Ideas for reducing Human Error during Order Receipt

9

93ramvert

#1
OK we are AS9110, FAR 145 Repair Station, our order entry process is the inspector gathers info off of the customer P.O. such as P/N, S/N, P.O. #, Eng. S/N, and workscope and enters it into our system, which then generates all future paperwork regarding the Part. This entry has to be done by human interface which leaves us open for mistakes, in any of the info mentioned. Now our customer service rep. is supposed to also review the same P.O. to ensure this data is transcribed properly. We then have a sign off by an inspector who releases the part in to work after the customer approves the quote. This steps breaks down check Part, P.O. and company document to verify the correct P/N, sign and date. Check Part, P.O. and company document to verify the correct S/N, sign and date. This goes on for each human entered item. Then the final inspector does the same, and then one last step we have the shipper receiver be one last look and goes over all the paperwork before shipping. Major amounts of redundancy that is not working, we have explained the importance of having this info correct. We ship about 100-120 parts a month and we had been seeing about 5-6% incorrect entries. I implemented the sign for each item review step and we got it down to 0%, but after 3 months it?s starting to creep back up, as those who do the review are getting more complacent with process. Does anyone have any ideas that maybe you do in your shop that will help reduce these order entry issues on a consistent basis, something that cannot just be pencil whipped? It certainly doesn?t help that upper management will not address this poor behavior.
 
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Jim Wynne

Staff member
Admin
#2
OK we are AS9110, FAR 145 Repair Station, our order entry process is the inspector gathers info off of the customer P.O. such as P/N, S/N, P.O. #, Eng. S/N, and workscope and enters it into our system, which then generates all future paperwork regarding the Part. This entry has to be done by human interface which leaves us open for mistakes, in any of the info mentioned. Now our customer service rep. is supposed to also review the same P.O. to ensure this data is transcribed properly. We then have a sign off by an inspector who releases the part in to work after the customer approves the quote. This steps breaks down check Part, P.O. and company document to verify the correct P/N, sign and date. Check Part, P.O. and company document to verify the correct S/N, sign and date. This goes on for each human entered item. Then the final inspector does the same, and then one last step we have the shipper receiver be one last look and goes over all the paperwork before shipping. Major amounts of redundancy that is not working, we have explained the importance of having this info correct. We ship about 100-120 parts a month and we had been seeing about 5-6% incorrect entries. I implemented the sign for each item review step and we got it down to 0%, but after 3 months it?s starting to creep back up, as those who do the review are getting more complacent with process. Does anyone have any ideas that maybe you do in your shop that will help reduce these order entry issues on a consistent basis, something that cannot just be pencil whipped? It certainly doesn?t help that upper management will not address this poor behavior.
Without understanding the nature of the errors and the risks involved, it's hard to say what the problem might be. Some people are better at data entry than others. Maybe you're a small shop, but it seems odd to have an inspector doing order entry, and then have it checked by a customer service person. It seems backwards.

If order entry errors are causing trouble that results in unnecessary expense, that's one way to get managment's attention. Before beatings commence, though, you should try to determine if there's something about the process that encourages errors.
 

Michael_M

Trusted Information Resource
#3
Can you remove the 'human review'. For example, produce a digital scan of the customer PO and the entered items and have some type of software review it (I am pulling ideas out of thin air here). Have a digital comparison of data?
 
9

93ramvert

#4
The errors can be just a wrong number entered in to the system whether it be an incorrect P/N, S/N or P.O. # for instance what has caused me to start this thread, is a P.O. came in the P.O. # was SA-28304, the inspector entered SA-38304. Easy enough to make that mistake, but the follow up reviews that are "Checking" these errors are overlooked.

The reason an inspector enters the info into the system is we have to verify the proper modification level of the part prior to entering it into the system, there are a few decisions that are made at the time of entry as well and those are handled by inspectors.
 

sulkinsf

Involved In Discussions
#5
An ideal solution would be to error proof the data entry through electronic means.

Options:
Consider bar code or OCR entry of the data. This is not terribly expensive, especially considering its importance and inspection costs.

Steve
 
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