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Lean Office - Mistake Proofing & Poka Yoke Superfactory Excellence Program™ www.superfactory.com

Lean Office - Mistake Proofing & Poka Yoke Superfactory Excellence Program™ www.superfactory.com. Outline. What is Mistake Proofing? Everyday Examples Effectiveness & ROI Error Proofing and SPC Inspection Techniques Types of Poka Yokes. Everyday Examples.

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Lean Office - Mistake Proofing & Poka Yoke Superfactory Excellence Program™ www.superfactory.com

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  1. Lean Office - Mistake Proofing & Poka YokeSuperfactory Excellence Program™www.superfactory.com © 2005 Superfactory™. All Rights Reserved.

  2. Outline • What is Mistake Proofing? • Everyday Examples • Effectiveness & ROI • Error Proofing and SPC • Inspection Techniques • Types of Poka Yokes © 2005 Superfactory™. All Rights Reserved.

  3. Everyday Examples 3.5 inch diskettes cannot be inserted unless diskette is oriented correctly. This is as far as a disk can be inserted upside-down. The beveled corner of the diskette along with the fact that the diskette is not square, prohibit incorrect orientation. Fueling area of car has three error-proofing devices: 1. insert keeps leaded-fuel nozzle from being inserted 2. tether does not allow loss of gas cap 3. gas cap has ratchet to signal proper tightness and prevent overtightening. New lawn mowers are required to have a safety bar on the handle that must be pulled back in order to start the engine. If you let go of the safety bar, the mower blade stops in 3 seconds or less. © 2005 Superfactory™. All Rights Reserved.

  4. Everyday ExamplesWhose signature is required? Before: After: © 2005 Superfactory™. All Rights Reserved.

  5. Ten Types of Human Mistakes Forgetfulness Misunderstanding Wrong identification Lack of experience Willful (ignoring rules or procedure) Inadvertent or sloppiness Slowliness Lack of standardization Surprise (unexpected machine operation, etc.) Intentional (sabotage) © 2005 Superfactory™. All Rights Reserved.

  6. Can you think of examples of mistake-proofing in your car? © 2005 Superfactory™. All Rights Reserved.

  7. Applications to Services • Server and customer errors impact service quality and must be managed • Focus on “front-office” customer interaction • “Back-office” important but more similar to manufacturing Source: make your service fail-safe. Chase, R. B., And D. M. Stewart. 1994. Sloan management review (spring): 35-44. 1/3 of customer complaints relate to problems caused by the customer themselves © 2005 Superfactory™. All Rights Reserved.

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