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Poka-yoke in Service Industry with Example


Given below is a poka-yoke blue print about the customer overnight stay in a nationally-recognized hotel chain. The process describes four events that are; customer action, employee onstage actions, contact backstage actions and support processes. In addition to service blue print, a brief description of the procedures that prevent or block mistakes in the hospitality service process has been given i.e. ‘poka-yoke’. The blueprint starts from the reservation of room by a customer and ends at the check-out of the customer from the hotel.

 Poka-yoke for blueprint:


Fig below: Blue print of customer overnight stay in hotel


Also Study:

Hotel Reservation and Booking System

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