Investigation of the Risks of Non-Conforming Services in Logistics: Failure Mode and Effects Analysis (FMEA)

Abstract

After the analyses were performed using the SERVQUA model, the results were used for risk analysis (FMEA) to identify the causes, assessment, and consequences of logistics services that do not meet customer expectations. FMEA analysis was used as a method to investigate the consequences of emerging risks by quantifying the severity, likelihood of occurrence, and detection of non-conforming logistics services that further generated the RPN. Suggestions for specific actions to manage risks and opportunities that can be used for optimisation or improvement are also provided. From the analyses, it can be concluded that the main reasons for the decline in customer satisfaction are poorly managed logistics processes caused by the lack of sufficiently competent employees ready to deal with emerging risks and human errors.

Integrating Quality and Risk Management in Logistics

“…• Reliability of logistics [85][86][87][88] • Value provided to the client [72,[89][90][91] • Logistical flexibility [85,86,[92][93][94] • Quality of logistics services [8,34,35,95,96] • Indicators related to export and import procedures. Nordås and Grosso have an interesting study on the impact of lengthy export and import procedures on logistics processes and the creation of strict trade barriers [97] • Logistical errors in delivery [30,[98][99][100][101] • Indicators related to lead time: • Logistical lead time [78,109,110] • Process performance indicators:…”

Food Safety Management in the Agri-Food Chain – A Prerequisite for the Production of Sustainable Products

“…Предприемането на действия, свързани с изпълнението на тези цели допринася за идентифицирането и разрешаването на множество взаимообвързани и взаимозависими несъответствия и инциденти, възникнали по отделните елементи на агрохранителната верига, е в резултат на липса на контрол на отделни процеси и служители, осъществяващи дейността (Stefanova, 2021).…”