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I still rember Dr. Brian Joiner speaking about process improvement and the role of data well over a decade ago. He spoke of 3 ways to improve the figures: distort the data, distort the system and improve the sytem. Improving the system is the most difficult.
There is an interesting article on the effects of distorting the syste: Tony Blair says he will ensure NHS targets do not stop people from seeing their GPs when they want to, from BBC News.
In order to make the data meet the targets the system is distorted to achieve the target, rather than to serve the customer.
From Peter Scholtes‘ article published in National Productivity Review in 1993, Total Quality or Performance Appraisal: Choose One:
As Deming said: “A numerical goal without a method is nonsense.” and “Where there is fear you do not get honest figures.” Source MAQIN Newsletter: Quality at Work - Spring 2005.
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June 25th, 2006 at 3:49 pm
[...] Seems like a good job of providing a vision of what was needed without overly restrictive targets and goals (See: Targets Distorting the System). In a plan he submitted to Wada in 1994, he wrote that the introduction of an improved engine and transmission system could boost fuel efficiency by 50%. But that wasn’t audacious enough for Wada, who didn’t want to be remembered for producing yet another Japanese econobox. “It was not enough to be a simple extension of existing technology,” Wada says. One possible solution intrigued him: a hybrid power system. [...]
July 19th, 2006 at 3:05 pm
[...] This is often the case with any program management is pushing. Whatever program those at higher levels want to see given the credit for successes, get the credit. This is one of several forms of distorting the figures. by curiouscat Tags: Management, Six sigma Permalink to: Six Sigma Pitfalls [...]
July 20th, 2006 at 1:30 pm
“Fear erodes joy in work, limits communication, and stifles innovation. Fear fosters short-term thinking as people search to avoid reprisal, perhaps at the expense of others in the system…”
March 20th, 2007 at 11:34 am
[...] sales quotas” - oops maybe Google can learn from others in this area. I found it interesting that Eric Schmidt teaches at Standford even while being the CEO of Google, [...]
November 4th, 2007 at 10:12 am
When dysfunction occurs, the values of the measure goes up comfortingly, but the real system gets worse…
April 18th, 2008 at 8:45 am
the management that setup such a system deserve more blame. This type of manipulation is what is encouraged by managers that think management means setting up such simplistic, senseless systems…