February 1998 • Volume 8 • Number 2
Management by Walking Around— It Never Goes Out of Style
By Peter S. Slosson
In this age of fast-moving change, we are inundated with new management fashions and fads. However, there is one method that is often overlooked but has endured through generations of American business managers. It is universal in application and works in all types of businesses. This technique is commonly called "management by walking around." Like many lasting and insightful ideas, it is simple in concept and practice — get up from your desk and walk around the shop and the office. While walking around, follow these simple steps.
Walk — slowly. Take your time and be seen. For instance, if you rush through the shop with your head down, looking like the weight of the world is on your back, the employees may think that something major is wrong. Even though the management team may be saying all is well with the company, the employees may read into your posture and question your word. This can lead to mistrust and challenge their perception of job security.
Listen — with all of your senses. As any shop "old timer" will tell you, he can hear, or even smell, if a shop is productive. It is amazing what can be learned about an operation, function or department by really listening.
Look — for problems. Are things out of place, or out of their natural sequence? This is a problem avoidance technique. If something doesn't look quite right, stop and ask. See it through, then and there. Satisfy yourself that everything is as it should be. This requires personal discipline, but will pay dividends with your people. It helps avoid problems before they become too costly.
Talk — to everyone you see. Get to know them. Ask about their families, hobbies and outside interests. Let them get to know you, and trust you. Ask about their job. What's good about it? What would they like to see improved? After a time, this will become the best bellwether of employee morale and festering employee concerns. In addition, the old adage, two heads are better than one, applies when it comes to getting quality input on how to continually improve your operation. Don't forget to respect each person's right to confidentiality.
Test — your assumptions and ideas. While walking around, look at product quality, systems and procedures. A periodic audit by a manager lets employees know what is considered important to the business. If you see a problem, work with the people responsible, in a positive way, to solve it.
Praise — people. When you see them doing something well, let them know you recognize and value positive contributions. Emphasize positive performance and show appreciation. Everybody likes to be told they are doing a good job.
Management by walking around is one idea that never gets
old, never goes out of style. Any manager can practice this
technique in any type of business. Although this is not the
answer to all management challenges, it should be
fundamental in every manager's daily routine. Try it.
Peter S. Slosson is president of The Slosson Company, an operations and education consulting firm in Davidson, N.C.
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