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| Author: | Chase, R. Stewart, D. |
| Title: | Make your service fail-safe |
| Journal: | Sloan Management Review
1994 : SPRING, VOL 35:3, p. 35-44 |
| Index terms: | SERVICE TOTAL QUALITY MANAGEMENT SAFETY |
| Language: | eng |
| Abstract: | One 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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