Re: Deming and accountability

[Eugene Taurman <ilx@execpc.com>]

I want to relate experiences with this word, accountability. People,
employees of clients, often tell me I use it differently than the managers
in their organizations. One of the things I learned trying to follow Deming
was to organize for accountability not seek to hold individuals
accountable, which is what I often find. Managers want to hold someone
accountable but this is not what Deming had in mind. The system is
accountable.

Clients most often talk about individual accountability. This idea flies in
the face of Deming's teachings. Deming taught us that the system is the
problem not the individual. If we do not  like the results,  change the
system don't blame the individual. 

When we organize for accountability we can tell what part of the
organization can actually carry out the mission and be accountable,
Traditionally we organized by department. With not single manger or group
of people being responsible for serving the customer or carrying out the
task. In new Deming influenced organizations we organize by service to be
provided. We put all the people and skills in one 'pot' necessary to carry
out the task. In this  way we can have accountability.  

When Honda set out to launch the '82 Accord they set aside 35 people. The
had no other duties and no further approvals . Simply in 18 months launch a
new model car. The task force had all the resources necessary to reach the
goal, engineers. accountants, marketing sales, manufacturing etc plus no
diversions. They were organized for accountability. Everyone on the team
knew their job was to launch a new car. There were no delays or excuses. I
would describe the Ford system but the internet is not big enough to
contain the circuitous route.

When I applied this to a factory we organized into cells. Each  cell had
the authority to spend, repair, hire support etc as necessary to make
regular deliveries to their customer. It was simple & clear which group
had responsibility for quality and delivery.

Prior to that delivery was the responsibility of material control , quality
was responsible for quality , maintenance was responsible for the machine
working etc. In short no one group was accountable for meeting the needs of
the customer. Dozens were involved but no one was accountable. 
I ma sure this is not what you had in mind but your query is so much on my
hot button. Sorry for the long response.

During this commentary I have not used the word team but this is of what
teams are made.   

Eugene Taurman
interLinx Consulting
414-242-3345  e-mail ilx@execpc.com
fax 781-459-825
http://www.execpc.com/~ilx 
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