Question

The authors state that service leaders must have a service vision because it creates an in-the-field leadership style Seeing quality as a winning service srategy can be translated into action to give the workforce a passion for service quality service leaders have high standards it prevents them from being isolated from their own businesses A service blueprint is best defined as: a process flowchart a process flow chart showing the activity times a flowchart that shows the SERVQUAL differences a flow chart showing failpoints the author discusses poka-yokes as fail-safing devices suitable for services as well as manufacturing. The relationship of poka-yokes to service blueprints is best described as: having been created by the same woman, Lynn Shostack creating poka-yokes for each fail point identified in a service blueprint Having been created by the same company to improve banking services in Japan producing a large amount of personal creativity to increase customer expectations

Answer 1

A service blueprint is best defined as a process flowchart outlining the activities and interactions involved in delivering a service. Poka-yokes, as discussed by the authors, serve as fail-safing devices, addressing potential errors or service failures identified in the blueprint.

Step-by-step explanation:

A service blueprint serves as a visual representation of the service process, depicting the various steps involved, customer interactions, and support processes. It goes beyond a simple flowchart by illustrating both the front-stage customer experience and the back-stage operations, helping organizations identify potential areas for improvement and efficiency.

Poka-yokes, on the other hand, are mechanisms or processes designed to prevent errors or mistakes. In the context of service blueprints, they are used to address the fail points or potential pitfalls identified within the service process. By integrating fail-safing devices like poka-yokes, service leaders ensure that the service delivery remains consistent, reliable, and error-free, aligning with the high standards expected in service leadership.

The relationship between poka-yokes and service blueprints is therefore rooted in their complementary roles within service management. While the blueprint outlines the entire service process, the integration of poka-yokes acts as a preventive measure to mitigate risks and enhance the overall quality of the service delivery.