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For example, no one checks incoming supplies properly. 'No one'?

Actually, people are never the problem. The problem, 99.99% of the time, is lack of a system. The reason no one checks things properly is that they haven't been given a foolproof system for getting it right.

Obviously training would help. But what if the new expert is off sick? The answer is to write down the procedure so that anyone could follow it. Here's how:

• Give the procedure a meaningful name.
• Describe the result. 'To ensure suppliers send the right parts and to handle incorrectly sent parts.'
• Map the system. Write down in boxes the steps involved.
• Design the system itself. Take people through the steps mapped out in detail. For example, if there is a form to fill in, design the form and tell them where to find it and where to put completed forms afterwards. For example:
  • From the purchase order (not the delivery note), cross-check each part number item by item, ticking off as you go.
  • Sign the order acceptance form if everything is correct and file it (define where).