In the world of manufacturing and operations, precision is paramount. Yet, many organizations unknowingly sabotage their own processes by overprocessing their work instructions, leading to operators skimming or skipping the instructions all together. This leads to defects that could easily be avoided. This issue often stems from a fundamental misunderstanding of how people use work instructions.

The Problem with Overprocessing

Most people don’t read instruction manuals cover-to-cover; they skim for key information. Work instructions are no different. When instructions are too lengthy or complex, they are more likely to be ignored or misinterpreted, causing errors and inefficiencies.

Example of Overprocessed Work Instructions:

• Detailed Theoretical Explanations and Complex Terminology: Technical jargon that confuses rather than clarifies, the stuff that belongs in engineering drawings and specifications for reference every six months, not on the line every six minutes.
• Overly Detailed Instructions: Multiple steps explaining how to install a screw, or calling out every screw they need to install.
• Every Defect Possibility: Images and notes on every defect the product has ever had for every step it could have been caused at.

It’s ok though because they save space by providing:

• Minimal Visual Aids: Few diagrams or pictures to break up the text and illustrate key points.

Steps to Building Effective Work Instructions

1. Divide the Information into Categories:
   • Key Information: Information the user will need to read every time they do the operation. This includes torque values, label placement, and dwell times.
   • Reference Information: Information the user will need easy access to when questions arise. This includes acceptable scratch limits, allowable thread protrusion, and test program locations.
   • Training Information: Information the user needs training on to build the product properly. This includes proper tool usage, how to read drawings, and handling defects.
2. Layout the Work Instruction:
   • Key step-by-step information in the front.
   • Reference and training information in appendices in the back.
3. Add Quick References to Key Instructions: Provide page numbers for applicable reference and training information as needed.
4. Create a Simple List of PPE, Tools, and Part Numbers/Qty: Include this at the beginning of each step if needed.
5. Review for Simple and Clear Language: Ensure the instructions are straightforward and easy to understand.
6. Add Visual Aids: Incorporate pictures, diagrams, and infographics to convey information effectively.
7. Create Quick Reference Visual Connections: For example, use a blue highlight for all torques in a specific range and a blue stripe around the corresponding torque driver. Consider adding a shape as well for those who are color blind.

People don’t want to set down a tool to turn a page, so to encourage the most consistent use, try to limit the portion applicable to a process step to a single page.

Training vs. Work Instructions: When to Do Which

Understanding when to provide training versus including information in work instructions is crucial for efficient and effective operations.

Training:

• Purpose: Training provides comprehensive knowledge and skills necessary to perform tasks. It involves teaching the underlying principles, proper techniques, and the reasoning behind certain procedures.
• When to Use: Use training sessions for both initial onboarding and routine tasks. For example, instead of listing every one of the 72 screws that go into a product, train the employee to review the Bill of Materials and drawings to ensure they have all the screws installed. Training is also crucial for introducing new processes and ongoing skill development.
• Why: Training ensures that employees are well-prepared and confident in their abilities before they begin performing tasks independently. It reduces the need for overly detailed work instructions by ensuring that workers have a solid foundation of knowledge.

Work Instructions:

• Purpose: Work instructions provide specific, step-by-step guidance for performing tasks. They are designed to be quick references that workers can easily consult during operations.
• When to Use: Use work instructions for important information that workers shouldn’t need to memorize, such as torque values, instrument voltages, and test programs to be used. They should be used when the task is well-understood but requires precise execution.
• Why: Work instructions should act as a guide for essential information. The user can reference training documents and other information if needed, but this shouldn’t clutter daily instructions. Overloading work instructions with excessive details can lead to them being ignored, which increases the risk of defects.

By distinguishing between training and work instructions, you can streamline your processes and reduce overprocessing. Training builds the foundation of knowledge and skills, while work instructions provide the practical, on-the-job reference needed to maintain high-quality output.

Summing It All Up

By focusing on clear, concise, and visual work instructions, complemented by thorough training, you can reduce defects and improve overall efficiency. Remember, the goal is not to overwhelm users with information but to provide them with the essential steps needed to perform their tasks correctly and safely. Stop overprocessing your work instructions, and you’ll see a significant decrease in errors and an increase in productivity.