Ben's use of "incompetence" has finally gotten me into this "dialogue"....
Ben, first let me say that the lug nut situation was frightening and a
serious failure of a system.
Now, let me ask you how you could possibly think the mechanic was
incompetent? In the case of tire changes, you're talking about
repetitive, boring labor. No amount of competence, motivation, or moral
superiority can guarantee that all lug nuts will be put on. Phone calls,
complaining or whining, or even overly friendly customers in the work area
distract the laborer for that one second it takes for the lift to drop
with the lug nuts loose.
The incompetence is in the design and management of the auto repair
business. All work of this nature is considered "craft" and so, is
basically dependent on the abilities of the worker to plan, do, check, and
act. There are no checklists, poka-yokes, or support groups in the
garage.
John
--"John Zavacki" <jzavacki@greenapple.com>
Learning-org -- Hosted by Rick Karash <rkarash@karash.com> Public Dialog on Learning Organizations -- <http://www.learning-org.com>