twelve percent growth, and it hasn’t happened! What am I going to tell him now?”

As if on cue, her phone rang. Amy let Linda pick up, but a moment later Linda peered around the edge of the office door.

“It’s Nigel on the line,” said Linda.

“I’ll take it,” said Amy.

Wayne slunk out of her office.

Amy prepared herself for a moment, then lifted her phone and said, “Yes, Nigel.”

The only good thing about Nigel Furst’s call was that it was relatively brief. For the first part of it, Amy sat tight and silent while Nigel delivered a blistering diatribe expressing his displeasure – his “extreme displeasure” – with yet another “flop” of a quarterly performance.

“One year ago, approximately, you gave me a plan promising twelve percent earnings growth,” said Nigel. “By the end of the second quarter, you told me that there had been some learning curve issues, transition issues, whatever, but you thought you could at least do nine to ten percent growth given a strong fourth quarter. Well! Here it is, the fourth quarter has come and gone, and you have delivered nothing! You have delivered one percent year-over-year negative growth!”

He paused. Then:

“Well? Have you nothing to say for yourself?”

“Mr. Furst, when you made me company president –”

“Interim company president,” he interrupted.

“Yes, when you made me interim company president, you gave me Wayne Reese and a directive to implement Lean Six Sigma as quickly as possible.”

“Oh, come on! Don’t think that you are going to blame your way out of this, walking on the back of Wayne Reese!”

“My only point is that I did what I was told to do!” she said. “You told me Wayne was strong in operations, that I needed him, that I should listen to him – and I did! You told me that Lean Six Sigma was endorsed by Winner and that it would solve our problems!”

“I don’t believe I said any such thing.”

Amy forced herself to calm down.

“Well, sir, I believe it was implied. In any case, I took it on faith that LSS was the answer, and believe me, we gave it a sincere try. And the evidence suggests, we really have made improvements. We’re just not seeing the results on the bottom line.”

“My dear Amy,” Nigel said in his imperious tone, “let me offer a piece of advice: save your faith for religious services.”

She gritted her teeth.

“Would you like to know a little secret?” Nigel continued. “Actually, it’s not much of a secret at all. The truth is that I do not care about Lean or Six Sigma or any other management flavor of the month being touted. All I care about – essentially – is growth. Earnings growth in particular, with revenue growth and growth in free cash flow and so on playing secondary roles. But growth! You know, as in earnings going up and up and up! Compounding endlessly! To the sky! Like a stairway to heaven! Up, up, up, forever! At least until I retire or move on.”

“But sometimes growth in every quarter or every year just isn’t possible,” argued Amy.

“Well, of course we sometimes tolerate an occasional step or two downwards, as long as it’s brief, as long as the upward slope is resumed within a quarter or two,” said Nigel. “But Amy, I must say you fail to inspire my confidence.”

Amy took a breath and said with determination, “My pledge to you, Mr. Furst, is that I will get Hi-T Composites growing again.”

“Right. Well, listen, I’m leaving for Europe in a few hours. And after Europe comes India, and then China. Anyway, I’ll be gone for three weeks. The week after I return is Management Council – the Crystal Ball, as many quaintly refer to it. I’ve been debating whether I should even include you. However, I will give you until then – almost a full month – to come up with a turnaround plan. Why I am so lenient with you, I do not know. That said, your plan had better be logical, fact based, and show conclusively that you will return Hi-T to profitability and … ?”

“Growth,” Amy parroted.

“Exactly. And, Amy, if you show up as you did last year with some pathetic rag of a thing that underwhelms … well, don’t. This is really your last opportunity. You had best get it right.”

Wayne wandered around his office – which was not huge – too agitated to sit down and too distracted by any number of feelings to deal with any of the slew of tasks that demanded his attention. He felt stung by what Amy had said to him. He was angry at her, and angry with himself at the same time. Yet he knew, too, that down the hall at that moment she was getting beaten up, and that on some level he was responsible for it.

He had known, or at least had suspected, that this day would come – while hoping all along that it would not, that somehow things would just fall into place and everything would start to work. And yet, despite his own zeal for what he was doing, he had been having his own doubts about this wonderful thing that he and many others were attempting to bring about.

When in charge of LSS at the corporate level, he had constantly fought a growing disillusionment about Lean from a number of Winner managers. Granted, some of them never really grasped the premise. At least a few were so jaded that everything coming out of their mouths was lip service of one form or another. Just the same, he could not deny that many of the LSS efforts within Winner were lackluster in terms of impact. Wayne himself had always believed it was a matter of implementation, that, for instance, political agendas – and Winner was highly political – and lukewarm commitment must have mitigated the results.

But now here he was facing the same thing, a kind of “so what?” result from all the hard work, even though he and everyone associated with LSS had enjoyed the complete support of Amy Cieolara. In all honesty, he could not fault her for expecting more. Still, it was very puzzling to him. How could a set of concepts seemingly so powerful – and just plain right – yield so little in terms of overall performance?

In his office now, Wayne brought up his schedule on his computer. There were two meetings that day, one of some importance, but neither of them as important as sorting out what the heck was going on – not so much what had gone wrong, as what had not happened? He sent emails to everyone saying that he would not be attending, and then quickly left the building, got into his white SUV hybrid, and drove toward Oakton.

Going to Oakton was hardly necessary. By now Wayne could close his eyes and see in his mind everything in the place. But the drive was at least uninterrupted time alone, and he wanted very much to walk through the plant and try to assess firsthand what the impact of LSS had been so far. He called Kurt Konani to say that he was on his way.

“Good,” said Kurt, “because I’m kind of in a jam, and I need a decision on something.”

Just as Wayne came onto the plant floor, Kurt sent him a text message asking Wayne to come to the Autoclave area “ASAP.” When Wayne arrived, the situation could not have been more discouraging. Kurt was there arguing with Richy, the day-shift manager, with the ugly, sinister Godzilla hissing in the background.

“You’re going to have to stop this soak right now,” Kurt was telling Richy.

“If we interrupt this soak,” Richy countered, “everything that is now inside of Godzilla has to be scrapped!”

“We have no choice!” said Kurt. “If we do not get this order for the Navy into autoclave processing now, we will not be able to ship it by tomorrow! And if we cannot ship the order on time, the Navy will assess penalties, which under contract they are allowed to do! We may even lose the contract, which would be a disaster! Can’t you understand that?”

“What’s going on?” asked Wayne. “Kurt, are you … ? Are you expediting?”

“Yes,” Kurt admitted. “I – we – are expediting. As I just said, we have no choice. We have to get this shipment out the door by tomorrow, and the only way it’s going to happen is if we start the autoclave processing now.”

“Oh, for crying out loud!” cried Wayne. “How could we be so up against the deadline?”

“Because we just got the material – the pre-preg – from the supplier,” said Kurt. “And the only way we got it this morning was by making them expedite. It’s a specialty pre-preg and only two vendors offer it.”

“Well, let’s try the other one next time!”

“I’m told that the other one is even less reliable – and thirty percent more expensive than the one we use now.”

“Shoot!” muttered Wayne. “Why haven’t we implemented a kanban procedure with every vendor we work with?”

“Well, we’re working on it. But some – like this vendor – don’t want to cooperate. So we’re using the normal min-max reorder procedure, and for whatever reason, there are times when the resupply does not show up when we need it.”

“Excuse me,” said Richy, looking toward Wayne, “but what do you want me to do? There’s thousands of dollars of product inside Godzilla, and it’s all going to be ruined if I stop the process now.”

“But there are millions at stake with the Navy contract!” argued Kurt.

Wayne raised his hand and curled his fingers as if to strangle some invisible phantom. Richy just patiently stared at him.

“Just do what Kurt tells you,” Wayne said with resignation.

“Mr. Reese, that also means we lose thirty to forty minutes of setup time–”

“Just do it!” said Wayne.

Richy grimly turned to Godzilla’s controls.

“Kurt, this is exactly the kind of waste I’ve worked most of my career to eliminate,” said Wayne, “and here it is right in front of me, on my watch, in our plant.”

“I know, I know!” said Kurt. “But I don’t know what else to do!”

As Wayne walked away, he heard the boom-whoosh as Richy went through the venting procedure to purge the hot gasses from the belly of the monster machine.

Wayne desperately needed solitude, a place to be alone to sort out his thoughts. Even without a conscious decision to do so, Wayne headed in the direction of the drab little toolroom tucked away at the end of a seldom-trafficked corridor of the plant. When he reached it and opened the toolroom door, he was relieved to find the room in its usual state: empty.

He sat down at the table, and opened the laptop he had brought along. Through the plant’s wireless network, he was able to log onto WING, and he began calling up pages of data and various reports looking for clues as to what might resolve the multifaceted dilemma he faced.

Soon after he began, Wayne was interrupted. The toolroom door opened, and there stood Jerome Pepps with a brown paper sack in one hand.

“Oh! Excuse me,” said Jayro in surprise. “Sorry. I was just looking for a quiet place to have lunch.”

“Come on in,” Wayne invited. But Jayro hesitated. “Seriously, come in. Have a seat. I’ve been wanting to talk to you.”

Jayro took a seat at the table and slowly removed various items of lunch from the paper sack.

“What did you want to talk about?” Jayro asked.

“Well, this morning, I got reamed out by Amy Cieolara, who is herself taking a lot of heat from her boss in New York.”

“Over what?”

“Lean Six Sigma and why all the efforts we’ve made toward improvement haven’t really accomplished much in terms of things like net income and so on.”

“The financial end of things, I wouldn’t know hardly anything about that,” said Jayro.

“All right, but financial performance stems from operational performance, and that you do know something about – especially because you are a veteran here at Oakton. And at this point, you also know a lot about LSS. So I want to ask you, what is your take on everything that’s happened at Oakton in the past year?”

Rather than responding immediately, Jayro flattened out the brown paper sack on the table, took a pen from his shirt pocket, and began to sketch a diagram. In the middle he drew a circle, and to left and right of the circle he drew some boxes. He then wrote some numbers above each of the elements and drew arrows depicting the flow.

“Here’s the problem,” said Jayro. “The circle is Godzilla. Upstream from the ’Zilla you’ve got a number of processes going on, and likewise downstream … more than I’ve shown, but hey, there’s only so much room on a paper sack.”

“Yes, I get the idea,” said Wayne.

“So we have done LSS and made these improvements on both sides of the ’Zilla. Downstream, for instance, LSS reconfigured the equipment layout of Final Prep. A typical flow time through Final used to be eight minutes, but now, because of LSS, the flow time averages four minutes. That’s a fifty percent improvement.”

“Right. It was one of our big accomplishments,” said Wayne. “I’m very proud of that.”

“Well, sir, I don’t mean to rain on your parade, but what does that fifty percent improvement really mean?”

“I have a feeling you’re going to tell me.”

“Maybe a better question is what does the fifty percent improvement not mean,” said Jayro. “For instance, it does not mean that Final is actually processing fifty percent more. It does not mean that the company is really saving any money, because the cost of running the equipment is about the same as it was before – it’s just been reconfigured.”

“Now wait a minute. We moved two employees out of Final Prep. That was a savings.”

“But I saw those two folks just this morning. One works now in Shipping and the other works in Maintenance. They’re just working in different parts of Oakton. So the company is still paying their wages.”

“Right. I can’t dispute you on that one,” said Wayne. “But you know, those two both cooperated in making the project a success. We can’t just turn around and terminate them after helping us out. In order to get continuous improvement, people have to have some level of security – or they won’t cooperate and they may even sabotage whatever improvement you’re trying to make.”

“Oh, I’m not saying that keeping those two on was a bad thing,” said Jayro, “but the plain fact is that the company didn’t really save any money.”

“Yes, it did! Final now processes more with less! That is a savings!”

“I’m sorry, I don’t mean any disrespect,” said Jayro.

“That’s all right,” said Wayne. “Please, speak openly.”

“I’m afraid that what the fifty percent improvement really means is that Final is capable of doing assembly in four minutes rather than eight minutes. It doesn’t mean that Final is actually working at that rate – or that Oakton is actually shipping more product than it used to or doing it any faster than it used to.”

“Hold on here. Why not? And how do you know?”

“I’ve walked through Final any number of times in the past couple of months, and they are not going flat out, I can tell you. Sometimes on second shift, they don’t have anything to work on.”

“How can that be? We’ve balanced the line! They are always supposed to have enough material to keep busy!”

“Well, sir, look upstream from Final, and what do you see? I’ll tell you what you see: Godzilla. Now the ’Zilla does its pressure-cooker thing with an average time of a hundred twenty minutes. But that’s an average.

“Yes, I know. The so-called soak time can range from fifty-two minutes to twenty-three hours, or whatever. The scheduling software in WING4-L is supposed to deal with those complexities.”

“But fancy software or not, we know for a fact that the ’Zilla sometimes doesn’t get the material it needs when it’s ready. We know that it sits empty some of the time because the material that is supposed to go into it has not yet arrived in enough quantity to fill it. We know that the ’Zilla is loaded at less than what it is capable of holding and so it runs at far less than full capacity.”

“Yeah, yeah, yeah. I know. It’s all because of variation upstream. Things not coming through when they should. But we decided it was better to keep the autoclave – the ’Zilla – working with whatever was available, rather than just having it sit there idle.”

“All right, you and Kurt made that decision. But once the door on that unit is shut and locked down, it’s two hours on average before you can open the door again. And if you do open the door too soon–”

“Yes, I know. The whole batch is ruined,” said Wayne.

“So you look upstream and you have maybe ten minutes for each piece being processed,” said Jayro. “And you look downstream and you have twelve minutes from Godzilla to Shipping. But in the middle you’ve got this thing that takes two hours.

“Pepps, do you think I’m not aware of that?”

“It’s just that we’ve shaved a minute here and a few minutes there. But what does it matter?”

“Ultimately, all these little improvements add up!” Wayne insisted. “Over time, they make a difference!”

“But not this year.”

Wayne let out an exasperated sigh and said, “No, Pepps, not this past year, at least. Now, do you have any constructive suggestions?”

“Well, yeah, I might. Like if we’re going to do this LSS thing, why don’t we apply it where it can really make a difference? Like Godzilla?”

“We did consider Godzilla as an LSS target. Aside from reducing the load-and-unload staff, which we did, there just wasn’t enough waste to justify the effort – not with the funds available.”

“Let me put this way,” said Jayro. “Right now, they’re doing more LSS in Shipping. Kurt was telling me how they’re going to buy this new machine that’ll let them load a pallet quicker. And because it’ll all go quicker, they can eliminate half a worker. I mean, how you cut half a worker, I don’t know, but that’s supposed to save money. Anyway, so what if they make up the pallets quicker? The pallets just sit on the loading dock until the end of the day when a truck comes to pick them up. Like hours and hours. So why put all that effort into going quicker just so the pallets can just sit longer?”

“Ultimately – again I say, ultimately – we will eliminate that waste as well. I don’t know how; I don’t know when. But when we do, Shipping will be ready.”

Then all of a sudden Wayne laughed at himself.

“By then, Pepps, we’ll probably have transporters like on Star Trek, and we’ll just beam the pallets straight to the customer!”

Jayro chuckled and took another bite of his sandwich.

“All right,” Wayne asked, “if making up pallets quicker isn’t a good target for LSS, what is?”

“That snafu that happened this morning – when they had to stop a soak on the ’Zilla in order to start another one. Preventing that would be on my list, probably near the top.”

“Yes, I agree. That was pretty bad. We wasted some valuable material.”

“Wasting the material is bad enough,” said Jayro. “But way worse than that is wasting the ’Zilla’s time. Murphy Maguire used to say that if you waste the ’Zilla’s time, you’ve wasted everybody’s time – everybody in the whole company.”

“In a sense, you could say that about any waste.”

“No, I’m sorry, it’s different here. Godzilla is the only piece of production equipment we have that consistently runs twenty-four/seven. You know what that means? It means that if you lose any of those twenty-fours you cannot recover them – because there are no twenty-five/sevens. There are no twenty-four/eights. If you lose a piece of twenty-four/seven, it goes to next week. And everything that was supposed to be done next week goes to the following week. And the following month, and so on and so on.”

“Unless your name is Admiral Jones,” said Wayne. “In which case your shipment goes out on time – and everyone else gets backed up to next week.”

“Well, my lunchtime is about over,” said Jayro. He pushed half a chicken sandwich toward Wayne. “Here. That’s for you.”

“No, really–”

“You’ve got to keep up your strength,” Jayro told him. “Now that’s good barbeque chicken between that bread. Don’t go wastin’ it.”

Sarah recognized the engine note of the Porsche as it approached her townhouse and stopped outside. She had just gotten into bed. Mumbling in annoyance as she threw off the covers, she quickly put on a bathrobe and was coming down the stairs even as the doorbell rang. Sure enough, when she opened the door, there was Viktor.

“Yes?” she asked.

“May I come in?”

“I’ll tell you right now, I am not in the mood.”

“Tonight, I’m the one with the headache.”

She walked away from the door, leaving it open. Viktor closed it behind him as he came inside.

He was still dressed in his office clothes, but his tie was gone and his shirt collar was unbuttoned. And something else, she noticed after she turned on some lights and plopped into a chair in the living room: he was ashen-faced. He looked truly shaken.

“What’s the matter? Were you in an accident?” she asked.

Viktor grimaced, shook his head, and said simply, “Worse.”

“Why? What’s wrong?”

“We’re about to lose the Manchester contract.”

Sarah’s mouth opened. “No! I thought you’d patched things up with them.”

“I thought I had, too,” said Viktor. “But they’re backing out. I was on the phone with them for hours, but it’s no use. The announcement will come tomorrow morning. And there is another shoe soon to drop… . Listen, I hate to impose at this late hour, but could I trouble you for some libation?”

“You know where everything is. Help yourself,” she told him.

He headed toward the kitchen. She heard the tinkle of ice in a glass. Viktor returned a minute later with a vodka and cranberry in hand.

“You said, there’s ‘another shoe’?”

He nodded, took a swallow of his drink.

“I had dinner with Brechman tonight. He is, to say the least, not very happy with us. That business is soon going to be leaving, too, I’m afraid.” He raised his glass. “When it rains, it pours, doesn’t it.”

Sarah had shut her eyes.

“Viktor, why … ?”

“Because we’re expensive and we’re slow!” he all but shouted at her. Then, more softly: “In essence, that’s what it comes down to. And, yes, you warned me; you were right. Good for you! But there is something else; something I wouldn’t have expected. There are doubts about the reliability of our findings. They are skeptical of the quality of our work. To me, that’s the devastating part of it.”

Sarah was grimly silent, then ventured to say, “We spin our wheels a lot, Viktor. There is a lot of waste in the way we operate.”

“Oh, please, Sarah! Are you serious? Do you really think that program the corporate idiots foisted on us, that whole Lean Six Sigma thing, do you really think that would have saved the Manchester contract?”

“The waste definitely drives up our costs and slows us down,” she answered. “You know, efficiency is not our enemy.”

He hesitated; he scrutinized the expression on her face to see if she was sincere.

“Really, do you think Wayne Reese has the answer to our problems?” he asked.

“Honestly … no. But you shouldn’t have just rejected him out of hand, Viktor. You especially shouldn’t have let the Lean Greenies hijack everything the way they have, I can tell you that.”

“I’ve had other things on my mind!” he said.

“Viktor, we need something. Whether it’s Wayne and LSS or just plain common sense or I don’t know what. The procedures we follow – that you make people follow – there are so many steps, so many rules, so many policies … and some of the time they’re even in conflict with each other. That’s why everything is so slow … why everything gets to be so expensive.”

He took another deep swallow of his drink, then looked into the glass for a long moment.

“All right. All right, Sarah,” he said. “What do you think I should do?”

“What we really need, if you want my honest opinion, is to stop all the ad-hoc policymaking, take a step back, and take a good look at how we operate not just as a lab, but as a business. We need to get rid of the bullshit. And I think we need to map out a clear strategy. It’s every bit as simple and as complicated as that.”

“How? How should I go about this?”

“I don’t know exactly. I don’t know if just you and I come up with something, or we bring in a consultant –”

“Ha! There you go! When in doubt, bring in a consultant to give you advice you’ll never use!”

He drained his glass and made a contemptuous flourish as he set it down.

“Look,” said Sarah, “it’s getting late …”

Viktor sighed.

“I think you should go.”

She stood and took his empty glass to the kitchen. When she turned around, he was right there, and he tried to put his arms around her, but she would not let him.

“Sarah, I’d really like to stay.”

“Yes, I know you would, and I told you when you came in –”

“I just don’t want to go home to an empty house. Not tonight.”

He took one of her hands in his and gave her the most beseeching, pathetic look.

“You can sleep on the sofa if you want.”

“Well … better than a cold empty place, I suppose.”

She got a pillow and blanket for him, then quickly exited up the stairs and into her bedroom. She started to press the privacy lock on her door, but hesitated, then set it, and got in bed.

Not long after, she heard him. He was outside her door. He turned the knob, and the locked knob clicked back and forth. He tapped softly on the door. She did not answer or make any sound.

“Sarah? Please … ?”

She sat up and yelled: “Either sleep on the sofa, or go home!”

Nothing more from him. She pulled the covers over her head. A few minutes later, outside, the Porsche’s engine fired. Viktor drove off, redlining in first gear, or nearly so, using the brutal sound to express his displeasure.

Sarah waited, half expecting him to come back. Then she went downstairs. She made sure the front door was locked. After standing there in her robe in the darkness for some time, she went to the sofa, lay down where he had been, kissed the pillow where his face had been, and finally drifted off.

That evening after dinner, just past eight o’clock, Amy was indulging in the single glass of wine she allowed herself at the very end of days when she actually had time to sit and sip – when her cell phone went off. She muttered something she would not have said in front of her mother, and checked the incoming number. And she stared at it. The number was Tom Dawson’s.

She let it go on ringing a few more seconds, unsure of what she wanted to do, and then impulsively she flipped open her phone and said:

“Suzie here.”

“Oh,” said Tom’s voice. “Um, sorry, I must have the wrong … wait, Amy? Amy, is that you?”

“No, this is Suzie Robincrotch,” said Amy.

There was a long pause – after which Tom erupted in a hyena-like laugh. “Suzie” was Marine slang for the generic girl left behind.

“How’d you know that?” he asked.

“I know lots of things.”

Another pause, and then Tom asked, “So what else do you know?”

“I know I am at home in my own house,” she said. “Where are you?”

“I am in some shithole of a town in the middle of Africa with a name that sounds like it was puked up.”

“Are you by the pool?”

“Uh … no. The only pools around here are the ones you don’t even want to look at.”

“Sounds fabulous, Tom. So cosmopolitan compared to Highboro.”

“Oh, it’s a happenin’ place, I can tell you. No tourists, but lots of nice people who want to be your best friend right up to when they rob you or kill you. No sewage, no safe water, no doctors or hospitals, but it does have a cell phone tower and a dinky little airport. And one bar where it’s okay to drink if you keep your back to the wall.”

“You’ve been drinking?”

“Not by my standards. You?”

“I’m loaded,” she said, examining her half-empty, half-full glass of wine.

“So how’s work?” Tom asked.

“Work sucks,” Amy said.

“Really? That good? I think that’s a new attitude for you.”

“Everyone else seems to have it, so why not me?”

“Is that guy still trying to balance the line?”

“Yes. And I feel like a chump. I banked everything on what he was telling me, and we had a crappy year, and now my boss – who made me take him in the first place – is dumping all over me. I don’t know how we could have taken such good ideas, and applied them so professionally and so faithfully, and gotten such underwhelming results.”

“Yeah, it’s like you’ve got your foot on the gas, and the pedal is to the floor and nothing is happening.”

“Yeah, actually,” she agreed, “that is kind of what it feels like.”

“And he’s telling you someday we’re going to be perfect, we’ve just got to put a little more air in the tires, and twist the ignition wires a little tighter.”

“Yeah, pretty much. How do you know?”

“Because I used to be that guy.”

“And what did you do? I mean, what should I do? Because I’m not sure anymore.”

“Honestly … you’ve got to be Sherlock Holmes,” he said.

“What?”

“In the room where I’ve been staying, somebody left an anthology of Sherlock Holmes stories, and that’s all I’ve been reading lately. But seriously, that’s my advice: Be Sherlock. You’ve got to look at the whole picture, get rid of the red herrings, the things that don’t fit or don’t work, and figure out logically one step at a time what will work, how one condition leads to the next, how each cause leads to an effect, until you get to where you need to be.”

“Is that all?” she said.

“I’m not saying it’s simple. It’s more than common sense. You have to challenge what seems obvious. And you have to do the math. But, seeing it’s the middle of the night here and I’m in the middle of no place I want to be, that’s my best advice: think for yourself.”

“Great. I’ll remember that.”

“So are we still quits?”

“Tom, you left. You are in Africa. Yes, we are still quits.”

“Well, I just thought … you know …”

She softened a bit.

“How’s your job going?

“What job?” Tom joked. “That gig didn’t work out as planned.”

“What happened?”

“The outfit turned out to be crooked. Mostly a bunch of smugglers with a legitimate cover. My buddy didn’t know that when he brought me into it. Long story. Anyway, we picked our moment and bugged out as soon as we could. But, um, the people who hired us don’t take kindly to quitters. So we’ve been on the lam for about a month now.”

“Tom, are you all right?”

“Lost a lot of weight. But no punctures as of yet.”

“Do you need anything? Money?”

“Thanks, but no,” Tom said. “It’s just good to hear your voice.”

He broke away from the call to talk to someone.

“Hey, I’ve gotta run,” Tom said. “My buddy says the landing lights just came on at the airport. This could be the only plane out of here for days, and we’re going to see if we can get on it.”

“Tom, be careful. Take care of yourself.”

“You bet,” he said – then, “Amy? No matter what … I love you.”

“I love you too,” she said, reflexively and without even thinking.

Then he was gone.

Just past dawn the next morning, Amy sat in the glow of her laptop display in her kitchen at home, wearing her nightgown and robe. On the screen was a spreadsheet that she had been assembling. Sometime just past 4:00 a.m., she had awakened in bed, and her mind instantly went to work. Unable to get back to sleep, she had decided to make the most of it.

Around 6:15, she finished what she had been working on. She emailed it to herself and to Wayne Reese, and started making breakfast for her kids.

After she got downtown, her first stop was Wayne’s office. She startled him. He hastily – guiltily, Amy thought – minimized a window on his computer screen so that she could not see what it was.

“What were you just doing?” Amy asked. “Playing solitaire?”

“No, I was just reading something.”

“Did you get the spreadsheet I emailed?”

“Yes, I did.”

“And?”

“You’re right. Oakton’s best years of performance as far as on-time delivery, low expenses, and so on were prior to the Winner acquisition,” Wayne admitted.

“My question to you and everyone else,” said Amy, “is how could that be? What was different then? And why did it change for the worse? We know now that the Tornado pulled a few stunts to manipulate the numbers in his favor short-term. But why hasn’t Lean had more of an impact?”

“I had a long talk with Jayro Pepps, the materials manager, yesterday. He explained some realities that, for whatever reason, I had not come to terms with.”

“You want to know what I think?” asked Amy. “I think we should bring back Murphy Maguire. At least temporarily.”

“Well … I don’t disagree with that,” said Wayne. “Kurt does seem to be in over his head. And I have to admit that Maguire did somehow get good performance out of Oakton. Although, if he’s going to come in and completely undo everything Lean has accomplished –”

“Wayne, please. Save it for tomorrow.”

“Tomorrow? Why? Tomorrow is Saturday.”

“Yes, you heard correctly,” said Amy. “I’m calling an emergency management meeting for my direct reports and a few others, like Murphy. I want everybody in one place as soon as possible to take stock of the situation and lay the basis for a turnaround strategy.”

Wayne nodded and said, “Okay. I’ll be here.”

“No, not here,” said Amy. “I think I’m going to hold it at my house.”

