실패모드에 근거한 서비스 신뢰도 평가모델
Evaluating Service Reliability focused on Failure Modes
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참고문헌
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초록
글로벌 경쟁 상황에 처한 현대의 모든 기업들은 고객의 니즈를 충족시키고, 이를 통한 경쟁력을 강화하기 위한 방안으로서 서비스를 이해하기 시작하면서 서비스에 대한 관심이 날로 증가하고 있다. 기업들이 제공하는 제품이나 서비스의 가치는 주로 고객과 서비스 제공자 간의 관계에서 형성되는 만족도의 정도로 정의되는 서비스 신뢰도에 의해 크게 좌우된다. 본 연구에서는, 유형의 제품이나 시스템의 실패 유형과 영향을 평가하는데 널리 사용되는 FMEA를 서비스의 신뢰도 평가에 적용하였다. 이를 위해, 서비스의 설계와 서비스 기능과 실패 간의 관계를 용이하게 표현할 수 있는 사건중심 프로세스 모델을 이용하였다. 본 연구의 목적은 서비스 프로세스 관점에서의 서비스 신뢰도를 평가하는 방법을 제시하는 것으로서, 이를 위해 fuzzy FMEA와 grey 이론을 이용하였다. 제안된 방법은 자동차정비 프로세스 사례에 적용하여 평가하였다.
Abstract
Service and manufacturing companies’ efforts are increasingly focused on utilizing services to satisfy customers’ needs and survive in today’s competitive market environment. The value of services depends mainly on service reliability that is identified by satisfaction derived from the relationship between customer and service provider. In this paper, we extend concepts from the failure modes and effects analysis of tangible systems to services. We use an event-based process model to facilitate service design and represent the relationships between functions and failures in a service. The objective of this research is to propose a method for evaluating service reliability based on service processes using fuzzy failure mode effects analysis (FMEA) and grey theory. We define the failure mode of service as interaction ways that can be failed in a service delivery process. The fuzzy set theory is used to characterize service reliability based on linguistic terms during FMEA. Grey theory is employed to determine the degree of relation and ranking among risk factors that are represented as potential failure causes. To demonstrate implementation of the proposed method, we use a case study involving a typical automotive service operation.
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