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Behavior-shaping Constraint
A behavior-shaping constraint, also sometimes referred to as a forcing function or poka-yoke, is a technique used in error-tolerant design to prevent the user from making common errors or mistakes. One example is the reverse lockout on the transmission of a moving automobile. The microwave oven provides another example of a forcing function. In all modern microwave ovens, it is impossible to start the microwave while the door is still open. Likewise, the microwave will shut off automatically if the door is opened by the user. By forcing the user to close the microwave door while it is in use, it becomes impossible for the user to err by leaving the door open. Forcing functions are very effective in safety critical situations such as this, but can cause confusion in more complex systems that do not inform the user of the error that has been made. When automobiles first started shipping with on-board GPS systems, it was not uncommon to use a forcing function which prevented th ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Poka-yoke
is a Japanese term that means "mistake-proofing" or "inadvertent error prevention". A poka-yoke is any mechanism in a process that helps an equipment operator avoid (''yokeru'') mistakes (''poka'') and defects by preventing, correcting, or drawing attention to human errors as they occur. The concept was formalized, and the term adopted, by Shigeo Shingo as part of the Toyota Production System. Etymology Poka-yoke was originally '' baka-yoke'', but as this means "fool-proofing" (or " idiot-proofing") the name was changed to the milder ''poka-yoke''. Poka-yoke is derived from ''poka o yokeru'' (ポカを避ける), a term in shogi that means avoiding an unthinkably bad move. Usage More broadly, the term can refer to any behavior-shaping constraint designed into a process to prevent incorrect operation by the user. A simple poka-yoke example is demonstrated when a driver of the car equipped with a manual gearbox must press on the clutch pedal (a process step, therefore a poka-yoke ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Error-tolerant Design
An error-tolerant design (also: human-error-tolerant design) is one that does not unduly penalize user or human errors. It is the human equivalent of fault tolerant design that allows equipment to continue functioning in the presence of hardware faults, such as a "limp-in" mode for an automobile electronics unit that would be employed if something like the oxygen sensor failed. Use of behavior shaping constraints to prevent errors Use of forcing functions or behavior-shaping constraints is one technique in error-tolerant design. An example is the interlock or lockout of reverse in the transmission of a moving car. This prevents errors, and prevention of errors is the most effective technique in error-tolerant design. The practice is known as poka-yoke in Japan where it was introduced by Shigeo Shingo as part of the Toyota Production System. Mitigation of the effects of errors The next most effective technique in error-tolerant design is the mitigation or limitation of the e ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Error
An error (from the Latin ''error'', meaning "wandering") is an action which is inaccurate or incorrect. In some usages, an error is synonymous with a mistake. The etymology derives from the Latin term 'errare', meaning 'to stray'. In statistics, "error" refers to the difference between the value which has been computed and the correct value. An error could result in failure or in a deviation from the intended performance or behavior. Human behavior One reference differentiates between "error" and "mistake" as follows: In human behavior the norms or expectations for behavior or its consequences can be derived from the intention of the actor or from the expectations of other individuals or from a social grouping or from social norms. (See deviance.) Gaffes and faux pas can be labels for certain instances of this kind of error. More serious departures from social norms carry labels such as misbehavior and labels from the legal system, such as misdemeanor and crime. Departures ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Automobile
A car or automobile is a motor vehicle with Wheel, wheels. Most definitions of ''cars'' say that they run primarily on roads, Car seat, seat one to eight people, have four wheels, and mainly transport private transport#Personal transport, people instead of cargo, goods. The year 1886 is regarded as the birth year of the car, when German inventor Carl Benz patented his Benz Patent-Motorwagen. Cars became widely available during the 20th century. One of the first cars affordable by the masses was the 1908 Ford Model T, Model T, an American car manufactured by the Ford Motor Company. Cars were rapidly adopted in the US, where they replaced Draft animal, animal-drawn carriages and carts. In Europe and other parts of the world, demand for automobiles did not increase until after World War II. The car is considered an essential part of the Developed country, developed economy. Cars have controls for driving, parking, passenger comfort, and a variety of lights. Over the decades, a ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Call Centers
