When Toyota visited Ford for the first time, they witnessed defects in the manufacturing process. Ford’s solution was a rework area at the end of a production line. They employed a team of people to fix reoccurring faults.
Toyota’s solution was to make things correctly and eliminate the rework area. They called it ‘right first time’ philosophy. Toyota used root cause analysis to trace a problem to its origin. They fixed the root problem and reoccurring errors disappeared. This improved quality, required less labour and reduced costs.
Now take a taxi office copying a customer's fax in to a booking system. The fax often has information missing and the taxi office lifts the phone to request missing data - just like rework! Our solution was to replace faxes with online booking forms. These only submit if all essential data is present! Customers realised it saved them time and improved quality.
When customers also realised DrivenByQ delivered these benefits at no extra costs, what do you think happened to the volume of our work?
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