Page 135 - Serious Incident Prevention How to Achieve and Sustain Accident-Free Operations in Your Plant or Company

CH11pp111-125 4/10/02 12:51 PM Page 113

Measurement and Feedback 113

process for vacuum cleaners led to development of the double-cyclone, bag-
less cleaner. Dyson’s revolutionary vacuum cleaner outsells its nearest com-
petitor in the U.K. by a wide margin, and virtually all major vacuum cleaner
manufacturers throughout the world now offer their versions of a bagless
machine.
Dyson’s genius also included an understanding of the human desire for
direct feedback of results when performing tasks. Other vacuum manufac-
turers had historically assumed that individuals operating the machine did
not want to see the accumulation of dirt and grime as it was being vacu-
umed. Dyson, however, realized that users do want to see the results of their
work—whether it be bowling, preparing a vessel for confined space entry,
or vacuuming a floor. His clear plastic, removable collection bin that shows
the dirt, debris, and dog hairs being collected provides direct performance
feedback to the vacuum cleaner operator and has added to the vacuum’s
commercial success. 1

Performance Accountability

Completion of each step in a “Plan-Do-Check-Act” continual improve-
ment cycle helps ensure that desired initiatives are successfully deployed.
An effective measurement and feedback system allows managers and oth-
ers accountable for performance to stay up-to-date on implementation ef-
forts. Progress beyond the “Plan” step is dependent upon a system for
measuring results and providing timely feedback to individuals and teams
accountable for performance. When the consequences of failure are cata-
strophic, an effective process must be in place for ensuring proper imple-
mentation. Management confidence based upon anecdotal reporting,
superficial inspections, or the passing of consecutive days without an inci-
dent is a false confidence.

Performance Measurement
for Critical Work

To illustrate an effective measurement and feedback system, consider a
warehouse operation involving storage of combustible and flammable ma-
terials. Critical work to prevent serious incidents for an operation of this
type would likely include:

Development of storage, fire prevention, and emergency response
procedures