Which Of The Following Can Be Regarded As A Task Error In A Service Process?

What is Mistake Proofing?

Quality Glossary Definition: Mistake proofing

Also called: poka-yoke, fail-safing

Mistake proofing, or its Japanese equivalent poka-yoke (pronounced PO-ka yo-KAY), is the use of any automatic device or method that either makes it impossible for an error to occur or makes the mistake immediately obvious once it has occurred. It is a common process assay tool.

When to Use Mistake Proofing

• When a process step has been identified where human fault can cause mistakes or defects to occur, particularly in processes that rely on the worker's attention, skill, or experience
• In a service process, where the customer tin can make an error which affects the output
• At a hand-off step in a procedure, when output (or for service processes, the customer) is transferred to some other worker
• When a pocket-sized error early in the process causes major problems later in the process
• When the consequences of an error are expensive or dangerous

Mistake Proofing Process

1. Obtain or create a flowchart of the process. Review each footstep, thinking nearly where and when human errors are likely to occur.
2. For each potential fault, work dorsum through the procedure to find its source.
3. For each fault, recall of potential ways to make it impossible for the fault to occur. Consider:
   • Elimination: eliminating the footstep that causes the error.
   • Replacement: replacing the footstep with an error-proof 1.
   • Facilitation: making the right action far easier than the error.
4. If you cannot make it impossible for the error to occur, think of means to detect the error and minimize its furnishings. Consider inspection methods, setting functions, and regulatory functions expanded on beneath.
5. Cull the best error-proofing method or device for each fault. Test it, then implement it. Three kinds ofinspection methods provide rapid feedback:
   • Successive inspection is washed at the next step of the procedure by the side by side worker.
   • Self-inspection means workers cheque their own piece of work immediately after doing it.
   • Source inspection checks, before the process stride takes place, that conditions are correct. Oft it's automatic and keeps the process from proceeding until atmospheric condition are correct.

Setting and Regulatory Functions

Setting functions are the methods by which a process parameter or product attribute is inspected for errors:

• The contact or concrete method checks a concrete characteristic such equally diameter or temperature, often using a sensor.
• The move-footstep or sequencing method checks the process sequence to make sure steps are done in order.
• The fixed-value or group and counting method counts repetitions or parts, or it weighs an item to ensure completeness.
• A 4th setting function is sometimes added, information enhancement, which makes sure information is available and perceivable when and where required.

Regulatory functions are signals that alarm the workers that an mistake has occurred:

• Warning functions are bells, buzzers, lights, and other sensory signals. Consider using color-coding, shapes, symbols, and distinctive sounds.
• Control functions foreclose the process from proceeding until the error is corrected (if the error has already taken place) or atmospheric condition are correct (if the inspection was a source inspection and the error has not yet occurred).

Error Proofing Example

The Parisian Feel eating place wished to ensure high service quality through mistake proofing. They reviewed the deployment chart (a detailed flowchart that shows who performs each pace) of the seating procedure shown below and identified human errors on the function of restaurant staff or customers that could cause service bug.

Mistake Proofing: Eatery'southward deployment nautical chart

The first potential error occurs when customers enter. The maitre d' might not notice a customer is waiting if the maitre d' is escorting other customers to their tabular array, checking on table condition, or conferring with kitchen staff.

The fault proofing device is an electronic sensor on the entrance door. The sensor sends a signal to a vibrating pager on the maitre d's belt to ensure that the maitre d' ever knows when someone enters or leaves the restaurant. Other fault proofing methods replaced the process steps requiring the maitre d' to leave the front door to seat customers.

A possible fault on the customers' part was identified at the step when diners are called from the lounge when their table is set. They might miss the phone call if the lounge is noisy, if they are engrossed in conversation, or if they are hard of hearing.

The mistake proofing called past the team was to replace the footstep of the procedure in which the maitre d' chosen the client's proper name over the loudspeaker. Instead, during the greeting stride, the maitre d' notes a unique visual identifier of one or more members of the party. When the table is set up, the tabular array busser notifies the waiter, who comes to the maitre d' and learns how to place the customers. The waiter finds the customers in the lounge, escorts them to their table, gives them menus, and takes additional drinkable orders.

Non only does this fault proofing method eliminate a client-caused problem, it improves the restaurant ambiance past eliminating the annoying loudspeaker, keeps the maitre d' at the front door to greet customers, creates a sense of infrequent service when the waiter "magically" knows the customers, and eliminates additional waiting time at the hand-off between maitre d' and waiter.

Adapted from The Quality Toolbox, Second Edition, ASQ Quality Press.

Source: https://asq.org/quality-resources/mistake-proofing

Posted by: lukasikracrought.blogspot.com

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