Abstract
Services include various uncertainties. Especially, service failures from service providers in service processes, which can be categorized as the uncertainties, have enormous amount of negative influence on costs of services. It is difficult for service designers to figure out the costs of services considering such uncertainties by simple numerical calculations. It is necessary to model various uncertainties and to simulate services cost in consideration of the uncertainties. In this study, the authors develop a service process simulator using scene transition nets (STNs) considering service failures of providers in service processes. We propose a modeling and simulation method to construct models of the service failures using service FTA and to estimate the providers' working time that impacts heavily on costs of services.
