Podcast
Questions and Answers
What type of error does a poka-yoke device prevent in a service encounter?
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?
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?
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?
What type of error is related to physical elements of service?
What is an example of a poka-yoke trick to prevent treatment errors?
What is an example of a poka-yoke trick to prevent treatment errors?
What is the benefit of using poka-yoke devices in service encounters?
What is the benefit of using poka-yoke devices in service encounters?
What is the primary focus of Poka-Yoke?
What is the primary focus of Poka-Yoke?
What is the main purpose of prediction in Poka-Yoke?
What is the main purpose of prediction in Poka-Yoke?
What is the result of not using Poka-Yoke in the example of Yamada Electric?
What is the result of not using Poka-Yoke in the example of Yamada Electric?
What is the benefit of using Poka-Yoke in services?
What is the benefit of using Poka-Yoke in services?
What is the characteristic of many applications of Poka-Yoke?
What is the characteristic of many applications of Poka-Yoke?
What is the purpose of the device on the drill in the example of Poka-Yoke?
What is the purpose of the device on the drill in the example of Poka-Yoke?
What is the primary purpose of Poka-Yoke?
What is the primary purpose of Poka-Yoke?
What is the name of the mistake-proofing approach developed by Shingo at Toyota in the 1960s?
What is the name of the mistake-proofing approach developed by Shingo at Toyota in the 1960s?
What is a common cause of inadvertent mistakes, according to Poka-Yoke?
What is a common cause of inadvertent mistakes, according to Poka-Yoke?
What is the result of using a cause-and-effect diagram in Poka-Yoke?
What is the result of using a cause-and-effect diagram in Poka-Yoke?
What is an example of a typical mistake, according to Poka-Yoke?
What is an example of a typical mistake, according to Poka-Yoke?
What is the name of the concept that emphasizes the importance of preventing mistakes from being made in the first place?
What is the name of the concept that emphasizes the importance of preventing mistakes from being made in the first place?
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