When a piece of production machinery broke down at the Whirlpool plant in Findlay, Ohio, several years back, it was accepted practice for the machine operator to call maintenance and then sit back and wait for the problem to be fixed. Critical information and knowledge was not shared between the operator and maintenance technician.
The immediate comments were all positive. They came from a variety of people, most working in roles, such as maintenance supervisors, maintenance technicians and reliability engineers. Also commenting were three highly respected reliability consultants, one of whom asked why Point D was left out of the article. This consultant stated: “I am curious to know, in the article, after covering the importance of precision maintenance, you went on to discuss the importance of using a number of reliability tools and methods in the design phase. Shouldn’t there be a Point D as well?”