Poka-Yoke与服务质量的保险设计

Poka-Yoke method and fail-safe design in service quality

运用Poka -Yoke的基本原理———一种最早应用于工业的预防生产失误的产品质量保险设计方法 ,结合服务业的生产特点与实际 ,探讨了服务产品提供过程中可能出现的各种质量问题或服务失误 ,并提出了针对性的对饭店服务质量进行保险设计的基本方法和措施 。

Poka-Yoke was originally a designing method to prevent production faults in manufacturing industry.It could be also applied into the service industry with consideration of the strong characterisitics in service delivering to develop basic methods in fail-safe design of service quality which help to analysis the possible faults in service delivering and prevent them from happeningin the early designing stage.