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CB2201 2

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grisha.unusov
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10 views1 page

CB2201 2

Uploaded by

grisha.unusov
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Service Delivery

.
Poka-Yoke .

Poka-yoks-reducing mistakes via


mistake-prooflig
-

a
Poka-yoke
method to reduce

2 Approaches to handle :
>3
types of Terrors: mistakes by preventing correcting
,

Punishment Fringemployees et) ,


-Task or
drawing attention to human errors

Learning from
making them .
-
Treatment as
theyoccur

Tangible
.
1 Task Errors : Error How to prevent
-Work done incorrectly .
1 Few french fries >
- Use a
scoop
-Work that wasn't requested
done
-Work done in the order dan chowder
Ordered Waiter repeats the
wrong
2 .
-

-Work done too


slowly (includes processerrors) -

Deceived fish chowder-> order


verbally
2 .
Treatment Errors. Failure to : Fror
- How to prevent
-

Acknowledge to the Customer 1 .


Call center staff
>
-
Place a mirror next to
Listen to the customer not call center staff
using smiling voice
~

React to the customer


-

appropriately
Not being polite.

Error How to prevent


3
.
Tangible Errors :
-
Customer can detect them with 5 senses .
1 Staff wears >
-
Place mirror
a

E
.
g
:

dirty uniforms
-

dirty facilities
uniforms
·

untidy
·
um desirable noise , etc .

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