Ranking electronic customer complaints by FMEA and TOPSIS with a case study in Isfahan Province Gas Company
by Arash Shahin; Zahra Khodadady; Hadi Shirouyehzad
International Journal of Process Management and Benchmarking (IJPMB), Vol. 5, No. 1, 2015

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.

Online publication date: Sun, 30-Nov-2014

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Process Management and Benchmarking (IJPMB):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com