Fuzzy Service FMEA 및 HOQ 행렬 대수를 이용한 서비스 시스템 설계

• 영문명: Service System Design Using Fuzzy Service FMEA and HOQ Matrix Algebra
• 발행기관: 한국산업경영시스템학회
• 저자명: 김준홍(Junhong Kim)
• 간행물 정보: 『산업경영시스템학회지』제35권 제3호, 155~162쪽, 전체 8쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2012.09.30

영문 초록

This study proposes an integrated approach that uses both a fuzzy service FMEA (failure mode and effect analysis) and HOQ(house of quality) matrix algebra in designing and improving a service system. The fuzzy service FMEA methodology applies the customer satisfaction to the fuzzy RPN model. We fuzzify only the service satisfaction that consist in two failure factors, intangible service and tangible service, to more effectively assess the customer satisfactions on service encounters. Proposed fuzzy service satisfactions with triangle membership function are defuzzified by using the Fuzzy Inference System, and these are eventually identified the ranks on the potential fail points. HOQ matrices are constructed from cause-effect relationships. It is possible for these relationship matrix to find a linear approximation solution on the engineering attributes. Thus, in order to demonstrate how the proposed methods work, practical sample of the A/S part in S Electronic Co. provides for the ranking of the engineering attributes which has been successfully implemented.

목차

1. 서 론

2. 분석절차 및 수법

3. HOQ 행렬 대수

4. 수치 예

5. 결 론

참고문헌

키워드

Service System Design Fuzzy Service FMEA HOQ Matrix Algebra Engineering Attributes