Chapter 7.5: Mistake Proofing Processes

Ways to prevent mistakes

1. designing potential defects and errors out of the process

2. Identifying potential defects and errors and stopping before they occur

3. Identifying defects and errors soon after they occur and quickly correcting the process

Pika-yoke

An approach for mistaking proofing processes using automatic devices or simple methods to avoid human error. Focused on (1) predicting, or recognizing that a defect is about to occur and providing a warning (2) detection, or recognizing that a defect has occurred and stopping the process.

Tangible errors

Physical elements of the service, such as clean facilities, dirty uniforms, and appropriate temperature, and documents errors.

Customer error in preparation

Failure to bring necessary materials to the encounter to understand the role in the service transaction, to engage the correct service.

Customer error during an encounter

Due to an attention, misunderstanding, or simply a memory lapse, and include failure to remember steps in the process were to follow instructions.

Customer errors at the resolution stage

A service encounter include failure to signal service adequacies, to learn from experience, to address, expectation, and execute appropriate post encounter actions.