서비스 실패 관리를 위한 FMEA 이용 방안
FMEA Measures for Service Failure Management
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참고문헌
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초록
Purpose: This study identifies preventive measures for VOC management by analyzing the causes and effectsof factors that contribute to high risk service failure using FMEA on KORAIL VOC data. Methods: Two research methods were used. First, a Risk Priority Number (RPN) was assigned to each KORAILVOC based on Failure Mode and Effect Analysis (FMEA). Second, multiple regression analysis was run withRPN factors that include severity, occurrence, and detection as the independent variables and customer dissatisfactionas the dependent variable. Results: Multiple regression analysis showed that RPN factors including severity, occurrence, and detectionhad significantly positive relationship with customer dissatisfaction. Based on these results, an FMEA wasperformed on VOC categories with high RPN for railroad stations including platform, ticketing, ticket verification,parking, and escalator, and VOC categories with high RPN for trains including entrance doors, cafes,air quality, announcement, and ticket verification. Conclusion: This study has practical implications to service failure management. A priority order using FMEAwas established for the list of customer dissatisfactions that should be addressed to actively manage servicefailure, and strategies for tackling this priority list are offered.
Abstract
Purpose: This study identifies preventive measures for VOC management by analyzing the causes and effectsof factors that contribute to high risk service failure using FMEA on KORAIL VOC data. Methods: Two research methods were used. First, a Risk Priority Number (RPN) was assigned to each KORAILVOC based on Failure Mode and Effect Analysis (FMEA). Second, multiple regression analysis was run withRPN factors that include severity, occurrence, and detection as the independent variables and customer dissatisfactionas the dependent variable. Results: Multiple regression analysis showed that RPN factors including severity, occurrence, and detectionhad significantly positive relationship with customer dissatisfaction. Based on these results, an FMEA wasperformed on VOC categories with high RPN for railroad stations including platform, ticketing, ticket verification,parking, and escalator, and VOC categories with high RPN for trains including entrance doors, cafes,air quality, announcement, and ticket verification. Conclusion: This study has practical implications to service failure management. A priority order using FMEAwas established for the list of customer dissatisfactions that should be addressed to actively manage servicefailure, and strategies for tackling this priority list are offered.
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