FMEA Measures for Service Failure Management

Using Failure Mode Effect Analysis (FMEA) to Improve Service Quality Service Operations Management

Service companies must be able to face the challenge to offer error-free services to their customers. According to Service definition, the customer is always present during the processes and delivery of the service . If something goes wrong it will happen in the presence of the customer . This article shows the use of FMEA as a prevention tool in the services offered by a Medical Clinic restaur...

A systematic approach for diagnosing service failure: Service-specific FMEA and grey relational analysis approach

In any organization, the importance of failuremanagement cannot bementionedby a single word. However,most failure analysis is dominated by themanufacturing sector, despite the increasing importance of the service sector. In response, this paper proposes a systematic approach for identifying and evaluating potential failures using a service-specific failure mode and effect analysis (service-spec...

Failure modes and effects analysis (FMEA) for Gamma Knife radiosurgery

PURPOSE Gamma Knife radiosurgery is a highly precise and accurate treatment technique for treating brain diseases with low risk of serious error that nevertheless could potentially be reduced. We applied the AAPM Task Group 100 recommended failure modes and effects analysis (FMEA) tool to develop a risk-based quality management program for Gamma Knife radiosurgery. METHODS A team consisting o...

Strategy Formulation for Service Failure Recovery, Using Mixed Research Method

The purpose of this study is to explain the strategies affecting the failure recovery in significant services which researches had previously disregarded. Since more than half of the total global wealth comes from the service sector, this study gains importance. Service failures and failed recoveries are among the leading causes of customer switching behavior from service organizations. The exi...

Failure Modes and Effects Analysis (fmea) – an Assessment Tool for Risk Management in Clinical Laboratories