Refer to the automobile repair flowchart in Exhibit 7.5 in Chapter 7. Identify three activities where a potentially serious service error may occur, suggest performance measures for each of these three activities in the flowchart, and poka-yokes that might prevent such errors from occurring.

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EXHIBIT 7.5 Automobile Repair Flowchart Customer service representative ownership Follow-up phone call and survey Start Customer leaves Automobile needs repair and servicing Explain service guarantee Customer arrives Customer Customer calls for an Customer talks to pays bill appointment Customer sales representative and mechanic Bill and repairs explained to Customer service representative (CSR) makes appointment and logs on computer customer Customer waits Line of customer visibility Generate repair order and set Mechanic ownership priorities Auto part (e) avallability Mechanic End diagnoses problem(s) Customer authorizes Auto repairs completed and Inspected Customer leaves No Yes repair process, or agreement reached repairs? Soutce: David A Colliet, The Service/Quality Solution, copublished by Inwin Pofesional Publshing Bur Ridge Ilinois, and American Society of Quality, ASQ Quallty Press, Milwaukee Wsconsin 199A p 120