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
From India, Madras
456A 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
From India, Madras
Congratulations Ajit Munde on your first post in the forum.
Thank you for your response to my post.
I have posted the realities we are facing and I do agree with your feedback.
Unless the top management have an attitude towards a better culture and discipline,things will not move in the perceived direction.
Whether East or West the tendency of the human is same.
Of course I have seen few exception in India.
Regards.
AVS
From India, Madras
Thank you for your response to my post.
I have posted the realities we are facing and I do agree with your feedback.
Unless the top management have an attitude towards a better culture and discipline,things will not move in the perceived direction.
Whether East or West the tendency of the human is same.
Of course I have seen few exception in India.
Regards.
AVS
From India, Madras
Zero defect is just theoritical but not in practical, for diwali i stiched my pants from local tailor who stiches my pants and this time he stiched the back pocketsmall so my purse wont go into it fully, today i am going to him to complain and know his response im stiching since so many years ur purse is big he will tell but this purse fits in all other pants that i have so from his point he is clear but what about my problem same goes from stiching pants to making cars to repairing ac . mixers etc,,, and the technician isnt too much qualified either .. what to do,, but there are some companies who have example of excellent service but at premium cost,,
From India, Madras
From India, Madras
Hi Ajit
The below message will help you to star a new post.
Pl use the FAQ and get more details.
AVS
__________________________________________________ ____________
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__________________________________________________ ____________________________
From India, Madras
The below message will help you to star a new post.
Pl use the FAQ and get more details.
AVS
__________________________________________________ ____________
How do I format my posts and messages?
When posting messages you may wish to include some formatting such as bold text, italic text and underlined text.
Adding formatting to your post can be done in two ways:
Using clickable controls similar to those found in most word processors
Typing formatting commands in BB code
Clickable controls are available in the Standard and Enhanced WYSIWYG (What You See Is What You Get) editors. The difference between these is that the standard editor will show the BB code in your message and be processed when it is displayed. The enhanced WYSIWYG editor will show your message as it will be displayed while you are typing.
To use these, simply click the button, for example the B (bold) button and then type to get bold text. Click the button again to stop using that formatting. You can also highlight text that you have already typed then click the formatting button to format existing text.
BB code is a special set of codes similar to HTML that can be used in posts to the board. To see the full list of BB code tags that can be used on this site and examples of their use, click here.
__________________________________________________ ____________________________
From India, Madras
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