“Your house? Why there?”

“Because I want us to think outside of the box – so I don’t want the meeting inside any of the usual boxes. I want the meeting to be off-site, but on such short notice I don’t know what would be available – and anyway that’s not where I want to spend my energies. Besides, the price is right. My place is free. So what the heck.”

“All right. Count me in,” said Wayne.

“Good,” said Amy, “because anyone who tries to make excuses not to come is fired.”

Wayne looked at her and decided she might not be entirely serious, but she also was not kidding.

She left then. Wayne reopened the window he had minimized, and resumed reading about the Theory of Constraints.

Amy sent the email proclaiming the “leadership meeting,” as she put it, at her house for Saturday. She sent it to all the senior managers: Elaine Eisenway, Garth Quincy, Wayne Reese, and Viktor Kyzanski. But she also included Murphy Maguire and Sarah Schwick – Murphy because she wanted him back at Oakton, and Sarah in hopes that she would be a voice of reason to counter Viktor’s obfuscations. She also included Kurt Konani, as the current Oakton manager; and she decided to add Jayro Pepps because of the materials management and inventory issues.

Murphy called her, tactfully inquiring why he was being included in such a group, and Amy simply told him that as the most experienced manager of Oakton, she wanted his counsel for herself and the group. She would wait and listen on Saturday before deciding conclusively whether to bring him back to take his old position.

By midday Amy had heard from everyone except Viktor and Sarah. Just as Amy was about to go to lunch, Sarah called.

“Hi,” said Amy, “did you get my email about the meeting tomorrow here in Highboro?”

“Yes,” said Sarah. “I’ll be there. Murph and I are going to travel together. We’ll leave late this afternoon. But, um, Viktor …”

“What about Viktor?” asked Amy. “Don’t tell me he’s out of the office.”

“In fact, he is out of the office. And I don’t think he’ll be able to make it.”

“Why not?” Amy demanded, starting to steam.

“Because he’s in jail.”

A pause followed.

“Did I hear you correctly? Viktor is in jail?” asked Amy.

“Yes. And his bail hearing isn’t until Monday,” said Sarah. “His attorney is trying to get it moved up, but the prosecutor considers him a flight risk and is trying to hold him. I’ve been on the phone for hours this morning.”

“Why was he arrested?”

“Speeding.”

“Speeding?”

“And a lot of other charges.”

“How fast was he going?”

“At the height of the chase, his Porsche was clocked at being ‘in excess’ of one hundred and forty miles per hour.”

“The chase?”

“It began on Interstate Seventy in western Maryland around Ha-gerstown about one thirty in the morning,” said Sarah, “and continued across the border into Pennsylvania. Finally, south of Carlisle, the Porsche ran out of gas and they arrested him.”

“Hold on,” Amy said. She put her hand over the receiver and called out, “Linda! Linda, find Elaine right away and get her to come in here!”

Then, back to Sarah, she said, “Elaine Eisenway has Human Resources under her – I think you know that, but anyway, I want Elaine to hear this. While we’re waiting, what happened? Was he drunk or what?”

Sarah sighed and hesitated, then said:

“He had one drink at my place –”

“Your place?”

“He came to me last night. We were married once, you know. And we’ve been, um, friends … off and on, ever since.”

“Oh. I didn’t know that part,” said Amy. She turned from her door and urgently muttered into the telephone, “And, Sarah, try not to tell that to Elaine!”

“Anyway, he may have had a few before I saw him – but that wasn’t the issue. The charges don’t even include DUI. When he was with me, he was … I guess the word is ‘distraught.’ We’ve lost Manchester as a client. He learned that yesterday. But it also looks for sure as though DuPont is going to dump us, and General Electric and a few others as well are at least thinking about it. Everything that Viktor has worked for, it’s all blowing up.”

Amy covered her eyes with her free hand as she held the phone to her ear.

“Even worse,” Sarah continued, “the story about Viktor made the TV news this morning in Washington, so a lot of our clients probably know by now. I’m sure the rest will know soon.”

Toward the end of the afternoon, Amy called and spoke to Sarah again.

“Elaine and I have agreed that we’re giving Viktor a leave of absence until he straightens out his legal issues. But, Sarah, he’s gone. I want Viktor gone. Never mind the police chase. Never mind all the bad publicity. It’s the lack of performance and the loss of key accounts – that’s enough. He’s done.”

Sarah was quiet for a second, then said, “I think that would be for the best. The best for F&D anyway.”

“And so, I’d like you, Sarah, to step in and take Viktor’s place on an interim basis,” Amy told her.

There was silence on the other end as Sarah took in what she was being offered.

“So we’d both be ‘interims’?” Sarah asked.

“Yes.”

What went unspoken between them, and what they both knew full well, was that Sarah Schwick was no Viktor Kyzanski. She was brilliant technically and professionally – perhaps the equal of Viktor. And she was a competent, disciplined manager – definitely superior to him regarding day-to-day, grind-it-out managerial tasks. What she lacked was his leadership. His panache. His charm. His ability to talk to a roomful of people and after ten minutes have those people believing what he told them and wanting to do whatever he said.

Sarah did not have those abilities. If Sarah spoke continuously for more than five minutes, those listening to her would begin to think about baseball, or just about anything except the subject she was addressing. When Sarah walked into a roomful of people, it could be half an hour before anyone knew she had arrived. If Viktor was panache, she was the antipanache. Both Amy and she knew this, and neither said what they knew.

Instead, Amy said, “Sarah, don’t be Viktor. Be yourself. Be your best. Find out what the clients really value, give it to them … and please, try not to lose another account. Can you do that?”

And Sarah, quiet as a mouse, said, “I’ll try.”

“See you tomorrow,” said Amy.

13

The gloomy and dire circumstances of the hastily called meeting at Amy’s own house were nearly matched by the look of the weather outside. The sky was dense gray and even darker to the west, and the winds were gusty and brisk. But Amy of course had many other concerns.

From the office, Amy had brought home a whiteboard and collapsible easel. She erected this nearby, and then set at each place around the table a pad of sticky notes, a pen, and a tablet of paper. Her final touch was to make place cards for each person, indicating where each should sit, and she made sure that Wayne and Murphy would sit next to each other.

By nine o’clock, everyone had arrived, and shortly thereafter all were seated at the table: Wayne Reese, Kurt Konani, Jerome “Jayro” Pepps, Murphy Maguire, Sarah Schwick, Elaine Eisenway, Garth Quincy, and Amy herself.

“Well, let me first of all say that I personally would rather be doing something else on a Saturday,” Amy began, “but our financial performance for the past quarter and the past year absolutely stinks. I have been chewed out by Nigel Furst, and in less than three weeks I am going to have to go before him with a plan to reverse the backsliding and get the business out of the dumps. As of now, I frankly do not know what to tell him. So our objective for today is to identify why so many unexpected and unwanted things have happened, why so many desirable things have not happened, and what we can do to plot a new course for the company.”

Murphy tentatively raised a hand and asked, “May I just say a few words?”

“Go ahead,” said Amy.

“If y’all will just let me cut to the chase,” said Murphy, “I can tell you what the real problem is.”

Please. Please do tell us what the real problem is, Mr. Maguire.”

“The real problem is that the analysts in Rockville are overburdened with nonessential tasks.”

“Huh?” said Wayne. “No, come on! That’s not the real problem. The real problem – if I had to put it in a nutshell – is variation! Variation in all its many forms!”

“It’s not the variation per se,” said Kurt, “it’s dealing with the variation. It’s that we have attempted to instill a Lean Six Sigma culture throughout the company, but we don’t have the proper black-belt to green-belt ratio. That’s the real problem.”

“What?” asked Garth. “Excuse me, but isn’t it perfectly obvious what the real problem is? We’re losing customers! Our sales are declining!”

“Look, I don’t know if this is the so-called real problem,” said Jayro, “but I’ll tell you what a big problem is: too many times, we don’t have the proper material in stock – while all too often, we are forced by policy to accept material that we don’t need!”

“Well, I don’t know what anybody else’s real problem is,” said Sarah, “but my real problem is getting data through the testing loop at F&D so that we can get results to customers.”

“Which,” said Murphy, “goes back to what I said was the real problem–”

“Cash flow!” Elaine asserted. “We currently have too much cash tied up in inventory, and we are spending more than we are making. That’s the problem.”

“Ultimately,” said Amy, “the real problem is that our earnings are not growing! We are not meeting our business objectives!”

“That’s what I’m talking about!” said Garth. “How can you increase earnings if you don’t increase sales!”

“I’ll tell you one way: by eliminating waste!” said Kurt. “If you save money, you make money –”

“No, no, no!” said Murphy.

“– and to save money by eliminating waste,” Kurt said, steamrolling on, “we need the proper black-belt to green-belt ratio!”

“To make more money, you have to increase your throughput!” Murphy thundered. “And to increase throughput you have to manage your constraints!”

“There you go with your ‘constraints’ thing again!” said Wayne. “If you eliminate variation, if you move to one-piece flow, if you –”

“Variation is reality! In some form and to some degree, it will always be with us!” said Murphy.

Amy glanced at her wristwatch. The time was 9:14 a.m., and already everything was out of control.

“Hold it! Hold it! Hold it!” she yelled.

Everyone quieted down and looked toward her.

“I’m glad everyone has an opinion,” she said, “but I want to lay out some rules. First, no arguing! Also, no finger-pointing, no blame games, no self-serving speeches, and above all, no excuses! If I hear any of that today, I will cut you off at the knees. What I want are facts. I want to hear clear, objective observations relating to why the business is in the current, undesirable state that it is.”

She waited a moment for someone to respond, and everyone was silent.

“All right,” Amy said, “I have an idea.”

She held up a pad of sticky notes and a pen.

“Let’s get some facts on the table – literally,” she continued. “I want each of you to take your pad of sticky notes and write down at least one, but no more than three simple sentences that express what’s wrong from your functional point of view. Write your name and function at the top of each note, and if your sentence won’t fit on one note, then use two and stick them together. Go ahead, let’s do that now.”

A few minutes later, the table was littered with little squares of paper – several dozen of them, each bearing a simple sentence.

“Let’s put them on the whiteboard,” said Amy, “so we can all have a look.”

They did this, sticking the notes to the surface in no particular order, and the result was a sprawl of comments that resembled utter chaos …

“Okay, so here we have the opinions of what each of us thinks is the real problem – or problems,” said Amy. “Now … any thoughts on what to do?”

“Excuse me,” said Wayne, “but it might help if you tell us where you want to go with this.”

“Actually, I don’t have a one-two-three process in mind,” she said. “I just thought it might help if we laid out all the basic issues and looked at them as a whole.”

“Are you saying we have to solve each one of these individually?” asked Garth.

“Individually?” asked Murphy. “I don’t believe we can do that.”

“Why not?” asked Kurt. “We just have to prioritize them and go at them one by one.”

“What I meant,” said Murphy, “is that we can’t solve one without considering the effect and influence of the others. Because, in many cases, they are interrelated.”

“Wait,” said Wayne as he stared at the collection of notes on the board. “Is there a cause-and-effect relationship between all of these?”

Amy, too, peered at the board, and said, “Yes, I can see that there certainly could be.”

She rearranged a few of the notes so that there was a sequence from one to the next.

“For instance,” she said, “If ‘workstations at Oakton … do not always finish their work during takt time,’ then it stands to reason that ‘Work flow at Oakton is being randomly delayed at various places in the plant … ’”

“Sure,” said Wayne. “It’s logical. But I’m still not sure where we’re going with this.”

“If you solve one – the root cause problem – then you solve the next problem in the sequence,” said Amy.

“Or if one solution doesn’t completely solve the next problem,” said Sarah, catching on, “then perhaps at least you’ve influenced it positively so you can build on the improvement.”

“But how do you know which comes first?” asked Kurt. “It seems like a chicken-or-the-egg kind of thing. Did the inability to finish within the takt cycle cause the delay? Or did some random delay upstream cause the takt cycle to be exceeded?”

“Seems to me,” said Murphy, “you’ve got to find out which rooster has been a-messin’ around with the hen. ’Cause lady chickens don’t just lay eggs on their own.”

Everyone else turned to him somewhat agape.

“Well, I am just an old country boy at heart!” Murphy said.

“I think what Mr. Maguire is trying to say is that we have to determine the relationships between all of the elements,” said Amy, “in order to see which was the cause and which was the effect.”

“The affairs of roosters and hens aside,” said Wayne, “this could be where DMAIC would very useful, even essential – the process of define, measure, analyze and so on.”

“Yes, very possibly,” said Amy, “but I remind you, we don’t have – I certainly don’t have – months or years to invest in some quest for the perfect process. We need to be right, but we also need to be quick. So I’m thinking, why not invest the hour or whatever in exploring this cause-effect sequence and see if there is anything to it?”

Which was what they did. They began moving the sticky notes around on the whiteboard, and when they thought they had a correct sequence, they used the colored markers to draw lines between them to indicate the relationship.

There was haggling. Everyone – including Sarah Schwick, for some time – discounted Murphy’s assessment of the impact of the Rockville analysts on the entire system of processes.

“How could a relative handful of professional employees choke the entire system?” asked Wayne.

“Mr. Reese, sir, it is because the analysts are so few in number – and yet so essential to so much of what we do as a company – that they are able to be a choke on the entire system,” said Murphy.

“You know,” said Amy, “it is true that nothing moves at Oakton until an analyst in Rockville has signed off on a production order.”

“Is that really necessary?” asked Wayne.

“It’s because of liability concerns,” said Amy. “About fifteen years ago, Hi-T got sued for hundreds of millions of dollars because of what the plaintiff claimed was negligence in producing a product that failed in its intended use. After that, the only way that we could appease the insurance company was to have a policy in place that all customer orders would be critically reviewed by the F&D analysts prior to production.”

“Man, the lawyers sure do run everything, don’t they,” said Garth.

“That’s reality,” said Amy. “All orders must pass analyst review. We may not like it, but that’s what we have to deal with.”

“In fact, nobody likes it,” said Sarah. “The analysts do the reviews because they’re part of their job description, but most if not all of them hate the process.”

“Why is that?” asked Amy.

“Because it’s tedious, boring – and yet they’re under a lot of professional pressure. If the analyst misses something, and there is a failure in the intended use of the product, it probably means some kind of tragedy has occurred. And on top of those negatives, they don’t get anything extra for doing the reviews.”

“Extra?” asked Amy. “Why should they get anything extra?”

“Well, let me put it this way,” said Sarah, “the analysts do get incentives for other aspects of their work.”

“Like what?”

“A production design review is just an internal charge-back to Hi-T. It’s treated like an expense. But when the analyst works on a research project for a Formulation and Design client, the analyst’s time is billed at an hourly rate.”

“Right,” said Amy.

“The more billable time the analyst has at the end of the year,” said Sarah, “the bigger the bonus the analyst makes.”

“So greed rears its ugly head,” said Kurt.

“Now, wait,” said Sarah. “You have to realize that the analysts all work long hours. Twelve hours a day is the norm, and fourteen and sixteen-hour days are not unheard of. At times these people are working six and seven days a week – for year after year. Believe me, I know what it’s like; I used to be an analyst before I – foolishly – thought that moving into management would give me more personal time. My point is that if we don’t incentivize the analysts in some fashion relative to the income they’re generating, they won’t stick around. That’s why Viktor coddled them, and fed their egos, and paid them so well.”

“They do make very good money,” Amy commented. “More than what I make, some of them.”

“Like what kind of bucks are we talking about?” asked Garth.

“An entry level analyst makes a hundred and twenty thousand dollars a year, plus benefits and bonuses,” said Sarah. “And a senior analyst like Joe Tassoni can earn pretty close to half a million a year.”

“Wow,” someone muttered.

“But Sarah has a good point,” said Amy. “They are bringing in big income for the company, and most of them are at the top of their professions – the best in the world in their fields.”

“And it’s not just pure greed that keeps them at F&D,” Sarah argued. “It’s the money and the ability to pursue research that is often of deep professional interest to them.”

“All right, fine,” said Wayne, “but for that kind of compensation, is it too much to ask that they not choke the production end of the business? That they give more attention and time to the design reviews?”

“Some of the reviews are cut and dried,” said Sarah, “but many are not. They take time. And all the while, there is pressure from the project managers at Rockville to give priority to F&D client work. Remember, the analysts are central to everything we do in Rockville. They would be busy even if they did not have to do the design reviews – which are just a huge chore for them. A lot of months we have to prod the analysts to finish up their reviews. It’s like we tell them, ‘Hurry up! But, oh, by the way, you can’t be wrong on anything.’”

Amy cut off the discussion, saying, “Okay, I think I’m beginning to see some of the connections here.”

She went to the whiteboard and began trying to diagram the chain of what was going on.

“This is a fact,” Amy said, pointing to the bottom note. “By policy, and for serious reasons, the analysts at F&D must review and approve all product designs manufactured by Hi-T. We might argue over whether this is necessary, but for now it’s a fact this is what is happening. Right?”

“Right,” said several of the others in unison.

“At the same time, the analysts have their own research and other duties. That also is a fact. Correct?”

“Correct.”

“Thanks to Sarah Schwick, it’s been made clear that the analysts are incentivized in a number of ways – ranging from their bonuses to professional interest – to give priority to F&D clients and the hourly billings to those clients that generate income. True?”

“True.”

“So if F&D clients get top priority, then design approvals for Hi-T get lower priority. Also true?”

“Yes.”

“And if the analysts cannot finish all their work in a given time period, something is going to be delayed. Right? And the work that is put off until tomorrow is almost always going to be the lower priority design approvals. Right again?”

“Yes, I’m sorry to say it, but that’s the way it happens,” said Sarah.

“If the analysts have to postpone approvals, then when they finally get around to dealing with them, what happens? The approvals are going to be late, and they’re going to be released in a big batch.”

“Wait a minute,” said Wayne. “Why is that? Why the big batch?”

“I’m presuming that’s what happens, because that’s human nature,” said Amy. “It’s like email. Most days, because I’m busy, I usually can’t deal with each email as it comes in. I wait until I have fifteen or twenty minutes, and then I deal with all of it.”

“Yes, and that’s what happens in Rockville,” Sarah agreed. “When an analyst gets a breather, he whips through all the accumulated designs that have come in, and he signs off and sends them to Oakton. Except that all of these require more than just a token glance. Some can be looked over and approved in minutes, but others may require hours or days of analysis, queries, testing, and so on. And those are going to be held up even longer.”

“Therefore, when design approvals finally reach Oakton, they come sporadically and late,” said Amy. “And if they come in late –”

“Oakton is always playing catch-up,” said Murphy.

With a nod to Murphy, Amy wrote out another sticky note and put it above the others.

As she did this, Wayne’s shaven head turned pinkish and then red. Finally, he spoke up.

“All right, all right,” he said, “I have the distinct feeling that you are going to try to pin all the problems on me – and on LSS.”

“No, Wayne, I have no intention of doing that, or of letting anyone else do that,” Amy said calmly. “As I said at the beginning, there will be no blame games, no finger-pointing, not even any mea culpas, and absolutely no self-serving speeches.”

Wayne sat back, but folded his arms across his chest.

“But more than that,” Amy continued, “you brought to this company something valuable, something elegant, something that made sense on a lot of levels. I bought in. Many of us bought in. And I’ve all but staked my career on it. Yet the things we have tried have not delivered – at least not to the degree we expected. So we have to figure out what is really going on and go from there.”

She turned back to the white board.

“Now, the statement has been made that Oakton is always playing catch-up. If that is true, the question is, why? What has been going on at Oakton?”

“How far back do you want to go?” asked Murphy.

“I guess as far as necessary,” said Amy.

“Well, even before the lawsuit and the F&D approval requirement, it was decided by people far more intelligent than yours truly that Hi-T would avoid high-volume, low-margin production.”

“Right, globalization of suppliers was under way,” said Amy, “and the conclusion was made – though not by me – that we could not compete against Asian vendors with lower labor costs. Instead, we would carve our own market niche in specialty composites that offered high performance, and for us, offered higher margins.”

“But to succeed in the specialty segment,” Murphy went on, “we needed flexibility. That flexibility took us into unfamiliar territory, and that in part was what brought on the lawsuit.”

“As I understand it,” said Garth, “the lawsuit actually had little to do with us. We were caught in a broad net. It was our customer who was primarily at fault for giving us poor specifications.”

“Nevertheless,” said Murphy, “in order to protect the company, and our customers, and the ultimate consumers, whoever they might be, the design approval requirement was put in place.”

“Excuse me,” said Amy, “but could we please fast forward?”

“Yes, I know all that seems like ancient history,” said Murphy, “but you should understand that one condition begat the next. Every effect has its preceding cause. And because design approval from F&D became mandatory, the effect was that Oakton’s ability to produce became dependent upon Rockville’s ability to approve.”

“Dependent? I don’t quite understand,” said Elaine.

“Yes, dependent. As in, one action cannot proceed until a prior action has been completed,” said Murphy. “As in, before you can cook dinner, you must first go to the store and buy the food to be cooked.”

“But so what?” asked Elaine.

“When we became dependent upon the analysts, their performance affected ours. If Rockville was late, then Oakton was late.”

“Unless you could catch up and get back on schedule,” Amy concluded.

“Exactly right,” said Murphy. “And the game of catch-up became a game that we at Oakton became very good at playing.”

“But if Oakton is as good as you say at playing catch-up,” asked Garth, “why isn’t it doing more now?”

All eyes turned to Wayne Reese.

“To be honest,” said Wayne, “I don’t understand it myself. Because LSS has made Oakton more efficient.”

“No, sir, I beg to differ,” said Murphy. “LSS has not made Oakton as a whole more efficient. You have made pieces of the production process more efficient, but you have not made the production system as a whole more efficient.”

“Wait a minute!” argued Kurt. “Look at all the waste we’ve removed! We’ve reorganized the Cooler to get the cold storage materials in and out faster. We’ve established kanbans. We’ve lowered the defect rate on the M57 Line by two percent. We’ve color-coded the resin dye bins so that mistakes are almost impossible. We’ve shifted personnel between stations to balance staff to workload – and on and on. You can’t say that all of that hasn’t improved the system!”

“What have you done to improve the performance of Godzilla?” asked Murphy.

“We’ve reduced the number of people used to load and unload.”

“I’m sorry to tell you, but what you have actually done is removed the reserve capacity that was in place for a reason: to allow us to recover quickly when something goes wrong – and sooner or later it always does, or my name isn’t Murphy.”

Kurt began to defend again, but Wayne put a hand on his shoulder and stopped him.

“No, Maguire has a point,” said Wayne. “It’s been staring me in the face for months, and I hate to admit it, but until we reinvent the autoclave process technology –”

“We are not spending twenty million just to achieve one-piece flow,” said Amy. “Not this year certainly, and not any time in the foreseeable future.”

“Then,” said Murphy, “if you cannot increase the rate of flow through Godzilla …”

“Then we cannot increase the throughput of the system as a whole,” said Amy, drawing the conclusion.

“I know,” Wayne Reese was nodding in admission. “We can improve upstream and downstream, but the flow will not improve because of the autoclave bottleneck.”

Amy picked up a pad of notes and a pen.

“This is the cause-effect chain that I think has gone on, that continues to go on,” said Amy.

She began writing brief notes describing each link of the chain while she explained the logic.

“The Winner management culture is metrics-driven. That is, the managers with the best KPIs – Key Performance Indicators, as they’re called – get the best bonuses and promotions.”

She put that sticky note near the bottom of the whiteboard.

“One of the Winner beliefs is that ‘maximum utilization’ of each and every resource results in ‘maximum efficiency.’ All Winner managers attempt to make their numbers look like they are managing for ‘maximum utilization.’

“The ‘maximum utilization’ assumption is incorporated in Winner’s proprietary WING software.

“If followed unquestioningly, WING results in extremely high inventories, because resource capacities have not been balanced against demand. Everything is running flat out, and inventory is being produced whether it is needed or not.”

“I suspect what most managers do is find ways to fiddle with the data fed into WING, and essentially lie to it,” said Wayne.

“That’s what I did,” Murphy said with a shrug of his bearish shoulders. “It’s the only way to survive.”

Amy rolled her eyes.

“So Winner turns to Lean Six Sigma. Winner’s application of Lean seeks to reduce capacity and keep the remaining capacity at maximum levels. Resources, in theory at least, operate at close to one hundred percent – maximum utilization, the ideal – and inventories are lower.

“Therefore,” Amy continued, “we have reconfigured resources at Oakton so that mathematically we have just enough capacity to meet demand.

“Because we have eliminated ‘excess’ capacity, we have a real problem accommodating fluctuations in workload – especially when production

approvals come in sporadically and late from Rockville. In other words, we can walk, but we can’t run. And if anything trips us up while we’re walking, we fall behind.

“Therefore, we cannot play the catch-up game.

“Therefore, if something becomes late, it stays late.”

Amy looked over the layout of the notes, and said, “Well, clearly there is an intersection of these two cause-and-effect chains.”

“In other words,” said Wayne, “If we have only ‘just enough’ capacity to meet demand, then whenever an unforeseen event causes a delay, we cannot make up for slippage.”

“You hit the nail on the head,” said Murphy, “and because of slippage, there are temporary bottlenecks caused by the inability to stay within the takt time cycle.”

For the twenty minutes or so, with Amy at the board rearranging the notes, writing new ones, and connecting them by drawing arrows from one to the next, they talked and argued and resolved – ultimately created a cause-effect chain that seemed logical and true.

Amy then read through the chain:

“With a balanced production line, Oakton has only ‘just enough’ capacity.

“Small variations cause temporary bottlenecks in the flow throughout the system.

“Therefore, Godzilla is often less productive than before.

“Therefore, flow time in increasing, not decreasing.

“Therefore, Hi-T is often missing scheduled shipping dates.

“To save customer satisfaction, we now routinely use expensive overnight courier deliveries.

“Even with overnight shipping, deliveries are still days overdue from what was promised.

“Therefore, more and more customers are mad at us.

“Therefore, our sales force is demoralized.

“Therefore, our sales are declining.

“Therefore, cash flow is deteriorating.

“Therefore, the company is losing money rather than making money.

“Therefore, we are not meeting objectives.

“Therefore, Winner management is angry.

“Therefore, the jobs and careers of many at Hi-T are in jeopardy.”

Amy turned to everyone else.

“Well,” she said, “that is just an amazing chain of undesirable consequences.”

“Kind of like a train wreck,” said Wayne.

“But it didn’t start that way,” said Amy. “Look. Down at the base, the intentions were positive.”

She wrote one more note and placed it at the very bottom of the whiteboard, below all the others. It read:

“Each of us wants to be successful.”

She pointed from the bottom note she had just fixed to the board and the note at the very top.

“We’ve achieved exactly the opposite of what we set out to do,” said Amy.

At the end of the day, Amy was still sitting at her dining room table, studying the whiteboard with its little rectangles of sticky notes and lines and arrows drawn with markers connecting one note to the next. The others had left a short while ago, but a plan had been formed. It was just an action plan, not a solution or a strategy, but it was the next step nevertheless.

“The one thing I do not want,” Amy had told them, “is for us to throw together some laundry list of changes only to find in three or six months that we got it wrong or it’s been ineffective. We need a well-grounded, logical strategy. Trouble is, we don’t have months to put one together. It has to be right, but it also has to be done on the fly.”

So it was decided that the first order of business would be to gather and confirm facts, and to assess the situation. Wayne Reese would travel to Rockville, and with the help of Sarah Schwick, would spend the week learning everything he could about the F&D analysts. He would put together a “quick and dirty” value stream map in order to study the work flow to and from the analysts. He would talk to everyone around them, note their work habits, take them to lunch and dinner individually and collectively, and learn the analysts’ own thinking about what they did and how they did it. At the end of the week, Wayne and Sarah would return to Highboro with their findings.

