haku: @author Stewart, D. / yhteensä: 10
viite: 5 / 10
| Tekijä: | Chase, R. Stewart, D. |
| Otsikko: | Make your service fail-safe |
| Lehti: | Sloan Management Review
1994 : SPRING, VOL 35:3, p. 35-44 |
| Asiasana: | SERVICE TOTAL QUALITY MANAGEMENT SAFETY |
| Kieli: | eng |
| Tiivistelmä: | 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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