퍼지 서비스 FMEA를 이용한 서비스 시스템 설계
Service System Design Using Fuzzy Service FMEA
2
조회
0
다운로드
2
인용
0
참고문헌
키워드
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.
Abstract
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.
참고문헌 (10)
- 김준홍, "신뢰성공학" (2007), 청문각
- Sharma, R. K., "Systematic failure mode effect analysis (FMEA) using fuzzy linguistic modeling", International Journal of Quality and Reliability Management, 22(9), pp.15~22 (2005)
- Tay, K. M., "Fuzzy FMEA with guided rules reduction system of prioritization of failures", International Journal of Quality and Reliability Management, 23(8), pp.15~22 (2006)
- Chung, P-T., "Combining service blueprint and FMEA for service design", The service industries Journal, 27(2), pp.15~22 (2007)
- Zadeh, L., "Fuzzy sets", IEEE Information and control, 8, pp.338~353 (1965)
- Tellefsen, L., "Failure mode and effect analysis applied to hospital TB program", American Journal of Infection Control, 33(5), pp.162~163 (2005)
- Kingman-Brundage J., "The ABC’s of service system blueprinting, In Designing a winning service strategy", pp.30~33 (1989)
- Shoctack, G. L., "How to design a service, Marketing of services", pp.221~229 (1981), American Marketing Association
- Zeithaml, V. A., "Service marketing" (2000), Irwin McGraw-Hill
- "Fuzzy logic toolbox 2.", ~