Service reliability assessment using failure mode and effect analysis (FMEA): survey and opportunity roadmap

Abstract

Despite Failure Mode and Effect Analysis (FMEA) being a strategic technique for creation of error free service operation, detailed survey study and development of opportunity roadmap for FMEA application in service operation is limited in literature. We presented a preliminary literature survey between 1994 and 2010 that covers 20 journals from 8 different literature databases. The result of our preliminary survey indicated that majority of previous service FMEA studies focused on profit and supply chain-oriented service business practices. New service FMEA research opportunities relating to enhancement in Risk Priority Number (RPN), reprioritization, versatility of its application in service supply chain framework and non-profit service sector as well as combination with other quality control tools are proposed for further investigations.