naa a22 4500 510823874 CHVBK 20180411083547.0 cr unu---uuuuu 180411e20130801xx s 000 0 eng 10.1007/s12541-013-0189-5 doi (NATIONALLICENCE)springer-10.1007/s12541-013-0189-5 Service reliability improvement in manufacturing and operating systems [Elektronische Daten] [Seung Moon, Hyung Oh, Jose Venture, Joon Kim, Yong-Jin Yoon] In this paper, we extend concepts from the failure modes and effects analysis of tangible and manufacturing systems to services. We use an event-based process model to facilitate service design and represent the relationships between functions and failures in a service. The objective of this research is to propose a method for determining a service operation strategy based on service reliability and processes using fuzzy failure mode and effects analysis (FMEA) and grey theory in manufacturing and operating systems. We define the failure mode of service as interaction ways that can be failed in a service delivery process. The fuzzy set theory is used to characterize service reliability based on linguistic terms during FMEA. Grey theory is employed to determine the degree of relation and ranking among risk factors that are represented as potential failure causes. To demonstrate implementation of the proposed method, we use a case study involving a typical automotive service operation. Korean Society for Precision Engineering and Springer-Verlag Berlin Heidelberg, 2013 Failure mode and effects analysis nationallicence Grey theory nationallicence Manufacturing and operating systems nationallicence Service reliability nationallicence Moon Seung School of Mechanical and Aerospace Engineering, Nanyang Technological University, 639798, Singapore, Singapore aut Oh Hyung Department of Industrial and Management Engineering, Kangwon National University, 245-711, Kangwon, South Korea aut Venture Jose The Department of Industrial and Manufacturing Engineering, the Pennsylvania State University, 16802, University Park, PA, USA aut Kim Joon School of Humanities and Science, Namseoul University Cheonan-city, 331-707, Choongnam, South Korea aut Yoon Yong-Jin School of Mechanical and Aerospace Engineering, Nanyang Technological University, 639798, Singapore, Singapore aut International Journal of Precision Engineering and Manufacturing Springer Berlin Heidelberg 14/8(2013-08-01), 1401-1406 2234-7593 14:8<1401 2013 14 12541 https://doi.org/10.1007/s12541-013-0189-5 text/html Onlinezugriff via DOI 1 research-article jats NATIONALLICENCE 856 40 https://doi.org/10.1007/s12541-013-0189-5 text/html Onlinezugriff via DOI NATIONALLICENCE 700 1- Moon Seung School of Mechanical and Aerospace Engineering, Nanyang Technological University, 639798, Singapore, Singapore aut NATIONALLICENCE 700 1- Oh Hyung Department of Industrial and Management Engineering, Kangwon National University, 245-711, Kangwon, South Korea aut NATIONALLICENCE 700 1- Venture Jose The Department of Industrial and Manufacturing Engineering, the Pennsylvania State University, 16802, University Park, PA, USA aut NATIONALLICENCE 700 1- Kim Joon School of Humanities and Science, Namseoul University Cheonan-city, 331-707, Choongnam, South Korea aut NATIONALLICENCE 700 1- Yoon Yong-Jin School of Mechanical and Aerospace Engineering, Nanyang Technological University, 639798, Singapore, Singapore aut NATIONALLICENCE 773 0- International Journal of Precision Engineering and Manufacturing Springer Berlin Heidelberg 14/8(2013-08-01), 1401-1406 2234-7593 14:8<1401 2013 14 12541 Metadata rights reserved Springer special CC-BY-NC licence nationallicence BK010053 XK010053 XK010000 NATIONALLICENCE NATIONALLICENCE NL-springer