Greeting
Parking adequate
Signage clear
Waiting-room amenities
Service Blueprint
Service Diagnosis
Perform Service
Physical Attributes to Support Service
Employee appearance
Forms
Shop cleanliness
Technology
Figure 7.7
Friendly Close
Car delivered clean
Employee appearance
#1
Leve
#2
Poka-yokes to address potential failure points
Poka-yoke: Bell in driveway in case customer arrival was unnoticed.Poka-yoke: Conduct dialog with customer to identify customer expectation and assure customer acceptance.Poka-yoke: Review checklist for compliance.Poka-yoke: Service personnel review invoice for accuracy.Poka-yoke: Customer approves invoice.Poka-yoke: Customer inspects car.Poka-yoke: If customer remains in the work area, offer coffee and reading material in waiting room.