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Dr Deming Point 8
Drive Out Fear
Where there is fear, there will be wrong figures
-Dr. Deming
Below I discuss Dr. Edward Deming's recommended management techniques. Dr. Deming wrote "Out of the Crisis", a very important contribution focused on changing management and improving business's culture.
Dr. Deming’s Drive Out Fear
 Many managers use fear for motivation. Their extreme verbiage includes "Get this done or else", "Don't question it, do it", "That is not acceptable" etc. I use to work for a guy where there was three different approaches to management but only one was correct. 1) The right way, 2) The wrong way and 3) My Way. Of course, if I didn't do it his way, I experienced repercussions.
Theory X management relies on fear to drive the business. But fear causes many internal problems. First, it prevents people from taking responsibility for their mistakes. Who admits a mistake if there is possible punishment? Next, employees start pointing fingers at other employees. “I didn't cause that, he did”. With pointing fingers, and not admitting mistakes, it becomes impossible to determine the root cause which is critical to solving problems.
If your company strives for continuous improvement, better quality, and higher employee morale then fear must be removed from the organization. Here are some methods to removing the fear.
1) Don't reprimand people if they make mistakes. Instead teach them to learn from the mistakes. Document and share the mistakes with other employees to prevent the mistakes from reoccurring.
 2) Do not set arbitrary production goals. These goals drive individuals to self centered detrimental actions which can damage the company. Instead of production goals use control charts. If individuals perform within the control chart settings then they perform expectantly. If individuals are not within control, investigate the cause. Most likely the true cause is beyond their control, but can be rectified with management changing the process or system.
3) Encourage employee's feedback from all levels. This allows management to recognize and capture problems. Not all problems can be rectified immediately. Make this known. Use a pareto chart to rank the problems and always focus on solving the top 20%. According to the pareto principle the top 20% issues cause 80% of the problems.
4) Involve the employees in solving problems. They are the experts at their station. Use their knowledge to implement sound change. When you involve employees, this naturally reduces fear. Management needs to encourage and allow time for this.
Dr Deming's 14 points
1. Create constancy of purpose for improvement of product and service.
2. Adopt the new philosophy
3. Cease dependence on mass inspection
4. End the practice of awarding business on price tag alone
5. Improve constantly and forever the system of production and service.
6. Institute training
7. Institute leadership
8. Drive out fear
9. Break down barriers between staff areas
10. Eliminate slogans, exhortations, and targets for the workforce.
11. Eliminate numerical quotas.
12. Remove barriers to pride of workmanship.
13. Institute a vigorous program of education and retraining.
14. Take action to accomplish the transformation.
Quality Assurance Solutions
Robert Broughton
(805) 200-7979
USA
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