In addition to those of People "operated" error reporting systems are of course also part of the error culture of a company.
- Anonymous error message system
- The more anonymous, the better
- Systematic detection of all errors
- A standardized messaging system
- Simple standards
- Examples of automatic capture
- Evaluation of detected errors
- Subsequent anonymisation
- Classification into personal or subject-related errors
- Classification into external and internal errors
- Open Source Model
- The customer is involved
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Anonymous error message system
The most efficient is one System, where errors can be entered anonymously and not relatably. For example, the error message for airlines is anonymous (see Chapter 6), only the route is announced, but not the date and flight number.
In this way, even the smallest incidents are reported without Anxiety from consequences and without the risk of harming a colleague.
The more anonymous, the better
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Anonymity is not possible to the same extent everywhere. Errors reported for some processes light also assign people.
Nevertheless, maximum anonymity should be ensured. At least there should also be the possibility of an additional anonymous error message in the Company give.
Systematic detection of all errors
The fundamental question a company has to ask itself is how errors should be recorded. To clarify
the following applies:
- Which instruments, such as forms and computer systems, are used?
- How extensively should the errors be described?
- How are the errors categorized?
A standardized messaging system
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The introduction of a standardized error message system is the most important basis and thus the most important instrument of a positive error culture.
The difficulty lies in the time-saving handling of often time-consuming reporting instruments, which are perceived by the parties as too complex and therefore impractical.
Clear standards such as an input mask showing the date, time, precise description of the error, possible causes and those encountered so far Measures and any suggestions for improvement are recorded.
Above all, suggestions for improving the situation should be recorded in connection with the error message, since the person directly affected Employees is dealing with the subject right now and is encouraged to constructive deal with error detection.
Examples of automatic capture
Examples of this can be found in the Toyota Production System (TPS): Andon, an optical production information system that uses light signals on a display panel to Appear of a machine error, or Jidoka, a self-controlling error detection system that detects errors via sensors and can control or stop machines.
Good examples of central reporting systems are CIRS (CIRS Medical in Austria or CIRSNET in Switzerland or ASRS in aviation), in which the entered errors of all participating institutions are recorded, processed and made accessible.
Evaluation of detected errors
If all errors and near-errors are reported, an enormous amount of data is generated. These are now systematically prepared and evaluated.
This evaluation should be centrally done in order to be able to filter all available data into meaningful insights.
Important is the subsequent anonymisation, where this is still necessary. Categorization of errors: When evaluating, it is helpful to distinguish the reported errors and events and to assign them to similar categories.
This enables frequencies to be determined and sources of danger to be assessed. This often results in error lists that can serve as the basis for error collection. The employee only has to check the error already in the list. This is especially true in production processes Sinn.
Classification into personal or subject-related errors
A decisive categorization is the assignment of whether an error has arisen directly as a result of a human error or whether there are factual reasons and causes.
This distinction is fundamental for an accurate determination of the cause.
Classification into external and internal errors
Are factors that are outside of the company, involved in the development of the error, the division into external and internal errors also provides a valuable and notwenige help in uncovering the causes and resolve the source of error.
With the help of the new networking opportunities with the corporate outside world, new instruments of a culture of error are being developed that are based on even more transparency and openness.
Open Source Model
As an example, we would like to present the open source model to you here: The users of a system, i.e. the customers, contribute to the improvement of a product themselves. They provide data and suggestions that go into the
Influence product development.
This leads to an open exchange about undesirable developments. All - companies and customers - are interested in an ongoing improvement.
The customer is involved
They trust each other, the provider makes the customer feel like they are sitting in the same boat and are involved in the product development.
That's how it is Customer not only consumers, but also stakeholders. This model is mainly in the software
To find development.
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