December 14, 2015 | Leave a comment This principle is one of many in a series of principles taught by Marshall Thurber Theory When a breakdown occurs blaming people is not a responsible strategy for improvement. The impact due solely to a person’s direct action is small in comparison to that of the system within which they work. Focus on improving the system which will achieve better results than searching for what people did wrong. 94% of breakdown occurs because of process not the people Blaming and replacing people will not produce better results, not responsible and is wasteful. Fix the process I’d like to declare a breakdown Focus on the most effective improvement strategies. Improve the area with the greatest possibility for results. Goal without a process accomplishes nothing Examples “the system that people work in and the interaction with people may account for 90 or 95 percent of performance.” – Dr Deming