Hey everyone, welcome to this lecture, you will find many examples of jidoka being used in the manufacturing industry. Having said this, there are limited examples of this tool being used in the service industry. That doesn't mean it is not used or it is difficult to use this tool in this industry. This only indicates that the service industry adopted the use of this tool much later. Let's look at the example. Many training organizations have started offering their trainings on the internet.
Let's take the example of Udemy or any other online training provider. It was just until a few years ago, we all prefer classroom trainings compared to online. However, with the advent of the internet and fast speed connectivity, you can learn the same concepts from the best trainers worldwide, just like me at a much economical cost sitting at home on your personal device. Now, if you look at the entire process flow of how you buy an online course and go through the training, you will find that you first look for the desired course. When you decide to buy a course, you hit the Buy Now button. Then on the payment screen, you enter the credit card details to make the payment.
You get enrolled in the course and auto generated email is sent to your email address. You then go through the course and finish gaining the necessary knowledge. This entire process is straight through without any manual intervention in between almost 95 to 98% customers Go through this trade through process. However, sometimes due to technical glitch, or maybe an unknown reason, your transaction does not get processed, your payment gets deducted, but the enrollment doesn't go through. In this scenario, the transaction does not move further. A notification is sent to the department in the organization stating this customer is stuck.
So, someone from the organization reaches you and helps correct the error manually. This is termed as use of jidoka. In the service industry. An automated process helps the customer from beginning to the end. However, if an error occurs, the transaction comes to a halt, and the human enters the scenario to eliminate that error. That brings us to the end This lecture.
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