Zero Defect-A myth or a Mile-Stone
A prologue:
I write this for creating an awareness on the much talked topic ‘Zero Defect’for which the world is striving for.This write-up is no attempt to judge or criticize any specific person or industry.
My general observations:
Whenever we have any service encounters,we have a instant feeling to start a service firm of our own that meets our service expectations.
Let the products be automomiles,television and any other house hold or even office gadgets. The front end ‘service-process’ in general goes like this……….
We send or give the products for servicing with a list of complainst.The service personnel takes two,three or even more days to fix the problem.When you get back our product,we realize that one of our complaint has been over looked, and to add that,a new problem noticed.We take back again for service to find the inefficiency of the service personnel or the back end process.
Without even visiting Himalayas on a penance,we realize to find ourselves such encountres inject a saintly tolerance in us.
Of course by soft-skills our minds can be repaired or satisfied.But we are deprived of the situation of ‘fixing at 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 an embarrassment by service personnel as we generally blame ‘Service’ for all types of failure of the products.
Moral: Such encounters remind us the word ‘Zero Defect’,which is the need of the hour. The thirst for in-deapth knowledge is dying even in the minds of established produt developers and the 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 experience if they have faced such encounters in the past.
Your feedback will be appreciated.
AVS
A prologue:
I write this for creating an awareness on the much talked topic ‘Zero Defect’for which the world is striving for.This write-up is no attempt to judge or criticize any specific person or industry.
My general observations:
Whenever we have any service encounters,we have a instant feeling to start a service firm of our own that meets our service expectations.
Let the products be automomiles,television and any other house hold or even office gadgets. The front end ‘service-process’ in general goes like this……….
We send or give the products for servicing with a list of complainst.The service personnel takes two,three or even more days to fix the problem.When you get back our product,we realize that one of our complaint has been over looked, and to add that,a new problem noticed.We take back again for service to find the inefficiency of the service personnel or the back end process.
Without even visiting Himalayas on a penance,we realize to find ourselves such encountres inject a saintly tolerance in us.
Of course by soft-skills our minds can be repaired or satisfied.But we are deprived of the situation of ‘fixing at 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 an embarrassment by service personnel as we generally blame ‘Service’ for all types of failure of the products.
Moral: Such encounters remind us the word ‘Zero Defect’,which is the need of the hour. The thirst for in-deapth knowledge is dying even in the minds of established produt developers and the 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 experience if they have faced such encounters in the past.
Your feedback will be appreciated.
AVS
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