Improving Reliability of Service Operation Using FMEA Review and New Opportunity for Investigations

Abstract

Despite its growing contribution to the global economy, investigation on the application status of service FMEA study to support realization of reliable service operation is very limited in literature. Motivated by such situation, the paper presented an initial survey on the status and research gaps in developing and applying FMEA in service sectors. Systematic preliminary survey using specific criteria are undertaken. Our study indicated that development and application of service FMEA are partially addressing the characteristics of service operations and it is still applied into the good deed and profit oriented operations. Opportunities for further investigation pertaining to advancement of its decision supporting tool for service risk appraisal, its modification to cope with sustainability related requirements and application of service FMEA in not for profit oriented operations are presented as new avenues for further investigation.