Dear Mr Pradeep Agrawal,
I understand your challenge. Nevertheless, rather than looking at the colour of the collar, let us look at the people who commit mistakes. Why do they commit the mistakes? Are they fit to be employed? Have you documented the recruitment standards and if yes, then are these used in recruitment? What kind of recruitment tests were conducted before taking them on board?
The second question is whether your company has imbibed a quality culture in the minds of all the staff of the company? Do they live with the quality?
The third question is whether they are paid as per the market standards or paid the minimum wages? People with minimum wages cannot be expected to give an output of maximum quality.
I recommend you measure the Cost of Poor Quality (COPQ). Identify which factors contribute the highest to the COPQ. Remove those causes. Later on, turn attention to the second rung of factors and so on.
Measuring the COPQ is just one part of the improvement. How about the other costs and ratios associated with the business? Have you studied the systems and processes of each department and measured them scientifically?
The next suggestion is to document the processes to the last detail training the staff (in the local language) on the implementation of the processes. I have seen MNCs employing low-IQ staff. However, their systems and processes are so strong that even a person with sub-par intelligence also works.
The last suggestion is on the introduction of automation. Day by day, reliance on manual work is getting reduced. Automation helps increase the quality.
I provide training and consulting services in the field of Supply Chain Management (SCM), Ops Management etc. Hence the above questions and suggestions.
Thanks,
Dinesh Divekar