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Non-conformances due to Human Error
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Non-conformances due to Human Error
Non-conformances due to Human Error
Non-conformances due to Human Error
Non-conformances due to Human Error
Non-conformances due to Human Error
Non-conformances due to Human Error
Non-conformances due to Human Error
Non-conformances due to Human Error
Non-conformances due to Human Error
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Some Related Topic Tags
employee error, human error, nonconformances
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  Post Number #1  
Old 14th March 2014, 11:59 PM
nurhakim

 
 
Total Posts: 42
Please Help! Non-conformances due to Human Error

Hi,

I would like to get your opinion regarding this. Recently we receive a complaint regarding packing defect which is-product was packed in different size boxes.
We investigate and come to conclusion that it was due to human error when no evidenced from QC & QA records showed that we experience such defects.

So our corrective action was retraining of operators. However it seems that customer is still not happy with the solution. How far do you think that this CA is acceptable and can satisfy the customer, with the fact that it will not reoccur in the future.

Thanks,
Nur

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  Post Number #2  
Old 15th March 2014, 12:22 AM
Chennaiite's Avatar
Chennaiite

 
 
Total Posts: 579
Re: Non-conformances due to human error

Quote:
In Reply to Parent Post by nurhakim View Post

Hi,

I would like to get your opinion regarding this. Recently we receive a complaint regarding packing defect which is-product was packed in different size boxes.
We investigate and come to conclusion that it was due to human error when no evidenced from QC & QA records showed that we experience such defects.

So our corrective action was retraining of operators. However it seems that customer is still not happy with the solution. How far do you think that this CA is acceptable and can satisfy the customer, with the fact that it will not reoccur in the future.

Thanks,
Nur
Train your Operator thousand times or even more. Still on a given day such errors could happen, because Training plugs lack of awareness and not lapse of concentration which let us agree that cannot be completely eliminated. The best option is to make your process insensitive to lapse of concentration.
Some food for thought:
Why not standardize box sizes?
What business the different size box had in the location where you packed this product?
Why was it not detected before delivery?
Ask the operator, he might have some ideas too.
Thank You to Chennaiite for your informative Post and/or Attachment!
  Post Number #3  
Old 15th March 2014, 12:39 AM
Hileen

 
 
Total Posts: 23
Re: Non-conformances due to human error

Quote:
In Reply to Parent Post by Chennaiite View Post

Train your Operator thousand times or even more. Still on a given day such errors could happen, because Training plugs lack of awareness and not lapse of concentration which let us agree that cannot be completely eliminated. The best option is to make your process insensitive to lapse of concentration.
Some food for thought:
Why not standardize box sizes?
What business the different size box had in the location where you packed this product?
Why was it not detected before delivery?
Ask the operator, he might have some ideas too.
Is there a dedicated material list for the specific product that was packed? Were the different size cartons issued incorrectly from the store? Item numbers? Are checks in place to check all dry goods issued to production line prior to start- up of production?
  Post Number #4  
Old 15th March 2014, 12:55 AM
RLewing

 
 
Total Posts: 60
Re: Non-conformances due to human error

Hi, Nurhakim

There might be several other things you could do - depending on your case, but the first question is: How much costs to the customer comes from this potentially repeating error? Is it worth additional preventive costs?

You might consider poka yoke (Mistake Proofing) by designing boxes that can only have the correct product and number (if possible). Or having "more eyes" - a separate person bringing in the products and the packing material, which then needs to be checked by the packer. Or having a separate out of the box audit (OBA) at the end, that is someone coming finally and opening and checking one random package.

But first, think of what is the cost of error?

BR Raimo
  Post Number #5  
Old 15th March 2014, 01:22 AM
nurhakim

 
 
Total Posts: 42
Re: Non-conformances due to human error

Quote:
In Reply to Parent Post by Chennaiite View Post

Train your Operator thousand times or even more. Still on a given day such errors could happen, because Training plugs lack of awareness and not lapse of concentration which let us agree that cannot be completely eliminated. The best option is to make your process insensitive to lapse of concentration.
Some food for thought:
Why not standardize box sizes?
What business the different size box had in the location where you packed this product?
Why was it not detected before delivery?
Ask the operator, he might have some ideas too.
Hi,

thanks for your speedy thought, all boxes are well identified with size, it is just the matter of operators' awareness in picking up the correct product size to pack inside the correctly issued boxes.

In this case, of course, there is possibility that the workplace is not organized in such a way that the product can be well identified (e.g. labeling), thus causing this error.

But how far retraining can be the best solution, and customer are willing to accept it. So far other initiatives taken was-1) reorganize the work place, 2) labeling for identification 3) checklists for verification by the operators that they are using correct box and product.

Thanks,
Nur
  Post Number #6  
Old 15th March 2014, 01:34 AM
harry

 
 
Total Posts: 6,291
Re: Non-conformances due to human error

Quote:
In Reply to Parent Post by nurhakim View Post

.............................. We investigate and come to conclusion that it was due to human error when ...................
Not sure about elsewhere but in Malaysia, this seems to be a favorite excuse probably because the operators are at the end of the queue of a finger pointing exercise.

Quote:
In Reply to Parent Post by nurhakim View Post

which is-product was packed in different size boxes. .......................
This is evidence that there should be a few more 'whys' after human error


Quote:
In Reply to Parent Post by nurhakim View Post

..................... However it seems that customer is still not happy with the solution. ...............
I think customers are not interested in what appears like a 'blame game' but would like to see some things done at the system level to prevent or at least minimize the occurrence of similar cases in the future. The other posts above do contain some good suggestions.

Last edited by harry; 15th March 2014 at 03:00 AM.
Thank You to harry for your informative Post and/or Attachment!
  Post Number #7  
Old 15th March 2014, 03:54 AM
AMIT BALLAL's Avatar
AMIT BALLAL

 
 
Total Posts: 215
Look! Re: Non-conformances due to human error

Hi!!!!!!

Human error cannot be the root cause, as you need to work on error proofing so that errors cannot be made by a human. If anything goes wrong, it means system has failed somewhere (Not human).

If you think, "Operator was not aware about how to perform a specific task", then ask further why : " Why training was not given to the operator? ". Then you might get the root cause / if not ask further why to find out the final root cause.

I hope this might help!

Thanks,
Amit
Thank You to AMIT BALLAL for your informative Post and/or Attachment!
  Post Number #8  
Old 15th March 2014, 08:00 AM
ckillam3

 
 
Total Posts: 21
Re: Non-conformances due to Human Error

What is the answer when the operator ignores the instruction or chooses to perform the task differently than the instruction?
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