Course No. PK23

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Poka Yoke (Mistake Proofing) in Services

Description:

Geared towards service providers, this course aims at enabling them identify the points / aspects of services where most mistakes / errors can occur, and how to prevent the same. This is accomplished using several analytical tools, and understanding what drives mistakes in providing services.

Different types of Poka Yoke, and their applicability are discussed, followed by actual examples from service operations. Participants identify the potential for failures / errors, then decide where and what types of Poka Yoke to use. Methods to evaluate the effectiveness of their decisions are covered as a part of this exercise. Finally, a cost / benefit analysis prepares them to make a better decision on selecting a Poka Yoke commensurate with service requirements.

Benefits:

Prevent potential customer complaints / litigation

Improve competitive edge, and customer satisfaction through better services

Reduce cost of doing business for you and your customer

Topics Covered:

Defining quality in service operations

Customer requirements, and converting them into service specifications

Determine what drives errors / mistakes in providing services

Identify best locations / aspects for Poka Yoke

Different types of Poka Yoke, and selection of the most appropriate ones

Examples of real life applications from several different operations

Discussion of specific applications for class participants

Cost / benefit analysis to identify the best Poka Yoke

Pre-requisites:                  College degree or equivalent work experience