In part 1 of "The Zero-defect Vision," I explore how to develop strategies to eliminate errors and prevent defects in your product or service. Here, I will examine the common sources of errors in product development activities
In order to be able to recognize, and prevent, human error, it is important to understand that developing technology is a people business. Completely eliminating human error is not possible, so we should focus on minimizing the conditions that increase the possibility of error. Some of the factors to pay close attention to are:
- Lack of knowledge, skills, or ability
- Mental errors
- Sensory overload
- Repetitive strain or exhaustion
- Loss of emotional control
This is where we rely on other parts of the organization to help employees ensure that a good social environment exists, and that the right people—with the right skills—are put in the right positions, giving them the best chance for success. Managing by spreadsheets has been the worst violation I have seen in our industry, because it takes the human element out of the picture. Managers move people around, often overloading them on project assignments as long as their full time equivalent total is within their budget. This practice is unrealistic and causes much stress in the worker ranks. In fact, I deplore the use of the term “resources” when talking about people. In any conversation, when I hear someone use the term “resources” when talking about people, I stop them and say, “Do you mean people?” That catches on pretty quickly and has a way of changing the way they think.
It’s important to have the right people in place, and you must set them up in the right conditions for developing a product. You need to have a good set of methods to use in the development process, including process steps, transportation (information, people, technology), and decision making. Improper methods are often the cause of errors. Methods include:
A good process will quickly expose the problems that exist in creating value for a customer. Having courage and determination to face these problems head-on while making changes to improve is key to producing products faster at higher quality.