Reena K

The most visible n significant process moving from multiple handoffs to zero handoff can be internet banking. The account holder can now do all financial transactions like money transfer, payments, FD issuance, etc. sitting at home with no involvement of bank officials/visit. Remember the times when for example, for FD issuance...filled forms were given to bank official, he checked n passed on to respective department, further to the Bank Manager for approval/signature, then withdrawal of money n finally issuance of FD document which was either collected or sent via post. Now you check time period wrt interest rates given on net, select and it is done! Another example can be updating medical records of patients in hospitals on net, no physical files to be moved while moving from one department to another, no reports to be carried from labs or conveyed verbally (which at times were inconsistent)...doctors can access records directly!!

Efficient(doing things right) and Effective(doing right things) are two interchangeably used words in general parlance yet different in 'work' approach. Both are essential as explained through examples: Blackberry inspite of being most efficient in their approach failed because they could not encompass strategies according to changing market ...lack of vision rendered them ineffective. Scheme of JanDhan accounts was to provide easy access of financial services to all and was effective in opening 1.5 crore accounts. But for inefficient implementation, it took very long for accounts to become operational and some lost interest.

In favour of ‘ZD is achievable’ I would like to re-write the highlights of the article I had enclosed in my previous post. Called as Intelligent fault correction and self-optimizing manufacturing systems (IFACOM) and supported by the European Commission, the researchers are developing an advanced real-time process control system focused especially on high-precision, high-value and high-performance parts as well as custom-designed components. Combining artificial intelligence and innovative sensors, the system seeks to overcome the long-standing issue of production defects, which cost manufacturers millions of euros a year in waste, production reruns and part redesigns. Many of those suggesting ZD is not achievable have argued that even ‘slight variances in materials, components or production processes can cause an entire production run to be defective. While it does not affect the quality of the parts reaching end users, as strict quality checks are conducted on all batches after production’. The solution developed by IFACOM, termed as Real-time monitoring and defect detection; is a system designed to automatically monitor the entire factory-floor manufacturing process, from the quality of raw materials entering the production line to variances in tools and processes during each production run. As a closed-loop system, controllers are immediately alerted to any defects, and changes can be made on the fly to eliminate the source of the problem. The approach has the potential to eliminate scrap by detecting production errors instantly, eliminating the propagation of defects along the process stages. Idea is to check quality continuously during production, not only afterwards. The system also incorporates knowledge-based loops, providing information and feedback to other levels of the manufacturing chain, such as design and product development, to help minimize all failures by continuous optimization of the production process and the manufacturing system. To test the system, Italian machine tool manufacturer Alesamonti, the IFACOM technology has been implemented to detect faults in the production of parts for high-precision boring and milling machines. Hope all would agree that when we talk about ZD; we take into consideration the manufacturing process/activity involved and product, both of which should be defect free. Some of those who believe it is unrealistic have taken the debate beyond the realm of this definition. To say that a process cannot be defect free if it is detrimental to the environment or the competitor is able to produce with higher efficiency is unreasonable and unrelated. If we are manufacturing at zero defect and competitor does it too, how does it make ZD unachievable. There is conscious effort by Researchers to adopt Eco-friendly approach in all its latest developments. Also, I came across an argument which suggests “Sellers use the quote goods once sold will not be returned” because they do not trust their product. Now does that mean producer has little trust on its product?All will agree that this statement actually goes against the seller, yet he makes it, why? One has to consider the product in question for which statement is made…. perishable products with small shelf-life, delicate & fragile items are some of them. Amazon states that it takes back all its sold goods, but does that mean it should honour its statement even after one month of delivery or if broken by buyer’s mistake. If they don’t take back in these situations, should that mean ZD not achieved? For the links attached in support of ‘ZD is impractical’; I would say those are more of individualistic views and can be countered by many who believe it is achievable. It is more about one’s interpretation and acceptance of the feasibility of ZD. Major concern shown in the views against ZD is its desirability vs the cost-effectiveness/stress...whether it is prudent to go for ZD in all industries going by the costs and stress involved.It no way affirms that ZD is not achievable. After going through all the arguments in favour (to which I support) and against the possibility of achieving zero defects, I think we all believe that this is positive approach and should be pursued; the only difference is the interpretation and readiness to accept the idea of ZD. Our mindset currently does not accept the feasibility of zero defect stage but then 50 years back did we foresee a gadget like mobile phones. With latest technologies and structured systems, as professed by IFACOM and Lean Management programs “ZERO DEFECT IS ACHIEVABLE”.

