Part 2 of our blog "Error Proofing - Part 1"
How do we start with error proofing?
1. Lean approach - avoid making the error
2. Avoid passing the errors on to the next person
3. Avoid passing errors to the customer
These are much better steps than the traditional method of Inspection for each task performed.
Priorities for error proofing
Make it impossible to make the error -
Use system messages to inform something is missing in the information entered, and show which field needs populating before moving to the next order
Make it harder to make the error -
Use system pop up messages asking the administrator to confirm the information entered is correct
Make it obvious the error occurred -
Just like with a spell check where the word is highlighted in red, add in some visual sign that the error has been made.
Make the system or process robust so it tolerates the error -
Ensure your process does not allow errors. Or if you cannot prevent errors in your process, ensure that if the error is made, it has zero impact on your customer.
Self inspection is the most preferred option, where an administrator will need to return to their order or task, and perform some quality checks before releasing it to the next person.
Some ideas on how to introduce error proofing
- Improve the information coming in - if your customer is ordering the wrong products, have your sales persons provide more reference material or onsite training
- Audible or visual warnings - have your system provide pop up messages or stop signs if something is not looking correct
- Physical workplace - ensure adequate heating, lighting and sound reduction in your office
- Adequate breaks - ensure the administrator has time to get up and move around regularly
- Process simplification - work to improve the process if it shows error rates. This is fundamental. Use the tools listed above to question the reasons for errors in the process
- Training - ensure effective training is in place, and perform regular refresh sessions
- Self-inspection - ensure time is built in for administrators to go back and check their work, before the task moves to the next person
- Standardize your process - in a logical, sequential way. If your steps are not in the right order, you may miss adding some key information
- Job aids and visual reminders - provide your administrators easy to read, Clear examples of what mistakes to look out for
- Checklists - especially useful for new starters, back up purposes, or people who multi task
- Measurement and feedback - if your teams are not aware of the largest or highest reasons for error, they will not be aware to keep an eye out for that important step when entering information
- Drop down menus - always an improvement when comparing with free text fields
- Required fields - will not allow continuation of an electronic process until all steps are completed
- Pop up warnings - these can be clicked through, but go some way to providing a warning message
- Macros - it may take time or expertise to write one, but prevent mis-entering of information
- Copy/paste - provide the right tools to enable copy and pasting of customer requirements
- Dual monitors - PC monitors are cheap these days. An extra monitor helps to view the customer information against the system entry information, and allows for self-checking and auditing
- Stop the work! If an error is spotted, stop the work everywhere within your team - inform of the error, what is being done to fix it, and how to prevent it. This ensures every other administrator is aware of the potential error and will be conscious of that when repeating the same task
Finally, some examples of error proofing you can find or implement in the office environment
1. Signatures - when signing hard copies, don't just put “Signature” on the lines. Specify the titles and/or names of those who have to sign it. And of course the date.
Give the signatory the reason why they are signing off the document. e.g. Quality person is signing off the Standard Operating Procedure section, the Risk analysis and the Part Number investigation.
The Supervisor is signing off the Training and Implementation sections. The Manager is signing off the Ownership and Auditing sections.
2. Make your results visible. Measure the error rate before and after changes were made. Turn them into quantitative figures e.g.
95% less defects than last year
75% less injuries
99.6% less customer complaints
70% less warranty cost saved
89% scrap reduction
60% productivity increase
And you can also make qualitative statements:
Jane reported 5,000 USD savings in making a new use of post it notes
Financial services team saved costs of 75,000 USD by implementing a 6,000 USD software