The Psychology of Management by Lillian Moller Gilbreth

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, Analysis 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 classes 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 Agassiz 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 illustrates 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 æsthetic 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 coöperation. He will attain much improvement by intelligent coöperation 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 SURREPTITIOUSLY.--No worker should ever be observed, timed and studied surreptitiously. In the first place, if the worker does not know that he is being observed, he cannot coöperate 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 associated 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 coöperation of the man studied, and that its results are open to study by all. AN EXPERT BEST WORKER TO OBSERVE.--The best worker to observe for time study is he who is so skilled that he can perform a cycle of prescribed standard motions automatically, without mental concentration. This enables him to devote his entire mental activity to deviating the one desired variable from the accepted cycle of motions. The difficulty in motion study and time study is not so often to vary the variable being observed and studied, as it is to maintain the other variables constant. Neither skill nor appreciation of what is wanted is enough alone. The worker who is to be measured successfully must