質(zhì)量管理第7講森口體系-文庫(kù)吧在線文庫(kù)
【正文】 requested ? Doing work in the wrong order ? Doing work too slowly ? Treatment Errors ? Not acknowledging the customer ? Not listening to the customer ? Not reacting appropriately to the customer ? Tangible Errors ? Failure to clean facilities ? Failure to control noise ? Failure to proof documents for content and presentation 3/16/2023 36 Customer Errors ? Preparation Errors ? Failure to bring necessary materials to the encounter ? Failure to understand role in the service transaction ? Failure to engage the correct service ? Encounter Errors ? Failure to remember steps in the service process ? Failure to follow system flow ? Failure to specify desires sufficiently ? Failure to follow instructions ? Resolution Errors ? Failure to signal service failures ? Failure to learn from experience ? Failure to adjust expectations appropriately ? Failure to execute appropriate postencounter actions 3/16/2023 37 Failsafing the Customer ? Preparation for the encounter ? DEC service flier ? During the encounter ? Locks on airline doors activate lights ? Resolution of the encounter ? Outlines for toys on floor of child care center 3/16/2023 38 DEC Service Flier 3/16/2023 39 Failsafing the Server ? Task ? Operating room trays with indentations for instruments ? Treatment ? Smile checklist (greeting, taking order, informing of desert special, and giving change) ? Tangibles ? Mirrors for personal appearance inspection ? Chairs with armrests to prevent sleeping 3/16/2023 40 Physical Detection and Control Methods ? Orientation and placement ? Delimiting and controlling the physical space ? Lockouts, and lockins ? Go / nogo gauging ? Dispensers ? Detecting presence or absence ? Improved visibility ? Unusual physical attributes 3/16/2023 41 Examples Labeling Template Jig for Part Placement J i gGuide Pins and Cutouts (that limit orientation) C u t o u tG u i d e P i n sC o r r e c t l y O r i e n t e d I n c o r r e c t l y O r i e n t e d3/16/2023 42 Examples (cont.) Height Gauge at Amusement Park Y o u m u s t b ea t l e a s t t h i s t a l l t o r i d e .3/16/2023 43 Examples (cont.) 3/16/2023 44 Examples (cont.) S w i t c h e sProximity Sensor Detects Broken Bit b r o k e n b itp r o x i m it y s e n s o rw a r n in g la m p Limit Switches on Jig 3/16/2023 45 Examples (cont.) Lines on Wall Indicate Reorder Points 3/16/2023 46 Sequencing Methods ? Baiting ? Task substitution ? Interlocks 3/16/2023 47 Examples 3/16/2023 48 Examples (cont.) 3/16/2023 49 Grouping and Counting Methods ? Counting and ordering ? Arrangement ? Kits ? Layout mats ? Checklists 3/16/2023 50 Examples 3/16/2023 51 Information Enhancement PokaYokes ? Moving information through time ? Storing it for later use ? Consolidating it to get the big picture ? Prediction ? Moving information across space ? Making information stand out 3/16/2023 52 How do you Failsafe? ? Educate the team about pokayoke devices ? Find the source of the errors ? Blueprint (flowchart) ? Find defects ? Trace to source ? Brainstorm ? Inexp
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