ABSTRACT
The design process is a journey into the unknown, whereas the production and service delivery process is a journey along a proven path with what is expected to be a predictable outcome. The information is the input to the production or service delivery process, usually coming out of the planning process, but may be direct from customers. To ensure the right information is available, a communication channel needs to be opened between the operations planning process and the production and service delivery processes. Although humans throughout the organization will make errors no matter what level their competence, in the context of control of production and service provision human error relates to the people engaged in these processes doing something which produces an undesirable result. Modern production processes have reduced opportunities for human error primarily by use of robotics, but there remain many other opportunities for error in the service industry where the services are primarily provided by the people.
