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Bobh@pte
I am wondering if anyone else has encountered this problem?
We have an internal web site which anyone in the company has access to
for the purpose of identifying an "issue". An issue can be a customer complaint, internal n/c, supplier n/c, internal audit finding, etc...
We are at the point where we have people who are making the same mistakes. When an issue is generated, the requirement is stated, (What the customer wanted), the issue is stated, (What went wrong), Interim action taken is stated, (We sent the customer the correct product and brought back the incorrect product). The report is then emailed to the "accused" who must, (with the aid of the department manager) state the root cause, state the intended corrective action and implement preventive action where applicable. The department manager is responsible for reviewing the employees response and closing out the "issue" if it passes muster. The results are stored in a database for analysis.
What do some of you do with people who continually make some of the same errors? Training is not an issue, it really boils down to carelessness, lack of focus and just not doing the job completely. The errors are of the minor nature, but still can cost between 25-50 dollars per issue.
We are in the process of trying to decide what to do in these types of circumstances. This is an inside sales function of the company, who along with the shipping fuction account for 70% of the errors reported. These are the type of errors where the 5 whys stop at "duh".
Anyone care to share any ideas?
We have an internal web site which anyone in the company has access to
for the purpose of identifying an "issue". An issue can be a customer complaint, internal n/c, supplier n/c, internal audit finding, etc...
We are at the point where we have people who are making the same mistakes. When an issue is generated, the requirement is stated, (What the customer wanted), the issue is stated, (What went wrong), Interim action taken is stated, (We sent the customer the correct product and brought back the incorrect product). The report is then emailed to the "accused" who must, (with the aid of the department manager) state the root cause, state the intended corrective action and implement preventive action where applicable. The department manager is responsible for reviewing the employees response and closing out the "issue" if it passes muster. The results are stored in a database for analysis.
What do some of you do with people who continually make some of the same errors? Training is not an issue, it really boils down to carelessness, lack of focus and just not doing the job completely. The errors are of the minor nature, but still can cost between 25-50 dollars per issue.
We are in the process of trying to decide what to do in these types of circumstances. This is an inside sales function of the company, who along with the shipping fuction account for 70% of the errors reported. These are the type of errors where the 5 whys stop at "duh".
Anyone care to share any ideas?