Ranking electronic customer complaints by FMEA and TOPSIS with a case study in Isfahan Province Gas Company

Abstract

The purpose of this study is to propose an integrative approach of failure modes and effects analysis (FMEA) and technique for order preference by similarity to ideal solution (TOPSIS) for prioritising electronic customer complaints. The proposed approach includes six steps and has been examined in Isfahan Province Gas Company. Findings imply that lack of metre reading and lack of issuance and delay in sending bill are the highest ranked complaints. Speed in metre reading and issuance and sending subscribers' bills are effective in satisfaction of subscribers and also in preventing further failures like calculating gas price of next periods.