Make Your Service Fail-Safe

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One of the most useful concepts of the TQM movement in manufacturing is the application of poka-yoke, or fail-safe, methods to prevent human errors from becoming defects in the end product. Here the authors argue that these methods apply equally well to services and provide a framework for systematically applying poka-yokes to service encounters. They suggest that actions of the system, the server, and the customer can be fail-safed, and provide numerous examples to stimulate service managers to think in fail-safe terms.   

Richard B. Chase is the Justin Dart Professor of Operations Management and Douglas M. Stewart is a doctoral candidate in operations management at the School of Business Administration, University of Southern California.

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