[SIZE="5"]Zero Defect: A Myth or a Milestone
A Prologue:
I write this to create awareness on the much-talked-about topic 'Zero Defect,' for which the world is striving. This write-up is not an attempt to judge or criticize any specific person or industry.
My General Observations:
Whenever we have any service encounters, we instantly feel like starting a service firm of our own that meets our service expectations.
Let the products be automobiles, televisions, or any other household or office gadgets. The front-end 'service-process' generally goes like this...
We send or give the products for servicing with a list of complaints. The service personnel take two, three, or even more days to fix the problem. When we get back our product, we realize that one of our complaints has been overlooked, and to add to that, a new problem is noticed. We take it back again for service to find the inefficiency of the service personnel or the back-end process.
Without even visiting the Himalayas on a penance, we realize that such encounters inject a saintly tolerance in us.
Of course, through soft skills, our minds can be repaired or satisfied. But we are deprived of the situation of 'fixing it the first time.' Any escalation to higher-ups by e-mail or written complaint does not guarantee 'Zero Defect' even after a service. More often, we find embarrassment by service personnel as we generally blame 'Service' for all types of product failures.
Moral: Such encounters remind us of the word 'Zero Defect,' which is the need of the hour. The thirst for in-depth knowledge is dying even in the minds of established product developers and service providers. In almost all fields, we do not have enough experts who are expert enough.
Should we satisfy ourselves by assuming that Zero Defect is not applicable where a human element is involved?
I wish our members to share their experiences if they have faced such encounters in the past.
Your feedback will be appreciated.
AVS
[SIZE]
A Prologue:
I write this to create awareness on the much-talked-about topic 'Zero Defect,' for which the world is striving. This write-up is not an attempt to judge or criticize any specific person or industry.
My General Observations:
Whenever we have any service encounters, we instantly feel like starting a service firm of our own that meets our service expectations.
Let the products be automobiles, televisions, or any other household or office gadgets. The front-end 'service-process' generally goes like this...
We send or give the products for servicing with a list of complaints. The service personnel take two, three, or even more days to fix the problem. When we get back our product, we realize that one of our complaints has been overlooked, and to add to that, a new problem is noticed. We take it back again for service to find the inefficiency of the service personnel or the back-end process.
Without even visiting the Himalayas on a penance, we realize that such encounters inject a saintly tolerance in us.
Of course, through soft skills, our minds can be repaired or satisfied. But we are deprived of the situation of 'fixing it the first time.' Any escalation to higher-ups by e-mail or written complaint does not guarantee 'Zero Defect' even after a service. More often, we find embarrassment by service personnel as we generally blame 'Service' for all types of product failures.
Moral: Such encounters remind us of the word 'Zero Defect,' which is the need of the hour. The thirst for in-depth knowledge is dying even in the minds of established product developers and service providers. In almost all fields, we do not have enough experts who are expert enough.
Should we satisfy ourselves by assuming that Zero Defect is not applicable where a human element is involved?
I wish our members to share their experiences if they have faced such encounters in the past.
Your feedback will be appreciated.
AVS
[SIZE]
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