Research Article
Inclusion of Management Desirability and Risk in Service FMEA-Based Corrective Action Selection Methodology
Table 1
Root cause and effect analysis of critical failures from case example (excerpted partly from [
28]).
| Criticality priority | Failure mode | Effects | Possible causes |
| 1 | Unreliable supply of goods/merchandise (RPN = 27.29) | Shortage of goods | Poor supplier evaluation and selection | Unreliable supply of goods/merchandise | Inappropriate supplier relationship management | Lost sales | Insufficient inventory of suppliers | Decrease customer loyalty | Inadequate marketing research | Customer complaint | Lack of upward communication | Complicated job allocation and replenishment activity | Insufficient customer relationship focus | Customer leave | Failure to match demand and supply |
| 2 | Air conditioning malfunction (RPN = 25.38) | Foods deteriorate | Poor electrical power design | Customer complaint | Aged air conditioning | Customer leave | Fail to adjust the sales floor temperatures |
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