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Make Your Service Fail-Safe
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By Richard B. Chase and Douglas M. Stewart
Spring 1994
Reprint 3533
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Volume 35, Number 3, pages 35-44, 10 pages
Primary Topic: Service and Quality
Secondary Topic: Operations
SummaryOne of the most useful concepts of the TQM movement in manufacturing is the application of poka-yoke, or fail-safe, methods to prevent human errors from becoming defects in the end product. Here the authors argue that these methods apply equally well to services and provide a framework for systematically applying poka-yokes to service encounters. They suggest that actions of the system, the server, and the customer can be fail-safed, and provide numerous examples to stimulate service managers to think in fail-safe terms. |
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