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A Method for Structuring Service Failure Factors to Realize Highly Reliable Services
Junpei Saito,Yusuke Kurita,Yoshiki Shimomura,Koji Kimita (사)한국CDE학회 2013 한국CAD/CAM학회 국제학술발표 논문집 Vol.2010 No.8
As society matures, customer requirements have become more varied. Services have been attracted increasing attention from industry and academic field as an effective mean to satisfy such varied customer requirements. In order to make a profit, it is important for companies to build and maintain long-term relationships with customers. Therefore, service providers should maintain their service quality and always satisfy their customers. To realize highly reliable product or services, in general, it is an effective approach to prevent failures from occurring in the use phase. Therefore, it is necessary that analysts identify the factors that could cause service failure and take appropriate measures against the target failure factor in advance. However, service failure factors are varied compared to physical products because service failures occur due to uncertainty elements such as human factor. In this study, we aim to enable service analysts to identify the critical failure factor from a number of failure factors. To achieve this, we identify complex failure factors and relationship among them from the viewpoint of the field where the service provided. This paper proposes a method for structuring the causal sequence between service failure factors by using a method of system modeling.
Kazuhiro Oki,Yusuke Kurita,Kentaro Watanabe,Ryosuke Chiba,Yoshiki Shimomura (사)한국CDE학회 2010 한국CAD/CAM학회 국제학술발표 논문집 Vol.2010 No.8
Recently, economic conditions have been worsening and the structure of industry has been changing dramatically. To cope with this condition, a highly creative service has become important topic since its creative contents are one of the effectiveness ways to differentiate a firm’s services from those of its competitors. However, there have been only few studies that directly support the creation of new service contents, e.g., a design support system for service by using information-processing technology. In this paper, we propose a design support system for service with the aim of fulfilling target customer requirements by using the knowledge of different service’s business.