Zero Defect-A myth or a Mile-Stone
A prologue:
I write this for creating an awareness on the much talked topic ‘Zero Defect’for which the world is striving for.This write-up is no attempt to judge or criticize any specific person or industry.
My general observations:
Whenever we have any service encounters,we have a instant feeling to start a service firm of our own that meets our service expectations.
Let the products be automomiles,television and any other house hold or even office gadgets. The front end ‘service-process’ in general goes like this……….
We send or give the products for servicing with a list of complainst.The service personnel takes two,three or even more days to fix the problem.When you get back our product,we realize that one of our complaint has been over looked, and to add that,a new problem noticed.We take back again for service to find the inefficiency of the service personnel or the back end process.
Without even visiting Himalayas on a penance,we realize to find ourselves such encountres inject a saintly tolerance in us.
Of course by soft-skills our minds can be repaired or satisfied.But we are deprived of the situation of ‘fixing at first-time’.Any escalation to higher-ups by e-mail,or written complaint does not guarantee ‘Zero Defect’even after a service.More often we find an embarrassment by service personnel as we generally blame ‘Service’ for all types of failure of the products.
Moral: Such encounters remind us the word ‘Zero Defect’,which is the need of the hour. The thirst for in-deapth knowledge is dying even in the minds of established produt developers and the service providers.In almost all fields,we do not have enough experts who are expert enough.
Should we satisfy ourselves by assuming that Zero Defect is not applicable where a human element is involved?
I wish our members to share their experience if they have faced such encounters in the past.
Your feedback will be appreciated.
AVS
From India, Madras
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457A prologue:
I write this for creating an awareness on the much talked topic ‘Zero Defect’for which the world is striving for.This write-up is no attempt to judge or criticize any specific person or industry.
My general observations:
Whenever we have any service encounters,we have a instant feeling to start a service firm of our own that meets our service expectations.
Let the products be automomiles,television and any other house hold or even office gadgets. The front end ‘service-process’ in general goes like this……….
We send or give the products for servicing with a list of complainst.The service personnel takes two,three or even more days to fix the problem.When you get back our product,we realize that one of our complaint has been over looked, and to add that,a new problem noticed.We take back again for service to find the inefficiency of the service personnel or the back end process.
Without even visiting Himalayas on a penance,we realize to find ourselves such encountres inject a saintly tolerance in us.
Of course by soft-skills our minds can be repaired or satisfied.But we are deprived of the situation of ‘fixing at first-time’.Any escalation to higher-ups by e-mail,or written complaint does not guarantee ‘Zero Defect’even after a service.More often we find an embarrassment by service personnel as we generally blame ‘Service’ for all types of failure of the products.
Moral: Such encounters remind us the word ‘Zero Defect’,which is the need of the hour. The thirst for in-deapth knowledge is dying even in the minds of established produt developers and the service providers.In almost all fields,we do not have enough experts who are expert enough.
Should we satisfy ourselves by assuming that Zero Defect is not applicable where a human element is involved?
I wish our members to share their experience if they have faced such encounters in the past.
Your feedback will be appreciated.
AVS
From India, Madras
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Gentle reminder I am sure many would have missed this article. Please read and send your feedback Regards AVS
From India, Madras
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From India, Madras
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I am facing the same problem. Every day, we discuss safety, quality, and production issues, but when it comes to action, only 10% is implemented. The rest is ignored; no one cares, not even top management cares to look back into it. Unless the top management changes, nothing happens.
From Canada, Toronto
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From Canada, Toronto
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Congratulations Ajit Munde on your first post in the forum. Thank you for your response to my post. I have posted the realities we are facing, and I do agree with your feedback. Unless the top management has an attitude towards a better culture and discipline, things will not move in the perceived direction. Whether East or West, the tendency of humans is the same. Of course, I have seen a few exceptions in India.
Regards, AVS
From India, Madras
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Regards, AVS
From India, Madras
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Zero defect is just theoretical but not practical. For Diwali, I stitched my pants from a local tailor who stitched my pants, and this time he stitched the back pocket small, so my purse won't go into it fully. Today, I am going to him to complain and know his response. I'm stitching since so many years; "Your purse is big," he will tell me. But this purse fits in all other pants that I have. So, from his point of view, he is clear, but what about my problem? The same goes from stitching pants to making cars to repairing ACs, mixers, etc. The technician isn't too qualified either. What to do? But there are some companies who set an example of excellent service but at a premium cost.
From India, Madras
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From India, Madras
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hey AVS, As you know i am new user, can you help me out in learning how to start a new post, i really cant get it
From Canada, Toronto
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From Canada, Toronto
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Hi Ajit,
The below message will help you to start a new post.
Please use the FAQ to get more details.
AVS
How do I format my posts and messages?
When posting messages, you may wish to include some formatting such as bold text, italic text, and underlined text.
Adding formatting to your post can be done in two ways:
- Using clickable controls similar to those found in most word processors
- Typing formatting commands in BB code
Clickable controls are available in the Standard and Enhanced WYSIWYG (What You See Is What You Get) editors. The difference between these is that the standard editor will show the BB code in your message and be processed when it is displayed. The enhanced WYSIWYG editor will show your message as it will be displayed while you are typing.
To use these, simply click the button, for example, the B (bold) button, and then type to get bold text. Click the button again to stop using that formatting. You can also highlight text that you have already typed, then click the formatting button to format existing text.
BB code is a special set of codes similar to HTML that can be used in posts to the board. To see the full list of BB code tags that can be used on this site and examples of their use, click here.
From India, Madras
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The below message will help you to start a new post.
Please use the FAQ to get more details.
AVS
How do I format my posts and messages?
When posting messages, you may wish to include some formatting such as bold text, italic text, and underlined text.
Adding formatting to your post can be done in two ways:
- Using clickable controls similar to those found in most word processors
- Typing formatting commands in BB code
Clickable controls are available in the Standard and Enhanced WYSIWYG (What You See Is What You Get) editors. The difference between these is that the standard editor will show the BB code in your message and be processed when it is displayed. The enhanced WYSIWYG editor will show your message as it will be displayed while you are typing.
To use these, simply click the button, for example, the B (bold) button, and then type to get bold text. Click the button again to stop using that formatting. You can also highlight text that you have already typed, then click the formatting button to format existing text.
BB code is a special set of codes similar to HTML that can be used in posts to the board. To see the full list of BB code tags that can be used on this site and examples of their use, click here.
From India, Madras
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