The Hawthorne Effect

Measuring is the key to performance management & Lean success...

The Hawthorne Effect

The Hawthorne Effect is a phenomenon that occurs when people know they are being observed. Changes in behaviour are directly correlated to the times during which they were observed. Moreover, when people know that their activity is being tracked/measured, most will do their very best which may or may not be representative of a realistic work standard.

Since Lean management is all about identifying and eliminating waste and cutting out unnecessary steps in the workflow, we must measure how long each activity takes in order to demonstrate and justify the benefits of implementing change. Every task must be measured therefore, or there will be no understanding of whether the task has succeeded. Without measurement, there can be no analysis to find the improvements that need to be made. Six Sigma professionals must decide whether they can develop their projects with the Hawthorne Effect in play, or whether they need to do their measurements quietly on their own

The Hawthorne Effect can change sluggish or unmotivated workers into dynamos of creative and efficient labor. Six Sigma project managers who see this phenomenon and realize its potential can use their knowledge of it for better success in their projects. The key is in gradually training the people to continue their positive attitudes even when they are not being observed. 

Using measurement to establish collaborative and realistic expectations creates buy-in, accountability and focus.

Measurement therefore becomes the catalyst for a business case for lean changes but it also becomes a powerful underlying driver for self driven - performance management.

Eric Young
President
Tele-Centre Assist Inc.
www.telecentreassist.com