Assessing the risks of service failures based on ripple effects: A Bayesian network approach

This study responds to the need for assessing risks of service failures by focusing on ripple effects. We propose a Bayesian network approach to assessing risks of service failures based on the depdendence relationships among individual service failures. To avoid conceptual misunderstanding and impr...

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Bibliographic Details
Published in:International journal of production economics 2013-02, Vol.141 (2), p.493-504
Main Authors: Song, Bomi, Lee, Changyong, Park, Yongtae
Format: Article
Language:English
Subjects:
Bayesian analysis
Bayesian network
Customer services
Failure analysis
Mathematical models
Ripple effects
Risk assessment
Service engineering
Service failure analysis
Studies
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Summary:This study responds to the need for assessing risks of service failures by focusing on ripple effects. We propose a Bayesian network approach to assessing risks of service failures based on the depdendence relationships among individual service failures. To avoid conceptual misunderstanding and imprecise use in practice, the suggested approach is designed to be executed in three consecutive stages: modeling a Bayesian network; assessing the risks in terms of probabilities of service failures (PSFs) and impacts of service failures (ISFs); and developing a service failure assessment map. A case study of the outpatient consultation service is presented to show the feasibility of our method.
ISSN:0925-5273
1873-7579
DOI:10.1016/j.ijpe.2011.12.010