The Psychology of Management Part 9

The experimental results here are something like speed or racing records, made under the best conditions of track and training. A delicate chronograph or chronoscope is used, which marks the time in thousandths of a second."

MEASUREMENT IN PSYCHOLOGY RELATED TO MEASUREMENT IN MANAGEMENT.--Measurement in psychology is of importance to measurement in management not only as a source of information and instruction, but also as a justification and support. Scientific Management has suffered from being called absurd, impractical, impossible, over-exact, because of the emphasis which it lays on measurement. Yet, to the psychologist, all present measurement in Scientific Management must appear coa.r.s.e, inaccurate and of immediate and pa.s.sing value only. With the knowledge that psychologists endorse accurate measurement, and will cooperate in discovering elements for study, instruments of precision and methods of investigation, the investigator in industrial fields must persist in his work with a new interest and confidence.[4]

Scientific Management cannot hope to furnish psychology with either data or methods of measurement. It can and does, however, open a new field for study to experimental psychology, and shows itself willing to furnish the actual working difficulties or problems, to do the preliminary investigation, and to utilize results as fast as they can be obtained.

PSYCHOLOGISTS APPRECIATE SCIENTIFIC MANAGEMENT.--The appreciation which psychologists have shown of work done by Scientific Management must be not only a matter of gratification, but of inspiration to all workers in Scientific Management.

So, also, must the new divisions of the Index to the Psychological Review relating to Activity and Fatigue, and the work being so extensively done in these lines by French, German, Italian and other nations, as well as by English and American psychologists.

MEASUREMENT IMPORTANT IN MANAGEMENT.--The study of individuality and of functionalization have made plain the necessity of measurement for successful management. Measurement furnishes the means for obtaining that accurate knowledge upon which the science of management rests, as do all sciences--exact and inexact.[5]

Through measurement, methods of less waste are determined, standards are made possible, and management becomes a science, as it derives standards, and progressively makes and improves them, and the comparisons from them, accurate.

PROBLEM OF MEASUREMENT IN MANAGEMENT--One of the important problems of measurement in management is determining how many hours should const.i.tute the working day in each different kind of work and at what gait the men can work for greatest output and continuously thrive. The solution of this problem involves the study of the men, the work, and the methods, which study must become more and more specialized; but the underlying aim is to determine standards and individual capacity as exactly as is possible.[6]

CAPACITY.--There are at least four views of a worker's capacity.

1. What he thinks his capacity is.

2. What his a.s.sociates think his capacity is.

3. What those over him think his capacity is.

4. What accurate measurement determines his actual capacity to be.

IGNORANCE OF REAL CAPACITY.--Dr. Taylor has emphasized the fact that the average workman does not know either his true efficiency or his true capacity.[7] The experience of others has also gone to show that even the skilled workman has little or inaccurate knowledge of the amount of output that a good worker can achieve at his chosen vocation in a given time.[8]

For example,--until a bricklayer has seen his output counted for several days, he has little idea of how many bricks he can lay, or has laid, in a day.[9]

The average manager is usually even more ignorant of the capacity of the workers than are the men themselves.[10] This is because of the prevalence of, and the actual necessity for the worker's best interest, under some forms of management, of "soldiering." Even when the manager realizes that soldiering is going on, he has no way, especially under ordinary management, of determining its extent.

LITTLE MEASUREMENT IN TRADITIONAL MANAGEMENT.--Under Traditional Management there was little measurement of a man's capacity. The emphasis was entirely on the results. There was, it is true, in everything beyond the most elementary of Traditional Management, a measurement of the result. The manager did know, at the end of certain periods of time, how much work had been done, and how much it had cost him. This was a very important thing for him to know. If his cost ran too high, and his output fell too low, he investigated.

If he found a defect, he tried to remedy it; but much time had to be wasted in this investigation, because often he had no idea where to start in to look for the defects. The result of the defects was usually the cause for the inquiry as to their presence.

He might investigate the men, he might investigate the methods, he might investigate the equipment, he might investigate the surroundings, and so on,--and very often in the mind of the Traditional manager, there was not even this most elementary division. If things went wrong he simply knew,--"Something is wrong somewhere," and it was the work of the foremen to find out where the place was, or so to speed up the men that the output should be increased and the cost lowered. Whether the defects were really remedied, or simply concealed by temporarily speeding up, was not seriously questioned.

