Comments on: I was one of the 3.4, I guess http://www.leanblog.org/2006/09/i-was-one-of-34-i-guess/ Mark Graban's leanblog.org - Lean Healthcare, Lean Thinking, Lean Manufacturing, Toyota Production System Thu, 09 Feb 2012 15:26:57 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: JWDT http://www.leanblog.org/2006/09/i-was-one-of-34-i-guess/#comment-965 JWDT Wed, 06 Sep 2006 13:22:00 +0000 http://leanblog.bigbigdesign.net/2006/09/i-was-one-of-the-3-4-i-guess/#comment-965 This is what you get when you let Six Sigma become an entity within itself. As a former GE employee, Certified as a Six Sigma Black Belt and then leading the effort to roll out Lean, I can honestly say the wrong metrics drive the behaviour you had experienced. <br/>The only saving comment is that the range division (Roper) of GE Appliances seems to have embraced lean with amazing success. This is what you get when you let Six Sigma become an entity within itself. As a former GE employee, Certified as a Six Sigma Black Belt and then leading the effort to roll out Lean, I can honestly say the wrong metrics drive the behaviour you had experienced.
The only saving comment is that the range division (Roper) of GE Appliances seems to have embraced lean with amazing success.

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]]> By: Kevin Carrelli http://www.leanblog.org/2006/09/i-was-one-of-34-i-guess/#comment-960 Kevin Carrelli Tue, 05 Sep 2006 16:52:00 +0000 http://leanblog.bigbigdesign.net/2006/09/i-was-one-of-the-3-4-i-guess/#comment-960 This is an issue with several companies I have seen. There is a focus on getting the manufacturing correct the first time, but when the system fails 3.4 times (or more...) there is no capacity to fix the problem. Many times we either deal with the seller (who can only offer a relacement) or a third party outsourced provider. Many times the call center and contracted repair people do not live by the same rules as the manufacturer. I think GE and many others need to worth to improve these "support" suppliers. This is an issue with several companies I have seen. There is a focus on getting the manufacturing correct the first time, but when the system fails 3.4 times (or more…) there is no capacity to fix the problem. Many times we either deal with the seller (who can only offer a relacement) or a third party outsourced provider. Many times the call center and contracted repair people do not live by the same rules as the manufacturer. I think GE and many others need to worth to improve these “support” suppliers.

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]]> By: Anonymous http://www.leanblog.org/2006/09/i-was-one-of-34-i-guess/#comment-957 Anonymous Tue, 05 Sep 2006 13:02:00 +0000 http://leanblog.bigbigdesign.net/2006/09/i-was-one-of-the-3-4-i-guess/#comment-957 It's heartwarming that their phone number is 800-GE-CARES. How sweet of them. It’s heartwarming that their phone number is 800-GE-CARES. How sweet of them.

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]]> By: Jamie Flinchbaugh http://www.leanblog.org/2006/09/i-was-one-of-34-i-guess/#comment-954 Jamie Flinchbaugh Tue, 05 Sep 2006 10:26:00 +0000 http://leanblog.bigbigdesign.net/2006/09/i-was-one-of-the-3-4-i-guess/#comment-954 I must be one of the 3.4 too. Except my experience was a product problem. And an inexcusable one at that.<br/><br/>I bought a new fridge, with an ice maker. I noticed there was a frozen puddle on the bottom of the freezer. Why? Because the factory FORGOT to drill the drain hole.<br/><br/>Holy cow? That's like forgetting the oil drain plug in a car. That kind of failure should be a NEVER; you double and triple check if you have to.<br/><br/>On the service side, not only did they (Sears) not notice it, but they replacement they brought was dented, and they had to reschedule again. I must be one of the 3.4 too. Except my experience was a product problem. And an inexcusable one at that.

I bought a new fridge, with an ice maker. I noticed there was a frozen puddle on the bottom of the freezer. Why? Because the factory FORGOT to drill the drain hole.

Holy cow? That’s like forgetting the oil drain plug in a car. That kind of failure should be a NEVER; you double and triple check if you have to.

On the service side, not only did they (Sears) not notice it, but they replacement they brought was dented, and they had to reschedule again.

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