In the meantime, Murphy Maguire would go to Oakton, where he would assess what had happened in his absence. He would also do anything obvious that would help bring Godzilla back to better efficiency. But he had solemnly promised not to dismantle the Lean Six Sigma projects – not yet at least, although everyone including Wayne knew that changes would have to be made.

Amy was now gazing at the whiteboard, when she heard herself muttering aloud, “It’s that damned balanced line.”

That was certainly a root cause of so much of the difficulty, she concluded. But the analyst issues, too, were a large – and largely hidden – factor in their problems.

She heard the familiar rumble of Harry and Zelda’s big Ford as it turned onto the driveway. Seconds later the kids bolted through the kitchen door. Michelle kissed Amy on her cheek; Ben, who was now just slightly taller than his mother, on her forehead. Then they were racing each other for the remote control of the television. In the meantime, Amy went to help her mother get up the back steps. Zelda was having a lot of trouble with her knees. Then Amy had to help her father; he was “stuck” trying to get out of the Ford. Lately, while getting out of the car, Harry would attempt to stand up on the leg that was still inside the vehicle, whereupon he would be unable to sort out what he should do.

Once everyone was inside and the chaos had settled down, Amy poured a glass of wine, much needed, and sat down again at the dining room table. Harry shuffled in and looked at the whiteboard.

“What’s this?” he asked.

“It’s how the best intentions can end up with bad results.”

“Looks like some kind of a tree,” he said. “An ugly tree.”

“It’s the UDE tree,” said Amy.

“The what?”

“The tree of undesirables.”

“I’m confused,” said Harry.

“For once, I’m not.”

Then the doorbell chimed.

“Now what?” Amy asked fate.

And when she opened the front door, there stood Tom Dawson.

“Hi,” he said, “I was in the neighborhood, thought I’d stop by.”

Shaking her head, she smiled, and then said, “Come in.”

She slipped her arms around his waist, and was surprised at how thin he was. The fatigue of his journey showed on his face. He was sunburned, yet somehow pale. They hugged each other for some time – before Harry noticed.

“Hey, hey, hey, young man! That’s my daughter!”

“Yes, sir, I know,” said Tom.

“Dad, do you remember Tom?” asked Amy.

“Pleased to meet you,” Harry said, shaking Tom’s hand.

“Maybe we could go for a drive,” Amy suggested.

“I want her home no later than ten o’clock,” Harry said with complete seriousness.

They did go for a short drive. He told her of his ordeals. He wanted to take her to his place, but she wasn’t ready for that.

They saw each other again Sunday afternoon. Amy had by then put her feelings in check. Still, he coaxed her to a walk in the park. Just the two of them in the open. It felt awkward being together. They said good-bye.

They saw each other Monday. He came over after dinner. It being a nice, though cool evening, they sat on the porch together. She began asking a lot of questions. He became impatient at the probing, then got huffy and left. But there were things she felt she needed to know, and satisfied with his answers, she called him an hour later.

They saw each other on Tuesday evening. She went to his place. There was no discussion. Afterward, they talked for hours.

By Thursday, they were able to talk about the mundane. He was unsure whether to restart his aviation business or try to do something else. But he still had a lot in savings, plus his military pension, and he didn’t have to decide right away.

“How’s work going?” he asked her.

She told him about the UDE tree, and some of what they had learned in the process.

“Well, sounds like you’ve got your issues,” he commented. “You see, in people’s minds, ‘balance’ is good, and ‘constraint’ is bad. It’s not until they see the principles play out that they understand it’s actually the opposite in a practical world. That little dice game we played at your house however many months ago? The basis of that is valid.”

“I remember you saying there were a couple of other ways to play that.”

“Yeah, there’s one way that dramatically drops your inventories. And there is a fourth way that gives you fantastic results.”

Amy put her arm around his taut waist.

“What are you doing this Saturday?” she asked him.

“I don’t know. Why? Do you want to do something?”

“Well, I’m already committed. But I was wondering if you would do a favor for me.”

“That depends on what kind of favor.” he said.

“I was wondering if you would teach that game to the Hi-T people I’m having over.”

“It’ll cost ya.”

She smiled and whispered, “Then I guess I’ll just have to ante up.”

14

“The most important finding gained this past week in Rockville,” said Wayne Reese, “was that the F&D staff spends a really high percentage of their time – from twenty to as much as forty percent or higher – on tasks that contribute no value from the customer’s point of view.”

“The client’s point of view,” Sarah said, correcting him. “We generally refer to the customer as a ‘client’ at Rockville.”

“Yes, well, in any case, there is a hell of a lot of muda at F&D – no offense to Sarah or anyone working there,” said Wayne.

“No offense taken,” Sarah said in a listless tone.

It was Saturday morning, just one week after the first meeting around Amy’s dining room table. Missing from the first group were Jayro Pepps and Kurt Konani, who were at Oakton sorting some critical inventory issues. But everyone else was there: Wayne, Sarah, Murphy, Elaine, Garth, and, of course, Amy. Her kids had once again given up their house for the day on the promise that this would be the last time for at least a while – and some cash for each of them to spend at the mall.

Unfurled across that dining room table was a long sheet of butcher paper with notes and arrows and stick-on blue dots, orange dots, red dots, and so on showing the general flow of work through F&D. This was Wayne’s “quick and dirty” value stream map, or VSM, that he had put together.

“Now, you see the blue dots,” Wayne continued. “Those indicate an action in the flow that contributes value. The orange dots add no value, but are necessary – things like regulatory requirements or internal administrative processes. But the red dots are where waste occurs. They add no value, but are part of the total process because of outdated policy or just plain old inertia – just the way things have always been done – and so on. Just look at the number of those red dots. Every one of them represents an opportunity to eliminate waste by applying Lean and –”

“Wait a minute,” said Amy. “Where are the F&D analysts in this?”

“Everything done by an analyst is represented by a pink Post-it Note,” said Wayne.

“I see there are a lot of pink notes up there,” said Amy. “So, where is the value stream for the production design reviews that affect the Oakton plant?”

Wayne pointed to the bottom left corner of the VSM butcher paper where, almost lost in the complexity, a simple line entered from the left and went through a relatively small number of steps, mostly marked with blue dots.

“That’s it?” asked Amy.

“Well, it depends,” said Wayne. “If the analyst approves the design – which happens about eighty percent of the time – then it’s released to production planning and goes to Oakton. If the analyst finds an issue – the other twenty percent – then it enters this testing loop, where samples or a full prototype are made up and subjected to a testing cycle. Finally, the results ‘loop’ back to the analyst, who then either approves the design, sends it back into the loop for more testing, or rejects it and sends it back to the, um, client via the salesperson. So it can be simple or complex.”

“All right,” said Amy, “but that’s one corner and one or two loops. What’s with the rest of it? Why go into all that detail?”

“Because I felt we needed to see the big picture,” said Wayne. “Due to Viktor’s lack of buy-in last year, we never really got the chance to map it all out.”

“Fine,” said Amy. “I can accept that.”

“And as I was about to say,” Wayne went on, “the full view of the value stream affords us a huge opportunity. Because if we can eliminate waste throughout the F&D subsystem of Hi-T, there should be more resources and time to enable the analysts to do the design reviews.”

Amy felt herself getting angry, felt her lips pressing together and her shoulder muscles tensing. But she made herself speak in a low tone calmly and deliberately.

“Wayne … I … did … not … send you to Rockville with the expectation of pursuing a full-blown implementation of Lean Six Sigma.”

She pointed to the whiteboard, re-erected from the week before.

“Last week we constructed this logical tree that bears rotten fruit. We identified the analysts as being a root cause affecting Oakton’s inability to meet commitments, because of the pressures and conflicts surrounding the design approvals. So, while I have nothing against seeing the big picture, it seems to me that it’s the design approval part of the value stream where we need to focus.

“But, Amy, that’s my point!” said Wayne. “Isn’t it common sense that if we eliminate the waste throughout F&D, at each one of these little red dots –”

“It will take forever! We do not have that long!” Amy exclaimed, giving in to frustration. “And common sense, to my way of thinking, says that we focus on what is critical to accomplish the most good right now.”

“Okay, okay,” said Wayne “I read you loud and clear. We will focus on the analysts.”

Amy turned to Sarah Schwick and asked, “What’s your take on this?”

“While Wayne was assembling the value stream map – which I do think will be useful in the long run,” said Sarah, “I did a more classic time study of the analysts. I went back through three years of time sheets to try to quantify how they spent their time and see if there were any patterns.”

“And were there any patterns?”

“No. None whatsoever,” said Sarah with a straight face, but then her linear lips cracked a smile. “Sorry. Just trying to keep things light. Yes, there were patterns. For instance, there were far more design ‘clearances,’ as they are officially called, at the end of the month, when there is pressure to clear them out, along with other administrative chores. And there were also more when the number of projects going on was low – or in other words when the analysts had nothing better to do.”

“If I may comment?” asked Murphy. “I never had the luxury of being able to quantify it, but based on my observations, the analysts are a true, but intermittent bottleneck.”

“What do you mean by that?” asked Amy.

“A bottleneck, by most accounts anyhow, though not necessarily mine,” said Murphy, “is a resource that cannot consistently or reliably meet the demands placed on it. So its output is typically less than demand. This is in contrast to a primary constraint, which is the resource most likely to become a bottleneck if not properly managed. But as for the analysts at Rockville, I think that they are equal to the demands placed on them maybe just sixty percent of the time. What that means is that forty percent of the time – four out of every ten days – they can’t keep up. Things like design reviews get pushed to the back burner, or completely off the stove. Then when things cool down a bit, they catch up on whatever was put off. Because design reviews are, for them, a pain in the neck of low priority, there is usually a big backlog at that point – and the analysts just churn them out before the next high tide of test results or whatever comes in.”

“I didn’t quite know how to say it,” said Sarah, “but, yes, I think that’s very much what happens.”

“So the analysts are a true bottleneck,” Murphy concluded, “but only intermittently and mainly with whatever work they don’t want to do. But let me tell you, that plays hell with trying to schedule production in a manufacturing plant.”

“Yes, but Murph, for years Oakton did well with on-time shipments and turned in very respectable numbers,” said Amy. “How did you do it back then?”

“Back in the good ole days? Well, I always did everything I could to be sure that Oakton had a healthy backlog of cleared design reviews,” said Murphy. “But if the backlog of approvals ran low, I would feed in some build-to-stock product refills – just to keep everybody in Highboro happy, so they didn’t think we’d all gone to the beach. And if the supply of approved build-to-order runs did not recover, then I would just get on the phone to B. Donald Williams, and B. Don would call Viktor, and Viktor would go and rattle the analysts’ cages, and lo and behold, a few days later a new batch of approvals would magically appear. It was all very informal – yet effective.”

Wayne was shaking his head; Elaine was shuddering; Garth was chuckling; and Sarah was looking amused and peeved at the same time.

“You know,” Sarah said to Murphy, “I was one of the ones in those cages.”

“Sorry,” said Murphy. “We all do what we must to get by!”

“And how is Oakton?” Amy asked him. “What is your assessment?”

“I must admit, in all honesty, that I am impressed with some of what has been accomplished in my absence,” said Murphy. “The M57 Line in particular, with its new configuration, is downright slick – not that that improvement or any of the others will provide the increase in throughput that we desperately need. Nevertheless, I think that Oakton can be made profitable, from an operating standpoint, in fairly short order. If, that is, we jettison the notion that the plant must have a balanced line.”

All eyes turned to Wayne.

“I thank you for the compliment,” he said to Murphy. “On the other hand, I’ve given everything we talked about last week a lot of thought, and I really do not think that we should give up on the balanced line just yet.”

“Just yet?” challenged Amy. “You think we should wait another year until everything is all that much worse? Or what?”

“No! Look, the main issue is variation! If we continue to work to reduce variation, everything should be fine!” Wayne argued.

And when skeptical or blank looks came from the others, he added:

“I just don’t think we should run away from everything that we’ve accomplished.”

“Well, in the interest of resolving this,” said Amy, “I have invited someone to join us today. Sort of a special guest.”

“Who?” asked Elaine.

“Nigel Furst,” Garth guessed.

“No, definitely not Nigel,” said Amy.

“Peter Winn,” suggested Sarah, as a joke.

“Oh, yeah, right,” said Amy. “As if Mr. Winn would deign to come to my house in Highboro. No, our mystery guest is known to some of you, but not to others. Let me see if he’s ready.”

She turned on her cell phone and pressed a speed-dial number.

“Hi, it’s me. Ten minutes? Great.”

By the time Tom Dawson arrived, Amy had everything in place – dice, pennies, and tally sheets. She called everyone back from their break, introduced Tom, and then seated everyone around the table.

Amy was at the head of the table, in the position of the penny vendor, representing raw materials. Wayne was to her right, with Sarah to his right. Murphy Maguire sat opposite Amy at the far end of the table. To Murphy’s right was Garth, then Elaine in the final position. Tom took a chair from the kitchen and squeezed between Amy and Elaine at the corner of the table. With pen in hand, he would keep score on the tally sheets.

“In this first round,” Tom said, “we are going to simulate a balanced processing line.”

And he explained the rules, which were the same as when Amy and her kids and her parents had played months before: everyone had one die and four pennies to start. Everything was “level.” Each person, however, could only move the number of pennies rolled with the die, and only if there was a sufficient number of pennies in queue in front of that person. A roll of six, in which only four pennies were in queue, meant that only four could be moved to the next person, and so on.

The targeted expectation for output was sixty-five pennies. This was to allow some slack below the seventy-cent average of three-point-five extended over twenty turns.

They played those twenty turns. The pennies crossing the finish line as Elaine’s long white fingers with their red-painted nails swept them into the clear, numbering at the end: forty-six. The inventory of pennies in process had nearly doubled by then from twenty cents to thirty-nine. Clearly, this was below expectations with respect to output and far above with respect to the symbolic investment in penny inventory.

“Should we play it again?” asked Amy, looking at Wayne. “Maybe we can do better next time? Maybe we can meet the sixty-five-cent target?”

“I don’t see what the point is,” said Wayne. “I mean, yes, I am a little surprised we didn’t come closer to achieving the average. But clearly the expectations were too high. We should have been shooting for what we can actually deliver, not some pie-in-the-sky number.”

“Suppose that sixty-five represents the actual market demand,” said Amy. “Now what are you going to do?”

“I’m going to commit to the number I can actually reach,” Wayne asserted.

“And give up a third of the market that’s there for the taking?” asked Amy. “Fine, Wayne. You go to Nigel Furst and tell him that. I’m sure he’ll be very understanding.”

“Now wait a minute!” Wayne protested. “The rules are against us. We’re always hamstrung with the lower number. Either the inventory isn’t available, or the ability to process isn’t what it should be. The whole idea of Lean –”

“We’re not demonstrating Lean,” said Tom, “we’re simulating a balanced line.”

“But you’re using dice! A one to six spread! That is variation!” Wayne complained.

A deep chuckle emerged from Murphy at the end of the table, after which he said, “Hey, I am here to tell you that there have been months when I would have been happy with that range of variability. I have seen it all: material not showing up because vendors went bankrupt. Skilled people in the hospital. Lightning strikes blowing out transformers. Equipment overheating and catching fire. And then the mere everyday randomness!”

“Wayne, let me tell you,” said Tom, “we could eliminate the dice in this simulation. If you had enough people – twenty or thirty – all just passing pennies from one to the next, you would still have variation. You’d have people screwing up and passing three pennies or two instead of four, then the next person trying to cope with five or six on the following turn, and on down the line. You would end up with waves, not a smooth flow.

“Then think about each person having to actually do a processing step. Like one person has to turn the pennies heads up, and the next make them all tails up, and the next in a square, and the one after – I don’t know – put them all in line with one finger’s width between. Whatever. Think of all the fluctuations that would happen when you add complicated tasks to all that dependency from one person to the next, to the next. Even without the dice you’re going to get ripples and waves.”

“That’s why we have takt time!” Wayne said. “We calculate takt and balance the line so that everyone has sufficient time to complete whatever tasks have to be done.”

“But, Wayne, you’re loading every workstation to run at ninety-three or ninety-four percent of its capacity,” said Murphy. “What happens when somebody isn’t ready at the end of the takt cycle? When somebody drops the ball? Something just doesn’t show up when the clock strikes?”

“Then we’re late!” Wayne admitted. “And if it happens consistently, we make adjustments.”

“The problem,” said Murphy, “is that you never know who’s going to have a bad day. And if you constantly keep making adjustments based on temporary bottlenecks, then the workforce doesn’t know which end is up.”

Wayne tried not to scowl, but he knew there was truth in this because he had seen the confusion at Oakton when Kurt had been forced to scramble employees from one area of the plant to another for exactly that reason.

“Well, I don’t know that much about production,” said Sarah, “but if a balanced line is problematic, what’s the alternative? An unbalanced line?”

“Yes, an unbalanced line,” said Tom. “And the way you unbalance the line is through the use of a constraint.”

“Now I know where you’re going – to the Theory of Constraints,” said Wayne. “I’ve been reading about it, but … I don’t know. I’m just not convinced.”

“All right, I hear you,” said Tom. “But let’s just give it a try.”

And they did. The setup was the same as in the round before, with four pennies in queue in front of everyone except Amy, who had the penny jar. But this time everyone would use two dice – except for Murphy, who would only have one. Murph would represent the constraint.

After the twenty turns, simulating a month’s output, they had moved an impressive eighty-six pennies through the system. This was obviously well above the sixty-five-cent target.

“Excess finished goods!” Wayne carped at the end.

“All right, Mr. Wise Guy,” said Amy. “We are assuming plenty of demand and a profitable market for everything we process. The point is that we not only met the low target, but we beat the expectation handily. With a constraint in place.”

“And with doubled capacity everywhere else!” Wayne countered. “Seriously, look at how you got there! Twice the capability for four out of the five of us doing the processing. In the real world that would be very expensive.”

“On the other hand, look at your throughput,” said Murphy. “Output has nearly doubled. We’re selling everything we make. Customers are happy because they’re getting their products. I say that higher throughput – the rate of making money, I’m talking about here – more than offsets the higher inventory and expense!”

“Does it?” asked Wayne. “I’m not so sure. Look at all that inventory still on the table, especially in front of you, Murph. That’s got to be forty to fifty pennies stuck in front you.”

“But remember,” said Amy, “that buffer is in place so that the constraint always has enough to work on, and keeps chugging along. Everywhere else, inventory levels are fairly low.”

“He does have a point, though,” said Tom. “The overall inventory number is high – sixty-one pennies.”

“Yes! You see! This would be a very expensive system to run!” said Wayne.

“I have to take Wayne’s side on this one,” said Elaine. “From an accounting point of view, I’d be wondering about costs and investment.”

“That’s why in Round Three, we’re going to improve it,” said Tom. “We’re going to run things the same way, with a constraint in place, but we’re going to make a couple of changes. First, we’re going to take away Amy’s dice. Whatever Murphy rolls with his one die, he will call out that number to Amy – and Amy will feed that same number of new pennies to Wayne and into the system.

“Second, we’re going to set up Murphy with a large buffer of pennies so that even with high rolls of his one die, he should have a large enough backlog to be able to process whatever he rolls. So pass twelve pennies down to Murph. Everyone else starts with the standard four.”

The Third Round began – and when the little die left Murphy’s big hand, a measly single dot was the result. So Amy removed one penny from the jar, and with a look worthy of Ebenezer Scrooge, slid it across the table to Wayne Reese. For his part, Wayne rolled a four with his two dice, and so emptied his entire stock to Sarah, leaving him at the end of the turn with that one penny in queue from Amy.

On the second turn, Murphy rolled a boxcar – six – and Amy drew six from the jar to pass to Wayne. At the same time, Wayne rolled a four, but could only pass that single penny in queue on to Sarah.

And so it went, turn after turn. By the end of the twenty-turn month, the results were clear: inventory had fallen dramatically – choked by the rolls of the constraint – yet output was still quite high. The pennies moved across the finish line by the sweep of Elaine’s hand numbered seventy-four. Yet work-in-process inventory was nearly the same as at the start: thirty-one at the concluding turn, as opposed to twenty-eight at the beginning.

“Look at what happened,” said Tom. “You exceeded the expectation of sixty-five by nine cents. That’s what? More than ten percent.”

“About fourteen percent,” said Elaine.

“And you kept inventory at quite manageable levels,” Tom said. “Ending inventory was about the same as the starting inventory, and was way below the ending levels of the two previous rounds. Everything flowed quickly to the constraint, and quickly away from the constraint toward the finish line. If you think about it, Wayne, you’re actually abiding by Lean principles better with a constrained system than you are with a balanced line.”

Wayne nodded, but kept quiet. The lightbulb had not quite been switched on in his mind, but he was beginning to see the light.

“What you have at this point,” Tom went on, “is a system that is stable and robust. You have enough processing speed that if one of the workstations goes down for a day – goes to zero output – that station, once it’s restored, could catch up again quickly, and your month wouldn’t be ruined.”

“Unless I am the one who goes down,” said Murphy.

“Yes, that’s right. In this configuration, if Murphy gets knocked out for a turn or more, you’ve lost whatever he would have rolled in those turns from your month. So you want to protect the constraint above all. But actually there is a way that Murph could take a day off or go off-line for maintenance or whatever, and yet it wouldn’t ruin you. Or more important, you can increase your output, yet keep the system stable. I’ll show you that, and then I have to go. I’m off to the Florida Keys.”

Amy looked at him. This was news to her.

“Now we have a stable and robust system,” Tom continued. “What do we want to do next?”

No one answered.

“The market its growing,” Amy prompted. “The minimum demand is now in excess of seventy-five cents, not sixty-five. Or the market is asking for new offerings or more flexibility in options in what we currently offer.”

“They don’t just want pennies anymore,” said Garth. “They want nickels and dimes, too.”

“Something like that,” said Amy.

“So think,” said Tom. “We have a good system, but we need more from it. What do we do?”

“Improve it,” said Wayne.

“Yes, but how? And where?” asked Tom. “Do we improve Sarah? Do we give her three dice instead of two? If we did, what would we gain from that? Nothing. She already does everything as fast and as perfectly as we could want.”

“That’s what I’ve always thought,” said Sarah.

“Or do we give everybody three dice – everybody except Murphy, who stays with one die?”

“No, that doesn’t make any sense,” said Elaine. “What would be the point? And now you really are talking about excess capacity.”

“You have to improve the constraint,” said Wayne. “Logically, that would be the thing to do.”

“Right!” said Tom. “To improve the system, you improve performance with respect to the constraint. You do what they call ‘elevate’ the constraint. You fine-tune Murphy’s performance, so that he yields more of what you want.”

“How?” asked Garth. “Give him two dice like the rest of us?”

“No, you don’t want to do that, because then you’re back to all the issues and problems of a balanced line.”

“Give Murphy two dice and everybody else three dice,” said Sarah.

“You could do that,” said Tom, “but Elaine and Amy would freak out.”

“That would be very expensive,” said Amy, “and we would have to be absolutely sure that the long-term market would support that investment.”

“You improve Murphy’s yield,” Wayne suggested.

“That’s it!” said Tom. “You focus all your Lean and Six Sigma techniques on the constraint. Not necessarily on the constraint itself, but on things that improve the constraint’s operations.”

“Okay, I see,” said Wayne, with a note of enthusiasm.

“Instead of trying to eliminate waste everywhere, you target the waste that most affects the constraint’s performance. Instead of improving everything, you improve whatever improves the yield of the constraint.”

“Which would be generally, I think, much more affordable than adding capacity everywhere and improving everything,” said Amy.

“To do that in terms of the dice game,” said Tom, “we’re going to symbolically improve Murphy in Round Four, but improving his one die. In this round, everything stays the same as in Round Three – twelve penny buffer inventory for Murphy, no dice for Amy – but when Murphy rolls a one or a two, it’s going to equal a four. If he rolls a three or a four, it’s going to equal a five. And if he rolls a five or a six, it will be the equivalent of a six.”

“So you’re eliminating all the low rolls,” said Wayne. “In a sense, you’re eliminating the rolls that waste a turn on low output.”

“Exactly,” said Tom. “All right. Pass the pennies around. Everybody set?”

The fourth round was by far their best. In the first “week” of the round, they moved twenty-three pennies across the finish line. In the second, twenty-four; then another twenty-four cents in the third game week. And during the fourth week, a fabulous twenty-six cents were swept into the finish pile. The grand total: ninety-seven cents.

As for inventory, they began with twenty-eight pennies in all the queues, and they finished with thirty-two pennies in process. The queue in front of Murphy dropped to six for two turns in a row – during their fourth week, their most productive – but never went below.

“By the way,” said Tom, “there is a name for what we did in the Third and Fourth Rounds. It’s called Drum, Buffer, and Rope. The Drum is the system constraint – Murphy, in this case. The Buffer is the time required to deposit materials in queue for the constraint to process. And the Rope is the communication connection to the gate that releases those materials for processing. So Drum, Buffer, Rope – or DBR, as it’s known.”

As everyone else pondered the implications of what had been demonstrated, Tom got to his feet.

“So … I hope that helped,” said Tom. “Sorry, but I’ve got to run. I’ve got a hot date with a fishing boat down on the Gulf.”

“I’ll walk out with you,” Amy said.

Outside, as they went to his car, she slipped her arm around his.

“Where you going?” she asked.

“The Keys. A Marine buddy of mine called. Said he’s taking his boat out, doing a little fishing, and wanted some company. I knew you’d be working, so …”

“I thought you’d be around tonight,” Amy said, disappointed. “When will you be back?”

Tom shrugged his shoulders. “A couple of days. I’ll call you.”

Then a quick kiss, and he was in the Mustang and gone.

Inside, Amy tried to clear Tom from her mind. The others had used the interlude to take a break; the dining room table was deserted when she returned. She went to the kitchen where she had set up refreshments, and was pouring a glass of ice water when Sarah appeared at her elbow.

“Tom seems like a good man,” Sarah said quietly.

“He is,” said Amy. “When he’s around.”

Elaine gravitated toward them.

“Does he always go off like that?” she asked.

“He has a restless streak,” said Amy.

“If Bill did that, I’d kill him,” said Elaine.

Poor Bill, Amy thought.

Then she added, “It’s not all bad that he likes his freedom. Gives me lots more time to work.”

Sarah caught the irony and sniggered.

“Well, let’s get back to it,” said Amy.

As she went to round up the others, she discovered Wayne and Murphy in the backyard – and they were talking to each other. Just as she was about to hail them to come back to the table, Wayne cracked a smile at something Murphy had just said. This was a good sign, Amy thought.

The whiteboard on which they had constructed the logic tree of undesirable consequences – the UDE Tree, or “Oodie” Tree, as Amy pronounced it – was set up in the dining room and next to this was a second whiteboard that Amy had brought home from the office.

“Last week,” she said when everyone was seated, “we assembled this … well, this ugly chain of events that digresses from good intentions to dysfunctional results. Today, for however long it takes, we are going do the opposite. We are going to start with the foundation of undesirables and build skyward to create a logical chain of events that takes us from our current reality to a future reality some months from now. In that future reality, we will have turned performance around, become profitable, and good things will be starting to happen again. But before we go any further, I am going to announce some decisions I’ve reached.”

Amy looked from face to face.

“The first of these is that we have to give first priority to turning around Oakton. F&D has overall better profit margins – or used to – but quantitatively, F&D makes a much smaller contribution to the bottom line. Therefore, Oakton comes first. Sarah, I want you to know that this is not a reflection on you or anyone else in Rockville.”

“I understand,” said Sarah. “It’s one set of numbers against another set of numbers. I just hope that our issues are not ignored.”

“F&D will not be ignored, my word on that,” said Amy. “In fact, we will be dealing with at least one of the F&D issues right away – because it seriously affects Oakton. I’m talking of course about the analyst bottleneck with respect to design reviews. That’s my second policy decision. In the past, the analysts have tended to sit on the production design reviews.”

