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Title of Journal: Int J Precis Eng Manuf

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Abbravation: International Journal of Precision Engineering and Manufacturing

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Springer Berlin Heidelberg

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DOI

10.1007/bf00618009

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2005-4602

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Service reliability improvement in manufacturing a

Authors: Seung Ki Moon Hyung Sool Oh Jose A Venture Joon Kyung Kim YongJin Yoon
Publish Date: 2013/08/08
Volume: 14, Issue: 8, Pages: 1401-1406
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Abstract

In this paper we extend concepts from the failure modes and effects analysis of tangible and manufacturing systems to services We use an eventbased process model to facilitate service design and represent the relationships between functions and failures in a service The objective of this research is to propose a method for determining a service operation strategy based on service reliability and processes using fuzzy failure mode and effects analysis FMEA and grey theory in manufacturing and operating systems We define the failure mode of service as interaction ways that can be failed in a service delivery process The fuzzy set theory is used to characterize service reliability based on linguistic terms during FMEA Grey theory is employed to determine the degree of relation and ranking among risk factors that are represented as potential failure causes To demonstrate implementation of the proposed method we use a case study involving a typical automotive service operation

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