Poka-Yokes are procedures that block the inevitable mistake from becoming a service defect.
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Q1: Services often take the form of repeated
Q4: The service-system design matrix identifies six forms
Q6: The service-system design matrix identifies five alternative
Q7: Because little or no inventory is carried
Q11: When recovering from a defective service encounter,
Q16: When recovering from a defective service encounter,
Q17: When recovering from a defective service encounter,
Q18: The term "encounter" is defined by Webster's
Q20: Poka-Yoke is roughly translated from Japanese as
Q27: Service strategy begins by integrating operations and
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