Putting Fear to Flight


Sulzer-Azaroff, Beth; Harshbarger, Dwight   (1995, ASQC)   The Browns Group, Naples, FL

Quality Progress    Vol. 28    No. 12
QICID: 13034    December 1995    pp. 61-65
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Article Abstract

Performance management is the application of behavior principles to the needs of individual organizational cultures. At the Wongpaitoon Footwear Company (WFC) in Bangkok, Thailand, performance management has excised fear and helped employees improve their work. Before introduction of this new philosophy, WFC's management by fear resulted in final inspection failures of up to 14% of product per day. Implementation of performance management has reduced defects to about 4.4%. Performance management clarifies what is a good job. At WFC, a checklist for each job has helped workers and auditors understand the needs of external and internal customers. Training, support, and empowerment have given employees the confidence to do good work. Coaching, feedback, and praise allow employees to know they are doing well and how to improve. Positive reinforcement for good work includes rewards such as celebrations, small gifts, and the knowledge that fear has been eliminated from the workplace.


Cultural change,Defects,Employees,Feedback,Management styles,Performance appraisals

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