퍼지 서비스 FMEA를 이용한 서비스 시스템 설계

• 영문명: Service System Design Using Fuzzy Service FMEA
• 발행기관: 한국산업경영시스템학회
• 저자명: 김준홍(Junhong Kim)․ 유정상(Jungsang Yoo)
• 간행물 정보: 『산업경영시스템학회지』제31권 제4호, 162~167쪽, 전체 6쪽
• 주제분류: 공학 > 산업공학
• 파일형태: PDF
• 발행일자: 2008.12.31

영문 초록

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.

키워드

Service System Design Fuzzy Theory Service FMEA Risk Grade Matrix