I received this from Jason I -- I think the 'wrong' link was pressed on the notification e-mail and he sent it to me instead of replying to the thread:
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I was maybe a little vague in the description of our business (customs displays), we are very, very labour intensive, our production runs are short (never repeated), and product appearance is paramount. Finally up to 25 projects can be on the shop floor at the same time and each carries it's own inspector.
Our quality program is very young, however based on data collected (inpections, CAR, Customer complaints) to-date workmanship appears to be the #1 cause of rejects. We have started some OTJ training for all supervisors, to follow later with training for all workers.
My concern still, workmanship is a human factor and all my resources and readings have indicated that I should be checking my processes not looking at the human factor, does this then mean that our processes are flawed. The company has been around for over two decades.