The Proceedings of Design & Systems Conference
Online ISSN : 2424-3078
2011.21
Session ID : 2408
Conference information
2408 A Method for Analyzing Service Failure Factors
Yusuke KURITATakumi OTAKoji KIMITAYoshiki SHIMOMURA
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CONFERENCE PROCEEDINGS FREE ACCESS

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Abstract
It is important to realize highly reliable services so that a company builds or keeps long-term relationships with customers. In order to realize highly reliable services, it's important to clarify the candidates for service failure and their factors and to take appropriate steps in the phase of service design. However, the accuracy of these analyses depends on experience and intuition of designer. Therefore, it is difficult to enumerate fatal factors exhaustively. In this paper, we propose a method for the extraction of service failure factors and introduce an application example against an existing case.
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© 2011 The Japan Society of Mechanical Engineers
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