Ops management

Could a service firm use a production-line approach or self-service design and still keep a high customer focus (personal attention)? Explain and support your answer with examples. (Answer in 100 words or less) 

What’s a poka-yoke? What are examples of a service poka-yoke and a manufacturing poka-yoke? Why is its importance to an organization? (Answer in 100 words or less)