haku: @author Chase, R. B. / yhteensä: 11
viite: 2 / 11
| Tekijä: | Chase, R. B. Stewart, D. M. |
| Otsikko: | Make your service fail-safe |
| Lehti: | Sloan Management Review
1994 : SPRING, VOL. 35:3, p. 35-44 |
| Asiasana: | |
| Vapaa asiasana: | QUALITÄTSPOLITIK, QUALITÄTSKONTROLLE |
| Kieli: | eng |
| Tiivistelmä: | One of the most useful concepts of the TQM movement in manufacturing is the application of poka-yoke, or fail-safe, to prevent human errors from becoming defects in the end product. 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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