YOU may have read many of my articles that focused on the thinking that 'problem workers are created by problem managers.' But what if the issue is made complex by company presidents, chief executive officers, chief operating officers or general managers? Before we proceed, let me clarify that such thinking is not my original idea.

It came from W. Edwards Deming (1900-1993), the American genius who told us that '85 percent of faults lie with systems, processes, structures and practices in an organization and only 15 percent is down to operator skill and it is the responsibility of management to fix this.'