Q1: Analyze the process below to identify at least two potential failure points in the process and show how Poka-yoke techniques can be used to overcome these failures

Figure 7.7 Service Blueprint for Service at Speedy Lube, Inc. Poka-yoke: Customer approves invoice. F Poka-yokes to address potential failure points Poka-yoke: Bell in Poka-yoke: Conduct driveway in case customer dialog with customer arrival was unnoticed. to identify customer Poka-yoke: If customer expectation and remains in the work area, assure customer offer coffee and reading acceptance. material in waiting room. Personal Greeting Service Diagnosis Parking adequate Signage clear Employee appearance Forms Waiting room amenities Poka-yoke: Review checklist for compliance. Poka-yoke: Service personnel review invoice for accuracy. Poka-yoke: Customer inspects car. Perform Service Friendly Close Physical Attributes to Support Service Shop cleanliness Technology Car delivered clean Employee appearance Customer arrives for service. (3 min) Customer departs. Level #1 Customer is in control. Customer pays bill. (4 min) Determine specifics. (5 min) No 1 Warm greeting and obtain service request (10 sec) Level #2 Customer interacts with service provider. Notify customer and recommend an alternative provider. (7 min) Standard request. (3 min) Can service be done and does customer approve? (5 min) Notify customer that car is ready No (3 min) Direct customer to waiting room F F Yes F Yes Level #3 Service is removed from customer's control and interaction. Perform required work. (varies) Prepare invoice. (3 min) F