| Summary: | 碩士 === 國防大學管理學院 === 資訊管理學系 === 100 === Service has become a newest trend in the transformation of global industrial structure. Lowering the service failure and achieving customer’s expectation are two priorities in customer satisfaction and making profit. The ways to achieve these goals include market research, customer interview, etc. However, the above are much passive ways. Failure Mode and Effects Analysis (FMEA) provides a systematic way to investigate and analyze the potential failure in the product or service. Through the FMEA method, we can find out the severity, occurrence, and detection of the failure in the process of service. And then we can calculate the Risk Priority Number (RPN).
In our research, we took oil active supply of military logistics as our case, and built fully process model through ARIS to find out the possible factors leading to service failure. In addition, through the process of FMEA, we can figure out the rankings of risks and decide the priority of service improvement. By doing this, we can lower the risk of service failure in a much active way- estimating the factors leading to service failure’s RPN according to the experiences and techniques of the experts. And then we can find out some advices to improve the efficiency of the oil active supply of military logistics.
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