“True, and actually they’ve been incentivized not to deal with them,” Sarah interjected.

“Well, that has to change,” said Amy. “Instead of being low priority, the reviews have to become top priority. Instead of being finished in batches when there’s nothing better to do, they have to be dealt with on a daily basis.”

“I can tell you now,” said Sarah, “that’s not going to be popular with the analysts or probably anyone else at F&D.”

“We’ll explain it to them,” Amy with a bit of edge in her voice.

“Just remember,” Sarah warned, “that the analysts in particular have options, and they are hard to replace.”

“Yes, well, we’ll work on it,” said Amy. “And that brings me to my third and maybe the most important decision. I think we need to unbalance the production line at Oakton.”

She turned to Wayne Reese, who was trying to appear impassive.

“Wayne, can you abide by that?”

“In the interest of achieving quick results,” said Wayne, “I suppose I’ll have to go along.”

“This is not just for the sake of quick results,” said Amy. “I believe this has to be permanent.”

Wayne clammed up, but clearly wanted to speak.

“Go ahead,” Amy said. “Tell me what you’re thinking.”

“I know what the dice game shows,” said Wayne. “But you’re not going to base a policy decision on that, are you?”

“Excuse me,” said Murphy, “but I can tell you that while the dice thing might be simplistic, it does accurately depict what goes on in a system with variability and a series of interdependent process steps. In fact, what happened in Round Three was pretty much how I was running Oakton until a just few years ago – before Winner and the WING terminals telling us how to be more productive. Trouble was, we never – I never – made it to Round Four. We kind of allowed inertia to take over. B. Donald Williams tended to be a president who left well enough alone, and I … well, I suppose I could see no reason to rock the boat if B. Don was happy.”

“B. Don was always intimidated by Viktor,” Sarah murmured.

“Ancient history,” said Amy. “The point that I think Murphy was trying to make is that we had a system that worked well – and it was a constrained system, not a balanced system. I’ve gone back and looked at the metrics and I know that it did work. Look, I will never know as much about manufacturing as you, Wayne, or Murphy. But everything I’ve learned says that a constrained system is faster and easier to establish, and yields better results. Therefore …”

“All right, I have to admit, maybe the balanced line has skunked us,” said Wayne. “But here’s my other problem: we went around last year telling everyone about Lean Six Sigma and takt time and why they were so important. What happens now? What happens, for instance, when we tell them takt time doesn’t matter?”

“What matters more to them? Takt time or a paycheck?” asked Amy.

“Excuse me once again,” said Murphy, “but I have to agree with Wayne on this one. Employees will generally do whatever you tell them to do for the sake of that paycheck. But if you want them to care about their work – and more than that, about the larger mission – then you have to have credibility. We need to be careful that people don’t get the idea we’re just feeding them a new flavor of the month.”

“You know, I personally dropped out of Lean Six Sigma for a number of reasons,” said Sarah. “But Lean especially was very popular with the employees at F&D – not so much the analysts, but the technical staff. If we abandon Lean and Six Sigma and introduce something else, they’re going believe it was all just a bunch of … you know …”

“Bull twinkle,” suggested Murphy.

“Well, wait a minute. Are we?” asked Amy. “Are we abandoning Lean and Six Sigma? Because I never said we were.”

“I hope not,” said Wayne. “My whole life has been transformed by Lean thinking. I can’t throw away everything I’ve learned.”

“Amy, as I told you before I went to Rockville,” said Murphy, “there is a lot of overlap between Lean, Six Sigma, and the Theory of Constraints. The question is in how they are applied.”

Amy sat back and thought silently for a moment.

“Here is what we are doing,” she said. “We are going to integrate Lean, Six Sigma, and the Theory of Constraints. And we will use the appropriate parts of all three to increase and sustain the velocity of the business.”

Amy looked from face to face around the table.

“How’s that?” she asked.

“In physics,” said Sarah, “velocity is speed with direction.”

“Isn’t that what we want?” asked Amy.

“Lean and Six Sigma,” said Wayne, “are both about speed – eliminating waste and reducing variation so the flow is faster and costs less.”

“And the Theory of Constraints shows where to focus the improvements so that they have a real impact,” said Amy.

“Sounds right on the money,” said Murphy.

The discussion that Saturday – and, indeed, the debate at times – was long and intense, though not without harmony. By the middle of the afternoon they had created a tree of arrow-tipped lines connecting a progression of sticky note “leaves” on the previously blank whiteboard. In general form, this tree resembled the tree of Undesirables on the neighboring board, but this new tree rose to a happy outcome, and showed every condition that would have to occur in order for that outcome to become real.

Each rectangular note on the tree stated – in present tense, typically, although the progression implied the passage of time – something that had to be in place before the next, higher event on the tree could occur. The tree was read from bottom to top, with a terse statement of the “current reality,” as they called it, written on a trio of pink-colored notes at the very base:

Hi-T’s performance is declining.
Corporate objectives are being missed.
Our management mission: a performance turnaround bringing operational stability & financial growth.

From this declaration of the issues were what Amy called “injections” – changing actions that were to be injected into company policies and operations to turn Hi-T around. Three of these were based on the non-negotiable decisions that Amy had made:

Injection: Our turnaround strategy gives Oakton first priority.
Injection: We unbalance the production line at Oakton, and have all personnel complete their work quickly, but consistent with quality & safety requirements.
Injection: Autoclave (aka Godzilla) is recognized as the production system constraint (the Drum).

A fourth injection came out of the team’s general discussion:

Injection: Professional incentives at F&D are linked to overall performance (not hourly billings).

What flowed from these injections were desired outcomes, stated in concise wording and connected by arrow-tipped lines. The injections were written on green-colored notes; the outcomes on canary yellow notes, to differentiate the changes from the effects. And the arrow-tipped line implied a qualifying phrase such as:

“With the foregoing accomplished …”

Or, “Because of this …”

Or, “As a result …”

Or, “Therefore …”

Or any other appropriate wording.

So by that afternoon, with the tree complete, it could be read from bottom to top essentially this way:

Injection: Our turnaround strategy gives Oakton first priority.
And …
Injection: Professional incentives at F&D are linked to overall performance (not hourly billings).
Therefore …
F&D policies give production design reviews top priority.
Therefore …
F&D analysts and tech staff clear most designs very quickly.
As a result …
Design clearances flow smoothly to Oakton at predictable time intervals.
Because of this …
Oakton has an ample supply of orders to produce and production planning/scheduling is simplified.

Then, as a separate, though related progression, starting at the bottom of the board:

Injection: We unbalance the production line at Oakton and have all personnel complete their work quickly, but consistent with quality and safety requirements.
And …
Injection: Autoclave (aka Godzilla) is recognized as the production system constraint (the Drum).
With these in place …
Godzilla is staffed and scheduled to maximize its capacity.
And …
All non-Drum resources have protective capacity and are synchronized to the Drum’s schedule.
As a result …
Protective capacity downstream from Godzilla assures finished product quickly reaches Shipping.
And …
Protective capacity upstream and the synchronized release of materials assures fast processing so that a timely buffer of material is always ready for Godzilla.

Here, the chain was connected to the F&D design-clearance subchain, and continued:

With this in place …
New materials enter production at the rate Godzilla processes them.
Because of this …
Production flow time decreases.
Therefore …
Our lead times are competitive.

And …
Finished product ships and reaches customers as promised.
With these in place …
Operating expenses are stabilized due to less overtime and fewer expedited deliveries.
And …
Our customers feel confident dealing with Hi-T.
Because of this …
Our sales force is re-energized.
Therefore …
Our sales increase.
And …
Increased revenues means that cash flow is secure.
With the foregoing accomplished …
We are making money.
And …
Winner management is pleased.
And …
We, as managers, have accomplished the first phase of the turnaround, enabling us to form strategies to meet objectives for annual growth and other valid KPIs.

Amy finished reading aloud the logical chain of conditions.

“All right, I think we have the essential strategy in place,” she said to everyone. Then she joked, “So why are all of you just sitting here? Get out there and make it happen!”

Amy overslept – perhaps deliberately – on the morning of Winner’s fourth quarter earnings release. When Amy finally made herself open her eyes, the time was 6:39 a.m. For a second she debated whether to turn on the small television in her bedroom. On most weekday mornings, she would listen to one of the business channels while she was getting ready for work so as to catch the major news stories. Today she debated and finally decided it would be better to know rather than not know what was being said.

Her bedroom filled with the light of the TV, and onto the screen came a talking head with a headline caption stating: “Winner Misses Big!”

Amy groaned.

“Our top story,” said the head, “Winner Corporation reports earnings for the quarter and the year that miss analyst estimates by a mile – seven cents below consensus for the quarter and a huge fifteen cents a share below their own estimate for the year. On a year-over-year basis, Winner is actually flat with the previous year, contrary to Peter Winn’s pledge to investors at last year’s annual meeting that he would restart the growth engine that this venerable company once was. Already reflecting the news is the Winner stock price, plunging twenty percent in European trading, and almost certain to go lower.”

Amy scurried into her bathroom. By the time she got out of the shower and had wrapped herself in her robe, there were three commentators on screen – two guys in suits, and a woman with big, honey blond hair – all dissecting Winner’s performance.

“So is Winner turning into a loser? I mean, will they even hang on to the name?” one of them joked.

“The big question,” said the woman, “is what went wrong? How did this so-called growth company stumble so badly?”

“Well, the release that Winner put out lays most of the blame on the Hi-T Composites acquisition. Clearly, Winner overpaid for that business. But the Hi-T subsidiary has just been going nowhere for more than a year. Obviously, whoever is running Hi-T really dropped the ball.”

“You jerk!” Amy screamed. She threw her towel at the screen.

Her bedroom door flew open, and there stood her son, Ben, with his baseball bat, ready to take on the intruder he assumed had broken into the house. Behind him was Michelle.

“Mom? Are you all right?” she asked.

“No,” said Amy. “I mean, yes. I’m fine. Please, I need to listen to this.”

“But wait, guys,” the big-hair woman was saying, “if you look at the numbers, they’re lackluster almost across the board at Winner – the chemicals business, industrial equipment unit, the technology group – they’re all unimpressive. It’s not just the Hi-T subsidiary.”

“Yeah, I thought the whole idea of a conglomerate, which is what Winner is, was that if one business was down the others would be surging ahead. But you’re right; all of the Winner businesses are lackluster in performance.”

“With one exception,” said the woman, “that being the Winner financial services group. Between the mortgage-backed securities and the skyrocketing oil futures trading, they’re really raking it in.”

“But what’s puzzling is that this once was a company that beat the estimates with great regularity. And now they can’t even live up to their own guidance.”

“Well, I’m sure Mr. Winn is feeling the pain this morning. Let’s check the stock price again … Wow! Look at that! Down ten points in the premarket since yesterday’s close!”

Amy pressed the power button on the remote and the screen went dark. Her kids were huddled around her, hugging her.

“Mom, are you going to get fired?” asked Ben.

“I don’t know,” she said quietly. “Don’t worry. We’ll be all right, one way or another. Go get ready for school.”

Every day leading up to the Crystal Ball had seemed to put another twisted knot of dread in Amy’s stomach. To her it was not a question of whether Nigel would seek to humiliate her in some fashion, but a question of how many times and in how many ways. Would he make her wear a pointy dunce cap? Would he insist that she sit in the corner with her face to the wall? How many snide remarks would he make? And how would she respond? How should she respond? That was the issue that above all invoked the most dread in her. Should she just take it? Should she fire back? Attempt to trade barbed witticisms with him? Should she just quit?

“I’m not quitting,” she told her mother as they got dinner ready the evening before she left for New York. “I will not resign. If Nigel wants me out, he’s going to have to take whatever action to … to do whatever.”

On the appointed day late in January, Amy arrived at the Winner corporate offices in Manhattan only to discover that Nigel’s Crystal Ball had already taken place – so far as everyone else was concerned. The other presidents had made their presentations the day before. They were already at some exclusive club in Texas for a few days of hunting, fishing, and golf – flown there in Winner’s fastest plane, a Citation X. Nigel would join them that evening. He had stayed behind so that Amy could make her presentation to him – alone. This was not a good sign, Amy feared.

Nigel kept her waiting in his conference room for what seemed like hours. He finally arrived – with two of his staff, who were superfluous; they said almost nothing. Amy greeted him with upbeat cheeriness. He responded with stone-faced grumpiness.

“I want you to know,” Nigel said, “that Peter and I have had several discussions about you. It is safe to say that Peter is not your biggest fan these days – if indeed you have any fans at all. Really, does anyone believe in your leadership anymore?”

“I think my staff believes in me, more so now than ever,” Amy said.

“Really?”

“Yes. And I think that most of Hi-T’s customers still believe in me.”

“Customers, right,” said Nigel. “Those are becoming fewer in number, are they not?”

“We’re making changes. We’ll get them back,” she said.

“How?”

Amy gestured to the Reality Tree.

“Good Lord, what is that?”

“It is a logical map showing what has gone wrong, how we intend to address the issues, and exactly what must happen in order for us to get back to profitable growth.”

Nigel sighed.

“All right, proceed,” he said. “However, I am sure you are aware that your future with Winner will be decided by what you are about to say.”

She began with background and then delved into the misconceptions and events that made up the chains of “undesirables” – the UDE Tree. At first, Nigel interrupted her every few minutes to complain about lack of foresight or to scold her for not being more vigilant. But Amy kept her cool, and as she began to describe the elements of the Turnaround Tree, Nigel listened more carefully, hand on his chin as he concentrated and grunting every so often to acknowledge a point she had made.

In the end, after more than an hour, he sat there skeptical, but intrigued.

“It seems simplistic,” Nigel said. “It’s … too easy to understand.”

“Oh. Well, would you would prefer a convoluted plan that’s incomprehensible?” Amy asked.

Nigel frowned.

“Listen, I know you have your doubts,” she said seriously. “But you understand the bottom line. Why not just judge us on that basis?”

Nigel pinched his lower lip with thumb and forefinger as he mulled over what his decision should be.

“All right,” he said at last. “I will give you three months. One financial quarter. If you can effect a quick and clear turnaround in that amount of time, we’ll let you continue. But the reversal of trend has to be unmistakable. There must be no further backsliding – on any of the metrics.”

15

So the race was on. Back home in Highboro and exhausted, Amy went to bed right after dinner – only to wake up at three o’clock in the morning as if some menacing phantom sent by Nigel had come into her bedroom to torment her. She turned on the light next to her bed, and she was alone, of course. Yet the phantom was real and it was in her bedroom; it was the fear and worry over how she could possibly accomplish what had to be done to effect the turnaround in three months. Three months, that was all the time she had. After an hour or so lying there, her mind spinning, she gave up on sleep, put on her robe, went down to the kitchen, and brewed coffee.

By 5:00 a.m. or so, she had made the decision to have a small management team. All functions were essential, and all had contributed to creating the Reality Tree. But now it was time for action – and there was no time for long or superfluous discussions. So she decided that the core turnaround team would be a foursome: herself as über-boss, Sarah Schwick handling F&D, Murphy Maguire back at Oakton as production manager, and Wayne Reese remaining as ops manager, but with some limits.

By 6:00 a.m., Amy had written an email explaining this, and by 7:30 she was on the phone with Murphy talking about the issues.

“I want to put you in Oakton with the title of production manager,” she told him, “with Jayro Pepps and Kurt Konani both reporting to you. Jayro would keep his position as materials manager. Kurt would be plant manager – if he wants to stay. How do you feel about that?”

“Jayro and I work very well together. No problems there,” said Murphy. “As for Kurt, I guess I’m all right with that, as long as he understands and supports what we need to accomplish with unbalancing the line and making Godzilla the system constraint.”

“Kurt is going to need some coaching,” said Amy.

“True, although I am not sure Kurt will accept me as a mentor. He’s even more dedicated to Lean than Wayne is. And, to be honest, I am a little nervous about having Wayne looking over my shoulder.”

“You will report on a dotted line directly to me,” she said. “I want us to stay in close communication. And I will make sure that Wayne gives you a free hand to do what has to be done.”

“All rightie then,” said Murphy. “Let me get things tidied up here in Rockville and I’ll be on my way as soon as I can.”

Just past 8:00 a.m., Amy was on the phone with Wayne. She braced herself, because she was not sure what his reaction was going to be. And she needed Wayne; Murphy could not run all of operations by himself, and this was no time to be looking for Wayne’s replacement if he chose not to be sensible. Soon into the call, though, she felt that she could be direct with him.

“Wayne, I really need you to give Murph a lot of leeway. He should be judged by results, and by progress toward the conditions we stated on the logic tree for the turnaround.”

“I’m fine with that,” said Wayne. “I’m planning to stay out of his way. My only worry is that he will dismantle something valuable just because it’s Lean or Six Sigma and not what he had in place.”

“Murphy is too sensible for that. And for me, it doesn’t matter whether something agrees with Lean or Six Sigma or the Theory of Constraints or any particular doctrine. If it works within a constrained, unbalanced line and it’s helping move us toward the conditions stated on the logic tree for the turnaround, then we keep it. If not, we have to move on.”

“Fair enough,” said Wayne.

By nine o’clock, Amy was on the phone with Sarah in Rockville.

“Well, here we go,” she told Sarah. “Now, your first mission is to set up a simple system to get the analysts to give priority to the production design reviews and feed the cleared designs to Oakton on a fast track.”

“I’m already on it,” said Sarah. “But I can tell you I’m going to get push-back from analysts and possibly a lot of other people as well.”

“You’ve got to make it happen, Sarah.”

“I’ll try.”

“No, seriously, you have to get it done – and soon.”

“You have to understand, Amy, that morale here is very low right now. Everyone knows we are not doing well. They know Viktor is gone, and he’s probably not coming back – and Viktor was the heart and soul here.”

“That’s not true,” said Amy. “You and all the other brilliant people are the heart and soul of Formulation and Design. Viktor was just the face, and he failed because he refused to change. For F&D to survive, there has to be change. You have to get that message out there.”

“My strength is chemistry,” said Sarah. “And once in a while, I can tell a good dirty joke. But I am not much of a motivational speaker.”

Amy snickered, and said, “Tell you what, get the priority policy set up and I’ll come up for a day and help you walk the talk. Call me when you’re ready.”

Murphy Maguire stopped by to see Sarah before he departed to brief her on where things stood with various projects he was leaving behind.

At the end of that, Sarah said, “So you’re going home.”

“Yes.”

“I’ll miss your veggie atomic buffalo turds.”

“I’ll email the recipe,” said Murphy. “And I wish you well with getting the analysts to prioritize. That is very important. If Oakton can depend upon even a wavy, but steady flow of clearances – never mind smooth – why, that is going to be just as important as any materials we use.”

“Yes, well … I understand. Tell me, since you’ve been here for a while, do you notice anything that would help? If you were in my position, is there anything you would do?”

“Me? I don’t understand all of the intricacies of what y’all do here. But … well, one thing I have noticed is that y’all – er, that is, the average person – have fifty things going on at the same time.”

“Oh, tell me about it!” said Sarah. “Fifty things at the same time, that’s conservative.”

“But y’all are trying to do fifty at the same time. Or at least twenty-five.”

“What else can we do?”

“Focus on one at a time.”

“No, that’s impossible,” said Sarah. “I mean, there are fifty!”

“One of those has to be the most important,” said Murphy. “I mean, in the plant, what I tell people is: as soon as work comes your way, get on it, heads down, and get it done. Then do the next thing, and the next.”

“But we don’t have that luxury.”

“Why not?”

“Because there is so much. It’s just overwhelming. And, just using myself as an example, there are so many times when I can’t finish because I’m waiting for someone else to supply something – or I’m just plain interrupted!”

“Interrupted due to something of higher priority? Lower priority?”

“No priority!” exclaimed Sarah. “I’m sure that’s at least part of the problem.”

“Maybe this is just my Southern sensibilities, but if you were in a private conversation, I wouldn’t think of interrupting. Unless, say, the building was on fire – a higher priority. Perhaps you could devise some kind of signal?”

“Possibly. But it’s going to take time.”

“One last humble suggestion from an old factory hand,” said Murphy. “If you were to stagger the workload so that higher priority work is released first every morning or on some kind of time frame, that might help. At Oakton, what we’ll be doing is what’s called ‘gating the materials’ – or putting them onto the plant floor – in the priority that we want them to arrive at Godzilla, and then from Godzilla to the shipping dock. Maybe something like that would work for you, with respect to projects being buffered to the analysts?”

“I don’t know,” said Sarah. “As I said, it’s going to take some time. But thanks, Murph. Have a safe drive back.”

“You’re welcome. See you in a few.”

The following week, Amy flew to Rockville – paying Tom Dawson out of her own pocket – for a day of town hall–style meetings with F&D employees, lending her weight as president to add impact to the changes that had to occur.

In the first meeting, with F&D employees assembled in the auditorium of Building One, Amy stood on the dais looking into the rows of grim, serious faces. There were whispers going on, and comments made behind the cover of raised hands. The rumors, she knew from talking to Sarah, had been whirling all through the buildings, with people claiming crazy things that they knew “for certain” were going to happen – everything from 50 percent across-the-board staff cuts to an announcement that the F&D business had been sold off or that the whole operation was being moved to India or would simply be shut down altogether.

As Amy picked up the microphone, she heard someone in the back rows mutter, “Hold on tight … here we go, down the toilet.”

Amy fought the urge to laugh.

“I think everyone knows who I am,” she said, “so we’ll skip the introductions. What you don’t know is why I am here. I’m aware that there have been all kinds of rumors circulating. So let’s get this out of the way. I am not here to announce layoffs or staff reductions. Nor is F&D being sold or moved or outsourced or any of that. So all of you can breathe a sigh of relief. None of those things are happening today – and hopefully not ever, although I cannot guarantee that. Much depends on what happens in the next three to twelve months, and much of that depends on you.

“All of you know that two major clients have recently walked away from F&D, and a number of others are less than happy. Through the efforts of Sarah Schwick and others, a portion of the business that was lost has been recovered, and the project managers are working their contacts to bring in new accounts. However, F&D cannot survive by doing things exactly as they have been done before. No one on the client side argues with the quality, accuracy, or reliability of the work done by F&D. Where we are getting serious push-back from the clients is with respect to high cost and slow performance. We take too long and we cost too much. Which brings me to the reason why I am here today.

“We urgently need to change a number of policies and procedures that affect work flow. I am here to impress upon you the importance of these changes and help answer any questions you may have. You may or may not be pleased with these changes, but I assure you they are absolutely necessary.

“The most important change might not seem that relevant to you individually, not at first, but I want you to know about it anyway. Last year I stood here and talked about Lean and Six Sigma. We – or at least I – thought that these were a complete answer to improving our operations and our business overall. As it turned out, that expectation was optimistic. Who knew?

“But we are not backing away from Lean or Six Sigma. Both offer powerful toolsets of great value and we will continue to embrace the virtues of those disciplines. What we are going to do that is different is to apply Lean and Six Sigma within the context of a third discipline known as the Theory of Constraints. Instead of trying to improve everything, and remove waste everywhere, we will be applying Lean and Six Sigma in ways that increase the throughput of the entire company and deliver the financial gains necessary to sustain and grow our business.

“Now, let’s get to some changes that are going to affect your work on a daily basis. We have determined that at F&D, the efficiency of the business depends upon the efficiency of the analysts. You’ll learn why later. Just remember that while all functions are important, here at F&D, the analysts are the most important resource. The role of everyone else is to ensure that the analysts always have what they need ahead of when they need it – and to process what they produce as quickly as possible.

“And for the analysts themselves, there are going to be changes. I am told that design reviews in the past have been considered by many to be a chore and handled with a kind of ‘we get to them when we get to them’ attitude. From now on, design reviews – and speedy clearances where warranted – must be at the top of every analyst’s to-do list. In order to accomplish the turnaround in performance – not just at Formulation and Design, but for Hi-T as a company – and achieve the gains we need to be successful, we need those clearances to be reaching Oakton as soon as possible.

“F&D has had a great legacy in materials research and engineering. I firmly believe that if you embrace the changes that need to be made and we work together, F&D will climb to a new level of greatness in the years ahead. Sarah …”

The analysts, not surprisingly, were less than thrilled with Sarah’s priority system. For years they had been calling their own shots, using their own discretion as to what to work on and when to work on it. They had managed their own time, but they had managed it pretty much for their own interests and purposes. Now – the outrage! – they were being told what to do, and of course they didn’t like it.

“I do not work here to do clerical work at the bidding of lawyers!” one of them said pompously. “I am here to do advanced, meaningful research!”

Amy, standing to one side, backing up Sarah, wanted to tell him, If you want to work here at all, you need to do things our way. But she held back.

“You’ve always had to do these design reviews,” Sarah pointed out. “All we’re doing is having you deal with them sooner rather than later. You shouldn’t be spending any more time on them than before. We just want you to get them out of your hair – and out of the building – in a few days rather than in a few weeks.”

Sarah’s system was utterly simple. There were two kinds work: 1) design review clearances, and 2) everything else. The clearances were first priority; everything else was second priority. The analysts were to spend most of their time in the coming days eliminating whatever design review backlog they currently had. After that, they were to check each morning for new, incoming reviews. If there were any, they were to do the reviews first, then they could pursue their client projects for the balance of the day.

“Our objective,” Sarah told them, “is to clear out the vast majority of reviews in less than three days – either clear them for production and send them on to Highboro and Oakton, or reject them and send them back to Sales with an explanation.”

“What about the reviews that require lab testing or computer modeling or some kind of extended analysis?” someone asked. “Are we supposed to not work on anything else until the results come back?”

“The first thing every day,” Sarah explained, “you work on whatever reviews have been sent to you. Most will take fifteen or twenty minutes; complicated designs, maybe an hour or so. Clear all the designs that merit clearance and send them on. For those few that require some kind of testing or modeling, as soon as you’ve written the technical instructions, you’re done for that day. You can now turn to your project work. But the next day you have to follow up and check the status of the designs that didn’t get out of the building the day before. And you do that until each design is either cleared or rejected.”

“I just want to know one thing,” said Joe Tassoni, standing up as if he spoke for all the analysts, “what’s wrong with how we did things in the past?”

“I’ll take that one,” said Amy, stepping forward. “What’s wrong with how we handled design reviews in the past is that it was always a problem – just not for you. Taking two, three and four weeks for a design review became so normalized that it was a hidden problem. But for Oakton and for the salespeople who had to explain to customers why things took so long, it was a real difficulty. Now, it’s clear that for competitive and all kinds of reasons, we have to change.”

On the subject of change, there was one other topic that had to be dealt with that day: the analysts’ annual bonuses. Sarah approached it tangentially, first giving them news she thought they would like.

“Starting now,” she said, “time spent on production design reviews will be treated the same as client-billable hours, and will count toward your annual performance assessment. We are changing the policy because these reviews are so important, and we hope you will begin to see them as more than a thankless chore.”

There were indeed a few smiling faces now, and one or two even applauded lightly.

“Also starting this year,” said Sarah, “your bonuses will be based on more than just the total of your billable hours. They’re going to be based on the financial performance of the company overall – both F&D as a profit center, and Hi-T – and on your billings, but to a far lesser extent than before.”

Oh, the skepticism, the moaning, the protest, the grumbling. But as the idea sunk in, and as Amy and Sarah slowly convinced them that they might possibly make even more than before – provided the company did well – the analysts came around. In the end, it was clear they would go along … most of them.

16

Murphy Maguire returned to Oakton with considerable apprehension about what he would find there. For surely a plant that was actually shipping less product per week than it had been several years before – and with a market supporting strong sales – had to be problem ridden, did it not? What had they done to it? Murphy worried.

