Example 4: The service world has recognized the value of poka-yoke during the last several years. One way of applying error-proofing (poka-yoke) in the service sector is to devise a “task” poka-yoke. A task poka-yoke concentrates on the tasks that a server must perform and devises methods to assure the task is completed correctly. A popular example of a task poka-yoke is the automatic change dispenser that you encounter in many stores. The cash register automatically dispenses the correct change once the purchased item and the payment have been entered. This prevents an error in the “task” of making change.
Example 5: A CPA firm has experienced delays in preparing tax returns because the customer hasn’t provided all the information required. The firm decides to use a “preparation” poka-yoke. A preparation poka-yoke is an intervention in the service encounter that attempts to properly prepare the customer for the service. The CPA firm mails out a check list to each of their customers that contains a list and a place to check it off for each item critical to the preparation of that customer’s tax return. See the example below.
Example 6: A small manufacturer of printed signs has received complaints from its customers regarding print imperfections. Until now the firm has required inspectors to inspect every item of the printed sign (like color variation, printing streaks, etc.). After discussing the inspection protocol with the inspectors, the firm decided that it was asking too much of the inspectors by insisting that they inspect so many items. Together with the inspection personnel, and using the complaints received, they compiled a short list of the most important inspection items. To ensure the inspectors did not forget to inspect carefully these items, they created an inspection board that contained lights by each of the critical items. The inspector must press a button to turn the light off, thereby assuring the inspector has looked carefully at the critical item.
