Page 183 - Six Sigma Demystified

Chapter 7 IMPR O VE STAG E 163

Automation is a common way to minimize the occurrence of inadvertent
errors by removing the human element. Bar-code readers are simple devices
used in many industries to prevent product numbers, customer information, or
product data from being incorrectly typed into a database.
Another approach that has proven helpful is an ergonomic approach to
improving the work environment. For example, a simpler keyboard, easily
accessible to the clerk, might help to reduce data-entry errors.
Technique errors are characterized as being unintentional, usually confined
to single characteristic or class of characteristics (e.g., cracks) and isolated to a
few workers.
Technique errors can be minimized by using the same methods as for inad-
vertent errors (i.e., foolproofing, automation, and ergonomics) or through train-
ing. Training is perhaps the most common method of reducing technique errors
and can be combined with visual aids and documentation at the process level
for easy access by the workforce.
Willful errors are characteristically nonrandom and difficult to detect. For-
r
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tunately, they usually involve only a single disgruntled worker and are extremely
rare in practice. Only 100 percent inspection can hope to detect these types of
errors, and even 100 percent inspection is not 100 percent accurate, so errors
still can be undetected. An engaged and empowered workforce is perhaps the
best prevention.

PROJECT EXAMPLE: Evaluating Process Failure Modes

The team used FMEA to evaluate the risks associated with the current process,

a portion of which is shown in Table 7.2. The severity, occurrence and detection
level codes are based on the corresponding tables shown in Part 3; the failure
rates for the occurrence table are based on the actual baseline error rate data.
The FMEA places heightened risk on the following process failure modes
(ranked by RPN in Table 7.2):
1. Renewal data not entered
2. Renewal data incorrectly entered
3. License code: wrong software features enabled
4. License code: incorrect license count
5. Incorrect license count entered in CRM system