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Chapter 2: Q9-9OQ (page 217)

What are the Three Ts relevant to poka-yokes in service systems?

Short Answer

Expert verified

The Three Ts relevant to poka-yokes in service systems are given below:

  1. The task to be done
  2. Treatment of the customer
  3. Tangible features of the service facility

Step by step solution

01

Poka-yoke

A poka-yokeis a system designed to avoid human mistakes. A poka-goal yoke is to prevent, rectify, as well as expose a mistake as it happens. Error-proof, also known as poka-yoke (like PO-kayo-KAY) in Japanese, is the usage of any automated mechanism as well as the process that either prevents an error from occurring as well as makes the mistake instantly visible after it has happened. It is a standard tool for procedure

02

The Three Ts relevant to poka-yokes in service systems

  1. The task to be done

Task mistakes include performing tasks improperly, performing the task which was not requested, performing a task in the inappropriate sequence, as well as performing tasks too slowly.

  1. Treatment of the customer

Treatmentfaults in the interaction among the server as well as the customer, including a lack of courtesy as well as a failure to notice, hear, as well as respond correctly to the consumer.

  1. Tangible features of the service facility

Unsanitary facilities, soiled clothing, incorrect temperature, as well as paperwork mistakes are examples oftangiblefaults.

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Most popular questions from this chapter

Question: Calculate the average customer arrival rate and service rate per hour.

A local market research firm has just won a contract for several thousand small projects involving data gathering and statistical analysis. In the past, the firm has assigned each project to a single member of its highly trained professional staff. This person would both gather and analyze the data. Using this approach, an experienced person can complete an average of 10 such projects in an eight-hour day. The firm鈥檚 management is thinking of assigning two people to each project in order to allow them to specialize and become more efficient. The process would require the data gatherer to i ll out a matrix on the computer, check it, and transmit it to the statistical analysis program for the analyst to complete. Data can be gathered on one project while the analysis is being completed on another, but the analysis must be complete before the statistical analysis program can accept the new data. After some practice, the new process can be completed with a standard time of 20 minutes for the data gathering and 30 minutes for the analysis.

a.What is the production (output per hour) for each alternative? What is the productivity (output per labor hour)?

b.How long would it take to complete 1,000 projects with each alternative? What would be the labor content (total number of labor hours) for 1,000 projects for each alternative?

Question: A firm has redesigned its production process so that it now takes 10 hours for a unit to be made. Using the old process, it took 15 hours to make a unit. If the process makes one unit each hour on average and each unit is worth $1,500, what is the reduction in work-in-process value?

Make a list of pizza delivery process design requirements. Associate with each requirement a measure that would ensure that the process meets the requirement

Question: The following represents a process used to assemble a chair with an upholstered seat. Stations A, B, and C make the seat; stations J, K, and L assemble the chair frame; station X is where the two subassemblies are brought together; and some final tasks are completed in stations Y and Z. One worker is assigned to each of the stations. The line is paced using a countdown clock to synchronize production at each station.

Generally there is no inventory kept anywhere in the system, although there is

room for one unit between each of the stations that might be used for a brief amount of time.

Given the following amount of work in seconds required at each station:

a

38

j

32

x

22

b

34

k

30

y

18

c

35

l

34

z

20

a. What is the possible daily output of this 鈥減rocess鈥� if 8 hours of processing time is available each day?

b. Given your output rate in part (a), what is the efficiency of the process?

c. What is the flow time of the process?
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