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.

Transcribed Image Text:

Stage 1 - Preliminary Activities Customer arrives with vehicle Customer calls for service appointment Line of Visibility Service department schedules appointment Greet customer Obtain vehicle information Stage 2 - Problem Diagnosis Customer specifies problem Preliminary diagnosis: Is the cause clear? No Detailed problem diagnosis Yes Customer approves service Prepare cost and time estimate Stage 3 - Perform Work Customer waits or departs facility Waiting room or shuttle service provided Schedule and perform required work Work verified Customer notified Vehicle cleaned Stage 4 - Billing and Vehicle Retrieval Customer pays bill Customer invoice prepared Customer departs Vehicle is retrieved Stage 1 - Preliminary Activities Customer arrives with vehicle Customer calls for service appointment Line of Visibility Service department schedules appointment Greet customer Obtain vehicle information Stage 2 - Problem Diagnosis Customer specifies problem Preliminary diagnosis: Is the cause clear? No Detailed problem diagnosis Yes Customer approves service Prepare cost and time estimate Stage 3 - Perform Work Customer waits or departs facility Waiting room or shuttle service provided Schedule and perform required work Work verified Customer notified Vehicle cleaned Stage 4 - Billing and Vehicle Retrieval Customer pays bill Customer invoice prepared Customer departs Vehicle is retrieved

Answer rating: 100% (QA)

Company PU shou... View the full answer