Those of us involved in US manufacturing know the
implications of being registered to a quality system like ISO or TS16949. You establish
a system, monitor it for effectiveness then prepare to defend it when a third
party registrar comes around to conduct a surveillance audit.
Preparation usually involves making sure you are meeting
your metric goals, issuing corrective actions when necessary and a number of
other housekeeping items the auditor may choose to check.
One of the more mundane items that usually finds its way to
the bottom of the preparation list is keeping work instructions current. These
tend to get written once, then put aside, rarely looked at again. After all,
the employee (machine operator, inspector, shipping clerk, etc.) knows how to
perform a task and does not need to refer to an instruction to complete it.
But the day usually comes when that same employee is asked
to deviate from the instruction. For example, a new finish may be substituted
for a certain product. Or, a process may have to be changed slightly to
accommodate a unique customer requirement. The employee can keep it all
straight in his or her head. No need to take valuable production time to revise
a piece of paper.
But what happens if that employee is sick, on vacation or away
from the plant responding to an emergency? A substitute steps in and follows
the outdated instruction.
In the past this might have amounted to a “So what?” The person
leaves out a step causing the product to be made slightly different than
ordered. It’s a little mistake.
But the fact is these mistakes can mushroom into costly
errors. What if it affects thousands of pounds of raw material ordered incorrectly?
Or, the production of 100,000 assemblies that now have to be returned and
reworked? The costs can be astronomical eating into profits and tarnishing your
relationship with a customer.
So do yourself a favor: after reading this, have all of your
employees (production and office) read their work instructions. Are they still
doing things as written? Or, have subtle changes crept in over time? If so, now
is the time to change them to reflect what actually takes place.
It’s time to take work instructions seriously before an
error starts burning into your profits.
Joe Cappello is
Director of Global Marketing for Rotor Clip Company.
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