Hi All Enclosing an article I came across which supports the concept that Zero defect is achievable; how it is achievable? Intelligent Approach to Zero defect manufacturing.docx Zero defects basically works on two premises: 1. Defects reduction 2. Waste elimination With a proactive approach right from the beginning of the process; continuous monitoring - evaluating - implementing, one can definitely achieve a stage of zero defect. It may take a couple of cycles...to assess, to reform...to ultimately reach a stage of zero defect. One cannot perpetually have defects in a system which is put through stringent checks and has well-controlled processes and default detecting mechanism.

Dear Mr. Venugopal, you will appreciate that nothing is possible unconditional or occur in isolation. There are always certain set of conditions required to complete a task. If you ask me 'can you cook - write yes or no? What should I write...'yes' I can cook provided I have gas stove, utensils, raw material, etc. or should I reply 'no' as I cannot cook unconditionally. How would you respond to this question?? There are always certain prerequisites for the completion of job and that is what is discussed by people who feel 'zero defects is achievable if proper procedures are put in place. The reply can be negative only if we feel, come what may, it cannot be achieved. You also wrote "I am a strong supporter of the zero defect thought process......It is very important to encourage the philosophy of 'zero defect', and continuously strive towards it". I think one can support and encourage a philosophy only if one believes in it!!

Mr. Venugopal very rightly pointed out that obsession of punctuality in airline sector can endanger the lives of passengers, so is zero defect in this case desirable? Likewise, can we expect an iota of intolerance or defect in the functioning of machine like airplane which can lead to causality of severe level. Isn’t zero defect mandatory here? I repeat the question of debate “Is zero defect achievable”? Can we achieve zero defects – yes or no? It does not talk about its desirability, cost-effectiveness or specific industry – product or services…let’s request the Coordinators of this Excellence program to make it next question Let me also bring the concept of mistake proofing here…and study it through the example of two very commonly visible gadgets i.e. Burglar alarm (Circuit breaker) and Water filters. Burglar alarm goes off the moment circuit is broken and in water filters, water stops flowing in the tank once it reaches a particular level. What are we doing…setting certain markers which gives indication the moment there is any deviation in given situation. Guess we can effectively use similar devices in defect prevention and control; which is the basic premise of ‘Mistake proofing’ i.e. to prevent a defect from occurring and detect defects as soon as possible if they occur. Implementation of this approach in conjunction with other similar ones at various levels can definitely make zero defect achievable. Another point in favour is, when we say nowadays machines can work at highest level of precision; shouldn’t that mean output of such machines will be of ‘zero defect’. What is zero defect? The definition says, “it is a management tool aimed to eliminate defects and, a policy which aims to motivate people to prevent mistake by developing a constant desire to do there job right the first time.” Do we think this approach is impractical? With proper planning, techniques, policies and continuous monitoring; the objective of ‘Zero defect’ is surely not impossible...will come with cost, deliberation and technology of highest level, agree but then it is achievable!!

Looks impractical yet I would support 'Zero defect is achievable'...as Mr.Vashisth rightly said, "it is the way we perceive zero defects". With effective planning and quality control measures in the beginning of the process till the final delivery, defects can be effectively mitigated. If whatever planned is delivered with satisfactory results within given time frame, we assume it is done with zero defects. The debatable point here is whether it is desirable...the kind of stringent measures n stress it involves, should it be practically realized?