199: Communication Not Timely/Not Performed
Definition/Typical Issues
Did the communication take place too late? Did obstacles hinder or delay communication?
Examples
Example 1
- Operations was supposed to shift production from one mixture to another. However, the first shift never communicated this to the second shift. As a result, the mixture was not changed.
Example 2
- Late in the day, a customer service representative (CSR) received a call from a customer asking to change their delivery scheduled for the next day. The CSR got involved in another matter. By the time they called the dispatch desk with the change in the customer's order, the trucks were already loaded for the next day.
Example 3
- A customer called with a question on installation of your product. The customer was told that an installation technician would return the call in an hour. The customer called again the next day after having not been called back.
Example 4
- A chemistry technician used handwritten directions to enter data into the computer system. The handwritten note was supposed to provide a means to work around an existing computer problem. The computer problem had been resolved a few days earlier and the handwritten process no longer applied. However, no one had notified the chemistry technicians.
Example 5
- During discussions with ABC Inc., the customer service representative determined that ABC Inc. wanted product delivered by March 1. However, this requirement was not communicated to the manufacturing facility. As a result, the delivery to ABC Inc. was not made until April 1.
Typical Recommendations
- Provide a backup means of communication when the primary system is inoperable.
- Establish formal means of communication when required.
- Conduct periodic meetings between shift workers and management.
- Emphasize the importance of prompt communications.
- Ensure that adequate and relevant information is provided in a timely manner to the user as a basis for decision making.
- Provide information in a timely manner that ensures its relevance.
- Stress the importance of timely communications in training and tailgate sessions.
- Provide a means to alert all personnel of the emergency.
Cross-References
| Version 10 Element(s) | |
|---|---|
| Node ID | Node Name |
| 194 | No Communication or Not Timely |
| Maritime Element(s) | |
|---|---|
| Node ID | Node Name |
| 221 | No Communications or Untimely |