International Journal of Marketing Studies
Service Poka Yoke
Abstract
In this paper, Poka yoke as one of the effective quality design techniques experienced in manufacturing has been
suggested and developed for service fail-safing. For this purpose, the subjects of service failure and service
recovery have been introduced. Then, service Poka yoke has been demonstrated and its solutions have been
classified. This paper also has proposed a framework, by which the common and uncommon elements of service
Poka yoke and Service recovery solutions have been classified and addressed schematically. In the new
methodology, service recovery and service Poka yoke are assumed as post and pre solutions on service failure,
respectively. The proposed framework seems very helpful for managers as an effective toolbox if they are about
to fix problems both at the design and at the delivery stages of the service processes. Finally, some barriers and
critical success factors of the application of Poka yoke in services have been discussed.
suggested and developed for service fail-safing. For this purpose, the subjects of service failure and service
recovery have been introduced. Then, service Poka yoke has been demonstrated and its solutions have been
classified. This paper also has proposed a framework, by which the common and uncommon elements of service
Poka yoke and Service recovery solutions have been classified and addressed schematically. In the new
methodology, service recovery and service Poka yoke are assumed as post and pre solutions on service failure,
respectively. The proposed framework seems very helpful for managers as an effective toolbox if they are about
to fix problems both at the design and at the delivery stages of the service processes. Finally, some barriers and
critical success factors of the application of Poka yoke in services have been discussed.
This work is licensed under a Creative Commons Attribution 3.0 License.
International Journal of Marketing Studies ISSN 1918-719X(Print) ISSN 1918-7203(Online)
Copyright © Canadian Center of Science and Education
To make sure that you can receive messages from us, please add the 'ccsenet.org' domain to your e-mail 'safe list'. If you do not receive e-mail in your 'inbox', check your 'bulk mail' or 'junk mail' folders.