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Using Failure Mode Effect Analysis (FMEA) to Improve Service Quality Service Operations Management

By Roberto Gilioli Rotondaro and Claudio Lopez De Oliveira


Service companies must be able to face the challenge to offer error-free services to their customers. According to Service definition, the customer is always present during the processes and delivery of the service. If something goes wrong it will happen in the presence of the customer. This article shows the use of FMEA as a prevention tool in the services offered by a Medical Clinic restaurant. A group of employees was trained in prevention tools, they designed the process map, identified the critical points and applied the FMEA method in order do prevent any failure during the services operation. The first results indicated that all the actions implemented were really effective in preventing errors

Year: 2011
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