運用失效模式與效應分析降低服務失敗

Application of FMEA to Reduce Service Failure

降低服務失敗、滿足顧客需求，攸關顧客滿意與企業獲利，現行主要作法是透過市場調查，顧客訪問等方式，了解顧客需求，進而轉化為公司產品或服務以降低服務失敗，然而此舉為一種事後的調查與服務補救方式。失效模式與效應分析（Failure Mode and Effects Analysis，FMEA）是一種用於調查與分析產品與服務過程潛在失效的系統性工具，本研究應用FMEA，以量販業為例，透過系統性檢視服務作業與過程中，各項活動發生失敗的嚴重性(Severity)、機率(Occurrence)、偵測性(Detection)，評估服務失敗風險值（RiskPriority Number, RPN），再透過風險等級分類，來決定資源投入改善的順序，以主動預防方式，降低服務失敗的風險。研究結果顯示，在生鮮部門以食品的保鮮與衛生，在雜貨部門以賣場環境整齊乾淨，在客服部門以人員服務精神與專業知識，在生活用品部門以人員服務態度為風險值較高項目，紡織部服務失誤率較少危險度也較低，安全課，收貨課的進出有規律，客戶接觸機會較少錯誤很少甚至不發生，最後本研究並提出適當之改善作業。

Reducing service failure is a key point for customer satisfaction and profits. Traditionally, the survey method is widely used to understand customer needs for reducing service failure in practices. However, it is a compensating activity for recovery service failure. The failure mode and effects analysis (FMEA）is a systematic methodology which used in analyses and detect faults. This study applied the FMEA to assess the service failure risk. The risk priority number ( RPN) are product of potential risk activities severity, occurrence and detection . With the results of RPN to prioritize the risks, further can be used to determine the sequence of improvement activities. In this way, to establish a proactive management system for monitor failure risk factors existing in service management. The results shown that the high RPN existed in fresh food department for keeping food in fresh and human health, the environmental clean in grocery department, the service staff’s attitude in life equipment department. The textile and security department are low RPN in the study. Finally, there are some suggestions are proposed for practical application and academically research directions.