Panic in the house! Tomorrow a construction must be delivered to an important customer, but during the final inspection it turns out that the product does not meet the quality standards. There are all sorts of reasons how this could have happened.
In the end, they succeed in delivering the product on time and in accordance with the correct quality standards, but at what expense ...? Read more here!
What is happening here?
It is the day before the construction is to be delivered. Tomorrow it will be transported to the customer. Today the final inspections are carried out to ensure that the construction meets the quality requirements. Jan is responsible for the inspections.
At first glance everything seemed to look fine. But when Jan inspects the quality of the welding, he determines that the welding does not meet the quality requirements that go with the certificate! This means the construction cannot be delivered in this condition!
What is happening here?
Jan goes to Karel to complain about it. Karel supervised the production process. Karel acknowledges that the production process did not go completely smoothly. He had problems with the delivery of the right tools. An old welding machine was faulty and Jarno, the welder, was not yet sufficiently trained to be allowed to work with the new machine.
He had tried it once before and on that occasion the in-house emergency officer had to get involved ... But this was an emergency, Karel thought, and he let Jarno do the job. Jarno was not yet fully familiar with the quality guidelines, so he had to remove them from the system. Later it turned out that he had used the wrong guidelines. Not on purpose of course, but due to an unfortunate mistake. He has consulted the wrong (outdated) system... Last week a new system was put into operation, in which all new guidelines have been included...
The panic is starting to get to both Jan and Karel. How do they still get the construction ready in time? If they drop all the work and redo the welds, they would succeed, they think. Jarno is immediately called in and can start to solve the problem. “If necessary, you will continue to work until tomorrow morning! As long as it gets finished!", Karel roars after him. The next morning the job was in fact done. Jarno, however, has felt the pressure.. He called in sick later…
When we look at the case from the MIOO perspective, we conclude the following.
Jan is the inspector who is responsible and he is the one who carries out the final inspection before the product is delivered. Jan finds that the product does not meet the quality requirements. He calls the supervisor, Karel, for account on this. Karel feels bad about this and must acknowledge that the production process did not go completely smoothly. However, he never reported this during the production process. At that time perhaps the schedule could have been adjusted and the product could have been manufactured ’first-time-right’. Karel is frustrated and takes it out on Jarno, the welder. Jarno, however, has fully committed himself, only he was not sufficiently facilitated by the organisation / his manager.
INFORMATION MANAGEMENT (IT):
There are 2 systems in use in which quality guidelines are kept. The old system, which should not have been consulted, was still available to Jarno. The ’force of habit‘ caused Jarno to consult the old system, while the most recent guidelines were in the new system.
It is insufficiently clear how the processes related to quality control are organised. Karel doesn’t know what he is doing. The logistical processes do not adequately match up to the production. Tools were not available when needed. There is insufficient awareness of the safety risks involved in the production process. This is evidenced by the fact that they allow an untrained and insufficiently educated employee to work with a new machine.
Karel does not know what to do in his supervisory role. He doesn’t have enough of quality management. Jarno works with machines for which he has not been trained or educated, with the result that an in-house emergency officer had to get involved. Jarno was not trained or educated to use the new system with quality guidelines. After all, if he were, he would have also been aware of the fact that he should use the new system.
What is happening here?
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