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FMEA-based portfolio approach to service productivity improvement

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  • Youngjung Geum
  • Juneseuk Shin
  • Yongtae Park

Abstract

The conceptual approach has contributed significantly to service productivity, but it should be complemented by practical deliverable methods. This paper proposes a systematic framework for improving service productivity by employing the failure mode and effect analysis-based portfolio approach. By structuring and decomposing a service into a set of sub-processes, failure and innovation modes are identified and evaluated using different constituents, such as the severity and occurrence of failure mode, and the impacts and feasibilities of innovation modes. Innovation and failure portfolios are constructed, clarifying the values of opportunities. To illustrate the function of the proposed approach, hospital service is used as an example.

Suggested Citation

  • Youngjung Geum & Juneseuk Shin & Yongtae Park, 2010. "FMEA-based portfolio approach to service productivity improvement," The Service Industries Journal, Taylor & Francis Journals, vol. 31(11), pages 1825-1847, April.
    • Handle: RePEc:taf:servic:v:31:y:2010:i:11:p:1825-1847
    DOI: 10.1080/02642069.2010.503876
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    References listed on IDEAS

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    1. Faridah Djellal & Faïz Gallouj, 1998. "Innovation in service industries in France: results of a postal survey," Working Papers hal-01111909, HAL.
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    Cited by:

    1. Vodenicharova Maria, 2017. "Opportunities for the applications of FMEA Model in logistics processes in Bulgarian enterprises," Logistics, Supply Chain, Sustainability and Global Challenges, Sciendo, vol. 8(1), pages 31-41, May.

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