TOPIC REVIEW 4: DESIGNING QUALITY SERVICES

Question 4

Identify the possible fail points or pain points in dine-in service at a McDonalds restaurant using:

i) service blueprinting

ii) moment of truth concept

Question 5

Bungee jumping has been one of the most extreme recreational activities ever introduced to thrill seekers. But recently, there is an alternative in the form of rope swing. While both involve jumping off a platform in various ways, but one has bounce backs and the other just swings you back and forth. Although both extreme activities have their risks of accidents, a lot of precautions are taken to ensure participants safety. Nevertheless, one can never be too certain that it is going to be a smooth and safe ride, given its extreme nature.

Only a few months ago, our country was devastated to hear about a rope swing mishap at Kuala Kubu Baru on Sept 27, 2020 that left a female adventurer with a broken back. Siti Halijah Abd Rahim, 33, suffered a spinal fracture when the rope snapped, and she smashed into a rock and fell into a river at the popular tourist destination. Educate yourself about the tools, techniques, procedures, and methods used in such extreme activity (rope swing). More importantly, how do you apply poka-yoke to rope swing for it to be safe for all?