Mr. Speaker, I took note of the frontline research that the member for Wild Rose did as far as our customs and border systems are concerned. Over the past 15 years anyone taking a masters of business administration at any good school of management would get into total quality management. It states that if quality is improved then results are improved. It involves having a system which is continuously improved to get better results.
The system is improved by eliminating fear among the frontline workers. Another way of getting continuous improvement is by getting meaningful input from frontline workers. One thing that should not be done under that theory is dictating or ordering results. Results have to be managed and a team has to be in place to achieve that.
I detected a great deal of fear among our frontline workers in the customs department. The fear goes so far that they feel they cannot speak to a member of parliament about the problems they are experiencing.
Any modern management system in the private sector would say that these are signs of a system that is not working. It is based on fear and commanding results, and it does not work.
If we want a quality system then we have to throw that out and find a different way of doing things. This does not have the signs of a quality system. Would the member for Wild Rose have any comments on that matter?