Right now is the end of the busy season in the furniture removals industry and that is closely related to the school holidays. (School recommences tomorrow.)
In December, I spent a couple of days in a hamlet on the fringe of the Barossa Valley, 110 kilometres north-east of Adelaide, closing down a two-room, Little House on the Prairie style school-house; it had been established in 1882. Its fifteen (15) students would, starting in 2011, be trekking to larger, area schools and learning, hopefully, to swim in larger ponds, (holding their lunch money close).
The Australian government is amalgamating many schools into new, “super schools”, (freeing up hundreds of millions of dollars worth of city real estate in the process).
Also recently, on a Saturday, I arrived with a crew of nearly 20 to strip one such city school. The boss was already on-site: “Six trucks? Where’s the seventh?” A good question. There were seven drivers but one had ridden as a passenger, not knowing he had been assigned as a driver. The other guys went to work while I was chosen to be ferried back to the depot to pick up the remaining truck. An embarrassing occurrence, expensive and amateurish.
Naturally, during the ride back, my mind turned to how this mishap had occurred. It was quite plain to me. I wondered if the boss would figure it out and make a change, but I decided to say nothing in any case. (I am new in the trucking industry and my policy for survival has been based on I, Claudius from the get-go. That is to say, I emulate the harmless half-wit and keep my mouth shut.
)
On a different occasion, a couple of weeks later, I arrived at work and scanned the run-sheets on the lunch-room table. I found one with my name and two others on it. The vehicle was a Transit van and, normally, the drivers name is on the top of the list. But not always. I went out to find the van but found the other two guys first. They were heading out to a truck so I accompanied them, thinking perhaps the vehicle assignment had been changed.
A few minutes into the trip, we discovered that between us we had two run sheets, for two vehicles. Each listed all three members of the crew. We phoned the office, turned around, returned to the depot and picked up the other vehicle — the Transit van.
Run sheets list every member of a crew but there is one run sheet for every vehicle. So your name might appear on one or more run sheets with no indication of how many vehicles in total are involved. Multiple run-sheets for a job are placed together on the table early in the morning but soon get split up as people arrive and sift through them all to find out what job they are on. To further confuse the issue, early arrivers often take run sheets out to the warehouse to use its list of required materials to begin loading.
In the West, failures like these are usually regretted as unavoidable errors made by individuals and promptly forgotten. Often enough also, tempers are lost and the perceived offender is hunted, blamed and berated to do better. He is expected to conform to the system and to know it intimately even if no training is offered.
But as an engineer, I know that (business) systems are living entities that must be nurtured. They are the repository of experience and methodology. They are usually the product of numerous minds and it may be that they are understood wholly by none.
Every failure is an opportunity for discovery, tuning and improvement.
The Japanese use the word, kaizen, to describe this incremental refinement. In Japanese culture, every failure is perceived as an opportunity. Blame has little role since the objective is a system that itself possesses the fault-tolerance to succeed with the human material available.
Remarkably, in the 50s and 60s, “Made in Japan” was synonymous with “cheap, worthless junk”, (just as “Made in China” is now). The man[1] who taught the Japanese much of what they needed to spur their relentless quest for quality was hardly known in his own country until not long before his death, but is revered as a hero in Japan and is also regarded as the foreigner who has had most impact upon Japan.
In Japan, every worker is a participant in this quest for quality and shares in responsibility for it. Thus, the elementary human trait of taking pride in one’s work is stimulated. Furthermore, in complex systems in which no one person possesses a complete overview[2] of a system, input from all perspectives is essential in studying a system failure.
Every failure in a system that is corrected prevents future repeats. A system that is being perpetually refined incrementally tends also to be more adaptable to change in environment and requirements.
Any system that requires perfect performance from people, or extensive system knowledge, or consideration of what other parts of the system are doing is a poor system and one likely to fail often and horribly.
The system is the key asset and yet it is the workers who tend it that drive it toward ultimate success. (If you are envisaging a parallel with the symbiotic relationship between ants and their colony, you are on track.)
What if our whole society were perceived by us as a system to be constantly monitored, analyzed and refined?
What if every failure and short-coming were taken seriously with a view to preventing re-occurrence or to improve performance in serving the members of society?
What if each of us felt responsible, insofar as we each were capable, of contributing to a better quality of experience for all?
Could we all continue to blithely ignore major structural failures in society or deem them merely as unfortunate accidents?
Failures such as:
- Representative democracy is hardly at all representing the welfare of people any more. The rule of law has been blighted in the process.
- The major, financial institutions that have destroyed the economies of the West in the last decade through reckless decisions go unpunished; in fact, are rewarded with bail-outs and greater influence. Adam Smith’s Invisible Hand is nowhere to be seen.
- British Petroleum last year dealt the ecology of the planet the most stunning blow in human history. Tens of thousands of people in states neighboring the Gulf of Mexico will be impacted by health problems related to ethylbenzene contamination of their bloodstreams, but even this pales compared to the damage done to the oceans and life therein.
Would we not think long and hard about the systemic causes of such failures and try to comprehend?
Or failing that, would we still condemn those who do theorize about patterns of failure in our society to meet its stated goals?
Do we just put our heads in the sand and think, “not my responsibility”, “too hard”, “nothing I can do”?
From the cultural viewpoint of kaizen, missing the opportunity to make things better is what is really weird to try to understand.
[To be continued]
[1] The American, W.E.Deming
[2] In computer systems comprised of hundreds of thousands or even tens of millions of lines of code written over time spanning years, it is very typical for no one person to have read every line of code or understand every part of the design or operation of the system.