POKA YOKE IN SERVICE SECTOR

Failure Customer forgets the need for service Poka Yoke Send Automatic Reminder Failure Customer cannot Service Area find Failure Customer has difficulty in explaining problems Poka Yoke Joint Inspection Failure Customer does not understand the necessary service. Poka Yoke Preprinted material with detail explanation.

Poka Yoke Use Signage to Direct Customers

Stage 1 Preliminary Activities Customer calls for appointment Customer Arrives with Vehicle
Line of Visibility

Stage 2 Problem Diagnosis

Customer Specifies Problem Obtains Information Preliminary Diagnosis. Is the cause clear?
No

Customer Approves Service

Great Customer Service Department Schedules Appointment

Failure Customer Arrives Unnoticed Failure Customers not served in order of arrival Poka Yoke Place number markers on cars as they arrive

Yes

Detailed Problem Diagnosis

Failure Car information incorrect & process is time consuming Poka Yoke Maintain customer database & historical information Failure Incorrect diagnosis of the problem

Prepare Cost & Time Estimate

Failure Incorrect estimate.

Poka Yoke Use a Bell Chain to Signal Arrivals

Poka Yoke High-tech check-lists, such as expert systems & diagnosis equipment

Poka Yoke Checklists itemizing costs by common repair types

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Failure Customer cannot be located Poka Yoke Issue beepers to customers

Failure Bill is Illegible Poka Yoke Top copy to the customer

Failure Feedback not obtained Poka Yoke Customer satisfaction survey card given to customer when giving key of the car

Stage 3 Perform Work Customer Departs Facility

Stage 4 Billing and Vehicle Retrieved Customer Departs with Vehicle Customer Pays Bills

Line of Visibility

Customer Notified Schedule & Perform Work

Failure Parts not available Poka Yoke Limit switches activate signal lamps when part level falls below order point

Vehicle is Retrieved

Verify Work
Failure Work has not been performed correctly Poka Yoke Schedule works to specific crew members on the basis of a specific criteria

Prepare Invoice
Failure Vehicle takes too long to arrive Poka Yoke When bill is being paid information is electronically sent to the retrieval bay

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