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Service System Design Using Fuzzy Service FMEA  

Kim, Jun-Hong (Dept. of Industrial and Information Engineering, The university of Suwon)
Yoo, Jung-Sang (Dept. of Industrial and Information System Engineering, Kyungwon university)
Publication Information
Journal of Korean Society of Industrial and Systems Engineering / v.31, no.4, 2008 , pp. 162-167 More about this Journal
Abstract
FMEA (failure mode and effect analysis)is a widely used technique to assess or to improve reliability of product not only at early stage of design and development, but at the process and service phase during the product life cycle. In designing a service system, this study proposes a fuzzy service FMEA with the service blueprints as a tool which describes customer actions, onstage contact employees actions, backstage contact employees actions, support processes, and physical evidences, in order to analyse and inform service delivery system design. We fuzzified only two risk factors, occurrence and severity, to more effectively assess the potential failure modes in service. Proposed fuzzy risk grades are applied to Gaussian membership function, defuzzified into Fuzzy Inference System, and eventually identified the ranks on the potential fail points.
Keywords
Service System Design; Fuzzy Theory; Service FMEA; Risk Grade Matrix;
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