2. Working Out of Process Some choices are easy… “Should I have blue cheese?” Sometimes none are particularly good… You are forced to work out of process Click to Preview and Purchase Video Play Video 2 – Working Out of Process Working out of process can happen because of parts shortages, absenteeism, or any number of reasons.

3. Cause to work out of process doesn’t really matter Important is that working out of process creates situations where whatever choice we make we are at heightened risk of injury Module 2: Working Out of Process

4. CASE STUDY: Sue works for a shipping company that guarantees over-night delivery A regular customer that places large orders places an especially large order When the order is prepared for shipping the shipping clerk finds that they are 2500 units short Working Out of Process: Case Study

5. Sue, head of the department From best to worst, what are her options? A)Say nothing and deal with the customer when the company calls to complain B)Call the customer, ship what’s on hand, and offer a discount for the shortage C)Call the customer apologize for the mix up, and offer the existing stock for free and inform the customer when the remainder of the order will be delivered D)Email the customer letting the customer know that part of the order has been back ordered Questions

6. Clearly all of Sue’s choices are less than optimal No matter what she decides she is likely to make her customer unhappy How unhappy they will be? Let’s Review

7. LEAST RISKY B) Contact the customer, ship what’s on hand, and offer a discount for the shortage While this option cost money the repeated business isn’t worth risking upsetting the customer Best Choice

8. RISKY C) Contact the customer apologize for the mix up, and offer the existing stock for free and inform the customer when the remainder of the order will be delivered. This choice is more expensive than the first but if the customer is unsatisfied with the first choice; this choice carries with it more risk. Second Best

9. PRETTY RISKY D) Contact the customer letting the customer know that part of the order has been back ordered Getting Worse

10. MOST RISKY A) Say nothing and deal with the customer when the company calls to complain. This is the worst option; it shows disregard and disrespect for the customer. Now she’s acting like a Derk Now She’s Acting Like a Derk

11. We should never work out of process! Working out of process is perhaps the most dangerous activity one can ever do. Working out of process means we have to take risks, but there are ways to mitigate our risks: Assessing the risks Taking steps to protect oneself from the dangers of non-standard work Insert Your Logo Here

12. Assessment Questions: a. Working out of process is always ok to meet customer needs b. Never OK but sometimes unavoidable c. Mostly OK if you need to meet production demand

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