Title: Ranking electronic customer complaints by FMEA and TOPSIS with a case study in Isfahan Province Gas Company

Authors: Arash Shahin; Zahra Khodadady; Hadi Shirouyehzad

Addresses: Department of Management, University of Isfahan, Hezarjarib St., 81746-73441, Isfahan, Iran ' Department of Industrial Engineering, Najafabad Branch, Islamic Azad University, Isfahan, Iran ' Department of Industrial Engineering, Najafabad Branch, Islamic Azad University, Isfahan, Iran

Abstract: The purpose of this study is to propose an integrative approach of failure modes and effects analysis (FMEA) and technique for order preference by similarity to ideal solution (TOPSIS) for prioritising electronic customer complaints. The proposed approach includes six steps and has been examined in Isfahan Province Gas Company. Findings imply that lack of metre reading and lack of issuance and delay in sending bill are the highest ranked complaints. Speed in metre reading and issuance and sending subscribers' bills are effective in satisfaction of subscribers and also in preventing further failures like calculating gas price of next periods.

Keywords: failure mode and effects analysis; FMEA; customer complaints; complaint management; CCM; TOPSIS; Iran; Isfahan Province Gas Company; customer satisfaction.

DOI: 10.1504/IJPMB.2015.066027

International Journal of Process Management and Benchmarking, 2015 Vol.5 No.1, pp.19 - 36

Published online: 30 Nov 2014 *

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