Service Poka Yoke

In this paper, Poka yoke as one of the effective quality design techniques experienced in manufacturing has beensuggested and developed for service fail-safing. For this purpose, the subjects of service failure and servicerecovery have been introduced. Then, service Poka yoke has been demonstrated and its solutions have beenclassified. This paper also has proposed a framework, by which the common and uncommon elements of servicePoka yoke and Service recovery solutions have been classified and addressed schematically. In the newmethodology, service recovery and service Poka yoke are assumed as post and pre solutions on service failure,respectively. The proposed framework seems very helpful for managers as an effective toolbox if they are aboutto fix problems both at the design and at the delivery stages of the service processes. Finally, some barriers andcritical success factors of the application of Poka yoke in services have been discussed.