Kurt Konani greeted Murphy and conducted the grand tour – and as they proceeded Murphy was rather shocked to find that Oakton was indeed better than when he had left it. The Cooler was well organized. The reconfigured M57 Line did run somewhat faster. The Final Prep Line could be set up quicker. The resin dye storage had been goof-proofed. The new work cells in the Tool and Mold Shop were marvelous. Everything in general seemed neater, cleaner, brighter. And the employees, a survey showed, were taking more pride in their work than they ever had.

Kurt, as he walked along with Murphy, pointed out and explained these improvements with clear pride, and yet also with humility, even a certain embarrassment. Because Kurt knew full well that the sum of all these improvements had accrued to not very much – and in fact to nothing when it came to the basic and necessary purpose of the business overall, which was to make money.

When Murphy walked into the Autoclave area, he regarded Godzilla with a sense of déjà vu. The day-turn supervisor, Richy, came over to shake his hand.

“So how’s our favorite monster been treating you?” Murphy asked.

Richy just looked down and shook his head.

“Well, we’re going to get down to business here shortly,” Murphy told him. “Anything you need?”

“I could use some of the old hands back,” said Richy.

“Are they still around?”

“All but one or two.”

“Then you’ll get ’em,” said Murphy.

Within the week, a number of the veterans who had serviced Godzilla prior to balancing the line were back in place. Over Kurt’s objections, the Lean pacemaker scheduling practice on the M57 Line was discontinued. Godzilla was designated as the Drum for all operations. And Murphy soon had a task group working to peg inventory planning, scheduling, and shipping dates to the rhythms of Godzilla’s output.

Almost immediately after assuming the mantle of production manager, Murphy began organizing meetings for all of Oakton’s managers and supervisors, and soon, with Wayne Reese’s cooperation, every manager within the Operations sphere. Murphy had everyone play the dice game simulation learned from Tom Dawson, so that they would understand the practicality of a constrained, unbalanced line. Afterward, they would talk about how their individual functions could best serve the flow to and from the Drum.

From a production standpoint, the turnaround began to happen with surprising speed. The wandering bottlenecks that had plagued the balanced line largely disappeared. Just as in the dice game, materials were released to production only at the rate at which they actually went into and came out of Godzilla. And under Murphy’s experienced eye, staffing reassignments ensured that there were enough hands available in unconstrained processes to move work-in-process quickly to the autoclave Drum and away from it, through Final and Packaging and into Shipping. Gone were the Lean supermarkets, as these temporary storage areas for work-in-process were no longer needed – the reason being that WIP only accumulated where it was supposed to, which was in front of the Drum.

In the end, many of the changes brought about by Lean and Six Sigma were kept. Murphy even went out of his way to compliment Kurt Konani and the Lean Green and Black Belts for their efforts – though he soon put on hold the large number of LSS projects that were scheduled until their effects could be evaluated. Some took from this that the days of Lean Six Sigma were over, that the noble experiment had run its course and management was no longer interested. But these cynics would find their disgruntlement to be premature.

For as Murphy himself would later state it: “Even an old dawg like me has new tricks to learn.”

• • •

Murphy entered the Oakton toolroom with a cast-iron kettle in hand – only to find Jayro Pepps carefully heating the bottom of a large skillet with a propane torch. In the skillet, something was crackling.

“Jayro, what are you up to?”

“What’s it look like?” asked his materials manager. “Makin’ lunch.”

“And what sort of lunch might that be?”

Jayro tipped the edge of the skillet to afford Murphy a better look.

“Trout,” he said to Murph. “Fresh caught, about six-fifteen this mornin’ on my way to work. Might share, if you got somethin’ to trade.”

“I got somethin’,” said Murphy. “Somethin’ good.”

He lifted the lid on the kettle and wafted some of the aroma toward Jayro with the back of his hand.

“Oh my. What is that?”

“Osso buco,” said Murphy.

“Huh?! Osso what?”

“Veal shank. Braised Eye-talian veal shank. Learned it from one of the Geniuses up in Maryland, a gen-u-wine Eye-talian by the name of Joe Tassoni,” said Murphy.

“You mentioned him,” said Jayro. “He’s the bottleneck in Rockville.”

“Not just him personally,” said Murphy, “but Joe and all the other analysts. Looks like something may actually be done about that, however, and Oakton might just start getting a steady flow of clearances.”

“All right, these beauties are done,” said Jayro, shutting off the torch. “Let’s eat.”

They ate quietly for a few minutes, the only utterances passing between them being the murmurs of appreciation for the goodness of what they were eating. Murphy at one point looked around the drab, windowless room and realized how much he had missed these lunches.

“So, from your standpoint, how are we doing?” Murphy asked.

Jayro let out a sigh of frustration, and said, “I’ve got more headaches than I got aspirin to make them go away.”

“How so?” asked Murphy. “Bring me up to date.”

“I think that when you left,” said Jayro, “we were putting the kanbans in place.”

“Kanban. Why don’t they just call it the card system? That’s all kanban means. It’s a Japanese word for ‘card,’” Murphy grumbled.

“Well, it’s not usually a card anymore,” said Jayro. “It’s whatever signal triggers the order to replenish the material.”

“I know. I’m just being grumpy.”

“Anyway, we were putting the kanbans in place. And then Kurt wanted us to do POUS – you know what that is?”

“Point of Use Storage,” said Murphy.

“Right. So now we’ve got all these racks with bins for various parts and materials, placed right on the plant floor so that inventory is close at hand and the operator can just pull whatever is needed without having to go get it from storage, or wait for someone else to bring it.”

“Yes, I’ve seen what you’re talking about. So where’s your headache?”

“First of all,” said Jayro, “we don’t make just two or three kinds of widgets here; we make thousands of different kinds of widgets. We make widgets and bidgets and tidgets and every other idget that’s out there – standard and custom, too.”

“Yes, you don’t have to tell me that.”

“So with all that complexity –”

“Different racks,” Murphy concluded.

“Right! And they won’t all fit! There’s only so much space,” said Jayro. “Then Kurt got the idea to put casters on them, so that we can swap out the racks faster.”

Murphy rolled his eyes, and said, “That sounds like Kurt. Once that guy gets an idea in his head, he’s going to make it work no matter what.”

“Anyway, we’ve got all these racks being rolled in and rolled out – only the trouble is that there are times when an operator goes to pull materials, there’s nothing to pull. Some of the bins are empty.”

“Completely empty? Totally out of stock?”

“Yes, empty! Or not enough to run the order that we need to produce. I mean, usually it’s only a few bins, but it happens. Then we have to juggle the orders, and call up the vendors, get on the internet to find other sources, all that.”

“Now tell me something,” said Murphy, with a nice flaky chunk of trout on the end of his plastic fork, “whether it’s a kanban or whatever, it’s still a min-max kind of thing, right?”

“Right. When the quantity gets down to the min level – the minimum safety stock quantity – that triggers a buy signal and a replenishment order goes out.”

“Well, is somebody forgetting to reorder?” Murphy asked.

“Rarely. No, what’s been happening is that the reorder signal is sent, but the stuff – whatever it is – isn’t here when we need it.”

“And the reorder point is fixed? The same every time?”

“Uh-huh. Like let’s say the bin holds one hundred pieces at the max level, and fifty pieces is the min level. Once we use fifty of them, it triggers a reorder for another fifty to replace the fifty we’ve used. But sometimes we go through the remaining fifty before the new fifty shows up.”

“Huh,” said Murphy.

“And then sometimes if we see that we’re getting really low, we’ll place a bigger order,” said Jayro, “only to have everything show up – and sit there month after month above the max level. Most of this of course is on computer – on WING – so it’s automatic for the most part.”

“On WING?” Murphy asked suspiciously. “What version?”

“WING four-point-seven. The Lean version.”

“Is it playin’ games with us?”

“Not supposed to be. I’ve asked Kurt, and he says, no. It’s a pull-through inventory model – nothing is produced until a customer asks for it.”

“And what does Kurt say about the out-of-stocks?” asked Murphy.

“He says that we – meaning me and my materials people – must have miscalculated the reorder quantity. Then, kind of out of the side of his mouth, he says to make the reorder a little bigger next time – but not too big.”

“Of course not,” said Murphy. “Inventory has been ‘leaned’ down, because we don’t want too much sitting and doing nothing. That would be waste.”

“Anyway,” said Jayro, “that’s what we’ve been doing. We bump up the reorder quantity, or we play with total min-max ratio, and sometimes it works, sometimes it doesn’t. Sometimes we go out of stock like lemonade on a hot day, and sometimes the bumped-up quantity just sits there month after month, barely touched. And it’s not like a winter-summer thing that you can predict we’ll use less or more. It’s … well, it’s unpredictable.”

Murphy held up a short length of the hollow veal bone and peered through it like a telescope.

“Well, let’s clean up and get back to it,” said Murphy. “By the way, the trout was fantastic.”

“Skilled preparation,” said Jayro, holding up the propane torch. “That’s the key.”

“That and fresh fish. And as for the inventory issues, we have to get this solved. Assuming we soon start getting a steady flow of clearances from Rockville, we cannot afford to drop the ball. Let me think and do some checking, and you do the same, and we’ll talk again in a few days.”

Some days later, Murphy walked into the Oakton plant early in the morning and found Jayro at his desk next to the Cooler. He poured a steamy cup of coffee into a Hi-T mug from Jayro’s pot, pulled up a chair, and sat down. Jayro gave him a nod in greeting, but was absorbed with some graphs before him on the screen of his terminal, and held up the index finger of his left hand indicating he would turn his full attention to Murphy in a moment. When he did, Murphy was staring at him with a silly grin on his face.

“Yes?” asked Jayro.

“Time,” said Murphy.

“Time?”

“Time is the invisible resource required in everything we do here,” said Murphy.

“Is that a fact?” Jayro chided.

“Perhaps, Jayro, you would like to write that down for posterity.”

“Well, I would, Murph, but I’m running low on paper.”

“Time to reorder then,” said Murphy. “Which brings me to the purpose of my visit. Your unpredictable out-of-stocks that we talked about a few days ago. I think that time may hold the answer.”

“How so?”

“With a min-max system, the order is triggered once the minimum safety stock level is reached. Now, the minimum reorder size is a fixed quantity, but the time between reorders is variable. It could be five days or five months or far longer between reorders – the timing between the purchase events varies.”

“Just for the sake of argument, what’s wrong with that?” asked Jayro.

“What’s wrong is what you described over lunch a few days ago. The time it takes to replenish may not be quick enough to cover demand. You follow me?”

“I think so. In fact, I think that is what has been happening.”

“So in periods of peak demand there may not be time for a reorder to be filled before the safety stock is exhausted. And by the same token, if you bump up the quantity to compensate and demand then falls, then we could be sitting on that stock for a very long time.”

“It’s been known to happen,” said Jayro.

“But suppose the order trigger was not based on having used up a fixed quantity; suppose the timing was fixed and the quantity was whatever was used during the fixed-time interval? Suppose the reorder trigger was a regular time period – like every day, every week, every two weeks, every month, or whatever? The demand will vary – as it always does – but the reorder trigger will be a fixed time interval that provides a reliable time frame to replenish what has been consumed.”

“And prevent an out-of-stock,” added Jayro. “What made you think of this?”

“A number of things. One of them, truth to tell, was that I was downtown talking to Garth Quincy,” said Murphy. “And I asked Garth about this matter, because Garth of course sees it from the other side. We had just started talking when Amy Cieolara happened by, and she told us the story of her grandfather, who was a candy salesman in Ohio, what they call a ‘route salesman’ who represented a wholesaler, and if it was Tuesday her grandfather would be in Akron, and if it was Wednesday he would be in Canton or someplace else, selling candy to the corner stores and newsstands and so on.

“Well, the rule – set by the wholesaler – was that all sales folks were only supposed to sell by the sealed box, containing twenty chocolate bars, or by the case containing many boxes. But this was in the Depression. These little mom-and-pop stores couldn’t pay for a whole box of Hershey bars or gumdrops or whatever, never mind a whole case. So Amy’s grandpa would open up boxes, and sell to his customers only what their customers had actually bought during the past week. So the candy case was always stocked, Amy’s grandpa always had a sale of some sort from everybody every week, the wholesaler forgot about his ironclad rule, and everybody lived happily ever after – until the big chains came along, when everything changed. Anyway, I mention it because time-interval sales with no minimum quantities – that stuff has been around for a while. But the main reason why I think it especially makes sense for us is that it is similar to DBR.”

“Drum-Buffer-Rope,” said Jayro. “How does that figure in?”

“Ordering by time and with no minimum quantity is closely related to how we are managing Godzilla, and thereby, Oakton. The buffer? The cushion that we acknowledge, and that we use to accumulate a ready supply in front of Godzilla, the constraint? Took me a while to realize this, but that buffer is actually based on time, not physical quantity. How much time does it take for work-in-process to reach Godzilla? The exact quantities are less important than the supreme importance that there is always a reservoir of material ready for Godzilla to process. The reservoir rises and falls, but the time to refill it – and that indeed it is continuously refilled on time – is what matters.”

Jayro considered this. He then turned his computer monitor so that Murphy could see it better, and said, “Look here at what I’ve done.”

Murphy put on his reading glasses, peered closely at the screen, and said, “Why, Jayro, it’s a masterpiece.”

“No, it’s a bar chart.”

“Still, the bold use of color, the greens, yellows and reds – you should be in Paris painting the Eiffel Tower!”

“True, but instead I’m here putting up with you,” said Jayro. “Now, what I’ve done is taken some historical data showing demand patterns for a particular material – one that’s given us problems.”

“And these tall bars?” asked Murphy. “These are spikes in demand?”

“Yes, and some of them are huge, as you can see,” said Jayro. “So I’m trying to figure out if there is any regular or meaningful pattern in the timing, but so far the demand seems random and unpredictable, and a few times a year it outstrips our ability to restock given the lead times of the supplier.”

“That’s using min-max, correct?”

“Correct. If I overlay the order and fill dates – here they are in Gators orange and Tar Heels blue – you can see that the order dates at any rate are also random.”

“Yes, interesting,” said Murphy. “You know, I was joking about your artistic ability, Jayro, but this may indeed turn out to be some of your best work.”

“How’s that?”

“Well, here are the really important questions, I think, relevant to what I said to time triggers for reordering,” said Murphy. “What is the reliable replenishment time for the material? And what is the peak demand pattern for that time period? Above all, we want to keep Godzilla supplied with a ready inventory of material to consume.”

“So you’re looking for an equation,” said Jayro. “An equation, or set of equations, that will calculate the time to reliably replenish and whatever quantity is needed for the material buffers feeding Godzilla.”

“Yes, that’s the size of it.”

“And of course this has to be calculated for every material we use,” said Jayro.

“Start with the troublesome ones first,” Murphy suggested.

“Well, it looks like I do have exciting challenges ahead of me,” said Jayro.

“If you would like, I can probably get one of the Microbursts – the IT fellas – downtown to help out,” said Murphy. “But I don’t want to steal any of your fun.”

“Oh, that’s all right. I’m sure there’s more than enough fun to go around,” said Jayro. “And I’m serious, Murph, if this helps my supply headaches to go away, it will be well worth it.”

Everybody liked Joe Tassoni. But there were times when he could be a real pain in the neck. After the meeting, the analysts began to focus their efforts on a one-time, all-out attempt to eliminate the design review backlog – and within a week, they had largely succeeded. They then began to abide by the morning routine for reviews. When new review requests came in from Sales, they would deal with them first thing in the morning, and if possible issue the clearance that same day. Even Joe was doing this at first, but after three or four days, he just plain began to ignore the reviews. This came to Sarah’s attention, and she went to see him.

“Joe, what are we going to do with you? Just look at this!”

From the edge of Joe Tassoni’s office, Sarah stood aghast, surveying the piles and piles and piles of lab reports, program folders, sheets of handwritten notes, compact discs, professional journals, and email printouts. Yes, email. Joe fundamentally despised computers, and so he printed everything. And then there were all of Joe’s personal amenities: his cappuccino maker, his pots of herbs, his tomato trellis, his little refrigerator, his Limoges china and his Tiffany silverware kept stored in the same safe along with heaps of classified documents. Sarah regarded this array of chaos – an oxymoron, yet applicable, because the general chaos was ordered into groups of chaos.

“I use the pile system,” said Joe, seated at his desk.

“I can see that,” said Sarah.

“But I know where everything is. Just because something doesn’t use electricity does not mean it doesn’t work.”

“Right,” said Sarah, having her doubts. “Well, as Murph Maguire might put it, at least your inventory is visible.”

“What you mean by that?” asked Joe, curiously.

“Your inventory – what you have to work on – is out in the open. With the other analysts, it’s mostly hidden away on hard drives and servers. They probably have just as much as you do, but no one can see it.”

Joe brightened at this, hearing the comment as a positive, which in one way it was.

“Tell me,” said Sarah, “in these piles, how many different projects are in progress?”

Joe shrugged, and said, “It depends. Maybe a few dozen.”

“A few dozen? And how long would it take to finish any single one of those projects?”

“It’s hard to say. Some a few months, some a few minutes.”

“A few minutes?” asked Sarah.

“Yes. It depends.”

“The ones that could be finished in a few minutes,” said Sarah, “why don’t you just take those few minutes, like right now, and finish them?”

“Well, again, it depends. For some, I am waiting for one or two things – tests, documentation, other opinions, what have you – before I can finish them. For others, I just haven’t gotten to them yet because I am working on something else.”

Sarah nodded. “I see.”

Whenever Sarah Schwick wanted to talk about something nontechnical, she always went to Brenda.

Brenda was in charge of client billings and had been with Formulation & Design since the very beginning. She knew the corners of every closet in the place, and the bones of every skeleton. During the breakup of Sarah’s marriage to Viktor, Brenda had become Sarah’s confidante. While others had speculated from time to time, Brenda was the only one who knew for certain that Sarah and Viktor were still sexually intimate on occasion. Brenda could be trusted with a secret, and she always gave Sarah straight answers.

The two of them sat on a bench outside the building at noon that day, eating their lunches from paper sacks and talking about the prosaic matter of work flow.

“We’re all so much into multitasking, doing fifty things at once,” Sarah said.

“Everyone wants to look busy,” Brenda said, “especially these days with clients leaving. People are scared.”

“What, of layoffs?”

“Sure. If you have a lot of work waiting to be done, it feels more secure. On the other hand, if you don’t have much to do, maybe you’re expendable.”

Sarah picked at her bulgur wheat salad as she considered this.

“Look at Debby Henson, “ said Brenda. “She hoards her work. She obsesses about everything. She only lets go at the very last minute. And it’s always like she’s so important, because she’s got so many things going on. Like the more out of breath she is because of all this work she has to do, the more vital she is.”

“I know. She’s kind of an extreme case, but we’re all like that around here,” said Sarah. “I mean, I’m like that. I admit it. What’s frustrating is we do a little of this and a little of that, and nothing ever seems to get done.”

“Until it’s overdue and everyone is yelling for it,” said Brenda.

“Well, you know, Viktor always encouraged multitasking. It was like if you could juggle twenty or thirty balls in the air, you met with his approval. He wanted to load people up with as much as they could handle – sometimes more than what they could handle – and then spread things out.”

“It wasn’t bad for billings,” said Brenda. “I mean, if you pace your work, it’s a lot easier to fill your time sheet.”

Behind the huge lenses of her glasses, Sarah’s small brown eyes blinked as she realized something.

“So, in other words, we’re always rewarding the plodders and the slowpokes,” she said, “and penalizing the fast and the efficient.”

“Yes, you could say that,” said Brenda. “And I do think a lot of it is because of fear – fear that if you finish early, the same will be expected next time, even though the project may be more difficult. Fear that you might not have enough to do. Fear that you might not look busy enough.”

Sarah blinked again.

“You know,” she told Brenda, “when you’re juggling, you’re really only dealing with one ball at a time.”

Her tone was so serious that Brenda laughed.

“What’s that supposed to mean?” she asked Sarah.

“The speed of your hands is what matters.”

“And not dropping the ball.”

“Right, speed and accuracy. Maybe we should be working that way. One ball at time, but transfer it fast and move on.”

Murphy Maguire had a dental appointment one morning, causing him to arrive at the Oakton plant some hours later than usual. As he entered the plant, the security guard, Suggins, flagged him down.

“The prez is here,” said Suggins.

“The who?” asked Maguire.

“Miss Amy. From downtown. And she’s got two visitors.”

“Where?”

“They’re over by Godzilla.”

Murphy hurried in that direction. As he came down the long aisle, he indeed spotted Amy Cieolara near the huge autoclave. With her were two men dressed in jacket and tie; one had a tape measure and the other was jotting down dimensions on a pad of paper.

Filled with apprehension, Murphy put on a cheerful face as he approached.

“Good morning!” he said to Amy.

“Oh, great, I’m so glad you’re here,” she said.

She introduced him to the two fellows, who were salesmen with an exhibit company located in Raleigh.

“Well, it certainly is a surprise to see you here!” Murphy said pleasantly.

“Surprise? Didn’t you read my email about the conference room from last night?” she asked.

“Uh … no. I just came from the dentist –”

“I’m moving in!” Amy said with a grin.

“Excuse me?”

“Not permanently,” she assured him. “And I won’t be here all the time. But if you have no objections, I’d like to conduct most of my meetings from here at Oakton – from next to Godzilla.”

“May I ask why?”

“Dramatic effect,” said Amy.

“I’m not sure I understand.”

“We’ve decided that Godzilla is the bottleneck – the primary constraint – that will determine the throughput of the Oakton plant.”

“Correct,” said Murphy.

“And we want – we need – everyone to recognize this fact. We want everyone to subordinate all other operations to servicing the demands of the system constraint, and to synchronize their actions with Godzilla. Right?”

“Yes, also correct.”

“So,” said Amy, “it hit me last night that one way to get people to pay attention would be to move my meetings out here to Oakton and hold them right here on the plant floor. We already have a portable conference room that’s part of the trade show display we used at the Composites World Expo. Have you ever seen it?”

“Just pictures,” said Murphy.

“It’s nice. Carpeted, recessed lighting, inlaid hardwood ceiling – and big glass windows, so everyone can look out at Godzilla. So I’m thinking what better way to signal that this, right here, is the center of the company?”

Murphy nodded thoughtfully, chuckled, and said, “Well, it’s a bit unusual. But actually I rather like the idea.”

“I promise we will not interfere with anything. And it won’t be forever,” said Amy. “I think that after a month or maybe six weeks, people will have gotten the message.”

“I cannot promise you, Amy, that it will be entirely comfortable for you here,” Murphy warned. “It can get quite hot in this area.”

“We can install air-conditioning,” said one of the salesmen.

“And Godzilla makes a lot of noise during the venting procedure,” Murphy added.

“For how long?” asked Amy.

“A few minutes.”

“All the better. It’ll make everyone pay attention,” said Amy.

She turned to the salesmen.

“How soon?”

“We can have it set up by tomorrow afternoon if you want.”

“Does that work for you?” Amy asked Murphy.

“Yes, ma’am, that works just fine for me.”

A little more than a month after Oakton went to an unbalanced system with a constraint – a description certain to chill the blood of most corporate executives, at least the uninitiated – the midquarter metrics for all Winner businesses were posted. Within twenty-four hours after this event, Amy Cieolara got a phone call from a livid Nigel Furst.

“What in the world are you DOING down there?!” Nigel demanded.

“Nothing!” Amy said reflexively. “Wait! Sorry, I mean, we’re doing lots of things! We’re implementing our turnaround tree! I mean, our turnaround plan!”

“Peter Winn called from Rio de Janeiro. He wants me to terminate you – right now,” said Nigel.

“But why?”

“Because he’s been on the WING and he’s seen your numbers! And frankly, I’m not sure I disagree. Amy, you promised me during our little talk that you would not allow the situation at Hi-T to get any worse.”

“Well, it hasn’t! In fact, it’s getting better! We’re really turning the corner, moving the needle in the right direction!” she insisted.

“Oh, really? Then how do explain – just to pick a few items from the WING report summary – that resource utilization at your Oakton plant was down from ninety-four percent to a depressing seventy-eight percent? Average productivity per line employee, down eleven percent. Direct labor, up twelve percent. And work-in-process inventory, up fifteen percent! Oh, wait. Sorry, WIP was down fifteen percent. Anyway, you get the point. Amy, performance is clearly deteriorating. I’m afraid that –”

“Hold it, hold it, hold it,” said Amy. “This is all from WING, isn’t it?”

“That is what we use within the Winner Corporation, yes.”

“Then I know what’s happened,” she said. “Let me grab my copy.”

She did this while composing her thoughts for a defense.

“I’m waiting,” said Nigel.

“Right, got it. Now, let’s look at the larger picture. Look for instance at the output of the Oakton plant as a whole for the most recent month. That metric has gone up. We’re shipping more, which is why WIP is down, and just as important, if not more so, we’re shipping on schedule. And look at the uptick in cash flow. That’s happening because we’re getting paid for those shipments. The full impact hasn’t yet hit because of the accounting lag between billings and receipts, but it will become obvious in the next month and longer. Check out accounts receivable; they too are up – do you see that, Nigel?”

“Hmm, yes. Yes, I do see it now,” he mumbled.

“Oh, and look at Oakton’s operating expenses,” Amy continued. “Overtime has come down, because we’re expediting less. Shipping costs, too, are less – because we’re not having to pay for hugely expensive overnight shipping to make up for production delays.”

“But then how do you explain the precipitous drop in resource utilization?” asked Nigel.

“Resource utilization is looking at each and every individual workstation in the plant, not at the production system as a whole. You see, what we’ve done, in effect, is we’ve added what we call ‘protective capacity.’ And we’ve done that in a couple of ways. One is that the release of materials into production is such that every resource is not being used to the max, but only to the extent that the system can utilize what is produced. And we are no longer working to takt time. We have reconfigured to achieve the fastest flow through the nonconstraints, which means that not everyone will be working to the max all the time.”

“The nonconstraints?”

“Yes.”

Nigel sighed and complained, “You’re confusing me.”

“I’m sorry, it is somewhat counterintuitive. Let me try again. You see, going for the fastest flow means that once a workstation has finished its processing, and passed on its WIP to the next station, there may often be a brief idle period, because more materials have not yet been gated in. That’s going to cause the utilization metric to fall.”

“Well, why wouldn’t you want all equipment and workers to be busy all the time? It just doesn’t make sense!”

“Sir, it does makes sense. You want the speed to the system constraint to be fast so that Godzilla never starves. And after Godzilla you also want speed so that you don’t miss your shipping window.”

What?! Godzilla? Starving? What are you talking about?”

“Mr. Furst, please, never mind. It’s technical,” said Amy. “Just look at the bottom line. Look at Hi-T’s operating income. It’s turned! It’s on the increase – and that growth will continue. Right now we’re in the middle of the quarter and it doesn’t look like much, but as it goes on our operating profits will accumulate.”

Forty-five minutes later, and after reaching Peter Winn on his yacht in Rio de Janeiro harbor so that she could explain the bottom line improvement to him, Amy had defused the crisis.

But the experience had unnerved her. She was immediately connecting by phone and email. There was a scheduled meeting of what Amy was now calling the Velocity team, but she moved it up by a week. What if the corner had not yet been turned? She needed assurance that the turnaround plan was really working, that everything that could be done was in fact being done.

The portable conference room from the Hi-T trade show display had by now been erected on the plant floor near Godzilla – and had become quite a conversation piece among the employees with its carpeting, fabric-covered walls, plush chairs, and its huge and beautiful high-strength light-weight carbon-fiber conference table that could be easily lifted by two people yet could withstand a direct hit by an artillery shell. The inevitable joke that followed, delivered ad nauseam at trade shows, was that those around the table might not be so lucky.

Gathered around that high-tech table forty-eight hours after Nigel’s call were the members of the Velocity Team: Elaine, Wayne, Sarah, Murphy, Garth, and Amy herself. Outside the windows was a splendid view of Godzilla.

