MIDTERM
HUMAN ERROR QUALITY CASES
Description: Human errors can bring unsatisfactory consequences to customers and the organization. It is important to detect those errors and take action to correct and prevent such mistakes from happening again.
The following cases are a list of events I experienced that demonstrate human errors:
The following cases are a list of events I experienced that demonstrate human errors:
Problem: Wrong Charges
Error Detected: Lack of quality service, poor communication, lack of process.
Human Error: Unhappy customer- Not making the necessary specifications.
After seeing a Sprint Ad on TV for a family plan of only $100 I decided to leave T-Mobile and join Sprint. Before signing the agreement, I made sure to explain the rep that I did not want to see any hidden fees and to please tell me what the final bill will look like. He confirmed that it was only going to be $100 plus taxes. When I got my first bill I saw that they were charging me over $200. I called them immediately and the rep said that in order to fix the mistake I first had to pay the $200 because the other agent had not specified on his notes that my plan will be $100. I refused to pay that and demanded the company to correct their mistake and bill me for the $100 as it was originally agreed. In sum, I had to speak with 4 agents in 2 different departments so that the issue could be solved and for the last person to actually read the notes left from the very first agent specifying the terms on my contract.
Detection: This human error is an example of poor quality communication. The agents were not diligent when listening to me (customer) nor when reading the notes left by their co-worker. The mistake was detected when the final agent review the notes left by the agent that opened the account.
Prevention: When making a change, or special adaptation to the customer account, agents could highlight that there are unique features of the account so that there will not be confusion among departments.
Error Detected: Lack of quality service, poor communication, lack of process.
Human Error: Unhappy customer- Not making the necessary specifications.
After seeing a Sprint Ad on TV for a family plan of only $100 I decided to leave T-Mobile and join Sprint. Before signing the agreement, I made sure to explain the rep that I did not want to see any hidden fees and to please tell me what the final bill will look like. He confirmed that it was only going to be $100 plus taxes. When I got my first bill I saw that they were charging me over $200. I called them immediately and the rep said that in order to fix the mistake I first had to pay the $200 because the other agent had not specified on his notes that my plan will be $100. I refused to pay that and demanded the company to correct their mistake and bill me for the $100 as it was originally agreed. In sum, I had to speak with 4 agents in 2 different departments so that the issue could be solved and for the last person to actually read the notes left from the very first agent specifying the terms on my contract.
Detection: This human error is an example of poor quality communication. The agents were not diligent when listening to me (customer) nor when reading the notes left by their co-worker. The mistake was detected when the final agent review the notes left by the agent that opened the account.
Prevention: When making a change, or special adaptation to the customer account, agents could highlight that there are unique features of the account so that there will not be confusion among departments.
Problem: Banker
Error Detected: Lack of quality procedure. I have a join bank account with my brother. I am the only person using the account. One day my brother went to the bank to open an account under his name and his information only. One day, I tried to make an important purchase using my card but every time I kept getting a message declining the transaction because the billing address did not match. I called the bank and they told me that the address had been changed by the other account holder. I called my bother and he told me that he never made any change on that account. We went to the bank to fix the problem and to realize that the banker that opened the new account had made the changes without my brother asking. They changed everything back but I had already lost the opportunity to make my purchase. Detection: There was a human error when the banker did not verify with my brother whether he wanted to change the address on the joint account (which I am the primary acct holder). This can be detected through system checking. Prevention: To prevent this from happening, bankers should make sure that they verify any changes with the customer and not guessed that that is what the customer wants. By following the procedure when making any changes, the banker is protecting their reputation as someone efficient and proving that the company has quality service. |
![Picture](/uploads/4/6/5/7/46576779/3669913.jpg?427)
Problem: Careless Bank Teller
Error Detected: Lack of quality procedure, Poor service quality.
I went to make a deposit to my parents’ business accounts as requested. There were two deposits in two different accounts. When the transaction was done, the teller gave me the receipts and I left. Three days later, my parents received a call from a company saying that a check had been returned for lack of funds. My mother called me immediately to ask me whether I had made the deposit as she asked or if I had forgotten. I told her that I made the deposit. We called the bank and noticed that the money was never deposited into the account. I had the receipt with me so I went to the bank with my mom to show it to the banker.
Detect: When they checked the accounts they noticed that the teller had made a mistake and had deposited the money into the same account. They fixed the issue and offered to write a letter specifying it had been the bank’s mistake so that we could give it to our provider.
Prevention: The teller must make sure to check the account numbers on the slips and to be more careful when making multiple deposits. On the other hand as a prevention now, after every transaction I now check that the deposit was done into the right account number.
