A Method for Structuring Service Failure Factors to Realize Highly Reliable Services  

作　　者：Junpei Saito Yusuke Kurita Koji Kimita Yoshiki Shimomura 

机构地区：[1]Department of System Design, Tokyo Metropolitan University, Tokyo 19-0065, Japan [2]Department of Management Science, Tokyo University of Science, Tokyo 162-8601, Japan

出　　处：《Journal of Mechanics Engineering and Automation》2013年第12期747-755,共9页机械工程与自动化（英文版）

摘　　要：As the society matures, customer requirements have become more varied. Services have been attracting increasing attention from industry and academic field as an effective mean to satisfy such varied customer requirements. In order to make a profit, it is important for companies to build and maintain long-term relationships with customers. Therefore, service providers should maintain their service quality and always satisfy their customers. To realize highly reliable product or services, in general, it is an effective approach to prevent failures from occurring in the use phase. Therefore, it is necessary that analysts identify the factors that could cause service failure and take appropriate measures against the target failure factor in advance. However, service failure factors are varied compared to physical products because service failures occur due to uncertainty elements such as human factors. In this study, we aim to enable service analysts to identify the critical failure factor from a number of failure factors. To achieve this, we identify complex failure factors and relationships among them from the viewpoint of the field where the service provided. This paper proposes a method for structuring the causal sequence between service failure factors by using a method of system modeling.

关 键 词：Service failure factors service reliability service engineering. 

分 类 号：V443[航空宇航科学与技术—飞行器设计] S829.1[农业科学—畜牧学]