Research Article
Inclusion of Management Desirability and Risk in Service FMEA-Based Corrective Action Selection Methodology
Table 3
Benefit score of corrective action.
| | Failure mode | Corrective action (CA) | Category of targeted goal/score | Dimensions of SERVQUAL/score | Composite weight of benefit |
| | Unreliable supply of goods/merchandise (FM1) | Performing supplier evaluation (CA11) | Product/service quality/5 | Reliability/1.50 | 7.5 | | Improve supplier relationship (CA12) | Sustainability/7 | Reliability/1.50 | 10 | | Add adequacy of suppliers (CA13) | Sustainability/7 | Reliability/1.50 | 10 | | Improve technique of marketing research (CA14) | Profitability/3 | Reliability/1.50 | 4.5 | | Facilitate internal upward communication (CA15) | Internal growth/1 | Reliability/1.50 | 1.50 | | Improve focus on customer relationship communication (CA16) | Sustainability/7 | Reliability/1.50 | 10 |
| | Air conditioning malfunction (FM2) | Train engineering staff on air conditioning machine maintenance (CA21) | Service quality/3 | Tangible/0.80 | 2.40 | | Purchase new AC units (CA22) | Service quality/3 | Tangible/0.80 | 2.40 | | Improve empowerment of operation staff on the sales floor (CA23) | Staff internal growth/1 | Tangible/0.80 | 0.80 |
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