Promoted by business gurus like Tom Peters and Robert Waterman in their seminal book In Search of Excellence, MBWA encourages CEOs and senior leaders to step away from their desks, walk around, observe day-to-day operations, and engage with frontline employees firsthand. Presumably, MBWA fosters open communication, spots issues before they escalate, and builds relationships.
But is MBWA as effective as it seems?
Research evidence reveals MBWA might not be the productivity booster it’s claimed to be—and could even be detrimental to performance.
Study
The 2015 study involved a randomized group of 56 hospital work areas that experienced MBWA for 18 months. They were compared to a control group of 56 hospitals. Data were collected from nurses in these work areas, both before and after the intervention, with a sample size of 1,117 nurses in the pre-period and 903 nurses in the post-period.
The primary outcome measure used in the study was improvement in performance from the nurses’ perspective. The study used a linear regression model to assess the impact of the MBWA program on performance, controlling for various factors such as hospital size, financial stress, and the type of work area.
Main Findings:
- The MBWA program, on average, led to a decrease in performance as perceived by the nurses.
- On average, MBWA and non-MBWA resolved the same number of problems identified as high-value (top quartile).
Key Takeaways for CEOs
Despite its popularity and intuitive appeal, MBWA may not always deliver the intended benefits and can even be harmful. Specifically:
- Distraction: MBWA decreased performance because it distracted frontline staff from their daily work.
- Misalignment of Priorities: Senior executives made frontline staff focus on high-value problems, overlooking or delaying addressing smaller, easier-to-solve issues that could cumulatively have improved performance faster.
- Action, Not Motion: The physical presence of senior executives creates motion, not action.
When it comes to MBWA, CEOs should recognize its downside and consider alternative approaches such as accountability partnerships. This study is a valuable reminder that many popular management practices don’t deliver the promised results. They should be rigorously evaluated for their efficacy.
Citation:
Tucker, A. L., & Singer, S. J. (2015), “The Effectiveness of Management-By-Walking-Around: A Randomized Field Study, “Production and Operations Management, 24(2), 253-271. DOI: 10.1111/poms.12226.