4.

a) What is a poka-yoke? A typical word processing software program (such as Word) is loaded with poka-yokes. List any two of these for a word processing software program. Briefly explain your selections.

b) Operations management concepts can be applied to both manufacturing and service operations. It can often be more challenging to apply them in a service operation. Briefly describe at least two of the challenges that a service operation presents for the application of operations management concepts that are not found in a manufacturing operation.