Poka-Yoke is roughly translated from Japanese as "Quality Management."
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Q6: The service-system design matrix identifies five alternative
Q11: When recovering from a defective service encounter,
Q16: Poka-Yokes are procedures that block the inevitable
Q17: When recovering from a defective service encounter,
Q18: The term "encounter" is defined by Webster's
Q23: A characteristic of a well-designed service system
Q27: Service strategy begins by integrating operations and
Q28: The "back end" of the service encounter
Q31: A supporting facility is the same thing
Q41: Which of the following is a characteristic
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