1. A manager understands and conveys to his people the
meaning of a system. He explains the aims of the system.
He teaches people to understand how the work of the group
supports these aims.
2. He helps his people to see themselves as components of a
system, to work in cooperation with preceding stages and
with following stages toward optimization of the efforts of all
stages toward achievement of the aim.
3. A manager of people understands that people are different
from each other. He tries to create for everybody interest
and challenge, and joy in work. He tries to optimize the
family background, education, skills, hopes, and abilities of
everyone.
4. He is an unceasing learner. He encourages his people to
study. He provides, when possible and feasible, seminars and
courses for advancement of learning. He encourages
continued education in college or university for people that
are so inclined.
5. He is coach and counsel, not a judge.
6. He understands a stable system. He understands the
interaction between people and the circumstances that they
work in. He understands that the performance of anyone that
can learn a skill will come to a stable state - upon which
further lessons will not bring improvement of performance. A
manager of people knows that in this stable state it is
distracting to tell the worker about a mistake.
7. He has three sources of power: a. Authority, b.
Knowledge, c. Personality and tact. “A successful manager
of people develops knowledge and personality and tack. He
does not rely on authority”.
8. He will study results with the aim to improve his
performance as a manager of people.
9. He will try discovering whom if anybody is outside the
system, and needing special help.
10. He creates trust. He creates an environment that
encourages freedom and innovation.
11. He does not expect perfection.
12. He listens and learns without passing judgment on him
that he listens to.
13. He will hold an informal, unhurried conversation with
every one of his people at least once a year, not for
judgment, merely to listen. The purpose would be
development of understanding of his people, their aims,
hopes, and fears. The meeting will be spontaneous, not
planned ahead.
14. He understands the benefits of cooperation and the losses
from competition between people and between groups.
Source: W. Edward Deming, The New Economics,
1993, MIT CAES.
For more than 25 years, Joseph Sorrentino has been
instrumental in
implementing successful quality management systems for
commercial
companies and government agencies throughout the United
States. His
clients have included The Boeing Company, Allied Signal/
Honeywell, the
United States Army Corp of Engineers and the Unites States
Navy.
