Knowing Which Screw to Turn
A manufacturer had a problem with one of the older machines on their line. It shut down the line and held up production, costing many thousands of dollars in lost production. Since it was older equipment it was hard to find someone knowledgeable in repairing the machine, and nobody on-site knew what the problem could be. They found a technician with knowledge of the machine and hired him to come in and fix it.
When the technician arrived on site he listened to the client’s description of the problem, examined the machine, opened a panel, and turned a single screw. He restarted the machine and it was back to full function. The line was up and running and the manufacturer was happy.
A week later the manufacturer received a bill for services: $1000. They called the technician and demanded an explanation - after all, they reasoned, he had only turned one screw to fix the problem. He agreed to re-bill, this time with itemized charges. The next bill contained two lines.
Turning the screw… $1
Knowing which screw to turn… $999
