Service failures happen. Your mission: prevent them from reaching customers.
Design fail-safe solutions using the Three Ts framework.
🛡️ What's a Poka-Yoke?
A poka-yoke (Japanese for "mistake-proofing") is a procedure that blocks a mistake
from becoming a service defect. Originally from manufacturing, these fail-safes are crucial in
services where the customer is part of the process.
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Task
Was the work done correctly?
🤝
Treatment
Was the customer treated well?
✨
Tangible
Are physical elements right?
Poka-Yoke Patrol
Fail-Safe the Service • Protect the Customer
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Service Industry
Service Stage
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💥 Impact: Customer dissatisfaction
Your Mission
Choose the best poka-yoke to prevent this failure:
Why this works:
The Three Ts
📋Task
Fail-safes ensuring the service work is done correctly.
Checklists, verification steps, confirmations
🤝Treatment
Fail-safes ensuring customers are treated appropriately.
Greeting scripts, eye contact prompts, name usage
✨Tangible
Fail-safes ensuring physical elements are right.
Cleanliness checks, uniform standards, signage
🛡️ Poka-Yoke Methods
Fail-safes can apply to server actions (what employees do)
or customer actions (what customers do).