Title: Design and development of modified service failure mode and effects analysis model

Authors: C. Jegadheesan, V.P. Arunachalam, S.R. Devadasan, P.S.S. Srinivasan

Addresses: Department of Mechanical Engineering, Kongu Engineering College, Perundurai, Erode 638 052, Tamil Nadu, India. ' Department of Mechanical Engineering, Government College of Technology, Coimbatore 641 013, Tamil Nadu, India. ' Department of Production Engineering, PSG College of Technology, Coimbatore 641 004, Tamil Nadu, India. ' K.S.R. College of Technology, Tiruchengodu 637 209, Tamil Nadu, India

Abstract: One of the prominent techniques in the field of Total Quality Management (TQM) is Failure Mode and Effects Analysis (FMEA). FMEA facilitates the recording of failures and analysing them to provide solutions for preventing their recurrence. During the early periods of FMEA evolution, there were two types namely Design FMEA and Process FMEA (PFMEA) in practice. In recent days, more types such as System FMEA, Service FMEA and Maintenance FMEA are being prescribed by the researchers. Meanwhile, a number of benefits of FMEA implementation have been reported. Yet, FMEA has not found its implementation in various fields. One among them is service field. This paper reports the examination of FMEA implementation in service industry. This direction of research led to the design of an improved model, named as |Modified service FMEA|. Its implementation was examined in an Indian State Government owned passenger Transport Company. Despite certain practical hurdles, this exercise was successful in developing modified service FMEA table and pinpointing the seriousness of failures through the portrayal of Service Lost (SL) and Cost Lost (CL).

Keywords: failure mode and effects analysis; service FMEA; public transport; risk priority number; cost; total quality management; TQM; India.

DOI: 10.1504/IJSOM.2007.011464

International Journal of Services and Operations Management, 2007 Vol.3 No.1, pp.111 - 126

Published online: 30 Nov 2006 *

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