Total Quality Management - CII Institute of Logistics

Total Quality Management
The Error Cause Removal System
An important feature of a successful Quality Improvement Program is the introduction of
a simple method, which allows any individual to bring out into the open problems, which
prevent him performing error-free work. These problems can then be targeted by
management with the objectives of finding a solution. This is the error cause removal
(ECR) system. This type of system differs from a suggestion scheme because in this case,
the employee need only identify the problem. In a suggestion scheme an individual is
only asked to contribute if he can also propose a solution. In this way a whole host of
problems go unidentified and unresolved. Many companies already operate an ECR
system. In some cases this has fallen into disrepute because there is no real management
commitment to solving the problems identified. As a result, individuals have to wait a
long time for what is often an unsatisfactory answer. Eventually, the system is no longer
used. Like quality circles, an ECR system is only likely to be successful as part of a
Quality Improvement Program. In this case management actively wants to know about
problems and is committed to effecting solutions.
Fundamentals of an ECR System
The following features should be present for an ECR system to work effectively:
i. The ECR system should be introduced early in the Quality Improvement
Program, so it is available for individual to use as they become involved in
the Program.
ii. The forms should be short, simple to complete and readily available.
iii. ECRs should initially be submitted to the individual’s supervisor. An ECR
should be acknowledged within two days of receipt.
iv. If the problem cannot be resolved by the supervisor, then the form should be
sent to the department responsible for the problem. The individual should
receive a reply from the department within two weeks. This should give
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