Managing for Quality and Performance Excellence 9th Edition by James Evans,William Lindsay

Exercise 1

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.