퍼지 서비스 FMEA를 이용한 서비스 시스템 설계Service System Design Using Fuzzy Service FMEA
- Other Titles
- Service System Design Using Fuzzy Service FMEA
- Authors
- 김준홍; 유정상
- Issue Date
- Dec-2008
- Publisher
- 한국산업경영시스템학회
- Keywords
- Service System Design; Fuzzy Theory; Service FMEA; Risk Grade Matrix; Service System Design; Fuzzy Theory; Service FMEA; Risk Grade Matrix
- Citation
- 한국산업경영시스템학회지, v.31, no.4, pp.162 - 167
- Journal Title
- 한국산업경영시스템학회지
- Volume
- 31
- Number
- 4
- Start Page
- 162
- End Page
- 167
- URI
- https://scholarworks.bwise.kr/gachon/handle/2020.sw.gachon/89334
- ISSN
- 2005-0461
- 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.
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