haku: @author Chase, R. / yhteensä: 2
viite: 2 / 2
« edellinen | seuraava »
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. |
« edellinen | seuraava »
SCIMA