Error Detected: Lack of quality procedure, Poor service quality.
I went to make a deposit to my parents’ business accounts as requested. There were two deposits in two different accounts. When the transaction was done, the teller gave me the receipts and I left. Three days later, my parents received a call from a company saying that a check had been returned for lack of funds. My mother called me immediately to ask me whether I had made the deposit as she asked or if I had forgotten. I told her that I made the deposit. We called the bank and noticed that the money was never deposited into the account. I had the receipt with me so I went to the bank with my mom to show it to the banker.
Detect: When they checked the accounts they noticed that the teller had made a mistake and had deposited the money into the same account. They fixed the issue and offered to write a letter specifying it had been the bank’s mistake so that we could give it to our provider.
Prevention: The teller must make sure to check the account numbers on the slips and to be more careful when making multiple deposits. On the other hand as a prevention now, after every transaction I now check that the deposit was done into the right account number.
![Picture](/uploads/4/6/5/7/46576779/6199687_orig.jpg)
Problem: Abrupt Grade Change
Error Detected: Untrustworthy members, system disruption.
My aunt used to teach Biology in the same high school her daughter attended. During one school year, my cousin and her friends had to take the Biology class with my aunt. In school, my aunt was very professional and treated my cousin like any other student; however, my cousin took advantage that her mom was the teacher to help her friends pass the exams. My cousin would go home and look into her mom’s briefcase and take the grade book - when she was not around- so that she could change her friends’ grades.
Detection: My cousin did this for about two months without her mom noticing it, but one day, my cousin made the mistake of changing one of the grades drastically –she changed it from 40 to 90. That night, my aunt noticed it but did not say anything to my cousin so that she could catch her the next day. The next morning my aunt gave the students a pop-quiz and graded before going home. She left the briefcase in the same place and pretended to leave. One of my cousin’s friends had asked her that morning to please change her grade because she had failed the quiz. When she was changing it, my aunt walked in and surprised her. My aunt grounded my cousin and made her change the grades back and gave her and her friends oral quizzes for 4 weeks.
Prevention: In order to prevent this from happening again, my aunt began locking her grade book so that my cousin couldn't do this anymore.
Error Detected: Untrustworthy members, system disruption.
My aunt used to teach Biology in the same high school her daughter attended. During one school year, my cousin and her friends had to take the Biology class with my aunt. In school, my aunt was very professional and treated my cousin like any other student; however, my cousin took advantage that her mom was the teacher to help her friends pass the exams. My cousin would go home and look into her mom’s briefcase and take the grade book - when she was not around- so that she could change her friends’ grades.
Detection: My cousin did this for about two months without her mom noticing it, but one day, my cousin made the mistake of changing one of the grades drastically –she changed it from 40 to 90. That night, my aunt noticed it but did not say anything to my cousin so that she could catch her the next day. The next morning my aunt gave the students a pop-quiz and graded before going home. She left the briefcase in the same place and pretended to leave. One of my cousin’s friends had asked her that morning to please change her grade because she had failed the quiz. When she was changing it, my aunt walked in and surprised her. My aunt grounded my cousin and made her change the grades back and gave her and her friends oral quizzes for 4 weeks.
Prevention: In order to prevent this from happening again, my aunt began locking her grade book so that my cousin couldn't do this anymore.
![Picture](/uploads/4/6/5/7/46576779/5482169_orig.png)
Problem: Lack of leadership skills = Horrible Management
Error Detected: Lack of communication skills, lack of leadership skills, no employee empowerment. Poor promotions (time over skills).
I used to work at a community college as a Tutor. One day one, a tutor that had been working there for years was promoted as math coordinator. Immediately after the change, he began demanding the other co-workers to do things or to change certain work habits. The idea was good but only if could inspire the people to change what he never did before he was promoted. He began giving a bad attitude to people so that everybody was unsatisfied with the work he was performing –including students. He confused leadership with being rude to employees and students, always complaining about employees and never taking responsibility over his mistakes. He also began micromanaging everybody under him and created a hostile work environment. As a result employee output went down and students began complaining about his behavior; he was then moved to another department.
Detection: The Department director noted the change and listen to employees complains about his co-worker’s managing method. She noted how employees were reluctant to work with him and listened to the students’ complains about how uncomfortable it was to have him micromanaging the tutors when they were working with them.
Prevent: As a prevention method, the director decided to promote workshops on leadership and the importance of good communication in the workplace. To prevent situations like this from happening, it is important to analyze the individual leadership skills rather than only looking at the number of degrees and name of schools attended.
