抄録
It is important to realize highly-reliable services so that a company builds and keeps long-term relationships with customers. In order to relialize highly reliable services, it's important to grasp irregular service processes caused by service failure in service delivery process. And then it is necessary to examine a suitable measure to irregular service processes. In this paper, we propose a modeling method of irregular service processes caused by service failure. In concrete terms, we propose the methodology in the following procedure. First, we describe irregular service processes with natural language. Second, we replace these irregular service processes with the technique in the products design field. Thereby, an irregular service process is formulized, and then, it become possible examination of the suitable measure for returning to service regular prosess.
