Advanced SearchSearch Tips
FMEA Measures for Service Failure Management
facebook(new window)  Pirnt(new window) E-mail(new window) Excel Download
 Title & Authors
FMEA Measures for Service Failure Management
Kim, Hyun Jung; An, Qin Rui; Kim, Soo Wook;
  PDF(new window)
Purpose: This study identifies preventive measures for VOC management by analyzing the causes and effects of factors that contribute to high risk service failure using FMEA on KORAIL VOC data. Methods: Two research methods were used. First, a Risk Priority Number (RPN) was assigned to each KORAIL VOC based on Failure Mode and Effect Analysis (FMEA). Second, multiple regression analysis was run with RPN factors that include severity, occurrence, and detection as the independent variables and customer dissatisfaction as the dependent variable. Results: Multiple regression analysis showed that RPN factors including severity, occurrence, and detection had significantly positive relationship with customer dissatisfaction. Based on these results, an FMEA was performed on VOC categories with high RPN for railroad stations including platform, ticketing, ticket verification, parking, and escalator, and VOC categories with high RPN for trains including entrance doors, cafes, air quality, announcement, and ticket verification. Conclusion: This study has practical implications to service failure management. A priority order using FMEA was established for the list of customer dissatisfactions that should be addressed to actively manage service failure, and strategies for tackling this priority list are offered.
Service Failure;FMEA(Failure Mode and Effect Analysis);VOC(Voice of Customer);
 Cited by
FMEA에서 계층적 시간 지연 모형에 근거한 위험평가,장현애;이민구;홍성훈;권혁무;

품질경영학회지, 2016. vol.44. 2, pp.373-388 crossref(new window)
품질경영학회 50주년 특별호: 신뢰성 분야 연구 리뷰,성시일;김용수;문병민;배석주;

품질경영학회지, 2016. vol.44. 1, pp.29-42 crossref(new window)
FMEA를 통한 위험 요인 식별 및 활용 방안,서상원;정일호;

보안공학연구논문지, 2016. vol.13. 3, pp.239-248 crossref(new window)
Bae, Sungmin. 1998. Establishment of Time Based Competition Strategy in Service Operation Using Voice of Customer(VOC) Analysis. Korea Advanced Institute of Science and Technology.

Boshoff, C., and Leong, J. 1998. "Empowerment, Attribution and Apologising as Dimensions of Service Recovery: An Experimental Study." International Journal of Service Industry Management 9(1):24-47. crossref(new window)

Case, K., A. Nor., and Teoh, P. C. 2010. "A Diagnostic Service Tool Using FMEA." International Journal of Computer Integrated Manufacturing 23(7):640-654. crossref(new window)

Cho, Sunbai. 2009. "Influence of Customer's Responses to Service Recovery in the Context of Service Failure Using a Scenario-Base Experiment for the Hotel and Family Style Restaurant Industry." MA diss., Kyunghee University.

Chuang, P. T. 2007. "Combining Service Blueprint and FMEA for Service Design." The Service Industries Journal 27(2):91-104. crossref(new window)

Gleave, S. D. 2000. "Rail Passenger Quality of Service Valuations." Final Report. Shadow Strategic Rail Authority.

Gronroos, C. 1984. "A Service Quality Model and Its Marketing Implications." European Journal of Marketing 18(4):36-44. crossref(new window)

Hoffman, K, D., Kelley, S. W., and Rotalsky, H. M. 1995. "Tracking Service Failures and Employee Recovery Efforts." Journal of Services Marketing 9(2):49-61. crossref(new window)

Hong, Sunghoon, and Choi, Ikjun. 2004. "A Six Sigma Project for Improving Gate Painting Quality." Chonbuk National University.

Ju, Yongjun, and Lee, Yongchul. 2010. "The Importance-Performance Analysis(IPA) of Service Quality According to Buying Experience of Rail Tours." Journal of the Korean Society for Quality Management 39(1):34-44.

Kassim, N., and Abdullah, N. A. 2010. "The Effect of Perceived Service Quality Dimensions on Customer Satisfaction, Trust, and Loyalty in E-commerce Settings: A Cross Cultural Analysis." Asia Pacific Journal of Marketing and Logistics 22(3):351-371. crossref(new window)

Kim, Doyun. 2011. "Effects of Justice of Wedding Service Recovery on Customer Satisfaction, Reliance and Intention to Recommend." Sejong University.

Kim, Hyounku. 2011. "A Study on the Effects of Perceived Customer Value on Customer Satisfaction, Recommendation Intention, and Reuse Intention Among Railroad Service Users." Journal of the Korea Service Management Society.

Ko, Youngsun, and Chung, Jaeho. 2010. "A Study on Primary Factors of Station Building Convenient Facilities for Railroad Station Area Development Using AHP." the Korean Society for Raillway.

Lee, Changhee, Yang, Kyungwoo, and Kim, Sangbu. 2012. "Reestablishment of RPN Evaluation Method in FMEA Procedure for K21." Journal of the Korean Society for Quality Management 40(3):306-315. crossref(new window)

Lee, Hagsig, and Im, Jihun. 2013. Statistical Package for the Social Sciences. JypHyunJae Publication.

Lee, Hyejun, Lee, Dongil, and Zhang, Yong. 2011. "Service Failure Management on Internet Shopping Environment by Combining Service Blueprint and FMEA." Journal of the Korean Society for Quality Management 39(2):217-233.

Lee, Jongbeom, and Cho, Jairip. 1998. "A Study on the Service FMEA and the Development of the Service FMEA Tool." Journal of the Industrial Liaison Research Institute 4.

Lee, Sangjun, Chang, Sueun, Jung, Dongjae, and Park, Jaehyun. 2012. "Estimating the Economic Value of Service Quality of Railways." Transportation Technology and Policy 10(5):26-33.

Pande, P. S., Neuman, R. P., and Cavanagh, R. R. 2002. The Six Sigma Way Team Fieldbook: An Implementation Guide for Process Improvement Teams. McGraw Hill Professional.

Park, Heongsoon, and Ju, Yongjun. 2007. "A Study on the Transportation of a Freight Train by the Inter-Korea Railway Connection." Korea Distribution Science Association.

Sohn, Janghoon. 1996. "A Study on Present Situation and Problems of KNR's Passenger Services." Journal of Railway Engineering 12(1):39-68.

Stamatis, D. H. 2003. Failure Mode and Effect Analysis: FMEA from Theory to Execution. Milwaukee: ASQC Quality Press.

Stephen, J. P. 1999. Transport and Tourism.

VOC Management Research Group. 2013. Voice of the Customer 3.0 Korea Management Association Consulting.

Wardman, M., and Whelan, G. 2001. "Valuation of Improved Railway Rolling Stock: A Review of the Literature and New Evidence." Transport Reviews 21(4):415-447. crossref(new window)

Weber, R. P. 1985. Basic Content Analysis. Beverly Hills: Sage Publication.

Yoo, Dongho. 2004. "Study on Improvement Planning For the Facilities of Railroad Stations Through an Analysis on Utilization Status of Travelers." MA diss., Chungnam National University.