18 Questions
What type of error does a poka-yoke device prevent in a service encounter?
Server error
What is an example of a task error in a service encounter?
Doing work incorrectly
What is the purpose of a poka-yoke device such as a computer prompt?
To prevent mistakes or errors
What type of error is related to physical elements of service?
Tangible error
What is an example of a poka-yoke trick to prevent treatment errors?
Bank tellers recording customer eye color
What is the benefit of using poka-yoke devices in service encounters?
Improved process quality
What is the primary focus of Poka-Yoke?
To improve process quality by detecting defects and providing warnings
What is the main purpose of prediction in Poka-Yoke?
To recognize that a defect is about to occur and provide a warning
What is the result of not using Poka-Yoke in the example of Yamada Electric?
Costly and embarrassing repair at the customer facility
What is the benefit of using Poka-Yoke in services?
Fail-safe methods for interactions conducted by different modes
What is the characteristic of many applications of Poka-Yoke?
They are simple, yet creative and inexpensive to implement
What is the purpose of the device on the drill in the example of Poka-Yoke?
To count the number of holes drilled in a work piece
What is the primary purpose of Poka-Yoke?
To prevent mistakes from occurring in the first place
What is the name of the mistake-proofing approach developed by Shingo at Toyota in the 1960s?
Zero Quality Control (ZQC)
What is a common cause of inadvertent mistakes, according to Poka-Yoke?
All of the above
What is the result of using a cause-and-effect diagram in Poka-Yoke?
Identification of the root cause of a mistake
What is an example of a typical mistake, according to Poka-Yoke?
Omitted processing
What is the name of the concept that emphasizes the importance of preventing mistakes from being made in the first place?
Mistake-Proofing
Learn about Poka-Yoke, a method of quality control that focuses on prediction and detection of defects. Discover how it works and its applications in various industries.
Make Your Own Quizzes and Flashcards
Convert your notes into interactive study material.
Get started for free
