Mistakes are such an interesting topic to discuss, especially when you are talking about them in maintenance and repair activities. We all make them, we all shake our heads in disgust at some of the obvious ones that we shouldn't have ever had.
The interesting part about mistakes is that we all have them, but we seem to rarely discuss them. We seem to want to forget they ever happened and just "move on" or "move forward". I think mistakes are something to be remembered and something to be valued. Mistakes are where our lessons are learned and our true colors show.
This applies for both individuals as well as organizations. When a mistake is made you really get to the heart of who an individual is and the integrity of an entire organization. Does the organization admit their mistake or try to make excuses? Does the individual take it as a learning experience and help to try to prevent it from happening again?
We went a few years at HECO with practically no warranties. No jobs were coming back as a result of something that we had "goofed" on. That's a good thing, right? Of course! Until you are beginning to discuss how you have had no warranties with a potential client. The immediate response is a distrust that you are not telling the truth or that your warranty guarantee is worthless - That when something fails you will always find a way to avoid paying for it, is the impression that it leaves. Which all i was trying to show was that we take mistakes seriously and always try to prevent them from happening again.
OK - that reminds me of a scene from one of my favorite movies... Take a look:
I hope everyone enjoyed that break! Tommy Boy is a classic!
The truth about mistakes is that we do indeed all make them. I try to be honest with every client that we have and tell them that we are not perfect. We will make a mistake from time to time - however, when those mistakes do happen, you will see who we really are. That we will admit our mistake and right the issue that we caused. We will then evaluate the situation and put measures in place to prevent it from happening again.
That is the whole point of this article. We all will make mistakes at some point in time. Mistakes are less important than how they are responded to by both individuals and organizations.
HECO - All Systems Go
About the author:
Justin Hatfield is Vice President of Operations at HECO. He is responsible for Electric Motor & Drive Sales, Electric Motor & Generator Repairs, Spare Solutions, and Predictive Services. Justin was instrumental in developing HECO MAPPS (Motor and Powertrain Performance Systems) which focuses on “why” you have a motor problem instead of simply “What” product or service should be recommended. HECO is an EASA Accredited Service Center.