Improving customer satisfaction in the Service industry using Failure Mode and Effects Analysis

References
1. Braglia, Marcello. MAFMA: multi-attribute failure mode analysis. The International Journal of Quality & Reliability Management. 2000. pp. 1017-1033.

2. Doganaksoy, Necip; Gerald J. Hahn, and William Q. Meeker. Reliability Analysis by Failure Mode. Quality Progress. 2002. pp. 47-52.

3. Latino, Kenneth. Failure Mode & Effects Analysis: A Modified Approach. National Petroleum Refineries Association (NPRA) Maintenance Conference. May 1996.

4. Rotondaro, Roberto Gilioli and Claudio Lopez de Oliveira. Using Failure Mode Effect Analysis (FMEA) to Improve Service Quality Service Operations Management. Proceedings of the Twelfth Annual Conference of the Production and Operations Management Society, POM-2001, March 30-April 2, 2001. Orlando, Fl.

5. Six Sigma Black Belt Transactional Case Studies. Six Sigma Qualtec.

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