The inspectors think that assuring the management system is ISO-compliant will assure the output quality. However, John Seddon’s evidence says,
Inspectors might say that this comment validates their views of the ever-evolving but strangely ever-perfect ISO management system. But being ISO-complaint doesn’t mean the performance is optimised for either the workers or users. Or that it can deal with the variations life is full of. So much of the ISO system is about standardising the behaviour of the workers…at least outwardly.
Watch this video to see how understanding the work improves the output in a way that the ISO’s demands don’t: How do we change thinking?
The Witchdoctor also dislikes protocols. She prefers using brains and explains it thus:
Protocols that go beyond technical issues into the control of human behaviour (that only affects 5% of performance) are part of the system designed to enable inspection:
It’s time to engage the brain and learn what is happening.
It wasn’t designed for doctors, it was designed for factory operatives in the mid-20th Century. And it’s not the best thing in factories either.