[From Rick Marken (990819.0750)]
Kenny Kitzke (990818.1800EDT)--
I was called to a former Quality Dynamics retained client. Basically,
they want me to assist them in a major performance improvement project
What do they want you to help them improve in their "performance
improvement" project? I see two possibilities: 1) performance as
seen by an observer or 2) performance as seen by a performer. If
their aim is to improve performance as seen by an observer (for
example, if their aim is to improve the performance of employees
as seen by management) then they are asking you to help them act
as behavior controllers (they are asking you to help them make
observable aspects of the behavior of the employees match their
references for this behavior). If, however, their aim is to improve
performance as seen by the performers themselves (if, for example,
their aim is to improve their _own_ performance) then they are asking
you to help them improve their ability to control their own
perceptions (they are asking you to help them make their own
perceptions behave as desired). Of course, one of the main ways
to help people improve control of their own perceptions (according
to PCT) is by helping them see the problems involved in wanting to
control ("improve") their perceptions of the performance of other
control systems.
Best
Rick
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Richard S. Marken Phone or Fax: 310 474-0313
Life Learning Associates mailto: rmarken@earthlink.net
http://home.earthlink.net/~rmarken
[From Kenny Kitzke (990819.1400EDT)]
<Rick Marken (990819.0750)>
<What do they want you to help them improve in their "performance
improvement" project?>
The quality of their product.
<I see two possibilities: 1) performance as seen by an observer or 2)
performance as seen by a performer.>
Inspectors and the Customers as observers see the defects (lack of quality)
in the products that the workers produce. The workers can also see them if
management allows them to look (not necessarily the case right now). Some
workers will want to change what they do when management allows them to check
their own quality. Others won't. They will decide not me.
I will be helping managers to decide whether they want to allow workers to do
things differently when they work. If the managers will change the system in
which the workers work, defects will drop dramatically. If the managers
won't change, most likely the managers will be working elsewhere where the
results of what they do is acceptable. It's up to them, sort of like RTP.
That has been scientifically demonstrated to my satifaction to work over and
over again.
Thanks for your input. Its good stuff. Right on. I realize that managers
can't control the behavior of the people. Trying to is a significant part of
what is wrong. Its the policies of the mangagers that need to be changed.
That they can do. I will help them figure out what to change, especially
their reference perceptions for quality and how it can be improved. Then,
they will change themselves. I am only a facilitator and a source of
techniques.
Interested in doing some facilitating work for quality improvement in
Pittsburgh?
Kenny
[From Rick Marken (990819.1310)]
Me:
What do they want you to help them improve in their "performance
improvement" project?
Kenny Kitzke (990819.1400EDT)
The quality of their product.
I wonder why they don't call it a "product improvement" project?
I will be helping managers to decide whether they want to allow
workers to do things differently when they work.
It sounds like the managers are in conflict over _how_ to control
the workers; they feel like they have to _decide_ whether the
workers should be "allowed" to do things one way or another. I
think it would be nice if you could help the managers become
conscious of the attitude behind their desire to control the
workers; maybe they can go up a level and discover the higher
level goal that requires that they have the goal of controlling
the workers.
If the managers will change the system in which the workers work,
defects will drop dramatically.
If it's a system where the managers are working cooperatively
with the workers, rather than one where the managers are
unilaterally deciding what the system will be (i.e.. one where
the managers are controlling the workers), then I agree that
you will, indeed, see defects drop dramatically.
Interested in doing some facilitating work for quality improvement
in Pittsburgh?
Maybe someday. Right now I'm happy just kibitzing.
Best
Rick
···
---
Richard S. Marken Phone or Fax: 310 474-0313
Life Learning Associates mailto: rmarken@earthlink.net
http://home.earthlink.net/~rmarken