PARAPHRASE SLIDE ask for more car examples.

Here is an example of a form. Up at the top you have "before" and down at the bottom "after." You have all of these people who are supposed to sign this engineering change notice and you really have to think carefully about who to have sign it. After a change what we have is a grid. The grid now says what type of changes occurred, and has blanked out the unnecessary signatures. So, now the form actually walks you through the approval process so that you can determine how to get the job done. That is putting knowledge in the world. You can see much more effectively what to do.

Mistakes can be assigned to any of ten categories depending on the basis of their origin.

1 © 2005 Superfactory™. All Rights Reserved. Lean Office - Mistake Proofing & Poka Yoke Superfactory Excellence Program™ www.superfactory.com

2 © 2005 Superfactory™. All Rights Reserved. Outline What is Mistake Proofing? Everyday Examples Effectiveness & ROI Error Proofing and SPC Inspection Techniques Types of Poka Yokes

3 © 2005 Superfactory™. All Rights Reserved. Everyday Examples New lawn mowers are required to have a safety bar on the handle that must be pulled back in order to start the engine. If you let go of the safety bar, the mower blade stops in 3 seconds or less. Fueling area of car has three error-proofing devices: 1. insert keeps leaded-fuel nozzle from being inserted 2. tether does not allow loss of gas cap 3. gas cap has ratchet to signal proper tightness and prevent overtightening. 3.5 inch diskettes cannot be inserted unless diskette is oriented correctly. This is as far as a disk can be inserted upside-down. The beveled corner of the diskette along with the fact that the diskette is not square, prohibit incorrect orientation.

4 © 2005 Superfactory™. All Rights Reserved. Everyday Examples Whose signature is required? Before: After:

5 © 2005 Superfactory™. All Rights Reserved. Ten Types of Human Mistakes Forgetfulness Misunderstanding Wrong identification Lack of experience Willful (ignoring rules or procedure) Inadvertent or sloppiness Slowliness Lack of standardization Surprise (unexpected machine operation, etc.) Intentional (sabotage)

6 © 2005 Superfactory™. All Rights Reserved. Can you think of examples of mistake-proofing in your car?

7 © 2005 Superfactory™. All Rights Reserved. Applications to Services Server and customer errors impact service quality and must be managed Focus on “front-office” customer interaction “Back-office” important but more similar to manufacturing Source: make your service fail-safe. Chase, R. B., And D. M. Stewart. 1994. Sloan management review (spring): 35-44. 1/3 of customer complaints relate to problems caused by the customer themselves