See link to video below:
Error Detected: Lack of communication skills, lack of leadership skills, no employee empowerment. Poor promotions (time over skills).
I used to work at a community college as a Tutor. One day one, a tutor that had been working there for years was promoted as math coordinator. Immediately after the change, he began demanding the other co-workers to do things or to change certain work habits. The idea was good but only if could inspire the people to change what he never did before he was promoted. He began giving a bad attitude to people so that everybody was unsatisfied with the work he was performing –including students. He confused leadership with being rude to employees and students, always complaining about employees and never taking responsibility over his mistakes. He also began micromanaging everybody under him and created a hostile work environment. As a result employee output went down and students began complaining about his behavior; he was then moved to another department.
Detection: The Department director noted the change and listen to employees complains about his co-worker’s managing method. She noted how employees were reluctant to work with him and listened to the students’ complains about how uncomfortable it was to have him micromanaging the tutors when they were working with them.
Prevent: As a prevention method, the director decided to promote workshops on leadership and the importance of good communication in the workplace. To prevent situations like this from happening, it is important to analyze the individual leadership skills rather than only looking at the number of degrees and name of schools attended.
See link to video below:
![Picture](/uploads/4/6/5/7/46576779/5462461.jpg?492)
Problem: No training.
Error Detected: Lack of employee training, lack of education, poor new system implementation, time too short to obtain results, poor use of technology.
I used to work for a company of imported food distribution. In the two years I worked for them the company had changed its software 3 times. The changes were made as an attempt to reduce mistakes, minimize paperwork and to increase efficiency when placing and locating orders and keeping track of inventory. The company however did not provide training to employees and only to management; even though they were not going to be using the system as much as his employees. In addition, the changes were made too quickly and did not allow for employees to have enough time to adapt to the software. There were constant complains of the system not working as desired and of employees not adapting to the system; the company did not accept the fact that proper training was needed for all employees using the system. The lack of organization forced me to look for another job.
Detection: Reports of efficiency changes rather than to show a positive result, showed a decline in efficiency: reports got lost, there was a mismatch with the number, and employees’ survey suggested that the sudden implementation of the new system made their job stressful and confusing. There was high employee dissatisfaction with the changes.
Prevention: Some managers suggested that employees in their department needed to be provided proper training. Until I left the company I did not see this happening but it would had been a good idea to provide proper training to facilitate the transition between systems.
Error Detected: Lack of employee training, lack of education, poor new system implementation, time too short to obtain results, poor use of technology.
I used to work for a company of imported food distribution. In the two years I worked for them the company had changed its software 3 times. The changes were made as an attempt to reduce mistakes, minimize paperwork and to increase efficiency when placing and locating orders and keeping track of inventory. The company however did not provide training to employees and only to management; even though they were not going to be using the system as much as his employees. In addition, the changes were made too quickly and did not allow for employees to have enough time to adapt to the software. There were constant complains of the system not working as desired and of employees not adapting to the system; the company did not accept the fact that proper training was needed for all employees using the system. The lack of organization forced me to look for another job.
Detection: Reports of efficiency changes rather than to show a positive result, showed a decline in efficiency: reports got lost, there was a mismatch with the number, and employees’ survey suggested that the sudden implementation of the new system made their job stressful and confusing. There was high employee dissatisfaction with the changes.
Prevention: Some managers suggested that employees in their department needed to be provided proper training. Until I left the company I did not see this happening but it would had been a good idea to provide proper training to facilitate the transition between systems.
![Picture](/uploads/4/6/5/7/46576779/9143427_orig.jpg)
Problem: Wrong-Right-size?
Error Detected: Lack of proper manufacturing inspection, product quality issue.
I bought a jacket online from BCBG. When I received the jacket I noticed that it was not the size I had ordered although the label said it was size medium. The jacket though was clearly a size x-small. The next day I went to the mall to return the jacket and to confirm that there was a mistake with the label. At the store I saw the jacket in size medium and it was not the size I had received in the mail. I exchanged the jacket for the right one at the store. However, it damaged the image I had about the company and its perfect manufacturing.
Detect: It was a human mistake to not notice that the jacket was the wrong one. The person in charge of shipping at the company made the mistake of not inspecting the item before packaging it and shipping a defective expensive jacket.
Prevent: To avoid such human error, it is necessary that the person inspects the merchandise before shipping it.
Error Detected: Lack of proper manufacturing inspection, product quality issue.
