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.