A Method for Analyzing Service Failure Causes
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.
Service engineering Service reliability Service Failure causes
Yusuke Kurita Takumi Ota Koji Kimita Yoshiki Shimomura
Tokyo Metropolitan University, 6-6 Asahigaoka, Hino, Tokyo 191-0065, Japan
国际会议
The 8th International Conference on Innovation and Management(第八届创新与管理国际会议 ICIM 2011)
日本福冈
英文
541-548
2011-11-30（万方平台首次上网日期，不代表论文的发表时间）