Moreover, until measuring devices are secured, the only standard is what someone thinks about things, and the pity of it is that even this condition does not remain staple.

TRANSITORY MANAGEMENT REALIZES VALUE OF MEASUREMENT.--One of the first improvements introduced when Traditional Management gives place to the Transitory stage is the measurement of the separated output of individual workers. These outputs are measured and recorded. The records for extra high outputs are presented to the worker promptly, so that he may have a keen idea constantly of the relation of effort to output, while the fatigue and the effort of doing the work is still fresh in his mind.

The psychology of the prompt reward will be considered later at length, but it cannot be emphasized too often that the prompter the reward, the greater the stimulus. The reward will become a.s.sociated with the fatigue in such a way that the worker will really get, at the time, more satisfaction out of his fatigue than he will discomfort; at the least, any dissatisfaction over his fatigue will be eliminated, by the constant and first thought of the reward which he has gotten through his efforts.

This record of efficiency is often so presented to the workers that they get an excellent idea of the numerical measure of their efficiency and its trend. This is best done by a graphical chart.

The records of the outputs of others on the same kind of work done concurrently, or a corresponding record on work done previously, will show the relative efficiency of any worker as compared with the rest. These standards of comparison are a strong incentive and, if they are shown at the time that such work is done, they also become so closely a.s.sociated not only with the mental but the bodily feeling of the man that the next time the work is repeated, the thoughts that the same effort will probably bring greater results, and that it has done so in the past with others, will be immediately present in the mind.

MEASUREMENT IS BASIC UNDER SCIENTIFIC MANAGEMENT.--Under Scientific Management measurement is basic. Measurement is of the work, of outputs, of the methods, the tools, and of the worker, with the individual as a unit, and motion study, time study and micro-motion study and the chrono-cyclegraph as the methods of measurement.

Measurement is a most necessary adjunct to selecting the workers and the managers and to a.s.signing them to the proper functions and work. They cannot be selected to the greatest advantage and set to functionalized work until--

(a) the unit of measurement that will of itself tend to reduce costs has been determined.

(b) methods of measurement have been determined.

(c) measurement has been applied.

(d) standards for measurement have been derived.

(e) devices for cheapening the cost of measuring have been installed.

UNDER SCIENTIFIC MANAGEMENT MEASUREMENT DETERMINES THE TASK.--An important aim of measurement under Scientific Management is to determine the Task, or the standard amount of any kind of work that a first cla.s.s man can do in a certain period of time. The "standard amount" is the largest amount that a first cla.s.s man can do and continuously thrive.

The "first-cla.s.s" man is the man who can eventually become best fitted, by means of natural and acquired capabilities, to do the work. The "certain period of time" is that which best suits the work and the man's thriving under the work. The amount of time allowed for a task consists of three parts--

1. time actually spent at work.

2. time for rest for overcoming fatigue.

3. time for overcoming delays.

Measurement must determine what percentage of the task time is to be spent at work and what at rest, and must also determine whether the rest period should all follow the completed work, or should be divided into parts, these parts to follow certain cycles through the entire work period.

The method of constructing the task is discussed under two chapters that follow, a.n.a.lysis and Synthesis, and Standardization.

Here we note only that the task is built up of elementary units measured by motion study, time study, and micro-motion study.

When this standard task has been determined the worker's efficiency can be measured by his performance of, or by the amount that he exceeds, the task.

QUALIFICATIONS OF THE OBSERVER OR MEASURER.--The position of observer, or as he has well been called, "trade revolutionizer,"

should be filled by a man specially selected for the position on account of his special natural fitness and previous experience. He also should be specially trained for his work. As in all other cla.s.ses of work, the original selection of the man is of vital importance. The natural qualities of the successful hunter, fisherman, detective, reporter and woodsman for observation of minute details are extremely desirable. It is only by having intimate knowledge of such experiences as Aga.s.siz had with his pupils, or with untrained "observers" of the trade, that one can realize the lack of powers of observation of detail in the average human being.