“When one’s head is on the chopping block, it can be a little unsettling,” Amy said, having described her conversations with Nigel and Peter. “Therefore, that’s why I moved up our meeting. I really need to know, first of all, if everyone is completely confident that the turnaround is on track. So … is it?”

“I would never say that we have nothing to worry about,” said Elaine. “But I am seeing real improvement on the operating side. Everything you told Winner is taking place.”

“I might mention here, since we’re touching on finance,” said Murphy, “that there are three measurements that come from TOC that have served me well in my own thinking about money: throughput; investment, including inventory; and operating expense.”

“And you want to increase throughput, while reducing in a relative sense the investment and inventory, and obviously operating expense,” Wayne Reese inserted, wanting to show that he was on board. “I’ve been doing a little reading, doing my homework.”

“Well!” said Amy with a sweep of her hand. “Please continue!”

Wayne turned to Murphy, as if deferring, and said, “I don’t want to steal your thunder.”

“It is not my thunder to steal, sir. This has been around for a while. I just apply it.”

“All right … feeling like a student at an oral exam,” said Wayne, “throughput is the rate at which inventory is converted into completed sales – cash, in other words. Investment and inventory – and of course inventory is a shorter-term investment – is the money that has purchased both the means of production and whatever is to be sold from that production. And operating expense is the money spent to make the system work.

Wayne stood, went to the whiteboard, took a marker, and wrote some letters and arrows.

“So, over time, we want throughput – T – to be increasing, while capital investment and inventory – I – and operating expense – OE – are declining in a relative sense.”

“In other words,” Sarah said, getting the gist of it, “if we’re converting sales orders into paid receipts faster and faster, and operating expenses and investment and inventory stay the same, then I and OE are lower and T is higher relative to each other.”

“But how can inventory be lower if sales are going higher?” asked Elaine.

“We’re talking about inventory held within the system,” said Wayne. “It’s moving through faster, but the amount held is lower, because we’ve ‘leaned’ it to only what is required. We’re buying raw materials based on demand patterns and time to reliably replenish.”

“So as a business,” Amy said, “the goal is to make the most, the quickest, with the least.”

“Yes, ma’am, that’s the idea,” said Murphy. “The most money by the quickest path with the least investment.”

“Basic capitalism,” said Wayne.

“But I do use that general concept whenever I evaluate the choices of a major decision,” said Murphy. “I think about what the effect of the decision will be on T, I, and OE. If I increase investment and it does not proportionally increase throughput or reduce operating expense, then that’s a bad decision. Likewise, for example, if I increase operating expense by hiring more workers or whatever and the result is a large gain in throughput – more sales with faster turnover of inventory – then that’s a good decision.”

“All right then, by those measures, how are we doing so far?” asked Amy. “It seems to me we’ve improved.”

“Definitely,” said Wayne. “Throughput is increasing because we’re shipping on time and getting paid faster. Inventory is lower because we’ve been working off WIP. And expenses are down due to, among other things, less overtime – as well as fewer mistakes and less scrap, if I may put in a plug for Lean.”

“Well, that’s great,” said Amy. “However, I know that Nigel Furst will always want more. And I certainly think that we can do better, that there are more than ample opportunities for improvement.”

“I think we would all agree with that,” said Wayne.

There was general assent around the table, with Sarah adding, “It’s been a good start, but we really need a few more policy injections onto that logic tree we’ve created.”

“How well is the priority system working?” Amy asked her. “Are the analysts doing the design reviews the way they’re supposed to?”

“We still have some issues,” said Sarah, “but basically the priority system has been doing pretty well. Some of the analysts still moan and groan that the reviews are beneath them. And there are a couple of analysts – Joe Tassoni, to name one – that I have to keep an eye on. But we’re now at the point that more than eighty percent of all incoming reviews are cleared within forty-eight hours.”

“That, ma’am, is a lot better than it used to be, let me tell you,” said Murphy. “We have a good, healthy buffer of clearances at this point.”

“And it’s done wonders from an operations standpoint,” said Wayne, “to have more flexibility in production planning and scheduling, as well as purchasing and just about everything else. So thank you.”

“You’re welcome. On the other hand,” she said, “there is that twenty percent that do not get cleared in forty-eight hours. Whenever we have to do some kind of involved verification of the design in order to grant the clearance – destructive testing, extended computer modeling, that kind of thing – then the process can become protracted.”

“I can second that,” said Garth. “We have customers who can get huffy over what they see as unnecessary delay. They say things like, ‘Why are you challenging the professionalism of our engineers? We’ve already verified this design!’ ”

“I can see how that would get under their skin,” said Wayne. “And to me, as a Lean guy, it does seem wastefully excessive. So assuming it’s really necessary–”

“It is,” said Amy. “According to our lawyers we have to observe due diligence.”

“So the question becomes, how can we do it faster?” Wayne finished.

“I think I may have at least a partial solution,” said Sarah. “Just before Murphy left Rockville, we were talking about, for the lack of a better term, single tasking. These days everyone seems to take such pride in multitasking – having a zillion things going on and trying to do half a dozen of them simultaneously. But the more I’ve thought about it and looked into it, single tasking is the better way to go in terms of system output – and throughput.”

“Why is that?” asked Amy.

“Because of dependency. If I’m trying to do six things at once, and I’m switching back and forth, doing a little on this one and a little on that one, I’m holding up at least one of them from being passed on to someone else who has to do the next step. Whereas if I focus and finish whatever I’ve started, then it can move on. And if everyone abides by single tasking, there should be an increase in speed.”

“But if you’re truly multitasking,” said Garth, “aren’t you opening two or three channels so you can do that many more things? I mean, if I’m driving, I can still carry on a conversation with a customer.”

“Everyone uses that example,” said Sarah. “Okay, so you can drive and talk at the same time. But can you write a report while you’re driving?”

“I hope you don’t try!” said Amy.

“And anyway, I object to multitasking in the office or in the lab for the same reason that driving with a cell phone pressed to your ear isn’t a great idea – because it can lead to mistakes. Which is the last thing that F&D can afford right now.”

“That’s a good point,” said Wayne.

“I’ve figured out, though, that people are not just multitasking; they’re accumulating and pacing their work. Some of them actually hoard their work. They’re afraid of looking like they don’t have enough to do. Or they’re perfectionists and don’t want to let go. Or they want to feel like they’re ultra-important because they have so much going on.”

Amy rubbed her chin and said, “I’d never thought about it, but I can see this being a significant problem, especially in an office setting.”

“Well, I’ve found a remedy – if I can get people to do it,” said Sarah. “There is a technique called Relay Runner. It’s a single-tasking work policy – or work ethic, really – and it has just a few simple rules.”

“You mean someone like me can understand it?” Murphy joked.

“Actually, it’s very similar to what you already are doing at Oakton,” Sarah said. “Once you’re handed a task, you take it and run with it. And you keep running fast as you can – consistent with requirements for safety and quality – until one of three things happens. Number one, you finish the task and hand off the assignment to whoever gets it next. Number two, you’re blocked and have to stop because you have to wait for something you can’t supply. Or, number three, a task with a higher priority is given to you – at which point you pause what you were doing and run with the higher priority assignment.”

“Yes, that is very similar to what we do at the plant,” said Murphy. “But the struggle is to not allow the second and third conditions to occur. Once a job is in production, we don’t want work-in-process to wait because something isn’t available. And the specifications and materials are already prioritized as they are released onto the plant floor. To interfere with that is usually what we call expediting, and that is something we prefer to avoid.”

“The prioritizing,” Wayne added, “is done in the planning and scheduling phase. And that’s where, if Garth or one of the salespeople alerts us to some special need, we can juggle the schedule to please the customer. Or if we’re low or out of stock on some material – assuming we know about it – we can rearrange the sequence so that we produce an order for which we have all the materials.”

“By the way,” Murphy said to Wayne, “I have progress to report on that last matter.”

“All right, but it sounds like this Relay Runner concept,” said Amy, “is something we might want to incorporate as a policy injection. Let’s insert that into the logic tree and try to evaluate what effect that is going to have.”

By now, the original turnaround tree constructed in Amy Cieolara’s dining room on a whiteboard with sticky notes and markers had been computerized. They closed the curtains in the Oakton conference room and put it on screen, and Amy added a new block:

Injection: We use Relay Runner single-tasking work ethic at F&D and wherever applicable.
With that in place …
Production design reviews get top priority from everyone throughout F&D.
Therefore …
F&D completes design clearances faster.

This small addition to the logic tree then linked to two higher conditions that were already on the tree:

It links directly to …
Design clearances flow smoothly to Oakton at predictable time intervals.
And eventually links to …
Our customers feel confident dealing with Hi-T.

“Good,” said Amy. “Now, what else? Murph, did you have something?”

“I do. Jayro Pepps and I have been working with some of our suppliers and also with Wayne’s administrative staff downtown. We’re trying to eliminate some of the problems with the traditional min-max reordering process.”

“What’s wrong with tradition?” asked Elaine.

“A couple of things. With min-max, you can end up carrying too much inventory for extended periods of time, and on the other extreme you can get caught being out-of-stock or have an insufficient supply of something without a prayer of being able to replenish ahead of a peak demand situation. It’s kind of a double whammy.”

“So you’re trying to change that to what?” asked Amy.

“We’re testing a demand-pull restocking concept based on a fixed time interval. See, min-max has a fixed minimum order size, but a variable time interval. With a fixed time to reorder – like every day we place an order, or every week, or whatever – the order size will vary, based on the amount actually consumed within the reorder interval.”

“And why is that better? What would be the benefit?” asked Amy.

“For two reasons, both pretty important,” said Murphy. “First, by studying the overall demand patterns, and determining the time it takes to reliably replenish a stock of a certain item, we can have high confidence in the reliability of that replenishment process. With demand pull restocking and DBR we can protect customer commitments.”

“Would you be so confident that we – sales, that is – could offer guarantees to customers?” asked Garth.

“Yes. If we put this in place and verify it over some length of time, then you could at least guarantee shipping dates,” said Murphy.

“We could get our foot in the door with at least a few of the accounts we’ve lost with a promise like that,” said Garth.

“The other reason,” Murphy continued, “is that we are beginning to glimpse some major possibilities. If we have a TRR – the time to reliably replenish – that we can trust, we can carry a lot less inventory and still provide the kind of guarantee that Garth is talking about.”

“How so?” asked Amy. “I’m still a little fuzzy on all this.”

“Okay, let’s say that we have a twenty-day supply in stock, and we are confident that we are protected for that period, that between the time we reorder and the time the replenishment stock arrives we will have enough. So we start to ask some what-if questions, and by studying the steps in the TRR, we are able to reduce it by five days. Now we find that the TRR can be reduced. Now we can have high confidence that fifteen days will be sufficient. That’s twenty-five percent less – and depending on the demand pattern, it could mean a significant reduction in the amount of money tied up in that inventory.”

“You’ve got my attention,” said Elaine.

And what happens when we continue to improve the TRR? If we keep sweetening the system, maybe we get that number down to twelve days or even ten days. So now we’re doing the same amount of business, but with much less inventory – yet we never miss a shipping date or a sale because we don’t have something in stock. We know we’ll be able to come through.”

“There are a lot of virtues in this,” said Wayne. “I like it.”

“You like it?” asked Elaine. “I love it!”

She turned to Amy.

“If you go back to the idea that inventory is a kind of short-term investment,” said Elaine, “then with this we can lower the magnitude of the investment while still getting the same return – our net profit on sales. So our return on investment – our ROI – for our inventory improves by a lot.”

“Hey, you know what? I love it, too!” said Amy. “Let’s add that to the tree and think about what it does.”

Injection: We establish time to reliably replenish (TRR) and use peak demand patterns to set stocking levels for raw materials.
And …
Injection: We replenish what’s been consumed during each fixed time interval.
As a result …
We improve our material buffers’ ability to prevent out-of-stocks.
Therefore …
ROI increases.
And this state leads to the higher condition …
Winner management is pleased.

“Great. What else?” Amy prodded. “What else speeds us toward those happy days when both our profit centers – Hi-T and F&D – are making gobs of money, customers are lining up to do business with us, and Nigel Furst is thrilled to have me be president?”

After the smiles and chuckles, it was quiet for a moment. Then Wayne Reese spoke up:

“You probably know what I’m going to suggest.”

“Haven’t a clue,” said Amy.

“Lean Six Sigma. It’s been on hold at Oakton, and it’s fallen by the wayside in Rockville. But I for one think maybe it’s time we revived that effort.”

“We are not going to revive what didn’t work,” Amy said bluntly.

“All right,” said Wayne, “I grant you that the balanced line did not function all that well for us. And takt time may be overblown. And a few other things. But let’s not forget that a number of projects accomplished by LSS did work. For instance, the ability of Six Sigma techniques to solve the cracking problem in a number of the Navy components.”

“And I have to give Wayne and Kurt and LSS their due,” said Murphy. “Oakton is a better manufacturing plant due to Lean and Six Sigma. No question in my mind about that. The reconfigured M57 Line in particular. I have to say that the new M57 is – why, it’s just slicker than a greased pig at the county fair.”

This broke up everyone at the table.

“What? Y’all’ve never wrassled a greased pig?” Murphy asked. “Well, I can tell you, they’re pretty slick!”

Shaking her head, but with a smile on her face, Amy said, “Wayne, this is nothing against you, because I know you were sincere. And if you’d rather I talk about this in private, I’ll be happy to do that.”

“No,” said Wayne, “I’m from South Boston. I can take it. Let’s get it out in the clear.”

“My problem with Lean Six Sigma is that, while it did make improvements, it did not accomplish what we needed – what I expected – from a business and financial standpoint. The improvements tended to have local benefits rather than systemic impact.”

“But we shouldn’t throw the baby out with the bathwater,” Wayne argued. “After all, we – or I should say, the company – has made the investment. Why not capitalize on it?”

“The employees at Oakton, I have to say,” said Murphy, “love Lean. It helps them feel more in control, empowered, engaged – whatever the current buzzword. They like it.”

“In Rockville,” said Sarah, “it’s the same way. The trouble in Maryland is that a small contingent – the Lean Greenies, who have idealistic and wonderful reasons that I personally sympathize with – was allowed to hijack the LSS program. Before it got off track, LSS was doing at least a few things of real value… . Well, actually, no, I take that back. Or maybe I don’t.”

“Make up your mind,” said Elaine.

“The standardization of report formats,” said Sarah. “That was worthwhile. But did it increase throughput for the business? Did it reduce our project backlog – which for us is our inventory – or lower our expenses? Not significantly, if at all. There were – and are – too many other factors that outweigh that little improvement.”

“Like the analysts,” said Murphy.

“Here is what I feel did not work with Lean Six Sigma,” said Amy, “and what I do not want to revisit: the ‘N over ten’ ratio of activities that we are supposed to have going on to bring on the Lean culture. The obsessive-compulsive need to have the orthodox proportion of black belts to green belts – and the long list of LSS projects that we are supposed to have going to certify people as having Lean and Six Sigma training. And, above all, trying to make reality fit Lean, rather than the other way around.”

Wayne, who had been taking in all of this with a sober and poker face, now said, “I understand what you’re saying, and I agree with most of it. But don’t you remember the fourth round of the dice game that Tom Dawson showed us? In the fourth round, we simulated what would happen if we elevated the performance of the constraint, and that was when we got our best numbers.”

Amy shifted her gaze to Murphy, as if to coax a comment from him.

“The main reason we halted LSS at Oakton,” he said, “was because we needed to stabilize the production system. Until you have a stable system, it makes no point to try to improve it. But we are now very close to having that stability, and I think that as soon as we put in place the things we were talking about today, we will have achieved it. And that will be the time to start improving what we have with Lean and Six Sigma and any other means at our disposal.”

Pursing her lips as she considered this, Amy then said, “So much depends upon the choice of what to improve. Where do we focus? What are we going to change? What are we going to change to? How do we identify the changes that truly will accelerate the velocity of the business?”

“Logically, the place to focus would be the constraint,” said Wayne.

“The performance of the constraint,” Murphy emphasized, “and the system overall. It’s the flow that matters – the flow to, through, and away from the constraint. If you just keep improving the constraint, then it’s no longer a constraint, and you’ve lost your control point. And you’ve probably got a bottleneck somewhere else where you don’t want it.”

“Okay, I get your point,” said Wayne. “But as far as evaluating improvement candidates, we have to take into account their effect on the constraint. It could be a quality issue upstream from Godzilla that affects the overall performance – like the cracking problem in the Navy components.”

“Absolutely,” said Murphy.

“Throughput, investment, inventory, and operating expense,” said Amy. “What if we evaluated all proposed improvements based on how they influence those measurements? Instead of evaluating based on waste elimination or doing something just because it seems like a good thing to do, we choose the improvements that really are going to accelerate the velocity of the business.”

“So if we identify something that is really going to boost throughput,” said Wayne, “and/or reduce the others, then that’s the project we pursue.”

“And if we have five candidates,” Sarah added, “then we go with the ones we expect to have the most positive effect on T, I, and OE.”

“I think that works,” said Wayne. “I think that’s on the money.”

“Done!” said Amy.

And this, too, was added to the tree:

Injection: Prior to approval, we evaluate all improvement
projects based on their ability to increase T, and to reduce
I and OE – and advance overall system performance.
With this in place …
Improvement projects have significant impact, with increases in T, and reductions in I and OE.
Therefore …
Revenue and net income increase.
This statement then links to the higher condition …
Winner management is pleased.

There was one more item that was necessary. The WING software that Hi-T was still obligated to use was generation 4-L. It still contained the assumptions of a balanced line, takt time, and other vestiges of Wayne’s original LSS efforts. Needless to say, this was causing confusion and problems, both operationally and in the reporting. So they added one more change to the tree:

Injection: We adapt WING4-L software to use Godzilla as the system constraint, and to abide by Velocity principles of speed with direction.
The result is …
Data and reports generated by WING better reflect operational realities.
And …
We avoid misconceptions caused by previous assumptions and make better decisions.

17

Joe Tassoni, who was skeptical of all organizations and suspicious of all managers no matter who they were, was unconvinced of the efficacy of the Relay Runner work ethic – even though Sarah, Wayne, and Amy had met separately with all the F&D analysts to explain the special status the analyst function held as being a system constraint. Joe, who had almost nodded off sitting in his seat, didn’t get that “constraint” part either. So he had requested a private meeting with Sarah Schwick in order to gain clarification – although, really, he just wanted to complain.

“I do not understand why you now want people to do … what is it called? Single task?”

“Yes. Single tasking,” said Sarah. “Do the most important thing, one thing at a time. Focus. Get it done. Then move on to the next most important thing.”

“How can this be better than multitask?” asked Joe. “It does not make any sense! With single task, one thing gets done. With multitask, many things are being done.”

“Yes, exactly, many things are being done. With multitasking, many things are being worked on, but it takes longer for any one of them – usually all of them – to be finished.

“I am not sure that I agree,” said Joe. “Whenever I am driving, I am always multitasking – eating my breakfast, dictating my letters, talking on my cell phone, whatever.”

“And, Joe, don’t you slow down? Don’t you arrive later than you otherwise would because you are multitasking?”

“Slow down? Why would I do that?” asked Joe.

“Joe, as someone who commutes on a bicycle in suburban Washington traffic …” She stopped herself. “Never mind. What you do while you’re driving is between you and law enforcement. But here at work, we need you to play by the rules … the new rules. Look, Joe, you’re overworked. We’re all worried about losing you – either to another job or, frankly, to the grave.”

Joe lowered his head. He was all too aware of these fears. Another job would probably pay much less; the grave would pay nothing.

“All right, all right,” he said, “I can try. Tell me again; what do you want?”

“Single task,” said Sarah. “Do you know what a relay race is?”

“Yes. I have even been to the Olympics one time.”

“Good. Imagine a relay runner on the track.”

Sarah struck a pose like a runner, trying to humor him.

“You and everyone here at F&D are going to be like that runner – ready and waiting. When you’re handed the project – the baton – you take off running down the track …”

She demonstrated, running in place.

“And you run, run, run …”

“Okay, yes, I am running already,” said Joe.

“Until one of three things happens. You’re finished – you’ve designed your testing schedule, you’ve rendered your evaluation, whatever is called for.”

“All right.”

“Or you’re blocked – you can’t finish because you need a second opinion or something from somebody else.”

“Or third?”

“You have to stop to do something of a higher priority.”

“Ah, you see! I predict that is going to happen all the time!” Joe protested.

“No, the way we’re setting up the priority codes, it should not happen very often to you or the other analysts,” Sarah assured him.

“What happens when I need to think about something?” he asked.

“Go ahead and think! It’s part of the analyst process!”

“Suppose I need to think about it for a couple of days? A week?”

“Then consider yourself blocked,” said Sarah. “Look, I recognize there is a creative aspect to your job. But you need to focus on one thing as much as possible. Once you have a baton, run that race; don’t wander all over the track trying to run six or seven races at the same time.”

Joe sighed and looked around.

“What about my pile system?” he asked.

“You can keep your pile system,” said Sarah, deciding to fight only one battle a time.

“Molto bene,” said Joe.

The continuing struggles at F&D that spring were metaphorically more like guerilla ambushes and impromptu insurrections than pitched battles. One afternoon a lone analyst – not Joe Tassoni – threw a tantrum when asked about a design that should have been cleared three days prior, and the analyst stormed out. Happily for all, he returned the next morning and signed off on the clearance. That was about as dramatic as it got. But there were all sorts of little resentments and confusions and passive resistance, and these often hidden skirmishes went on through the summer and into the fall.

The most difficult thing, Sarah found, was getting people to subordinate their own needs, their own inclinations, their interests, their convenience, their predispositions, and so on to the needs of the system and the constraint – aka the analysts. Only if they did that would the system yield greater flow and become less chaotic. Even some of the analysts had trouble with this, brilliant though they were.

Most managers, especially the ambitious ones, want to show how good they are, want to show off, and they tend to do this by optimizing performance for whatever is under their own individual responsibility. Viktor Kyzanski was one to try to exploit this natural competitiveness – not the first executive to think of this, certainly not the last – often using billings as the overriding metric to bring it out. He would make it a game, as in which lab could be the most billable? This drove up billings; it also drove away all value-conscious clients. This had once been fine with Viktor; he wanted only the clients with the deepest pockets and the organizational largesse to spend freely. But now Viktor was facing time in the slammer, due to his personal despair over the backfiring of his winning strategy.

Yet Sarah was now faced with the burn-in of Viktor’s culture – as well as plain old human self-centeredness. Through these times, she found herself going head to head with those who didn’t get, or didn’t want to get, the new priorities. Part of the problem was that for the longest while she had trouble stating the priorities succinctly in public; she would bury them in rationality, and by then everyone forgot what she was saying.

At last, after a lunch with Brenda, she came up with some simple watchwords:

“Oakton First. Analysts First.”

That had a certain ring, and sort of caught on. Still, Sarah seemed to be forever going head-to-head – and she was usually a head shorter – with those like the kinetics lab manager who really didn’t like her priorities because they interfered with his schedule. After all, he’d been doing his own schedule for years; why shouldn’t he be the one to determine the order in which tests should be done?

“Your priorities are simply not efficient for my technicians!” he told Sarah.

And if it was not some headstrong go-getter with tunnel vision, it was the laid-back, vapid-minded techies on cruise control:

“I don’t see what difference it makes. It all has to be done anyway, so, like, if I’m doing centrifuge, why not do all the centrifuge? You know? Like, why do you want me to stop doing centrifuge and go do elastometer?”

Or:

“Oh, I forgot. You needed that today, didn’t you?”

These were often the smart people, too. Sometimes the less intelligent – the ones who did not question – got it quicker.

For Sarah Schwick, organic chemistry had always come easily. Human chemistry was much more challenging. She learned in this time that she had to be strong, yet gentle. She could not be a diamond; she had to be more like graphite.

It was easier at Oakton. Murphy Maguire had experience on his side, not only in an intimate knowledge of the plant itself, but with respect to running it successfully as an unbalanced system with Godzilla as the constraint. The major failing of the pre-Winner era – and it was hardly Murphy’s alone – was that inertia had become the limit to continued growth.

As one might expect, there was some confusion – and some carping – on the part of the workforce over the seeming waffle between the two messages. For years, during Murphy’s first tenure, they had been told that Godzilla’s schedule was law, and that everything else revolved around it. Then Kurt and Wayne told them that Godzilla had the same status as all other equipment in the line and that the M57 Line was setting the pace. Now they were told that Godzilla was back on top.

“Shoot, I thought we wasn’t spozed to pay no more spay-shul ’ttention to the ’Zilla. Spozed to be like ever-thang else. Why cain’t they make up thar minds?”

“Now, Tee-Jay, you just do what you’re told. It’s real simple. Even you can get this. We empty the ’Zilla; we fill the ’Zilla. Empty the ’Zilla, fill the ’Zilla. Fast as possible. In and out, in and out, in and out, real quick. Got that?”

“Sounds X-rated to me. But whatever y’all want.”

The Godzilla pit crew – of which Tee-Jay was a member – was back. And those boys were soon at the top of their game again. Turnaround time between emptying what had been processed, filling it again, and getting the big autoclave back into operation was reduced to single digits – less than ten minutes. This reduction meant that Godzilla, instead of doing eleven soaks per day, on average, could now do twelve. And this multiplied by six or seven days a week – every other Saturday was set aside for maintenance – meant that the single-digit changeovers were like gaining an entire production day extra every month. On an annual basis, with strong demand and full production, this was roughly equivalent to an extra two weeks of throughput.

One of the best things that happened due to Murphy Maguire’s sojourn to Rockville was that he could get on the phone to Sarah Schwick any time and she would take his calls. That had not been the case previously, as Murphy had no rapport with Viktor. If Murphy had any special requests, the only way that they would be honored was if B. Don made the call. After B. Don departed, that channel had gone away, whereupon most requests made by Murphy were ignored. But now Murphy could get through any time he so desired.

“The moral,” Murphy told Jayro, “is never underestimate the power of atomic buffalo turds.”

So one morning Murphy called and said, “Hey, Sarah, got a question. Is there anything that could be done from a technical standpoint about these twenty-one and twenty-three-hour soaks in the autoclave? Because I’m looking at the schedule and we’ve got seven of them coming right at us. Usually we don’t get but one or two in a month’s time. But now we’ve got seven. That is just going to kill us.”

Sarah understood the problem immediately.

“You can’t resize the batches, to try to combine some of them?” she asked.

“No, we’ve already done that. We’ve still got seven full-capacity batches going into Godzilla in one month. That’s like a whole week of production when we can’t process anything else.”

“Have you talked to Garth?”

“I have, and Garth says the dates have been promised. They are high priority. These batches have to go in.”

“Email the details and I’ll get back to you,” she said.

The next day Sarah called back and told him:

“On four of the seven, there is nothing that can be done. On the batch at the top of the list, it’s the design spec. The chemistry and the applications require a full twenty-one hours at the specified temperatures and pressures.

“The next three – you’ll love this – there is no compelling technical reason why those composites have to be in the autoclave for twenty-three hours. But they are government contracts, and twenty-three hours is contractually specified. I was told that it would take an act of Congress to change that.”

Murphy groaned and said, “Don’t you just love bureaucracy?”

“But here, maybe, is the good news,” Sarah said. “The remaining three batches are such that we might be able to play with the time-temperature-pressure ratios. Usually, the composites that have the long soaks in the autoclave are low temp and low pressure. But if we go to a higher temp and higher pressure, maybe adjust the ambient atmosphere, we can reduce the time spent in Godzilla.”

“Reduce by how much?”

“Don’t quote me yet,” said Sarah. “We have to do some testing. But we think we might be able to get it down into the six-to-eight-hour range.”

“That would be like going from three days down to one day,” Murphy said with exuberance. “That would help tremendously.”

