Chapter 4 & 5 - HSSE and Quality Flashcards
Identify the type of errors in Mistake Proofing?
Mistake Proofing focuses on preventing service failures through the redesign of service processes.
Server Errors:
Task error, happens during service function (E.g. Take wrong McD order)
Treatment error, happens during interaction with customer (E.g. failure to listen to customer)
Tangible error, happens during the physical element of service (E.g. dirty staff uniform)
Task Errors:
Preparation error, happens before the encounter (E.g. never bring necessary documents to sign up)
Encounter error, happens during the encounter (E.g. failure to remember dance choreography)
Resolution error, happens after the encounter (E.g. forget to provide feedback)
What are ways to develop a safety culture?
A way to develop a safety culture is to develop an organisational culture that focuses on creating underlying structure of symbols, heroes, rituals and shared values tied together with safety practices.
Symbols are words or pictures that bring across a meaning like putting up warning signs and posters about adopting safety habits
Heroes are role-model individuals who are rewarded amongst colleagues as they practice safety habits in the company.
Rituals are collective activities such as conducting monthly safety meetings
Values are attitudes within an organisation, a common shared positive attitude towards a safety culture workplace
Values are the most difficult to develop as they are the deepest layer of the structure, making it the most unclear. It is also the least observable, requiring more time to develop and inculcate. However, they are the most important in a company as they are the foundation that supports the other structures.
