The Psychology of Management - L. M. Gilbreth (read novel full TXT) 📗

Just as mnemonic symbols save time and effort, so standard phrasing aids toward finding out what is to be done, and remembering how it is to be done. 5 Both of these can be accomplished if the standardization is so complete that directions can be read and remembered almost at a glance. 6

Specific Terms Helpful. — To be most effective, directions should be in the imperative form, and in specific terms.

The history and growth of language shows that the language of the savage consisted of vague general terms as compared to the specific individual terms of the modern language of civilized man. There are examples to be seen on every hand to-day where the oral language of instructions and orders to proceed, that are given to the worker, are still more vague, comparatively, than the language between savages.

Similarity of Form and Shape Advisable. — As for the form and shape, as Dr. Taylor says, "anything that will transmit ideas by sketch or wording will serve as an instruction card." He advises, however, taking advantage of the saving in time to be gained by having the instruction cards as nearly alike as possible. They may, for convenience' sake, vary as to length, but in width, ruling, spacing and wording they should be as nearly alike as possible.

Standard Surroundings Valuable. — Standard environment, or surroundings, of the worker are valuable for two reasons:

1. Because they directly increase output by eliminating everything which might distract attention or cause needless fatigue, and by assisting in the attainment of more output by having the best possible surroundings for greater output.

2. Because all surroundings suggest an easy achievement. Knowing that everything has been done to make his work possible and easy, the worker feels this atmosphere of possibility and ease around him, and the suggestive power of this is strong.

Unnecessary Fatigue Should Be Eliminated. — The walls, appliances and furniture, and the clothing of the worker should be of that color which will rest his eyes from the fatigue of the work. All unnecessary noise should be eliminated, and provision should be made, where possible, that the workers may enjoy their sleep or their rest hours in perfect quiet.

Records show the value of having quiet reign in and near the camp, that the workers may not be disturbed. Even though they are not disturbed enough to be waked up, every noise that is registered in the brain affects the body, for it is now conceded that the body reflects every phase of mental activity.

All Mental States Affect Bodily States — Dr. Stratton says: "It is now generally accepted that the body reflects every shade of psychic operations; that in all manner of mental action there is some physical expression." 7 All consciousness is motor "is the brief expression of this important truth; every mental state somehow runs over into a corresponding bodily state."

Elimination of Worry Assists in Concentrating Attention. — The more fireproof the building, and the more stable the other conditions, the greater the efficiency of the inmate. Burglar-proof buildings not only actually induce better sleep, in that possible intrusions are eliminated, but give a state of mental peace by the removal of apprehension. So also, a "germ proof" house is not only really more healthful for an inmate, but eliminates worry over possible danger of ill health. The mental health of the worker not only controls, in a measure, his physical health, but also his desire to work. Having no distractions, he can put his mind upon that which is given him to do.

Distracted Attention Causes Fatigue. — The attention of the worker is apt to be distracted not only by recognized dangers, such as burglars, fires, and disease, but also by other transitory things that, involuntarily on his part, take his mind from the work in hand. A flickering light distracts the attention and causes fatigue, whether we have consciously noticed it or not. Many things are recorded by the senses without one's being conscious of them.

For example, the ceasing of a clock to tick, although we have not noticed that it was ticking. Another example is the effect upon the pulse or the brain of being spoken to when asleep.

The flickering lamp of the chronocyclegraph device is much more fatiguing than the steady lamp of plain cyclegraphs.

Proper Placing of Workers Eliminates Distracted Attention. — Workers must be placed so that they do not see intermittently moving objects out of the corners of their eyes. In the early history of man it was continuously necessary to watch for first evidence of things behind one, or at a distance, in order to be safe from an enemy. From generations of survival of the most fit there have developed human eyes most sensitive to moving objects that are seen out of the corner of the eye. Even civilized man has his attention distracted quickest, and most, by those moving objects that he sees the least distinctly, and furthest to one side from the direction in which he is looking.

The leaf that moves or the grass that trembles may attract the attention where seen "out of the corner of the eye" to a point where it will even cause a start and a great fear.

As an example of the distracting effect of moving objects seen "out of the corner of the eye," try reading a book facing a window in a car where the moving scenery can be seen on each side of the book. The flitting object will interrupt one, one cannot get the full meaning out of what one is reading — yet if one lays down the book and looks directly at the scenery, the mind can concentrate to a point where one does not see that moving scenery which is directly in front of the eyes.

