How Do Your Standardize Non-Measurables?

In some seminars I use a format called "Challenge the Instructor." People prepare written questions along the lines of "How do you handle a situation where.....?" Here's one that was particularly difficult to answer: "How do you standardize non-measurable requirements from the customer?"

Seems to me that's an oxymoron. "A standard generally refers to a definite rule, principle, or measure established by authority" (Merriam-Webster Dictionary). And some customer requirements are difficult to clearly define such as what is an acceptable finish on a part. For example: lost wax castings, especially larger ones, may have cracks that require preparation ("dig out"), welding the crack completely and then "blending" the weld into the contour of the part by grinding the weld surface and a small portion of the surrounding part. The idea of what represents an acceptable weld blend is a value judgment of cosmetics. The person submitting the challenge had a similar type of problem.

Since beauty is always in the eye of the beholder and can't be measured, I advised that no precise standard could be established (at least not at a reasonable cost). However a series of examples (pictures, models, samples) could be prepared to illustrate what constitutes an acceptable result and what does not. Even then, I advised, there would always be the potential for controversy the closer the item in question gets to the (undefined) border between acceptable and not acceptable.

Getting the customer to supply such examples would be most useful. Or, if the customer won't supply examples, keeping samples (such as pictures) of selected items shipped as well as similar samples of items returned by the customer should result in a fairly useful sample set.

About me: Dan Pelley is an educator specializing in management training and development programs for supervisors and other first-line managers in Connecticut (CT), Massachusetts (MA) and Rhode Island (RI). The issue recited above came from a participant in one of his "Thriving on Change" seminars.

Copyright © 2009 Daniel W. Pelley
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