How do you handle missing information? People seem to "forget" to enter information

bobdoering

Stop X-bar/R Madness!!
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Re: How do you handle missing information? People seem to "forget" to enter informati

The point you continually miss, or deliberately avoid, is that sometimes people who want to honor the requirements are faced with decisions on which requirements to honor, and must make choices.
On the rare occasion that occurs, you hope they make the right decision.

But, being bound up at the last minute with this problem that was the result of not doing the right thing to begin with long before, in the tale you spun. Asking for help then may not have been an option, but asking before surely was, and justifies the "shooting" as you term it.

There....now I did not avoid the issue.

Constancy of purpose, or the lack thereof, is almost always at the root of these kinds of issues--people are tugged in two different directions and decisions get made by people who shouldn't have to make them.
I doubt if it is that high of a probability to deem it "almost always". I think the "nobody looks at it anyway" justification dilutes some of the probability away from constancy of purpose rationale.

You will find this to be true in one particular fashion - when supervision tells an operator not to fill out the form (torn between following the system and the supervision that chooses to ignore it.) Shoot the supervision. Good interim corrective action.
 
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bobdoering

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Re: How do you handle missing information? People seem to "forget" to enter informati

It might be acceptable that at some point the employee forgets to enter information at the form but it’s not acceptable for a reviewer not to find the missing information and let this pass for a long time.
Excellent point! :applause:

Why did it happen? Why wasn't it detected? More than one failure - process failure - did not follow the process; system failure - it was permitted to occur and not detected (or not corrected if detected, take your pick). You will need corrective action for both issues.

The OP is talking about a long term failure, not a rare occurrence of forgetfulness.
 

bobdoering

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Re: How do you handle missing information? People seem to "forget" to enter informati

This is a very interesting discussion that brings out many of the beliefs associated with Theory X and Theory Y.
Either that, or brings up the old tattered, edge-worn parable:

This is a story about four people named EVERYBODY, SOMEBODY, ANYBODY AND NOBODY. There was an important job to be done and EVERYBODY was sure that SOMEBODY would do it. ANYBODY could have done it, but NOBODY did it. SOMEBODY got angry about that, because it was EVERYBODY'S job. EVERYBODY'S thought ANYBODY could do it, but NOBODY realized that EVERYBODY would do it. It ended up that EVERYBODY blamed SOMEBODY when NOBODY did what ANYBODY could have done.
 
J

JaneB

Re: How do you handle missing information? People seem to "forget" to enter informati

This is a very interesting discussion that brings out many of the beliefs associated with Theory X and Theory Y.
Yes, I'd agree. And after the first 2 (or was it 3?)posts, the original poster went silent; the the rest of the discussion has thus been based really on what theories people prefer, the assumptions they make and previous experience. This could continue indefinitely, but it's all guesses, because there no more specific information on the original problem was or appears to be forthcoming.

My summary: some of us, Jim & I included, favour the 'ask questions, and shoot later (if necessary) approach'. Others, particularly Bob and Randy, strongly advoce shoot first, question later.
 

Randy

Super Moderator
Re: How do you handle missing information? People seem to "forget" to enter informati

My summary: some of us, Jim & I included, favour the 'ask questions, and shoot later (if necessary) approach'. Others, particularly Bob and Randy, strongly advoce shoot first, question later.
Nope, didn't say that at all:nope:.......Apparently the questioning and dicsussion has been going on for some time now. Insanity is doing the same thing over and over again and expecting a different result...this appears to be the case. The time for talk is over, now is time for action...A poor example follows

In the early 1940's we talked and talked with the Japanese...suppose they had not attacked Hawaii in 1941, we might have continued talking until they were in Sydney (they were nearly there anyway)...Same thing happened in Europe..........You can only talk, beg, negotiate, or placate so much, even in business

Apparently the OP's problem is bad enough that he is seeking help from others and therefore his back is against the wall....even the tiniest mouse has the ability to fight or flee.......when in a corner a mouse will bite back...it's time for the organization to bite to fix this problem and maybe by doing so minimize others.
 

Jen Kirley

Quality and Auditing Expert
Staff member
Admin
Re: How do you handle missing information? People seem to "forget" to enter informati

I think it's possible the problem is with the organization itself.
 

Jim Wynne

Staff member
Admin
Re: How do you handle missing information? People seem to "forget" to enter informati

it's time for the organization to bite to fix this problem and maybe by doing so minimize others.
People need to stop arguing against things that no one disagrees with. There's no question that there's a problem; the question is about how to fix it.
 

Randy

Super Moderator
Re: How do you handle missing information? People seem to "forget" to enter informati

People seem to "forget" verification steps all the time. Forms come back unsigned, and there there are other "holes" in your documents, you send it back to the process owners and they fill it out, but for all you know they could be making it up.

What do you do with the guy who will just never sign off?
Above is what the OP originally posted...It looks like there has been discussion and all the other "feel-good" done to no avail. What else is there to talk about? The solution is obvious...If you cannot "correct" the problem, then eliminate a cause of the problem and in doing so it maybe it might not resurface elsewhere because of the example. There are no guarantees, but at least part of the cause has been eliminated.
 
P

Polly Pure Bread

Re: How do you handle missing information? People seem to "forget" to enter informati

People need to stop arguing against things that no one disagrees with. There's no question that there's a problem; the question is about how to fix it.
give up the idea that you can fix things not deffective or without a problem. you can only fix things once you recognized that a problem exists.
 
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