Because the difference between products and services are getting less and less, service and manufacturing companies’ efforts are increasingly focused on utilizing services to satisfy customers’ needs under today’s competitive market environment. The value of services depends on service reliability that is identified by satisfaction derived from the relationship between customer needs and service providers. In this paper, we extend concepts from the fault tree analysis for reliability analysis of tangible 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 evaluating service reliability based on service processes using service blueprint and FTA. We can identify the failure mode of service in a service delivery process with a service blueprint. The fuzzy membership function is used to characterize the probability of failure based on linguistic terms. FTA is employed to estimate the reliability of service delivery processes with 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.

• 유정상(가천대학교 공과대학 산업경영공학과) | Jung-Sang Yoo
• 오형술(강원대학교 공학대학 산업경영공학과) | Hyung-Sool Oh Corresponding Author