2nd principle of Deming. New philosophy

    Today I will tell you about the second principle of management of E. Deming. Beginning of this series

    Deming's Second Principle:

    Accept a new philosophy.

    The second principle of Deming calls on you to open your eyes to what is happening:

    “We can no longer tolerate work by eye, materials that you can’t work with, people who don’t know what their work is, and are afraid to ask for damage during transportation and storage, outdated training methods in the workplace, inadequate and inefficient management, temporary managers, drivers and drivers, through whose fault trains and buses are late or even canceled. Ignorance and vandalism increase the cost of living and, as any psychologist can say, lead to sleeveless work, dissatisfaction with life and work. ”

    There are markets in this country where the demand is so great that you, as a seller, can simply send virtually any of your customers to the forest.

    Cashiers at McDonald's (you already realized that I love McDonald's dearly?) Can safely stop smiling, and instead of “Thank you! We are waiting for you again! ” they can stop saying goodbye altogether or start saying goodbye with the phrase “Damn you!”: the tails from this will not decrease.

    In one provincial city, a company selling and installing air conditioners (split systems) won a “tender” (God) for installing air conditioners in all state institutions in the region. This means that the state institution can no longer contact any company in the market to install air conditioners. This company won the “tender” simply because (you guessed it? Well, good, good, take a pie from the shelf) because some deputy was its owner. Do you know what is happening now in this company? These idiots turn off the phones. And in those rare moments when they still answer the calls of “customers”, they directly and unpretentiously say something like: “Oh my God, how did you get it! In order of priority, we will install everything for you! ” and hang up.

    Do you think that all this is some exceptional cases?

    Try calling the support service of your mobile operator. Or - to the support service of some hosting provider (don’t know what it is? Consider yourself lucky). Or in general - to any support service. Go to the nearest grocery store or supermarket. Take a walk through the usual factory for the production of something. Then tell me.

    A couple of days ago I heard a song on “Love Radio” that I liked (I'm a nasty music lover). I wanted to get this song on my iPod. Immediately. The problem is that I did not know either the artist or the name. I thought: all I know about this song is when it sounded: around eight o’clock in the evening. Enter What was to be done? I decided to call Love Radio. When, after the twelfth ringing, they answered the phone and I explained that I had fallen in love and that they could save me from poison because of despair, they politely and restrainedly said that they had no idea how to help me. “Do you have a broadcast grid?” - "There is." “Can you tell me the name, or at least the artist?” - "Not." “Do you record your broadcast?” - "Not." “How can I find out what kind of song it is?” - “Listen to our radio.”

    I hung up and - you know what I was thinking? I thought that since the beginning of the existence of this radio, my call was probably the millionth call of the person who heard the song and wanted to know the artist and name.

    And what did they do in this regard? Yes, they do not care.

    Someone who does not give a damn created the sites www.moskva.fm and www.piter.fm , which records the entire broadcast of radio stations in Moscow and St. Petersburg. Who could even suggest such a thing? I got this song there and other things that are pleasant to me: for example, registration on the site, which approximately 100% of visitors hate, you can do there using OpenID, i.e. you are not required to give your email (you can learn the song without registering). (Thanks to Misha.)

    The number of examples of bad business philosophy is limited only by the degree of your bitterness. For example, these examples surround me everywhere, and I can bring them for two years with stops for sleep and food.

    We were greeted by discreet motels with such appeals, nailed in the piers, such as:
    “We want you to feel at home with us. A full inventory was made before your arrival. Your car number is recorded with us. Use hot water in moderation. We reserve the right to evict any unwanted person without prior notice. Do not put any unnecessary material in the toilet. Thank you Come again. Directorate.
    PS We consider our customers to be the Best People in the World. ”
    Nabokov. Lolita

    A new philosophy means living and working differently.

    The problem is that the meaning of your company is money? Start by placing a product, service, and customer at the center of your business. And finally start to do something significant or finally kill yourself against the wall.

    In Japan, you can order a car of the color you need and the necessary equipment on Monday and get behind the wheel on Friday. In this country, when you buy a car for your money, they will put you in a queue (I love this word) for several months: you can order your Mazda 3 in May, and perhaps you will drive in October. And at that moment when you, having become stupefied from expectations, will leave the salon on the brand new Mazda 3, the Japanese will leave the car dealership in Tokyo on the brand new Mazda 3 of the next generation.

    The business philosophy practiced everywhere today is weighted by losses. All these losses are paid by the consumer.

    All the costs associated with the excessive transportation of your raw materials or finished product, with input and output quality control, which means sending the raw materials back to suppliers or reworking what has been done badly, so that your supply is bought by railcars and sits on rollbacks, and the department sells sales in pieces and invoices for days, and not for an hour, so that your people do not know what their work is, so that no one in your company knows what you are actually selling, so that your procedures are so unstable that you the atmosphere of rush always prevails, so that your units live their own lives, so that you do not have a plan and you conduct business, following only your own inspiration, so that you decide to play a dictator and see your mission in

    Are you surprised to fly into a pipe?

    Well, well, no need to cry. You can not change. Survival is not an obligation.

    I will tell you sincerely: I am convinced that it is not competition that makes people change and work based on a new philosophy. Although it’s easy to assume that it is hyperspace and lack of competition that gives rise to companies that do not care about consumers and the quality of their goods and services. It seems to me that partly the very presence on the market of such companies also brings to life companies with a new philosophy.

    “I really wanted to work in a really good company that I had to found my own.”
    Joel spolsky

    No competition will force you to adopt a new philosophy. No matter how you change under the pressure of competition, these will be palliative measures to preserve the business. Until you accept the philosophy that puts method in the first place and the results in the last. The philosophy that formulates the method of creating a quality product and service, the method of customer satisfaction. And the results will come by themselves.

    “The result of human thinking is not so important - the so-called“ ideas ”or opinions, beliefs or unbeliefs, in other words, conceptual knowledge, whether expressed in the form of religious dogmas,“ eternal truths ”or in the form of scientific formulations and postulates, such as , which leads to this result, namely, the method of spiritual activity and thinking. All our precious scientific results and achievements can be lost, and this will not cause significant harm as long as we possess the method, because with its help we are able to restore all the lost results. But if we lost the method, then even a huge collection of all scientific facts and results would not be able to help us. ”
    Lama Anagarika Govinda

    Method i.e. that which leads to the result is the content of the new philosophy. It is the business method that needs to be polished and brought to the highest grace, it is the business method that needs to be broadcast within the company and beyond, your business method is your only advantage.

    Think about which platform you compete on.

    Definitely this is not a product or service. Dig, Shura, dig deeper. Forget about the knowledge economy, networked society and other canoes. Remember: the only thing that matters is your philosophy, and in this sense I can tell you that you are competing based on your attitude to life.

    The peculiarity of the new philosophy is that your attitude towards life does not boil down to one, to ten, or to five hundred theses. Your attitude towards life can be expressed in anything, but it will not be in this with anything.

    If you still understand what I mean, then forget that some magic tools can leave you on the other side of the crisis. You would certainly be happy if you were told what to do and gave you the tools to replicate success.

    You invent methods.

    You can at least read books about the Toyota production system, but stupidly copying Toyota principles at home, you get only a miserable copy made from another copy. If you do not bother with thoughts about what prompted Tahiti Ono to create TPS (Toyota Production System), you still do not understand the reality surrounding you.

    “I want to make it clear to you: Toyota's production system and Toyota's Tao are not the same thing. TPS is an example of a consistent and thoughtful application of Toyota's approach. ”
    J. Liker

    Think about what your approach is?

    Tomorrow we will talk about dependence on quality control.

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