“I’ve got Joe Tassoni on it. If Joe says it can be done, you can take it to the bank.”

“Um … hmm, you’ve got Joe on it? My only question is, when are we going to get it?”

Sarah laughed and said, “He’s much, much better these days. I mean, he’s still same old Joe Tassoni, but we’ve got him abiding by the relay runner rules. And his piles are smaller. Plus, I’ve got a new assistant helping him stay organized and on track. I think he likes her; she’s gained five pounds.”

“All right, we’ll remind Joe that any improvement to Godzilla helps his bonus,” said Murphy.

“He knows that. All the analysts know that Hi-T’s performance affects their bonuses.”

“Then you might add,” said Murphy, “that the next time I come to Rockville, I’m bringin’ ribs – Memphis style, the way he likes ’em.”

18

On a rainy Saturday, Amy walked into her kitchen and heard a kind of whirring-buzzing sound issuing from the basement. She descended the steps and peered into the laundry room, and there was Michelle. The washer was running, the dryer was spinning, but Michelle had also strung clotheslines wall to wall and she was hanging wet laundry on these. To speed the drying process, Michelle had set up a variety of electric fans, and the laundry was billowing in the breeze of these. Amy came in and at first just stared.

“The dryer can’t keep up,” Michelle explained in a deadpan tone, “so I am elevating the constraint.”

“What a smart young lady you are,” Amy told her.

“Well, I have to be, or I’ll be stuck down here all day and all night. Since we have to do Grandma and Grandpa’s laundry as well as our own, it’s almost twice as much.”

Zelda had had knee replacement surgery a week before and was recovering. Therefore, all laundry was being done at Amy’s house.

“If only my brother would help out,” Michelle grumbled.

“Ben is helping out. He’s watching your grandfather, which is no easy task these days.”

Amy reached for the basket of wet clothes and began to help her daughter.

“Elevating the constraint,” Amy said, “what a great idea.”

“See, you think I’m not listening when you talk about work,” said Michelle, “but I’m soaking up every word.”

“Right,” said her mother.

• • •

A full year and more had passed since that spring day when they had added a few new “leaves” and branches to the Turnaround Tree. And the tree was now full grown.

At Oakton, their chronic production problems were entirely behind them. With Godzilla identified as the system constraint and designated as the Drum of operations, and everything else synchronized to its performance, the system had become reliable and predictable. Once materials came onto the plant floor, they flowed quickly to the queue within the Autoclave area, the time buffer that Murphy and crew had calculated always ensuring that Godzilla never starved and was always full. When time inside the giant autoclave was finished, the WIP would flow through downstream processing with speed similar to the upstream end, and the time buffer to Shipping enabled finished inventory to be there when the trucks arrived. Only an equipment outage or some equivalent mishap could seriously disrupt the system, and with the preventive maintenance schedules that Kurt Konani established, with Murphy advising him where to focus, that was a rare occurrence.

The fixed-time-interval inventory system, based on a reliable time to replenish what had been consumed by actual demand, was in place. Advocated by Murphy Maguire, modeled and implemented by Jayro Pepps, and perfected by Wayne Reese and his Highboro staff, it had pronounced effect on both operations and finance. Inventory stocks were high enough to protect production – and Godzilla, the Drum, in particular – but low enough that the cash required to maintain them was way less than it had been. Depending on the material, the reduction averaged about 30 percent – and Wayne was working to further improve this on some of the more expensive materials. In times when credit became pricey and even difficult to obtain at all for other businesses, this would prove to be a tremendous advantage.

At Formulation & Design, under Sarah Schwick’s direction, the relay-runner work ethic meant faster flow. There was far less “pacing” as people, for whatever reasons, sought to stretch their workloads, and the hoarding of tasks for individual aggrandizement was severely frowned upon. In principle, the single-tasking discipline was similar to what was done in production at Oakton, but the simple priority system that Sarah had put in place enabled flexibility. At first the priorities were set mainly to speed design clearances to enable production. But Sarah then improved upon the system so that there was a prioritized pipeline of projects that were gated to the F&D work staff in a way that would limit concurrent demand for critical resources during the same window of time. The sequencing allowed projects that were coming due sooner to have priority over others in which time to report to the client was more ample.

And she now had a free hand to do what she had long thought was necessary, which was “fixing the loop.” However, she and her people at F&D did it not the way she would have done it a few years before – fiddling with this, and tinkering with that – but by establishing Joe Tassoni and the other analysts as the Drum of F&D and then buffering whatever would serve them best so that it would be in queue when they got to it. They had worked hard to be sure that when an analyst opened a project folder, everything the analyst needed to render an evaluation was right there. The analyst then did not have to send the project back into the labs for some missing test or a faulty array of data. As promised, they had removed from the analysts’ duties anything that an analyst did not have to perform. All of this combined meant that the analysts became several times more productive than they had been, even as the quality of their work improved due to fewer distractions, better input, and more time to focus on what was important.

Then in the second half of the year, Sarah found a rainmaker – a replacement for Viktor Kyzanski. He was Dr. Marvin Crest, a brilliant and distinguished scientist, and a failed entrepreneur. A small company he had founded had gone under, and he had taken refuge in academia. But Dr. Marv, as he soon became known informally, not only knew his science, he also knew how to close a sale.

Amy Cieolara gave Dr. Marv the title of president of Formulation & Design, as this was practically a requirement for dealing one on one with higher management in other organizations. But Amy kept Sarah Schwick as the operational head of F&D, and gave Sarah the title of director. Marvin and a small staff would get F&D in the door of potential clients, bring home the business, and then Sarah and the project managers would take it from there. Within months Dr. Marv had brought in three multiyear, multimillion-dollar research contracts from Fortune 500 clients.

Therefore, for all of those reasons, throughput had gone up. On the production side of Hi-T, there had been an upward spiral, as predicted by the Turnaround Tree: improved operations had pleased the customers, and pleasant customers had re-energized the sales force, who in turn had delivered more sales. Indeed, Oakton was converting sales orders into delivered goods at a faster rate than at any time before, and revenues ramped upward.

The same was true at F&D, with Sarah delivering faster and better fulfillment of obligations, and Dr. Marv being the catalyst to bring in new accounts to drive revenues. Given the vastly improved efficiency of Joe Tassoni – and the other analysts as well – they were able to get results “out of the building,” which had become Sarah’s mantra, at a faster rate, yet with superb quality and creativity. Again, throughput had increased.

At the same time, inventory and investment had been declining in a relative sense. Inventory in production had contracted thanks to the time-based reordering and the faster, smoother production output. At Rockville, the project inventory – the billable or logged hours against a given project, which could not be billed until certain payment conditions were met – was also down in a relative sense, because the flow was better. Reports were leaving the building quicker, and so were the invoices. As for investment, in both segments, no significant new plants or equipment had been added, so the business was earning more with the same investment – a thing of beauty in the eyes of any capitalist.

Operating expenses: also down in relative terms. Overall expense on the manufacturing side had actually risen slightly, mainly because payroll was higher, as Oakton had hired a few extra hands to protect speed. But in proportion to throughput, the increase was, in relative terms, a net decrease – which is to say that the gains in revenue and income far exceeded the amount added to payroll. And in Rockville, the elimination of Viktor’s salary alone brought down current expenses, as Dr. Marv was a fraction of his price. And no other significant expenses had risen because of what they had done.

So Hi-T had fulfilled its purpose. It was a money-making machine, a money-growing machine. In standard accounting terms – by generally accepted accounting principles, or GAAP – the picture was quite pretty. Revenue was up; cash was growing. Long-term debt was being paid down; short-term liabilities were down overall, as well as down relatively. And in the equity portion of the standard accounting equation, net income was gloriously blossoming.

At the end of the year, Hi-T had had the third best year of its existence, despite the slow start in the first quarter. The first quarter of the new year was recorded as the best single quarter ever in the company’s history.

And was Nigel Furst appreciative of these accomplishments? Well, he was not unappreciative. With almost no fanfare, he finally and officially deleted the interim from Amy Cieolara’s title, which was now “President, Hi-T Composites, Inc., a wholly owned subsidiary of Winner Corp.” Of course, the interim had never been there on her business cards or stationery or anything public. Still, she felt better having it gone from the internal files.

Plus, there was more! Nigel gave her a 5 percent raise. He was also charming and nice as he did so, saying he wished it could be more but that new austerity measures approved by Peter Winn forbade any executive raises above 5 percent. Amy just looked at her pay stub after the raise took effect, shook her head, grumbled to herself, and said nothing to anyone else.

Tom Dawson, perhaps, did better by her. The weekend after Amy was no longer “interim,” Tom gassed up his plane and they flew to North Carolina’s Outer Banks. He flew near Kitty Hawk and they landed on a little strip – a somewhat tricky landing due to the gusts that day – and he pulled two bicycles from the back of the plane for them to ride to the beach. And something else.

“Here,” he said, handing it to Amy, “you might need this down by the water on a day like this. Besides, you got that company of yours to fly; you might as well have the jacket.”

It was his Marine pilot’s flight jacket. Amy held it up and looked at the patches, the squadron patch on the right shoulder, American flag on the left, some garish other ones, and high center in the back: the U.S. Marine Corps mascot bulldog with jauntily tilted World War I helmet and a smoking cigar clenched between jaws.

“Wow, I should wear this to the office,” Amy said.

“They’d better get out of your way.”

“Ooo-rah!!” she yelled, putting it on.

He placed both hands on her shoulders to steady her, took something brassy from his pocket, then began to pin it to the jacket over her heart.

“Your wings?” she asked.

“My naval aviator’s insignia,” he said.

“Does this mean we’re going steady?”

“It might.”

19

“So the perennial question,” said Amy, “is, what do we do for an encore?”

The second quarter was drawing to a close, and Amy was holding a meeting of the Velocity Team minds – the usual crew: Sarah, Wayne, Elaine, Garth, and Murphy, plus of course Amy herself. As had become customary, they were meeting in the Hi-T trade show display conference room, which still stood on the Oakton plant floor next to Godzilla. Erected here the year before, it was never the original intent to keep it in the plant this long. Certainly Amy was no longer holding regular staff meetings here. But it had proven to be so handy for production meetings that it had never been taken down. Then someone had backed a forklift into it, severely denting one of the walls, and the industrial smell of the plant had gotten into the draperies and carpet – so it was never going to see a trade show again and Amy just said, “Keep it.”

So for the Velocity meetings, when they discussed how to keep the Reality Tree growing from a current reality to a stronger, better future reality, they always came to Oakton. Amy thought it worthwhile to keep reminding herself and everyone else that Godzilla was still the Drum of the business.

“We’re about to go into the second half of the year,” Amy was saying, “and I think that this could just be the best year Hi-T has ever had. We had a fantastic first quarter. The second quarter, based on the numbers I’ve been seeing, looks strong. If we can continue the velocity we’ve achieved – just to use my new favorite word again – we are going to be the best business in Nigel’s group. And wouldn’t that be sweet? So our objective today is to add some new branches to the old Reality Tree, and – what’s the matter?”

She was looking directly at Garth Quincy, who was squirming and frowning as Amy talked.

“You look like you’ve got indigestion or something,” Amy said.

“Well, we all know first and second quarters have been strong pretty much across the board,” said Garth. “But I have to caution you that my salespeople are reporting some softness here and there. This is particularly true in certain segments, like the construction and maritime markets.”

“Interest rates have been rising,” said Elaine. “So it’s obvious that the economy will cool down at some point.”

“How bad do you think it could be?” Amy asked Garth.

“Of course, I don’t really know. Probably not that bad. But I hate to see us get our hopes up and then the market won’t let us accomplish what we set out to achieve.”

“You know, Garth, we’re calling it the Reality Tree,” said Amy, “because we’re trying to keep a realistic link between the current state and the future state, whatever direction we decide is the best for the company and everyone associated with it.”

“My suggestion,” said Wayne Reese, “would be to look at our future from our customers’ points of view. We need to ask questions as if we were them. Questions like, ‘Why do I want to keep dealing with Hi-T?’ And, ‘Why is Hi-T the best choice?’ or, ‘Why is Hi-T the only choice worth considering?’ Then when we have the answers, we just have to do it. We have to make it real.”

“And we verify what we think, right?” asked Garth. “I mean, we verify as best we can that what we think they value and what they really do value – and will pay for – are the same. Because I know from bitter experience that what they say they want and what they really do lay down money to buy can be two different things.”

“Sure, but my point,” said Wayne, “is let’s align our future with the future of the customers and markets where we want to be.”

“Because it’s not going to happen any other way,” Murphy added.

“Exactly. The customer is always right, good times, bad times, no matter what the economy is doing at any particular moment.”

“Yes, I totally agree,” said Amy. “That’s a smart thing to do. So let’s look out into the future and I’ll play customer and pose a cornball question: ‘Amy, why is Hi-T the only good choice as a supplier to my company – Customer, Incorporated – for composite materials?’”

“Because,” said Garth, speculating, “I can get the best, high-performance composites designed, manufactured, and delivered in less time and for less money than it takes to get them from Asia or anywhere else in the world.”

There was a split second of silence followed by a chorus of hoots and howls.

“Right!” said Elaine. “Only when pigs can fly!”

But Amy wasn’t laughing.

“Now, wait! Think about what he just said!” Amy called out. “Take the first part – we already do that! We can debate what ‘best’ or ‘high-performance’ means, but let’s not quibble. The fact is we do design, manufacture, and deliver – on time! – quality composite materials that meet or exceed the performance expectations of our customers. And that’s a fact!”

“Excuse me, but I think it was the second part that tickled the funny bones around the table,” said Murphy. “The delivered in ‘less time’ for ‘less money’ than ‘anywhere else in the world’ – it was that part. Not that I wouldn’t love to have that happen, but I think that’s what got the rise out of us.”

“All right, let’s take that apart,” Amy challenged. “What about ‘less time’? Does a vendor with Asian-based manufacturing really have an advantage over us? Let’s just take transportation time and North American customers for starters. How long does it take a container ship to cross the Pacific?”

“I don’t know exactly,” said Wayne, “but Shanghai to Los Angeles? Last I looked it was around twelve days for a typical ship, not counting harbor or weather delays.”

“So we have a twelve-day, maybe a two-week headstart with all customers in North America, for anything coming across an ocean by ship. And for customers in Europe and South America, and every place except Asia, we’re more or less on equal footing as far as transport time. Do you see what I’m saying?”

“Sure, but what about everything else?” asked Elaine.

“Everything else? Okay, what about a vendor that does its engineering in Asia? What advantage do they have? They have email … but guess what? We have email, too. They have computers; we have computers. They have smart people; we have smart people. Where is their invincible advantage?”

“Well, payroll, of course! Salaries, wages!” said Elaine. “It’s all cheaper in Asia!”

“So they pay their people less. Why is that an invincible advantage?”

Elaine appeared to be about to have a conniption.

“Well … because! Lower wages mean lower costs! Higher margins!”

“Automatically? Just because you pay less in labor?”

“Everything else being equal! Of course!”

Amy, who was normally quite composed, was on her feet, pacing, those light brown curls of hers flying about her shoulders and green eyes flashing.

“Everything else is not equal, and it’s never going to be equal! And that is good, not bad. Because it means that if we do it right, we can stay in the game long into the future. There are many components to cost; there are many aspects to value; and there are many ways to compete. This business is based in Highboro, and while I’m president, at least, it will live or die in Highboro. Therefore, it is our job as managers to find the ‘inequalities’ that give us a strong advantage in the marketplace. If we have a competitor with low labor costs, then we have to create an advantage to counter that. And I commend Garth for giving us a goal that is, in my opinion, not unreasonable: doing what we do quicker and for less money than any other supplier in the world – with quality, with safety, with prosperity for every-one associated with this business. Now … how can we make it happen?”

And so they settled in for the day. By the end, they had another whiteboard covered with sticky notes and arrows – and there was hardly a doubt in anyone’s mind by then that if they advanced, leaf by logical leaf, branch by structured branch, they would create a sturdy future for Hi-T and everyone connected with the company.

The starting strategy was simple. In Amy’s words, “We will start by using our new strengths and speed in production and inventory management as a platform to build marketplace advantages for ourselves and our customers.”

Next, they conceived of their customers as being in three general groups: existing accounts, lost accounts that could be regained, and new accounts that had not yet done business with Hi-T. They then designed offers and capabilities that would appeal to any or all of these groups.

From these basic strategic decisions flowed a variety of specific initiatives:

Injection: We build supply chain alliances to help our customers win against their competitors.
Because of this …
We gain special, strategic relationships with our best customers.

With their new expertise in time to reliably replenish, they could create working relationships that could tremendously increase the value to the customer in ways that traditional sales and purchasing could never achieve. They would look into the markets that their customers faced, and help those customers increase their own velocity toward their goals.

In related fashion, they would offer vendor-managed inventory services, either free, for the biggest accounts, or for a modest charge. Rather than the customer having to devote resources to keeping track of consumed stocks, computer linkups would accomplish that and automatically trigger the necessary orders. This would be less strategically intimate than the alliances – although it could also augment them – but it would still help build a close and secure relationship.

Injection: We use our new inventory management skills to offer vendor-managed inventory to customers.
As a result …
Mutually advantageous customer relationships build long-term sales.

Unfortunately, the effects of the Winner acquisition had been such as to drive away a number of accounts. The long lead times, the missed shipping dates, and other aggravations had caused some customers to express their displeasures with their feet – and leave. But Garth and a number of the salespeople in the field felt that some of these lost accounts could be brought back, given that the causes that had brought about their departure were now remedied. The problem was, how could they convince them? And so …

Injection: We offer “promise kept or the penalty is on us” types of guarantees.
As a result …
Customers believe in our sincerity and place orders, which leads to repeated, long-term sales.

The idea was that there would be guarantees offered to these lost customers that would inflict a substantial penalty on Hi-T if shipping dates were missed or if a quality issue caused dissatisfaction. Amy was nervous about this one, but when Murphy and Wayne agreed the risk could be minimized, she signed off on it.

Then there were potential new customers. Garth’s sales force would of course continue to make presentations and seek relationships with the larger users of composites – the “biggies,” as Garth called them. But there were plenty of potential customers that the sales force could never get to. Most of these were smaller companies and distributors, and a lot of them were offshore in faraway markets. So the question became how to reach them, draw them in, and then service them efficiently. The answer was to create a buy-direct presence on the internet.

Injection: We create web-based mechanisms for buy-direct purchasing offering incentives and do-it-yourself inventory control.
Because of this …
We bring in smaller-volume customers at low cost to us.

But what could not be neglected was the matter of good ole innovation – finding new offerings in composite materials that could be patented by Hi-T, would offer razzle-dazzle in the marketplace, and might be difficult for competitors to knock off and create generic equivalents. Sarah Schwick championed this injection, and she tried to do so tactfully, because in fact it had been neglected. B. Don had been conservative in the innovation realm, content to grow slowly with existing and conventional offerings. The Tornado, in his fixation on the short-term pop, had killed most of what B. Don had going. And until now Amy herself had had too much to deal with to give serious thought and investment to pioneering tomorrow’s cutting edge, whatever it might be.

However, it was Sarah’s opinion that buried in the scads of archives at F&D there might already be a few candidates. These consisted of research and development conducted years ago – promising stuff, some of it – that had been shelved and forgotten about because Viktor, for all his lip service to Science, was more interested in current billings, or there was no client available interested in forward-going funding to finish development, that kind of thing.

“But,” said Sarah, “if we find even one worthy candidate that opens up a whole new market for us …”

“We’d be golden,” Amy said, finishing the sentence.

“And for a fraction of the cost of starting from scratch,” Sarah added.

“Let’s do it,” said Amy.

Injection: We seek “hidden assets” in the form of past proprietary research that can be used to bring impressive new market offerings in shorter time and smaller investments.
With this accomplished …
We know whether to fund advanced new research or develop promising new products for future sales.

Yet one of the most effective initiatives – in terms of a quick, positive, and lasting effect on the bottom line – came in the form of disincentives for certain types of products. That is, getting customers not to buy products that robbed Hi-T of throughput – while providing them with good-value alternatives that did contribute to much higher throughput, that is, of course, the rate at which orders became transformed into cash.

This came about due to those twenty-one and twenty-three-hour processing soaks in Godzilla. If there were just a few of them, they would be scheduled for a weekend, when the effect of Godzilla being tied up for an entire day with a single batch would have minimal impact on the total production system. But if there were a lot of these coming in the span of a few weeks or a few months, as Murphy pointed out, it just played hell with Godzilla’s output and therefore the throughput of the system.

“And the crying shame is,” said Murphy, “that our wonderful customer who specifies these long soaks is paying just pennies per pound more than composites requiring only a two-hour soak. Some cost engineer years ago figured out that the customer ought to pay more due to higher energy consumption over twenty-plus hours versus two hours. But that is almost completely beside the point! The real issue is that these long soaks are tying up Godzilla, and therefore the entire Oakton facility, and the throughput of the entire company! And what do we get out of it? A couple hundred bucks extra! That’s it!”

“And there is no need for it in a lot of cases,” said Sarah. “Years ago, there might have been value added from a practical or technical side of things. But with advances in resin chemistry, fiber, and so on, most of the time, with our knowledge anyway, we can accomplish in the autoclave whatever has to be done in a lot less time.”

“Honestly, the ones who insist on the long soaks should be paying,

like, ten times what everything else with shorter soaks are priced at!” Murphy said.

“Um, the trouble,” said Garth, “is that one of the major customers that insists on the long soak happens to be our good friend, the United States Navy.”

“Hmm. Yes, I’d say this is a dilemma,” said Amy. She thought for a moment, then concluded with, “Let’s do this: let’s revise or create a new standard that uses up less Godzilla time. And we will give anyone switching to the new standard a nice discount for some reasonable time. I will then personally talk to Admiral Jones and give him a heads-up. And I suspect it really won’t take an act of Congress to get the spec changed. If nothing happens, then we do have to raise the price. Because a full day of system time is phenomenally expensive.”

Injection: We install disincentives on products that have adverse effects on throughput, while offering alternatives of good value for customers accepting choices positive to increased throughput.
With the result that …
Customers get a bargain and our throughput increases.

20

For Wayne Reese, seeing was believing. What he saw over time, and concluded to be true, was that Lean – and Six Sigma – functioned better within the framework of Theory of Constraints than without it. This was because the tenets of TOC could quickly establish a stable system, which Lean and Six Sigma could then improve – but with a perspective derived from the system constraint. With that guiding, “true north” sort of perspective, there was a more meaningful context for deciding which points of the improvement compass mattered most. Lean and Six Sigma could then be – and were, under Wayne’s new handling – focused upon what would deliver the best system results. It was no longer a matter of eliminating waste for the sake of eliminating waste. It was no longer a matter of finding the “biggest” wastes, because without the concepts of a system constraint and the money-making measurement of throughput, it was hard or impossible to know what the biggest wastes truly were. It was a matter of looking at the system constraint, and what affected its output – which determined throughput, and thereby the operating profit of the company – and making the LSS choices based on what would yield the best results.

So while Murphy Maguire, Kurt Konani, and Jayro Pepps were working mainly from an agenda centered on Oakton, Wayne was working in concert with them, but rather from a concentric circle one magnitude larger. He was working on things outside the Oakton circle, like finished products storage and ordering – optimizing the replenishment of stocks so that orders for these would flow within the stream of custom composites. He was integrating the new web-based ordering so this new river of orders – well, more like a creek at first – would automatically take account of Godzilla’s processing abilities before promising a delivery date. And any number of other things in addition to merely dealing with the administration of the overall operations function.

One day, an email came to Wayne:

From: Kurt Konani
Subject: Baby ’Zilla

At the top of the message, Kurt had written the single line, “Isn’t it so cute!”

Below this was a photo of a decidedly uncute, perhaps anti-cute, ugly, cylindrical piece of industrial equipment. It was an autoclave, perhaps a third to half the size of Godzilla. As it turned out, some glass-products maker in Chattanooga was closing down and selling off its equipment, and the autoclave, which was fairly new and in good condition, was for sale. Below the photo, Kurt had listed the specs, and then asked the question:

“What do you think?”

Wayne picked up the phone. What Kurt wanted to do was install this second autoclave – “Baby ’Zilla” – next to the humungous Godzilla so as to add capacity to the Drum and system constraint. What could be wrong with that? But fearing that Murphy Maguire might cut off the discussion before it even got started, Kurt had sent the photo to his old ally, Wayne, first.

Of course, Wayne knew that Murphy ultimately would have to be included in the decision. And Amy Cieolara as well. Amy insisted on being involved in any decision that directly affected Godzilla and the performance of the production system.

So the four of them met soon after the photo made its rounds. Kurt laid out his case. The technical merits of the proposed Baby ’Zilla were good. It would not do all of the exotic and proprietary things that the larger Godzilla would do, but as an auxiliary, it was acceptable. The price, too, was a bargain. Yet Murphy was reluctant to give the green light.

“Come on, Murph! What’s wrong with some extra capacity on the Drum?” Wayne asked. “You say we need protective capacity everywhere else; why not add to Autoclave?”

“I’m not absolutely saying, no,” said Murphy. “But I am asking, what is the effect on the system going to be? We definitely know that buying this equipment is going to add to investment, and if we use it, it’s going to increase operating expense. What is it going to do to throughput?”

“Obviously,” said Kurt, “it should increase throughput.”

“Why?”

“Autoclave can process more!”

“So you are planning to use the Baby ’Zilla?” asked Murphy.

“Duh?! Yeah! Of course we’re going to use it!” said Kurt.

“Well, that’s what concerns me,” said Murphy.

Amy jumped in at this point, saying, “Garth Quincy has been telling me that the marketing-sales injections we came up with are having the desired effect – even in what appears to be a softening marketplace. Don’t we need to increase the capacity on the system constraint – the Drum – in order to reap the benefits of those new sales? And if we don’t, aren’t we going to risk disaster if we can’t deliver on those commitments?”

Murphy nodded, and said, “Yes. There is a risk. No question. However, there is also a risk if we add capacity to the Drum to the extent that Godzilla is no longer the system constraint.”

Kurt was now confused and frustrated.

“All right. Time out,” Kurt said. “Pardon me, but I don’t get it. We want growth, right? So we need to elevate the system constraint to accommodate the growth. At some point, yes, there is enough capacity in Autoclave that Godzilla is no longer the system constraint. I’ve got that much. Isn’t that necessary and good? Shouldn’t we be trying to do that?”

“Let me tell you a little story,” said Murphy. “Back in the days of yesteryear, when B. Don was president, we both read that book called The Goal, and we figured out a plan. In those days, like most people, we thought that constraints were fundamentally bad. They had to be recognized, but then they had to be eliminated. And we realized that if we did that and continued to push production, a new constraint or bottleneck would occur.

“Now, in The Goal, there is a Boy Scout hike that is an analogy for a system with a purpose to achieve. And there is a chubby kid named Herbie who is the bottleneck to the progress of the Scout troop trying to reach its campsite for the evening, because Herbie is the slowest kid and determines the speed of the hike. Anyway, B. Don and I came up with a strategy called Herbie-busting. We would elevate the constraint, and as a result the Herbie would move somewhere else. And then we would bust open the new Herbie, and the system constraint would again move, and so on and so on.

“Well, every time we did that, undesirable things would happen. In those days, the Herbie – or the Drum as we say now – was not in Autoclave. Back then we had four other autoclaves in addition to Godzilla. And we would stagger the processing so that one autoclave would be being emptied while another was being filled and the others were running. The Herbie at that time was in Coatings. So, we go in and we add capacity to Coatings, ramp up production, and the production constraint then shifted to Lamination. What did we do? The same thing. We added some dandy new equipment to Lamination, ramped up again, and then the constraint went to Final – and so on.