There is a great difference in this power of sensitiveness of the corners of some workers' eyes from that of others. The first move of Scientific Management is to place and arrange all workers, as far as is possible, in such a position that nothing to distract them will be behind them, and later to see that the eyes of workers are tested, that those whose eyes are most sensitive may be placed accordingly.

This Elimination May Take Place in All Kinds of Work. — The necessity of removing all things which will distract the attention is as great for the brain worker as for the shop or construction worker. All papers that attract the eye, and hence the attention, should be cleaned from the desk, everything except that on which the worker is working. The capability of being distracted by the presence of other things varies in all workers.

In using the dictaphone, one can do much better work if one is in a room where there is little or nothing to distract attention. An outline of work ahead, may tempt to study and planning of what is ahead, rather than to carrying out the task scheduled for immediate performance. The presence of a paper with an outline merely of what is being done is found to be a great help, as the eye can rest on that, and after a few moments, will become so accustomed to it that the whole attention will be given to the dictating.

Benefits of Eliminating "Decision of Choice." — There is always time lost by "decision of choice." The elimination of this is well illustrated by the bricks that are piled on the packet, which decides for the bricklayer which brick is next, making an obvious sequence, hence the saving of time of decision regarding motions, also the saving coming from the play for position. Oftentimes a handicap of slow mental action can be compensated for, in a measure, by planning ahead in great detail. In this way, if the plan is made sufficiently in detail, there is absolutely no time possible left to be wasted in "decision of choice." The worker goes from one step to another, and as these steps are arranged logically, his mind does not tend to wander away, but to keep on in an uninterrupted sequence to the goal.

Standard Equipment Important. — As for equipment, the phenomena of habit are among the most important features of the psychology of management and the possibilities of the elimination of unnecessary waste resulting from taking advantage of this feature is possible only when the equipment, surroundings and methods of the worker are standardized. Therefore the insistence upon standardization, even down to the smallest things, is vital for achieving the greatest output.

For example, — suppose the keys of the monotype machine, piano or typewriter were not located permanently in the same relative position. Consider the loss of time in not being able to use habits in finding each key. Such an arrangement sounds ridiculous on the face of it, yet it is a common practice for many operators, especially of monotype machines, to make a complete mental decision as to the muscles and fingers with which they will strike the desired key.

Imagine the records of output of a typist who was using a different keyboard every day, if there were that many kinds of keyboards. It is easy for anyone to conceive the great advantages of standard keyboards for such machines, but only those who have made a study of output of all kinds of workers can fully realize that similar differences in sizes of output are being produced by the workers of the country for lack of similar standardization of working conditions and equipment.

Utmost Standardization Does Not Make "Machines" of the Workers Operating Under It. — The attention of those who believe that standardization makes machines out of the workers themselves, is called to the absence of such effect upon the typist as compared with the scribe, the monotype and linotype operator as compared with the compositor, and the mechanical computing machine operator as compared with the arithmetician.

Standard Methods Demand Standard Tools and Devices. — Habits cannot be standardized until the devices and tools used are of standard pattern. It is not nearly so essential to have the best tools as it is to have standard tools. 8 Experience in the hospitals points to the importance of this fact in surgery. Tools once adopted as standard should not be changed until the improvement or greater efficiency from their use will compensate for the loss during the period of "breaking in" the user, that is, of forming new habits in order to handle strange tools. As will be brought out more fully under "Teaching," good habits are as difficult to break as bad ones, the only difference being that one does not usually desire to break good ones. Naturally, if a new device is introduced, what was an excellent habit for the old device becomes, perhaps, a very bad habit for the new device. There must come a time before the manipulation of the new device has become a habit when output will go down and costs will go up. It is necessary, before introducing this device, to investigate whether the ultimate reduction of costs will be sufficient to allow for this period of lower production. It is not fair, however, to the new device or method really to consider its record until the use of it has become such a habit with the workers as was the use of the old device.

No one who has not made a study of cutting tools can realize the crying need for standardizing in that field. Dr. Taylor says, writing in the Revised "Shop Management" of 1911, — "Hardly a shop can be found in which tools made from a dozen different qualities of steel are not used side by side, in many cases with little or no means of telling one make from another."