Managing for Quality and Performance Excellence 10th Edition by James Evans ,William Lindsay

Exercise 14

You have most likely taken your car for service at an automobile dealership. Typical activities in servicing a customer's automobile include making an appointment, meeting with a service advisor to discuss the service or problem, waiting for the work to be performed, paying the bill, and receiving the vehicle. Draw a flowchart for this process with detailed activities for these steps. Identify potential failures that customers may experience and discuss possible poke-yokes that the dealership might use to prevent such failures and ensure customer satisfaction.