基于MOT的汽车4S店服务防错设计

Poka-yoke技术在现代制造业已经得到广泛而成熟的应用,但在服务流程设计中的应用研究很少。本文主要从MOT的角度,结合服务失败和服务补救方面的研究成果,构建了防错技术在服务业应用的实施模型。通过对汽车4S店的实证分析,证明基于MOT的服务防错实施模型的可行性和适用性,为服务业实现零缺陷提供了一种有效途径。

At present, Poka -yoke technology has been widely applied in the modem manufacturing industry, but there are few applied researches in service process designs. This article sets up an implementation model of the Poka - yoke technology applied in the service industry from the point of view of MOT, in combination with research achievements in service failures and service remedies. Through the empirical analysis of automobile 4S shops, it proves the feasibility and adaptability of the implemen- tation model of Poka - yoke technology based on MOT, which provides an effective way for the service industry to achieve the zero - defect management.