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Zero Defects Do Correct At First Time

Stephen Lim Kean Jin 0122145412

A group of colleagues responsible for the preparation of certificates for students Each person is assigned different task Start with name spelling check End with certificates printing And then overhead one colleague said Never mind laany error in spelling, they will find outwe just do our part.

Two operators working side by side at work station. The first one assembles the components and the second conducts visual checks on the assembled product.
Therere 10 checkpoints to check and then mark each point with marker after checked. When asked, what are you checking?, the operator proudly showed. When asked, how to differentiate the OK and the NOT OK?, the operator became silence.

One Foreman, with more than 10 years up in his sleeve, is fixing some loose parts and nuts in a machine. When asked, Why arent you following the work instruction here? He replied, Cmon la, I can even do this with my eyes closed

A newly launched product has begun mass production. After a couple of weeks, rejection rate began to take the toll, although initial trial was successful.


Ever wonder why you need to standby a QUARANTINE area for rejected product? Why do you need a COMPLAINT Department? Are these KPIs sound value-added?
Not more than 3 complaints per month To reply customer complaint within 3 working days

Zero Defects (or ZD) was a managementled program to eliminate defects in industrial production that enjoyed brief popularity in American industry in the late 1960s and early 1970s. The development of Zero Defects is credited to Philip B. Crosby (source: Wikipedia)

Nothing is perfect Every problem have root causes Thus a problem is preventable, if you spot the root causesbefore they trouble you.

Do Correct At First Time

Quality start from individual Always believe the Supplier-Customer concept Be accountable Well planned ahead & execute the plan

Lack of Leadership
Manage & Develop Individual Staff Performance Build Integrated Team Achieve Team Mission & Goals


Lack of Effective Management System

ISO 9001, ISO 22000, ISO 14001 & many more are International Standards Misconception, misinterpretation and misapplication among organizations Effective systems ensure SYSTEMATIC organization

Lack of effective TQM

Cua, McKone, and Schroeder (2001) identified nine common TQM practices:

cross-functional product design process management supplier quality management customer involvement information and feedback committed leadership strategic planning cross-functional training employee involvement

Lack of Knowledge, Creativity & Communication

Global Citizen


-Listening & -communication



Lack of Planning
Project Management truisms There's never enough time to do it right the first time but there's always enough time to go back and do it again. The person who says it will take the longest and cost the most is the only one with a clue of how to do the job. If you don't know how to do a task, start it, then ten people who know less than you will tell you how to do it.

Lack of Risk Management

If you dont actively attack risks, they will actively attack you Identify Risks Characterize Risks Prioritize Risks Avert Risks Track/Control Risks