Out of the Crisis.Org

[Louis Altazan]

For so many years defects have been associated with blame, it is hard to imagine another way. Call it a mistake, comeback, screw-up or whatever and people will automatically try to distance themselves. Largely we live in a culture of blame. When things go wrong, someone must be to blame. This is taken to extreme in many cases and has resulted in more than its share of non-productive, expensive, career ruining witch-hunts.

Mistakes and personal blame are even touted by so called management gurus as personal responsibility. They seem to believe by attaching blame to an individual, somehow the problem is resolved. This is until the next victim delivers the next mistake and over it all begins.

Where there is blame, there is fear. Where there is fear, there is false data and coverups. In The Practical Applications Forum there is an example. A fishbone diagram containing many of the causes for mis-diagnosis. Mis-diagnosis is an extremely costly problem, in all shops, whether they admit it or not. But where does the data to solve the problem come from?

It must come from the technician that experiences the defect. The tech should record the problem and the best they can, the cause. Management then stratifies the causes and produces a plan of action [fishbone.] Sounds simple enough, but it will not happen in most shops, because of fear. Techs do not want to admit to problems and even shop owners do not seem to wish to face the problem.

In Point Eight Dr. Deming urged business to work to remove fear. Defects must be seen for what they truly are, an opportunity to improve. As long as defects are seen in a punitive manner, the causes will continue to elude managers. As Deming also questioned, “Doesn’t anybody care about profit?” By watching the practices of most business it is hard to answer yes.

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Louis Altazan
Owner/Manager AGCO Automotive Corporation
Baton Rouge, LA