Design a process that meets your requirements. Describe it by using a flowchart similar to that shown
Question:
Design a process that meets your requirements. Describe it by using a flowchart similar to that shown in Exhibit 9.5.
Fail-Safing an Automotive Service Operation.
Failure: Customer forgets the need for service.
Poka-Yoke: Send automatic reminders with a 5 percent discount.
Failure: Customer cannot find service area, or does not follow proper flow.
Poka-Yoke: Clear and informative signage directing customers.
Failure: Customer has difficulty communicating problem.
Poka-Yoke: Joint inspection?service adviser repeats his/ her understanding of the problem for confirmation or elaboration by the customer.
Failure: Customer does not understand the necessary service.
Poka-Yoke: Preprinted material for most services, detailng work, reasons, and possibly a graphic representation.
Failure: Customer arrival unnoticed.
Poka-Yoke: Use a bell chain to signal arrivals.
Failure customers not served in order of arrival.
Poka-Yoke: Place numbered markers on cars as they arrive.
Failure: Vehicle information incorrect and process is time-consuming.
Poka-Yoke: Maintain customer database and print forms with historical information.
Failure: Incorrect diagnosis of the problem.
Poka-Yoke: High-tech Checklists, such as expert systems and diagnostic equipment.
Failure: Incorrect estimate
Poka-Yoke: Costs by common repair types.
Exhibit 9.5 for Reference.
Failure: Customer not located.
Poka-Yoke: Issue Beepers to customers who wish to leave facility.
Failure: Bill is illegible.
Poka-Yoke: Top copy to customer, or plain paper bill.
Failure: Feedback Not Obtained.
Poka-Yoke: Customer satisfaction postcard given to customer with keys to vehicle.
Failure: Service shuttle is inconvenient.
Poka-Yoke: Seating in available shuttles is allocated when scheduling appointments. Lack of free space indicates that customers needing shuttle service should be scheduled for another time. Failure: Parts are not in stock.
Poka-Yoke: Limit switches activate signal lamps when part level falls below order point.
Failure: Vehicle not cleaned correctly.
Poka-Yoke: Person retrieving vehicle inspects, orders a touch-up if necessary, and removes floor mat in presence of customer.
Failure: Vehicle takes too long to arrive.
Poka-Yoke: When cashier enters customer?s name to print the bill, information is electronically sent to runners who retrieve vehicle while the customer is paying.
Materials Science and Engineering An Introduction
ISBN: 978-0470419977
8th edition
Authors: William D. Callister Jr., David G. Rethwisch