Science or Moral Values

[PHILHOOVER@aol.com]

Ed Baker, citing posts by Wayne Mack and David Kerridge, wrote about managing 
human beings.  I was taken by his line, "When it comes to managing human 
beings, the
fundamental issue is how one views and values other human beings --
whether in enterprise or anywhere in life."  While I agree this is a 
fundamental issue for a person moving through life and relations, I'm not 
sure it is the first question to ask in an organization.

My experience might be too simple, but it is real.  After I met Dr. Deming in 
1983, I changed my focus from "Managing People" to managing processes.  This 
is because I accepted his statements that, "85% of the outcome of any 
organization is a result of the processes used, not the people" and, "Top 
management is in charge of the processes."  I was a Commanding Officer at the 
time so top management seemed to fit my position when I looked into the 
mirror.

My questions changed from, "Who did it?" to "What went wrong in the process 
to have that happen?" or "What can I do to help?"  Corrective actions for 
poor results required process analysis and change, not people actions.

The result in my view was that people were released from their fear of 
screwing up, they knew top management was there to help, communication 
increased, and people were happier and more excited about their work and the 
progress the organization was making.  Also, more honesty came to the reports 
made to higher authority.

My point is I never once sat down and thought about changing my view or 
theory of how to treat people.  I took my attention off the people to improve 
the organization.  Amazing, the people changed for the better.  That was a 
"by product" of my fundamental change to a process focus.

Phil Monroe
DEMCOM Consulting Group
(619) 423-3118