Task-treatment and the tangible features of service

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Reference no: EM13781608

a. Perform a quick service audit the next time you go shopping at a department store. Evaluate the three Tasks of service: the Task, the Treatment, and the Tangible features of the service on a scale of 1 (poor), 3 (average), and 5 (excellent). Remember that the tangible features include the environment, layout, and appearance of the store, not the goods you purchased. Provide a discussion in support of your evaluation.

b. Suggest poka-yokes to fail-safe the three Tasks you discussed above. (Focus on how to prevent an inadvertent mistake from happening in the first place.)

Reference no: EM13781608

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