A call centre ( Commonwealth spelling) or call center (American spelling; see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information enquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension to call centres telephony based capabilities, administers centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and email. A call center was previously seen to be an open workspace for call center agents, with workstations that include a computer and di ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Credit Card Fraud
Credit card fraud is an inclusive term for fraud committed using a payment card, such as a credit card or debit card. The purpose may be to obtain goods or services or to make payment to another account, which is controlled by a criminal. The Payment Card Industry Data Security Standard (PCI DSS) is the data security standard created to help financial institutions process card payments securely and reduce card fraud. Credit card fraud can be authorised, where the genuine customer themselves processes payment to another account which is controlled by a criminal, or unauthorised, where the account holder does not provide authorisation for the payment to proceed and the transaction is carried out by a third party. In 2018, unauthorised financial fraud losses across payment cards and remote banking totalled £844.8 million in the United Kingdom. Whereas banks and card companies prevented £1.66 billion in unauthorised fraud in 2018. That is the equivalent to £2 in every £3 of atte ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Friendly Fraud
Chargeback fraud, also known as friendly fraud, occurs when a consumer makes an online shopping purchase with their own credit card, and then requests a chargeback from the issuing bank after receiving the purchased goods or services. Once approved, the chargeback cancels the financial transaction, and the consumer receives a refund of the money they spent. Dependent on the payment method used, the merchant can be accountable when a chargeback occurs. History Friendly fraud has been widespread on the Internet, affecting both the sale of physical products and digital transactions. To combat digital transaction fraud, prepaid cards have been offered as an effective alternative to ensure customer payment. South Korean software developers such as Nexon implemented a prepaid system in 2007 to combat friendly fraud, selling prepaid cards in stores such as Target. MasterCard was sued in 2003 by an Internet vendor for having credit card policies and fees that have made Internet vendors ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Agent-assisted Automation
Agent-assisted automation is a type of call center technology that automates elements of what the call center agent 1) does with his/her desktop tools and/or 2) says to customers during the call using pre-recorded audio. It is a relatively new category of call center technology that shows promise in improving call center productivity and compliance. Types of agent-assisted automation Desktop integration Desktop integration is focused on how the agents interact with their desktop tools. The main challenge is that there are often many desktop tools, some new, some legacy system. These tools can make the process of handling customers’ requests quite cumbersome and time consuming. That time on the phone can often be frustrating for customers and expensive for companies. By using software to integrate the tools, the process can be streamlined. For example, information can be entered once and populated across multiple tools or doing a step in one tool can automatically accomplish a ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Customer Relationship Management
Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information. CRM systems compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. They allow businesses to learn more about their target audiences and how to best cater for their needs, thus retaining customers and driving sales growth. CRM may be used with past, present or potential customers. The concepts, procedures, and rules that a corporation follows when communicating with its consumers are referred to as CRM. This complete connection covers direct contact with customers, such as sales and service-related operations, forecasting, and the analysis of consumer patterns and behaviors, from the perspective of the company. According to Gartner, the global CRM market ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Engineering Concepts
Engineering is the use of scientific principles to design and build machines, structures, and other items, including bridges, tunnels, roads, vehicles, and buildings. The discipline of engineering encompasses a broad range of more specialized fields of engineering, each with a more specific emphasis on particular areas of applied mathematics, applied science, and types of application. See glossary of engineering. The term ''engineering'' is derived from the Latin ''ingenium'', meaning "cleverness" and ''ingeniare'', meaning "to contrive, devise". Definition The American Engineers' Council for Professional Development (ECPD, the predecessor of ABET) has defined "engineering" as: The creative application of scientific principles to design or develop structures, machines, apparatus, or manufacturing processes, or works utilizing them singly or in combination; or to construct or operate the same with full cognizance of their design; or to forecast their behavior under specific ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
