Page 174 - Paulisms: Gold Nuggets for Small Business

issue’ cost. We also implemented clearer labels on the racks where the picking was happening. The result was that mistakes were reduced by 80% within a month. That’s Zero Defects. This may appear to be basic and simplistic, but it’s surprising how we let issues or mistakes repeat without asking why. It becomes acceptable and part of the way they just do things. Sometimes management just don’t know it’s happening. Zero Defects is a simple way of sorting the issue of repeated mistakes.
To be a champion company in the eyes of the person who is most important – the customer – companies need to try and minimise errors. Zero Defects helps this.