Service Poka Yoke

Arash Shahin, Maryam Ghasemaghaei

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.

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International Journal of Marketing Studies  ISSN 1918-719X(Print) ISSN 1918-7203(Online)

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