What is Broken Windows Management?
In his creative guide to the practice of Broken Windows
Management for Business, author Dr. Tom DePaoli offers practical strategies
learned from his diverse career in many organizations. A description of
some of the principles of broken windows management is explained and made
relevant to both business and other organizations.
The broken
windows management analogy to some criminal justice theories is explained. In many cities of the country
there’s a fear of the streets; especially if there’s disorder and the
environment is in disarray. In many organizations there’s a fear of
management. No small part of this can be due to employees who do not
understand the actions of upper management. One of Deming’s most important points was to drive out fear. Prevention of disorder and actually
fixing things that employees say are wrong; goes a very long way to
establishing trust and credibility with management. Management must be vigilant
and constantly try to control disorder and fix the things and issues that
employees’ value. These actions reduce employee fear of management and
actually help gain trust. Trust is enhanced by quickly fixing things that
employees’ want fixed.
A lot of broken windows management is ‘learning by doing’.
There is ample room for creativity and having fun with broken windows
management. Broken windows management is a journey not a quick fix. After years of
employee neglect it will take time for broken windows management to work. It
remains one of the most viable and practical ways to achieve quality of work
life improvement. The author relates some for
the principles of 5S and the kaizen methodology to the broken windows
management approach. Told in part via a story or blog post like format, Broken
Windows Management for Business uses real life examples to discuss what goes
right, and often wrong, in the broken windows management trenches.
Dr. Tom
contrasts the broken windows management approach to current management fads,
which are often ineffective, trendy, and shallow flavors-of-the-month. Broken
windows management is strong on actions and results orientated approach. It
requires a powerful ongoing commitment from management. The emphasis is on
fixing employee issues, correcting complaints and solving problems
expeditiously. Attention to detail and a passion for meeting employee’s needs
are at its centerpiece. Broken Windows Management also places an emphasis on order
and trying to create an impressive workplace that employees and customers would
be proud of and motivated to keep clean. Dr. DePaoli sets a benchmark
that the work area should be so impressive and safe that employees could
take-their-child-to-work any day, at any time.
Broken
windows management is not a silver bullet or a theory that will fix all the
problems in an organization. It is certainly something to consider based
on the failure of many other management flavor-of-the-month attempts to improve
employee morale. Finally, if you give employees the tools and resources to
fix many of the issues and problems on their own, without interference from
upper management, you will establish a strong culture of self-reliance and
skills for employees to solve their own issues. Broken windows management for
business greatly encourages solving issues at the lowest or core level, a
fundamentally strong management principle. Giving broken windows management a
chance can empower employees and improve management credibility tremendously.
Like some good business leaders (unfortunately now in the minority), the author places employee needs first and foremost in his book. “Many organizations have lost sight of the value of their employees and treat them very poorly. They can provide an energized face to the customer that will provide a significant competitive advantage.” The actual theory of broken windows management for business is not complicated. It does not require tedious certifications; long training sessions or expensive consultants. It does require a strong commitment from management to listen to employee complaints, get well organized and fix them. The theories of clean design and ergonomics can also help.
Like some good business leaders (unfortunately now in the minority), the author places employee needs first and foremost in his book. “Many organizations have lost sight of the value of their employees and treat them very poorly. They can provide an energized face to the customer that will provide a significant competitive advantage.” The actual theory of broken windows management for business is not complicated. It does not require tedious certifications; long training sessions or expensive consultants. It does require a strong commitment from management to listen to employee complaints, get well organized and fix them. The theories of clean design and ergonomics can also help.
Dr.
DePaoli remains convinced that broken windows management for business is a
proven and very effective method to improve employee trust and loyalty.
Broken
Windows Management in Business is available in both print and eBook formats.
