ARE YOU READY FOR YOUR OWN TSUNAMI?

On March 11, 2011 an earthquake and subsequent tsunami destroyed Tokyo Electric Power Co.’s, Fukushima Dai-ichi nuclear power plant and crucial cooling systems, causing three reactor cores to melt and causing a release of radioactive material.

A new report says the tsunami-ravaged nuclear plant was so unprepared for the disaster that workers had to bring protective gear and an emergency manual from distant buildings and borrow equipment from a contractor.  The report shows that workers struggled with unfamiliar equipment and fear of radiation exposure.

The report revealed insufficient preparations at the nuclear plant that had not been previously acknowledged. It said plant workers had a disaster drill just a week before the tsunami and "everyone was familiar with emergency exits," but it apparently did not help them cope with the crisis.

A fire engine at the plant couldn't reach the unit because the tsunami left a huge tank blocking the driveway. Workers destroyed a power-operated gate to bring in the engine that arrived at the unit hours later. It was early morning when they finally started pumping water into the reactor, but the core had already melted by then.

 

Other workers were tasked with releasing pressure from Unit 1's containment vessel to avoid an explosion. But first they had to get the manual, which was not in the control room but in a separate office building at the plant.  To activate an air-operated part of the vent, workers had to borrow a compressor from a contractor. And the workers, who had to get close to the unit for the venting, had to get protective gear from the offsite crisis management center, five kilometers away from the plant.

 

The report also said workers borrowed batteries and cables from a subcontractor on the compound to set up a backup system to gauge water levels and other key readings.

What are Systems?

Systems are a structured way of doing something that can be replicated time and time again, has proven to be efficient and maximizes production.  But as evidenced by the Japanese earthquake and tsunami, ALL systems need to be consistently tested and monitored. They are not an end in themselves; they are a means. So, can you see what happens on a massive scale with regards to a systems failure in a nuclear power plant? 

When Systems Fail!

Most well-intentioned systems when put in a stressful situation fail.  The frustration for business owners is when one systems failure contributes to another systems failure– just like the Japanese nuclear plans. 

For example . . . A failure at the initial production level happens when the installation instructions were not followed and where quality control and oversight was not accomplished. What this means is a massive failure at the management level.  At the management level is where the oversight should have occurred, and a high level of accountability should have been instilled in the technician charged with the installation.

 

The ultimate impact to any systems failure is a customer service failure, a typical frustration for business owners. If the company cannot get the customer experience right, what level of confidence should the customers have in the company and their customer experience?

Customer Care

What happens when systems do not work? Worse yet, what if NO ONE CARED?  What if someone made a mistake, but no one cared enough about the problem to fix it? So, when did apathy become the norm in your business? How could this happen to you?

Let’s face it; mistakes can and will happen. We are all human, and it’s perfectly natural to make mistakes. But we have to do something about our mistakes. We need to take ownership of our actions and take responsibility for our work. Accountability breeds competence. The root of competence is care. If you’re responsive, you express that care.

Reject Systems Failures!

- Do not allow systems failures to happen in your business.

- If systems failures occur, take it to the highest level and fix the system permanently.

- Systems failures are a way to learn more about your systems, employees and clients.

- Do not allow systems failures to permeate your culture as being ‘acceptable’.

- Systems are vehicles to express how much you care about your customers and their customer service experience.

- Systems are never a be-all end-all.

- If you see something wrong with a system in your business, change the system.

- Systems exist to serve people, not the other way around.

- Systems are a means of growth.