I bought a jacket online from BCBG. When I received the jacket I noticed that it was not the size I had ordered although the label said it was size medium. The jacket though was clearly a size x-small. The next day I went to the mall to return the jacket and to confirm that there was a mistake with the label. At the store I saw the jacket in size medium and it was not the size I had received in the mail. I exchanged the jacket for the right one at the store. However, it damaged the image I had about the company and its perfect manufacturing.
Detect: It was a human mistake to not notice that the jacket was the wrong one. The person in charge of shipping at the company made the mistake of not inspecting the item before packaging it and shipping a defective expensive jacket.
Prevent: To avoid such human error, it is necessary that the person inspects the merchandise before shipping it.
![Picture](/uploads/4/6/5/7/46576779/1427693581.png)
Problem: The non-moving clock man
Error Detected: Poor quality product, no inspection of product = lack of quality procedure.
I bought a clock-man figure to decor the study room; however the clock does not work. When I bought it, I did not notice the clock did not work and I actually though it was a battery problem. I have changed the battery but it still does not work.
Detect: The error was detected after I changed the battery twice. It was a human error to allow for this figure to be sold with that defect and a human error for me to have purchased it without proper inspection.
Prevention: After assembly, the figure should be inspected in order to avoid selling defective products. Also, as a preventive measure I know check the things at the store before buying them.
Error Detected: Poor quality product, no inspection of product = lack of quality procedure.
I bought a clock-man figure to decor the study room; however the clock does not work. When I bought it, I did not notice the clock did not work and I actually though it was a battery problem. I have changed the battery but it still does not work.
Detect: The error was detected after I changed the battery twice. It was a human error to allow for this figure to be sold with that defect and a human error for me to have purchased it without proper inspection.
Prevention: After assembly, the figure should be inspected in order to avoid selling defective products. Also, as a preventive measure I know check the things at the store before buying them.
Problem: Broken-speaker Error Detected: Poor quality product, unsatisfied customer. I bought a wireless beat speaker that after a week of use started to fall apart. In other words, the left speaker protector was defective. It is a problem because it keeps falling every time and I have to be careful not to lose it. I avoid taking it with me outside the house as a preventive measure of losing the part and ending with a funny looking speaker. Detection: The shield is loose on the inner edges and when I hold it from that side it easily comes off. Prevention: In this case it will be necessary to inspect the pieces before they are assembled and if assembled to perform proper inspection on the product before shipping it. |
Problem: The non-functional Door Opener.
Error Detected: Poor use of technology. When the house was built, the builder decided to add a feature to the house: install a mechanism to know who is ringing the bell and also to open the front door at the click of the button, but the last one is not the case here. The device on the picture clearly shows the option to open the door but the truth is that the installations for the functionality of this button were not done by the construction company. Detect: When I first moved in, I attempted to open the door to my sister by pushing the button just to realize that it did not work. The device is just a deceiving and useless feature that is only taking up space on the wall. Prevent: To prevent deception, it will be good that the construction company installs things that will work. Also to analyze the usefulness of what is being implemented to the house. |
Problem: Bad Quality Hair Curler
Error Detected: Poor use of technology by human eroor, poor design quality issues. I bought the curler not too long ago thinking that I had found an easy solution to the time it takes me to do my hair in the morning. Unfortunately, I am still in the same position as before buying it and with fewer dollars in my wallet. The curler does not work as expected and it is rather difficult to use as I am constantly burning my fingers because of the heat on the metal part. Detect: When I try to curl my hair with it, the heat is so high that as soon as I am finishing wrapping the end of the hair on the curler steam starts to come off my hair; and as I quickly try to unwrap my hair my fingers touch the metal and get burned badly. As it can be seen on the picture there is not enough non-metal top to facilitate the handling of it. The fingers are constantly touching the metal and get burned. Prevention: The company should analyze its designs more careful to make sure that the product meets customer’s expectations and high quality standards. As for my prevention.... I stopped using it as a way to avoid more burns and something like the video below: |
Problem: Inefficient Noise-Cancellation Headphones. Error Detected: Poor use of technology by human design error. My brother bought me the headphones in the picture after I told him I wanted something to cancel the noise around me when studying. He saw these headphones online and for a good price; unfortunately the headphones do not do what expected. Detect: The ear piece is too small which causes noise to enter. This is annoying since the primary function of this headphone is to prevent outside noise from entering. The ear piece should be bigger. I have small ears which mean that, indeed the product is defective. Prevent: To prevent this from happening, the design and manufacturing team should test their headphones to guarantee that the product meets the requirements. |