Poka-Yoke and Quality Control
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Questions and Answers

What type of error does a poka-yoke device prevent in a service encounter?

  • Tangible error
  • Customer error
  • Server error (correct)
  • Task error

    • What is an example of a task error in a service encounter?

  • Unclean facilities
  • Doing work incorrectly (correct)
  • Lack of courteous behavior
  • Eye contact during greeting

    • What is the purpose of a poka-yoke device such as a computer prompt?

  • To increase productivity
  • To prevent mistakes or errors (correct)
  • To reduce cycle time
  • To improve customer satisfaction

    • What type of error is related to physical elements of service?

    <p>Tangible error</p> Signup and view all the answers

    What is an example of a poka-yoke trick to prevent treatment errors?

    <p>Bank tellers recording customer eye color</p> Signup and view all the answers

    What is the benefit of using poka-yoke devices in service encounters?

    <p>Improved process quality</p> Signup and view all the answers

    What is the primary focus of Poka-Yoke?

    <p>To improve process quality by detecting defects and providing warnings</p> Signup and view all the answers

    What is the main purpose of prediction in Poka-Yoke?

    <p>To recognize that a defect is about to occur and provide a warning</p> Signup and view all the answers

    What is the result of not using Poka-Yoke in the example of Yamada Electric?

    <p>Costly and embarrassing repair at the customer facility</p> Signup and view all the answers

    What is the benefit of using Poka-Yoke in services?

    <p>Fail-safe methods for interactions conducted by different modes</p> Signup and view all the answers

    What is the characteristic of many applications of Poka-Yoke?

    <p>They are simple, yet creative and inexpensive to implement</p> Signup and view all the answers

    What is the purpose of the device on the drill in the example of Poka-Yoke?

    <p>To count the number of holes drilled in a work piece</p> Signup and view all the answers

    What is the primary purpose of Poka-Yoke?

    <p>To prevent mistakes from occurring in the first place</p> Signup and view all the answers

    What is the name of the mistake-proofing approach developed by Shingo at Toyota in the 1960s?

    <p>Zero Quality Control (ZQC)</p> Signup and view all the answers

    What is a common cause of inadvertent mistakes, according to Poka-Yoke?

    <p>All of the above</p> Signup and view all the answers

    What is the result of using a cause-and-effect diagram in Poka-Yoke?

    <p>Identification of the root cause of a mistake</p> Signup and view all the answers

    What is an example of a typical mistake, according to Poka-Yoke?

    <p>Omitted processing</p> Signup and view all the answers

    What is the name of the concept that emphasizes the importance of preventing mistakes from being made in the first place?

    <p>Mistake-Proofing</p> Signup and view all the answers

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