A Method for Analyzing Service Failure Causes

Autores

  • Yusuke Kurita
  • Takumi Ota
  • Koji Kimita
  • Yoshiki Shimomura

DOI:

https://doi.org/10.24212/2179-3565.2012v3i2p57-66

Palavras-chave:

Service engineering, Service reliability, Service Failure causes

Resumo

The provision of highly reliable services is essential for the maintenance of long-term relationships with customers. To establish highly reliable services, the potential for service failures and their causes must be identified and taken appropriate steps in the process of service design. Methods are proposed to support these activities. However, the quality of these analyses depends on designers’ abilities such as their experience. Therefore, it is difficult to enumerate potential service failure and their causes exhaustively in the phase of service design. In this paper, we propose a method for the extraction of service failure causes. The proposed method is verified through its application to a practical case.

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Edição

v. 3 n. 2 (2012)

Seção

Artigos

Licença

Esta obra está licenciada sob uma licença Creative Commons Atribuição - No comercial - Sin derivaciones 4.0 Internacional

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