Abstract:The provision of highly reliable services is essential for the maintenance of long-term relationships with customers. To establish highly reliable services, the potential for service failures and their causes must be identified and taken appropriate steps in the process of service design. Methods are proposed to support these activities. However, the quality of these analyses depends on designers' abilities such as their experience. Therefore, it is difficult to enumerate potential service failure and their causes exhaustively in the phase of service design. In this paper, we propose a method for the extraction of service failure causes. The proposed method is verified through its application to a practical case.
In service engineering, methods for detecting and solving physical and logical conflicts (e.g., having some conflicting functions) in design solutions have been proposed that take into consideration design processes and existing cases. However, a procedure for using such methods has not yet been discussed. Given this, we believe that the efficiency of detecting conflicts in service needs to be improved. Herein, we suggest two approaches to solving this problem. The first is an efficiency-detecting method that examines functional independence, and the second relates to detecting the procedures of the conflicts in detail. In addition, a prototype system of the suggested method is implemented in Service CAD.
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