Other natural qualifications required to an efficient observer are that of being

(a) an "eye worker"; (b) able to concentrate attention for unusually long periods; (c) able to get every thought out of a simple written sentence; (d) keenly interested in his work; (e) accurate; (f) possessed of infinite patience; (g) an enthusiastic photographer.

The measurer or observer should, preferably, have the intimate knowledge that comes from personal experience of the work to be observed, although such a man is often difficult if not impossible to obtain.

The position of observer ill.u.s.trates another of the many opportunities of the workmen for promotion from the ranks to higher positions when they are capable of holding the promotion. Naturally, other things being equal, no man is so well acquainted with the work to be observed as he who has actually done it himself, and if he have also the qualifications of the worker at the work, which should, in the future, surely be determined by study of him and by vocational guidance, he will be able to go at once from his position in the ranks to that of observer, or time study man.

The observer must also familiarize himself with the literature regarding motion study and time study, and must form the habit of recording systematically the minutest details observable.

The effect upon the man making the observation of knowing that his data, even though at the time they may seem unimportant, can be used for the deduction of vital laws, is plain. He naturally feels that he is a part of a permanent scheme, and is ready and willing to put his best activity into the work. The benefits accruing from this fact have been so well recognized in making United States surveys and charts, that the practice has been to have the name of the man in charge of the work printed on them.

ANYONE INTERESTED MAY BECOME AN OBSERVER.--A review of the mental equipment needed by a measurer, or observer, will show that much may be done toward training oneself for such a position by practice. Much pleasure as well as profit can be obtained by acquiring the habit of observation, both in the regular working and in the non-working hours. Vocational Guidance Bureaus should see that this habit of observation is cultivated, not only for the aesthetic pleasure which it gives, but also for its permanent usefulness.

UNBIASED OBSERVATION NECESSARY.--In order to take observations properly, the investigator should be absolutely impartial, unprejudiced, and unbiased by any preconceived notions. Otherwise, he will be likely to think that a certain thing ought to happen. Or he may have a keen desire to obtain a certain result to conform to a pet theory. In other words, the observer must be of a very stable disposition. He must not be carried away by his observations.

The elimination of any charting by the man who makes the observations, or at least its postponement until all observations are made, will tend to decrease the dangers of unconscious effect of what he considers the probable curve of the observations should be.

As has been well said, watching the curve to be charted before all of the data have been obtained develops a distinct theory in the mind of the investigator and is apt to "bend the curve" or, at least, to develop a feeling that if any new, or special, data do not agree with the tendency of the curve--so much the worse for the reputation of the data for reliability.

OBSERVED WORKER SHOULD REALIZE THE PURPOSE OF THE MEASUREMENT.--The observed worker should be made to realize the purpose and importance of the measurement. The observing should always be done with his full knowledge and hearty cooperation. He will attain much improvement by intelligent cooperation with the observer, and may, in turn, be able to be promoted to observing if he is interested enough to study and prepare himself after hours.

WORKER SHOULD NEVER BE OBSERVED SURREPt.i.tIOUSLY.--No worker should ever be observed, timed and studied surrept.i.tiously. In the first place, if the worker does not know that he is being observed, he cannot cooperate with the observer to see that the methods observed are methods of least waste. Therefore the motion study and time study records that result will not be fundamental standards in any case and will probably be worthless.

In the second place, if the worker discovers that he is being observed secretly, he will feel that he is being spied upon and is not being treated fairly. The stop watch has too long been a.s.sociated with the idea of "taking the last drop of blood from the worker." Secret observations will tend strongly to lend credence to this idea. Even should the worker thus observed not think that he was being watched in order to force him, at a later time, to make higher outputs, after he has once learned that he is being watched secretly, his attention will constantly be distracted by the thought that perhaps he is being studied and timed again. He will be constantly on the alert to see possible observers. This may result in "speeding him up," but the speed will not be a legitimate speed, that results to his good as well as to that of his employer.

Worst of all, he will lose confidence in the "squareness" of his employer. Hence he will fail to co-operate, and one of the greatest advantages of Scientific Management will thus be lost.

It is a great advantage of micro-motion study that it demands cooperation of the man studied, and that its results are open to study by all.