“Each time we busted the Herbie, we gave ourselves problems. There was confusion on the floor, and in scheduling, and even between B. Don and me. And there was a always a period of chaos until things got sorted out – any number of unwanted consequences. When the constraint shifted to Final, that was a nightmare, because of the complexities of setting up the equipment in Final.

“So at long last, B. Don and I put our heads together and we said, ‘We’re going to nail the Herbie down in one place, keep it there, and run everything else accordingly. And that’s what we did. We specifically picked Autoclave because the length of the process time made it a natural constraint – and it is relatively simple. Once the stuff is inside, it cooks for a specified length of time, and not much can go wrong. Trust me, because my name is Murphy, never choose to locate a system constraint where lots of things can go wrong.

“Once we’d picked Autoclave, we deliberately began shutting down the other autoclaves to limit capacity. Everyone thought we were nuts, but it worked. Eventually, we got completely rid of three of the autoclaves – because we had optimized Godzilla so that it could do everything we needed. For a while, we kept one other autoclave as a backup, in case Godzilla was out of service for some reason. But then the Tornado made me get rid of it. ‘You’re only using one! Why do you need two! Sell it!’ O-kay. That’s what we did.”

“It’s funny,” said Amy, “but I remember B. Don telling me, ‘We nailed the Herbie.’ At the time, I had no idea what he meant.”

“And so the moral of the story,” said Wayne, “is keep the Drum in one place.”

“Yes,” said Murphy. “If at all possible, make sure the Drum stays put.”

Kurt cleared his throat and said, “I understand now where you’re coming from. But doesn’t it make sense to get this used autoclave and at least have it on hand if we really need it – as in, if it will increase throughput?”

“Kurt – and Amy – your points about being able to service increasing sales are compelling,” said Murphy. “So my suggestion would be, yes, let’s install the Baby ’Zilla. But let’s also be very careful about when and how we switch it on. Because if the Drum starts emptying the Buffer, so there is waiting for something to process, then we’re back to making trouble for ourselves. The Drum must stay the Drum, and the Rope – the release of materials in synch with the rate of the Drum – and the Buffer must always supply full loads for the Drum to process.”

“Everyone agreed?” asked Amy. “Then let’s do it.”

“All right,” Wayne said to Kurt, “looks like you’re on your way to have a look at Baby ’Zilla.”

Admiral Jones had a bearing that could suddenly become as intimidating as forty-foot whitecaps in a heavy gale. But on that day in October when he came to Highboro, North Carolina, to ceremoniously award to Hi-T Composites a multiyear contract renewal, the Admiral was as ripply and bright as the Caribbean on a sunny day. For Amy Cieolara, it was a tense, yet happy occasion as she guided the entourage through the Oakton plant tour, then to a catered lunch where Nigel Furst joined them, then to a brief press conference outside Highboro city hall.

On the business page of the Highboro Times the next morning, above the fold was a photo of Admiral Jones shaking hands with Nigel Furst, the two of them flanked by a United States congressman and the mayor of Highboro. At breakfast, Amy showed the picture to Ben and Michelle.

“Mom, where are you?” Ben asked. “Weren’t you there?”

“I was there,” Amy asserted, pointing at the picture. “See, that’s the top of my head just on the other side of Mr. Furst’s shoulder.”

“Well, that’s not fair,” said Michelle. “You did all the work.”

“No, sweetie, lots of people did the work to get that contract. I’m just happy we got it.”

“Is it for a lot of money?” asked Ben.

“Yes, although it’s actually less in total dollars than the contract before this one.”

“Does that mean your company makes less?”

“If all goes to plan, we’ll make slightly more money, in what the accountants call net income. But the dollars the government spends will be less than before. It’s a good deal for everyone,” said Amy.

“How can you do that?” asked Michelle. “How can you make more on less?”

“Haven’t you noticed?” her mom said. “I’m getting smarter every day.”

On January 3, 2008, the price of Winner common stock closed at $82.02, the highest it would ever be for the coming year. From then on, the price began a descent that was nauseating for any brave investor stubbornly holding Winner shares. By early April, it was hovering around $57 per share; by late April, the price would not rally above $39 – a drop of 50 percent in four months. And it would get worse.

Through the spring and summer, the full exposure of the Winner financial services group to mortgage-backed securities and other derivatives became known, and the stock continued to tank. But the financial services mess, though the main cause of the decline, was not the only cause of Winner’s misfortunes. All those years of borrowing to finance expansion and to cover up mistakes had saddled the corporation with debt, and servicing this debt was now like a poor swimmer being caught in an undertow, as cash flow fell and cash reserves were drained. This was, after all, the same management culture that had produced Randal “the Tornado” Tourandos, master of the short-term pop. There were other, less-gifted tornadoes spread all through Winner. When faced with anything short of a bullish economy, they had little idea what to do. For 2008, the business strategy of nearly every Winner company seemed to consist of across-the-board layoffs, ever more draconian cost reduction, and wait it out. Hope for better times, like, soon.

It was in this environment that Hi-T Composites turned in one of its best years ever. While all the other Winner executives by midyear had slashed their forecasts – and were joking darkly about slashing their wrists – Amy Cieolara modestly reduced the forecast for Hi-T, and then beat it handily.

“How?” Nigel Furst asked her at the end of the third quarter. “How are you doing it? These numbers are on the up and up, are they not? Every other president in my group is either declaring losses or in any case is way behind in comparisons with other years. Here you are, slightly ahead of where you were this time last year, in a much better economy, and a mile ahead of where you were a few years back.”

The answer, as Amy explained, was not one-dimensional. But the Reality Tree strategy for the future that she and others had put in place was still working. The alliances Hi-T had forged with certain of its customers to help them beat their competitors were now paying off on both sides – enabling the best of Hi-T’s customers to gain share as their competitors withered in the bad times, and strengthening Hi-T’s own sales. Likewise, any customer who had taken advantage of Hi-T’s vendor-managed inventory capability was in a stronger position because of it. Hi-T’s own time-based inventory replenishment was keeping its own inventories quite low compared to historic levels – a key advantage in these recessionary times. Encouraging customers to opt for standardized products had helped reduce costs on both sides of the buyer-seller fence. All of those were working well.

And then there was dumb luck. Or more to the point, there was capitalization on dumb luck. Sarah Schwick had had a few trusted people at F&D go through the research archives, and among the few gems in the rough they had turned up was an old, yet innovative design from the 1980s for a composite with photovoltaic properties. The design had been shelved back then due to high manufacturing costs and minimal market appeal due to the then-low costs of fossil fuels. Times had changed. Amy ordered a manufacturability analysis, and the Juicebug, as it came to be code-named, was now much cheaper to manufacture and the potential market, for the price, absolutely huge. F&D’s Dr. Marv had a test quantity manufactured, then took this to a solar company in California, which ultimately ordered 1.7 million of them from Hi-T to be used in a pilot project.

Garth Quincy and the rest of the Hi-T sales force scored their sales gains. Even in a recession, there are secular growth trends – and, just as with the Juicebug, renewable energy was one of the themes that was working. There were the composite airfoils for wind turbines, the composite casings for electric vehicle batteries, and composite components for a new “sea engine” that used wave energy to make electricity. And there were orders for composites going to, for example, pipelines in extreme environments. Sales and stock prices might be down, but there were those with money to invest for tomorrow, and they were still judiciously spending. The ability of the customer to buy merely in the quantities needed, and still get quick fulfillment, was a key factor in Hi-T being chosen for all of those.

At Oakton, in the meantime, Baby ’Zilla had been delivered. And installed. But except for a few test runs, “BZ” was being kept nonoperational until the production constraint – still Godzilla – truly had to be elevated. As a result, the system was running well, with the Drum-Buffer-Rope of TOC giving framework for Lean Six Sigma improvements – in production and throughout the company.

Thus, as 2008 progressed and the heads of most Winner businesses myopically pored over measures of cost cutting, Amy Cieolara and her crew actually grew the business. At the highest levels of Winner, there was indeed praise for her and Hi-T’s accomplishments. Peter Winn, confronted daily with an abysmal stock price – a low of $6.13 in October of 2008 and a rally to $12.57 by year-end (Gasp! It doubled in just three months’ time!) – as well as abysmal headlines, was keeping close watch on Amy Cieolara. He needed her.

So it happened again. It was late in January 2009, and this time Amy Cieolara was not snoozing on a meetingless morning. She had slipped out of the office and was picking up Girl Scout Cookies for Michelle’s troop. The world economies were still reeling; even cookie orders were down from the year before.

Still, the entire backseat and trunk of Amy’s BMW were filled with boxes of Tagalongs, Thin Mints, Trefoils, Samoas, and every other Girl Scout Cookie variety. She just was about to drive away when her cell phone played its little jingle.

“What’s up, Linda?”

“Peter Winn’s office just called. He wants you to come to New York right away, and he’d like you to stay and have dinner in Manhattan tonight.”

“Oh, for crying out loud,” Amy said. “Doesn’t this guy ever plan anything in advance? I should get him a calendar for his birthday.”

“They’ve offered to send a plane to pick you up. So I guess it’s pretty important.”

Amy sighed as she thought this over, then said to Linda, “All right. You know what to do. Cancel everything for this afternoon and tomorrow. Get me a hotel, nothing ridiculous, but not next to the boiler room – or the elevator.”

“They say they’ve taken care of all that. Their only question was, when would you like the plane to arrive?”

Amy drove home and moved all the cookies out of her car and onto the dining room table. As she was packing for New York, she called Tom Dawson.

Since his African misadventure, their relationship had been stable, more or less. But Tom was forever flying off to hunt elk in the Rockies or go fishing in the Gulf – typically with one or more of his Marine buddies, not with her – and in between he was running his aviation business, which also took him out of town for a day or two at a time. And she was forever working into the evenings and weekends, or traveling on business, or doing something with Ben and Michelle, or helping with her parents’ medical issues. Yet somehow in the past year or so, she and Tom had settled into a comfortable pattern that almost resembled domesticity – whenever they were both in town, that is.

“Hey, are you going to be around tonight?” Amy asked him over the phone.

“Why? You’re looking for some hot romance?”

“Unfortunately, no. I have to go to New York on short notice.”

“So you’re looking for a pilot?”

“Um, no. I’m looking for someone to stay with my kids. I’d ask my mom, but she’s been having a lot of problems with Dad at night. Can you do it?”

Tom sighed. “Sure. Gotcha covered.”

“And could you and Michelle deliver Girl Scout cookies tonight?”

“No problem. Anything else?”

“That’s it. I’ve got to run. Thank you. We’ll do something fun this weekend, I promise.”

“Yeah, I’ve heard that before,” he said – as in fact, he had.

When Winner’s sleek, ultrafast Cessna Citation X landed in New York, there was a silver Mercedes with a driver waiting for Amy. The driver was a fit young man wearing a jacket, white shirt, and tie – and he was not only polite, he was cheerful, making pleasantries with her on the drive into the city. The Mercedes used the private entrance; an ordinary-looking, heavy steel, garage-type of door rose as they approached from a side street, and the driver took them straight into the building. Riding the mahogany-paneled executive elevator to the fifty-ninth floor, Amy said to herself, I could get used to all this.

No, responded an inner voice, a deeper voice. It’s nice, but it’s really not me.

Amy had by then phoned Peter Winn’s office, and had been put directly through to him. In their brief conversation, his tone was gregarious, even gracious, but he would divulge absolutely nothing about the reasons for her summoning. So here she was.

Mr. Winn’s assistant presented confidentiality agreements for Amy to sign. Once Amy had done this, she was ushered into the chairman’s inner sanctum, where Peter Winn awaited and greeted her as she walked across that enormous oriental carpet. Peter was looking rakishly handsome as always, and yet Amy detected traces of fatigue in his face. His trimmed red blond hair was decidedly more gray than Amy remembered.

“How was your trip in? Everything enjoyable, pretty much, wasn’t it? You know, the X is my favorite of all the air fleet, really is. Others are bigger, and you know, plusher, roomier, but nothing is faster than the X. I should have had the pilot do a high-performance takeoff for you. Have you ever experienced a high-perf takeoff? Really something. You can feel yourself being just, you know, almost slammed into your seat – the power of those twin Rolls Royce engines just spooled up and released, you know. But times being what they are, you know, price of jet fuel and noise regulations and all that … well, another time.”

All the while they had been chatting – that is, he had been chatting, Amy essentially just saying, “Hello!” – Peter Winn had been leading the way through his office and into a smaller side room, more intimate and more casual than his stately main office. The decor in here was more like an upscale suburban living room, with comfortable loungelike furniture and a huge flat-screen plasma TV, and – Amy noticed, her son having educated her – all the serious video-game machines of the day: PlayStation, Xbox, Wii, and a Falcon Northwest Fragbox. This, she sensed, was where Peter Winn came when he just needed to shut it all out.

Yet there was someone else here. Rising to greet Amy was a mature, elegant woman, perhaps sixty years of age. She was tall, thin, wore a tweed, yet also rather formal, suit with a light salmon blouse beneath. With a sincere and great smile, she came toward Amy, extending a hand with long white fingers and perfect nails.

“Mrs. Diana Boule,” said Peter, introducing them, “this is Ms. Amy Cieolara.”

“Amy! So very good to meet you,” said Diana.

“Thank you, and very nice to meet you as well, Mrs. Boole,” said Amy.

“Wonderful, and please, by all means, call me Diana.”

Amy was connecting name and face as they spoke, and the memory flashed upon her of this woman being on the magazine cover of Fortune or Forbes or maybe both. But Amy could not recall immediately the reason for Diana Boole’s celebrity.

“Well!” said Peter, having introduced them. “I’ll just let you two get acquainted.”

And with that, Peter Winn departed back into his main office, closing a door behind him.

“Please, Amy, have a seat,” said Diana. “I am sure you are wondering what all the fuss is about.”

“Yes, well … Peter – Mr. Winn – has told me nothing.”

“Good. That’s as it should be. So let me fill you in,” said Diana. “I am the head of a private equity concern called Boole Group Partners. The partnership owns outright, or has a controlling interest in, a … well, I wouldn’t call it small, but a limited portfolio of companies. Which is all to say, we invest. We are investors; we are not traders; we are not flippers; we are not a hedge fund. And we are not vultures; our purpose is not divestiture. None of that. Rather, we simply invest in successful companies with superb management – making the investment when the right opportunity presents itself, and when the terms for us are favorable.”

“I see,” said Amy, wondering what Peter had set up here, wondering if this was just a pleasant trap of some sort.

“Peter assures me there are no microphones in this room,” said Diana. “No bugs of any sort. So feel free to speak freely at any time.”

“I will, but I’m just trying to sort things out,” said Amy.

“Of course you are, and you have nothing to fear,” said Diana. “Boole Group Partners has honed its investment philosophy along the lines of Warren Buffet and Benjamin Graham. We are in for the longer term. We do from time to time sell businesses, if we sense their business models have lapsed and cannot be repaired. But we prefer to avoid selling. And we do not meddle. We do not micromanage. We listen; we state our expectations; and then we get out of the way and let that superb management, that we nurture and prize so dearly, go do the job.”

“That sounds very … wise,” Amy said.

“I am glad you think so,” said Diana. “Because the Boole Group Partners has made an offer to purchase Hi-T Composites. The price is a good one for Winner, a realistic price, not the premium that Peter would prefer, but these are not the times for that. Anyway, the mechanics of the deal are straightforward. Winner desperately needs cash to recapitalize its financial services unit and Hi-T is about the only Winner business anyone with a brain might want to buy. And I have the ability to write a check for the whole amount – not that I would, of course – which puts me at the head of the line.”

“Has Mr. Winn agreed to the sale?” asked Amy.

“Yes. Winner and Boole Group Partners have reached an agreement in principle – on one condition, my condition: that you, Amy, remain in position as president of Hi-T and as its chief executive officer. Hence, our private conversation here today.”

Diana and Amy spoke with each other for an hour or so, then met with Peter and his legal staff. By the end of the afternoon, it was a done deal. The formalities would take a while, but these were mere details. Hi-T would go to the Boole Group Partners, an undisclosed but large amount of cash would go to Winner, and Amy Cieolara would become president and chief executive officer of Hi-T with compensation that could make her quite a wealthy woman in her own right over time.

Amy spent the evening with Diana Boole in her penthouse on Manhattan’s East Side. They were joined by Diana’s husband, a sculptor – somewhat accomplished – who played no role in the business, and several of the Boole Group partners. The Booles’ private chef prepared dinner: a simple, yet superb coq au vin as the main course served with a magnificent Côte d’Or red burgundy. Amy allowed herself two glasses, and would have loved to have enjoyed more, but for the need to remain sharp. She slept in the Booles’ guest apartment, as a light snow drifted past the bedroom windows.

The next morning, Amy got a text message from Tom:

Kids in school

Cookies delivered

Mission accomplished

When the plane returning her to Highboro touched down, she saw that Tom’s Beech Baron was missing from its usual place. He was off again, who knew where, maybe on a charter, maybe just gone fishin’. She felt a pang of disappointment as she drove to the office. She grumbled silently to herself that whenever she most wanted to connect with him, he never seemed to be around. But then, she asked herself, how could she complain after she had just trusted him to be with her kids?

Back to ordinary reality in downtown Highboro, no one had any notion of what had transpired the day before. Amy was in her office, reviewing the fifty or so emails that had accumulated in her absence, when Linda came in.

“What happened in New York?” Linda asked.

“Sorry, I can’t say anything for a few more hours, not until the official press release with the announcement goes out,” Amy told her.

Worry instantly clouded Linda’s young face.

“Is it bad news?” Linda asked. “Can you just tell me that?”

Amy stood up and wrapped her arms around her assistant, embracing her.

Then with a huge smile, Amy said, “Linda, the news this time is outstandingly, fantastically good.”

Nearly everyone on the Hi-T leadership team – the “V Team,” as Amy was calling it – remained with the company. The one exception was Kurt Konani, who accepted an offer from Winner to help turn around one of its worst operating units. It was a good opportunity for Kurt, and everyone wished the best to the Hawaiian as he departed – with Amy telling him to feel free to call any of them if he needed second opinions on anything. But Kurt moving on enabled Jayro Pepps to move up and become plant manager at Oakton, a well-deserved promotion for him. Aside from those changes, the V Team remained intact, much to Amy’s relief. And she made certain that all of them had opportunities and incentives to share in the long-term success of Hi-T.

“Mr. Tom.”

“Yes, Ms. Amy.”

“Do you realize that both of our first names have three letters?”

“Is that a fact?”

“It is a fact. Amy … Tom … three letters each. And do you know what that means?”

“I have a feeling you’re going to tell me.”

“It means,” Amy said, entwining her arm around his, “that we must be made for each other. You know, like fate. Like destiny.”

Tom raised himself up and regarded her. They were slouched on the sofa at his place. An empty pizza box lay open on the kitchen table. The March Madness college basketball tournament was in progress, and in an hour the Tar Heels would be playing a televised game. Amy, with no particular guile, but fortified by a couple glasses of zinfandel, had decided it was now or never – time to at least plant the seed.

“Where is this going?” Tom asked.

“Well, let’s put it this way: do you realize we’ve been going together now for three years?”

“And what? You’d like to try for four years? Great, so would I.”

“No, Tom, I’d like to try to make it for life!”

“Oh, good Lord.”

“That’s right. I am bringing up the ‘M’ word.”

“Why? How is marriage going to improve what we already have?”

“Let me count the ways. For one thing, we could share a house and a bedroom together.”

“We could do that now, Amy.”

“No, not with me. I have a reputation; I have responsibilities. I am a straight arrow. It has to be legitimate.”

“Amy, come on. We have a great relationship! We love each other, we have fun together–”

“When we are together.”

“That’s as much your fault as mine – if it even is a fault. I mean, yes, I have some kind of whatever it’s called … wanderlust. But what about you? If we were to get married, would you give up traveling on business?”

“Well, I couldn’t.”

“And yet you would expect me to give up things I really enjoy, things that make me happy?”

“Now, wait a minute. I’m not saying, ‘give them up.’ I’m saying–”

“Right. You’re saying, hand in your freedom.”

“I am not!”

“Amy, you are a smart, witty, green-eyed beauty of a woman, who is a workaholic, too responsible, and usually too tired to stay awake past nine thirty. You won’t go or can’t go to even half the places I want to go, or do all the things I want to do. So why don’t we just leave it the way it is, and enjoy each other when we’re together?”

“Because – you want to know the truth? It’s not good enough for me.”

“Oh! Not good enough! Well!”

“Tom, I’ll tell you who you are. You are a funny, handsome, good-hearted man, who has some kind of moth-to-flame addiction to adventure, possibly has a death wish, and is too independent and way too competitive. And you won’t commit. Just what I want in a husband. Actually, why am I even interested in you?”

“Wait a minute. What do you mean I won’t commit? I committed to the Marines! I committed to my first wife – who left me, who was miserable!”

“All right, I take it back. You can commit. You just can’t commit to me.”

“I am committed to you. I love you. It’s just that we’re … you know, different people. And I know what’s going to happen. You’re going to want me to stay home and putter around the house or something, and I’m going to want you to take off work and fly to the Keys or something and you’ll have some quarterly report that has to go out. And, you know what? We’ll be at each other’s throats.”

Amy felt tears welling up – because she knew there was truth in what he said.

“I won’t try to change you,” she said, fighting the urge to break down.

“I just don’t believe you,” he said.

“Well, I guess it’s over then,” she said.

“I guess it is. I want my flight jacket back.”

“You can have it back. No problem.”

She stood up.

“Good-bye.”

“Be seeing you,” he said.

“No, I don’t think so.”

Amy strode toward the door. She opened it. She hesitated. She almost looked back. Then she stepped outside into the rainy evening. And then she stopped.

His arms enveloped her from behind, lifted her in a bear hug, so she could not move. She kicked backward at his shins, but he just held her there.

“Just let me go,” she said.

“Not a chance,” said Tom, his lips on her hair, next to her ear. “Some way, some how.”

“Some way,” Amy allowed. “Some how.”

The wedding was three months later, a June wedding in a small chapel in the mountain foothills on a day blessed with gentle breezes and blue skies.

On the bride’s side of the aisle was of course Amy’s personal family. But everyone else was, well, the Hi-T family: Clarence “Murphy” Maguire, Wayne Reese, Elaine Eisenway, Jayro Pepps, and Garth Quincy – and their spouses: Coreen, Teresa, Bill, Ellie, and Fanny.

On the groom’s side, Tom’s family had come in from Alaska, and just about everyone else was from his other family, the United States Marine Corps, approximately evenly divided between active duty and retired.

As there were two cases of champagne on chill at the reception pavilion nearby – one a case of Dom Pérignon, courtesy of the Booles, who had sent their regrets; the other a case of Veuve Cliquot Ponsardin sent by Nigel Furst, who had sent it as a warm gesture of goodwill – it would prove to be a many-storied evening to come.

In the meantime, on that wedding day in June, the bride was as all brides are, beautiful and perfect. As the wedding march played, and Amy Cieolara – soon to be Amy Cieolara Dawson – in her white gown looked down the aisle, she saw in their places the members of the wedding party:

Linda, as matron of honor, and her daughter Michelle and Sarah Schwick as bridesmaids.

And there was Tom in his tuxedo, hands clasped, smiling patiently. Her own son Ben, asked by Tom to be the best man, looked serious and nervous. And as groomsman, Tom’s former squadron leader, still active, wearing at Tom’s request his dress blues.

Amy took her father’s hand, and said, “C’mon, Dad.”

In a few months’ time, her father would almost abruptly lose all interest in life, and in a matter of weeks he would be gone. But on this day, in his dark suit with the flowery outrageous tie he insisted upon wearing, Harry was high on the occasion, and he stepped forward with his daughter. He shuffled and shuffled and shuffled down the aisle, beaming proudly, and the wedding march ran out and the pianist had to start again – but they made it to the altar. Harry, now a man of ninety-one years, looked at Tom and said loudly:

“Here she is.”

And taking Amy’s hand, Tom whispered to him, “Thank you, sir. You and your wife, you’ve done a great job. Thank you.”

Acknowledgments

VELOCITY, as a concept and as a book, would not exist without the efforts of many brilliant people who came before us. W. Edwards Deming, Taiichi Ohno, Shigeo Shingo, Walter Shewhart, and so many others built a wonderful framework of techniques and disciplines for the AGI-Goldratt Institute to build upon.

In particular, the authors would would like to express our deep appreciation to Dr. Eliyahu Goldratt, who developed the Theory of Constraints, founded the AGI-Goldratt Institute, and authored The Goal with Jeff Cox, as well as many other books, to bring his thinking to the world. Without Eli’s genius, none of the work we do today would be possible.

In addition, this book ultimately reflects all of the hard work and motivation of the people of the AGI-Goldratt Institute to make complex systems manageable and to enable our clients to achieve self-sustaining success. Everyone at AGI feels tremendous gratitude toward the many clients and their organizations that have enabled us to continue the work we find so satisfying. Among these clients we are proud to have served are the United States Navy, the United States Marine Corps, and the United States Air Force, along with a vast array of business corporations that include Nike, Corning, Procter & Gamble, Sealed Air, ITT, Northrup Grumman, Lucent, Boeing, Lockheed Martin, Gunze, and Sumino.

Key people within AGI who were vital to developing the concept of VELOCITY and its various applications and tools are Dale Houle and Hugh Cole, fellow partners of Dee Jacob and Suzan Bergland. Dale has been essential to the vision, verbalization, and development of TOC since the founding of AGI. Hugh has been associated with AGI as a client first, then a consultant, and now as a partner for many years; he ensures that we make whatever we conceive understandable to all within the organization. Finally, our many consultants, our executives and partners, and our staff ensure that the story of VELOCITY occurs daily through those clients we engage with, mentor, and train.

A concept or an approach that works is not so easy to turn into a readable and engaging story. Jeff Cox is our special friend and collaborator on VELOCITY, the book. His books demonstrate not only the gift he has for conveying concepts to others, but the flair he has for making learning about business concepts easy through a story hard to put down until you’ve read the very last page. Working with Jeff has helped us to see further the elegance of what we do and how we touch lives every day. We thank you, Jeff, and look forward to our next collaboration.

Finally, we would like to thank those who made the publication of this book a reality. Most of all, we thank our agent, Cathy Hemming, whose experience and knowledge guided us to certainly one of the world’s finest publishers: Free Press of Simon & Schuster. There, we were happy and fortunate to work with Emily Loose, an editor blessed with both vision and sensitivity, and her greatly talented editorial staff. We, the authors, thank all of you and offer our best wishes for enduring success.

About the Authors

Dee Jacob is managing partner of the AGI-Goldratt Institute. She has been a key innovator in the development of the VELOCITY approach, as well as in the Theory of Constraints (TOC) methodology and the TOC Project Management Solution. Since 1991, when she joined AGI, Dee has led many successful implementations of TOC for both private sector and government clients. She is a founder and lifetime member of the Theory of Constraints International Certification Organization and holds all six TOCICO certifications. A graduate of Lafayette College, Dee now lives in Guilford, Connecticut.

Suzan Bergland is an AGI-Goldratt Institute partner and is president of its North American Group. She has extensive, direct experience in applying the VELOCITY approach for integrating TOC and LSS with a wide range of clients. A founder and lifetime member of the Theory of Constraints International Certification Organization, she also holds all six TOCICO certifications, as well as three certifications from the American Society for Quality (ASQ). Suzan has a master’s degree in quality management from Loyola University. She currently lives in Naples, Florida.

Jeff Cox is an independent creative writer who specializes in writing novels based on business concepts. He is the co-author or author of seven previous works of business fiction: The Goal, Zapp!, The Quadrant Solution, Heroz, The Venture, Selling the Wheel, and The Cure. These have sold millions of copies and have been translated into many languages worldwide. Jeff and his family live near Pittsburgh, Pennsylvania.

Table of Contents

Cover Page

Title Page

Copyright Page

Introduction

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

Acknowledgments

About the Authors

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