Error/Mistake Proofing

Error/Mistake Proofing
 Purpose

To reduce/eliminate the opportunity

to make mistakes that result in
defective product

Error/Mistake Proofing
 What is Error/Mistake Proofing (EMP) ?

Initiatives that are utilized to prevent or

immediately detect product and/or process
issues.

Error/Mistake Proofing
 Why Use EMP

• Prevents errors or mistakes from occurring

• Provides capability for the performance of
source inspections
• Provides for immediate feedback and action,
should mistakes occur, to prevent them from
continuing in the process or moving on to the
customer

Error/Mistake Proofing
 Causes of Errors/Mistakes
Human Error Component Failure
 Forgetfulness  Wrong information to client
 Misunderstanding  Late information
 Experience  Incorrect follow-up
 Misidentification  Omitted information
 Standards not known  Wrong charting of calls
 Willful  Wrong number on ticket
 Inadvertent  Wait time from IVR
 Intentional
 Wrong information
Defects
 Server  Form not used
 Email  Mis-routing
 PC  Incorrect sequencing
 Excessive variation  Incorrect work instruction
 Setup errors  Poor report presentation
 Omitted processes
 Errors enter process

Machine Failure Process Failure

Error/Mistake Proofing
 Error vs. Mistake Proofing

• Designing a potential • Change to a CSR that helps

failure or cause of failure to reduce or eliminate
out of a product or defects or prevent the defect
process; the defect from continuing downstream
cannot be made (e.g., (e.g., warning)
outbound calls) • Reactive
• Proactive • DETECTION
• PREVENTION

Error/Mistake Proofing
 Examples
Problem Mistake Proofed Error Proofed
Not wearing seatbelts
Warning light or chime Passive restraint

Unfilled Cup
“CUP IS FILLING” light Dispensing door will not
open until cycle is
complete

Error/Mistake Proofing
 Error Proofing Example #1
Problem Description

Symmetrical metal fittings

are sometimes placed
upside down into a hole-
punching jig and punched
incorrectly, resulting in
wasted material and time,
because fittings cannot be
used.

Computer Panel
Error/Mistake Proofing
 Error Proofing Example #1
Solution

Place an interference pin

on the hole-punching jig. If
fitting placed upside down
on the jig, it would strike
against the interference
pin. Therefore, the jig
cannot be punched.

Error/Mistake Proofing
 Call Center Categories
HIGH
Product Design
Error Proofing E
Process Design f
f
Control e
c
Mistake Proofing Warning t
Operational i
v
e
Automated n
Detection
Manual (In Zone) e
s
Manual (After Zone) s

Procedural Visual Aid/Procedure

LOW

Error/Mistake Proofing
 Control Levels
Procedural Detection Mistake Proofing Error Proofing

mistake mistake mistake

mistake mistake mistake mistakemistake
mistake mistake
mistake mistake mistake
mistake mistake
mistake mistake mistake mistake mistake
mistake
mistake mistake mistake
mistake
mistake mistake
mistake mistake
mistake mistake
mistake
mistake mistake
mistake mistake
mistake

defect defect defect defect

TechTeam
defect CUSTOMER
defect
defect defect defect
defect
Error/Mistake Proofing
 Relationship of EMP to
PFMEA (Process Failure Mode and Effects Analysis)

Error
Proofing

-Product Design
-Process Design
Mistake
Proofing
-Control
-Warning
-Operational
Detection

Process C O D O D
-Automated
Function Potential e e
Potential
Failure
Potential
Effect(s) of
S
e
l
a
s
Cause(s)
Mechanism(s)
c
c
u
Current
Process t
e
R
P
Recommended
Action(s)
Responsibility
& Target
Actions
Taken
S
e
c
c
u
t
e
R
P -Manual
Mode Failure v of Failure Control N Completion Date v N
s r c r c
Requirements

Procedure

-Visual Aids/Procedure

Error/Mistake Proofing
Relationship of Lean Problem Resolution
Report No: Author:
Date:
Title:
Shift: Root cause Analysis (enter each of the 1st why from the fish bone diagram)
Problem Description: Sketch: Why?

Why?

Why?

Why?
Problem Definition:
Why?

Point of Cause (where problem occurs):

Root Cause: Location and process

Standard:
Deviation:

Error Problem since:

How often: (vh / shift)
Containment (Short term C/M, Band-Aid) Who Date Follow-up Long-Term C/M Who Date Follow-up

Proofing
Direct Cause Analysis: Similar Areas where this might Apply:
(1) Indicate possible causes, (2) Circle most likely causes
Follow-up & Evaluation:
Human Machine

Issue Resolved: Issue Not Resolved: (state further follow-up

C/M standardized (y / n) activities)

-Product Design C/M Documented (y / n)

Method Material Measurement

-Process Design Test direct

Cause

True Cause
?
Possible Cause
cross out
Not a Cause
Signatures

Problem Identified C/M proposed C/M agreed Solved

Mistake
Proofing
-Control
-Warning
-Operational
Detection

-Automated
-Manual

Procedure

-Visual Aids/Procedure

Error/Mistake Proofing