Chapter 8. Build a Culture That Stops to Fix Problems 195- Errors in information or documentation
- Transposing type errors (watch for long number strings)
- Misinterpretation type errors (look for similar descriptions, numbers, and
appearance) - Recognizing the mistake but failing to segregate or correct it
Note that mistake proofing extends well beyond the prevention of defects.
It applies to any work activity and to any mistake that creates a deviation from
the defined standard. Perhaps the material handler forgets to pick up an item,
or a designer forgets to put key information on the prints. Consider this example
that we are all familiar with:
You pull into the drive-through of your favorite fast food restaurant to order
lunch and notice that a screen displays your order as you call it in and the
cashier enters it. The screen has a statement that says, “This screen is to ensure
order accuracy.” So one possible point of error is in entering the order. How
could an error occur? Perhaps the cashier could not hear clearly. Perhaps the
customer ordered the wrong thing or the wrong quantity (not that that would
ever happen in your business!). The cashier may press the incorrect key (note
that the cash registers have preprogrammed buttons for all items—an error-
proofing and time-saving example), or enter an incorrect quantity.
Well, there are several possibilities for mistakes to occur, and we’re only at
step one! Remember in the “old days” when the order would be called back to
the food preparation area? This is another opportunity for errors. Again, what
if it were called out incorrectly, or heard incorrectly, or either party forgot part
of the order? Many restaurants have installed monitors that display the order to
the kitchen as it’s keyed in. No chance to misunderstand or forget. Then comes
the actual food preparation. This may be the area of greatest opportunity for
error. The error rate is most likely tied to orders that “deviate” from standard
(even though they promise that you can “have it your way”). Did you ask to
hold the mayo or to add extra pickles? Errors might occur in the actual prepa-
ration of the nonstandard item, or the order could be prepared correctly and
then a different item placed in your bag. Are the “specials” separated from the
standards? How are specials visually indicated to prevent errors? With all of the
possible opportunities for errors, it’s a wonder the order comes out right most
of the time.
Creating a Support Structure
In most traditional operations miscellaneous problems occur throughout the day,
and leaders are seldom notified (based on the individual preference of the
worker). We have observed machines that were not operating, defects that were
piling up, and even operators who had left the work area for some reason, and