A reversely deriving approach to internal service failure management using fuzzy FMEA

Abstract

Internal service plays a significant role in the customer service process. Any failure occurs in the internal service process will damage the customer service quality. Out of this, we proposed an analyzing approach by which internal service failures can be derived reversely from the customer (external) service failures along the service blue-print. Fuzzy logic was adopted to eliminate the deficiencies of traditional FMEA while estimating the risk priorities of the internal service failure modes. In the case study part, the Reversely Deriving Fuzzy FMEA (RDF-FMEA) approach was applied to the data distribution service of the China Center for Resources Satellite Data and Application. 17 internal service failure modes were identified and the fuzzy risk priorities were estimated. The causes of 10 riskiest failure modes were analyzed and corresponding corrective actions were proposed.