Parashuram

NO not achievable. Well the 'defect' for me is customers inability to make use of product or service as per the specification of service provider or manufacturer. We might have robust error proof process to create an defect free product or service but there are always non controllable external factors which might convert this end product or service to a defect in eyes of customer. But these defects can later be factored into process redesign for error proofing depending on occurrences. Let’s take 1 hypothetical example: A smart phone is brought by customer, the phone as a unit is manufactured/assembled with a 'error proof' process along with sub components and software which too are produced in a 'error proof' process. But customers connects the phone it to his friends system which has an application which will corrupt a particular feature of phone. So, this is a defect for customer and service center personnel who are unaware of cause and customer is entitled for a fix or replacement. This can be prevented only if there is proper RCA done by phone manufacturer in consultation with such customers and enhance the security/software of phone to prevent itself from such applications.