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Improvement of Service Tree Analysis Using Service Importance

서비스 중요도를 사용한 서비스나무분석의 개선

  • 박종훈 (대구가톨릭대학교 경영학부) ;
  • 황영훈 (PwC 컨설팅) ;
  • 이상천 (경상대학교 산업시스템공학부/공학연구원)
  • Received : 2017.02.27
  • Accepted : 2017.06.07
  • Published : 2017.06.30

Abstract

The purpose of this paper is to improve the service tree analysis introduced recently by Geum et al. [15]. Service tree analysis structures the service based on the customer participation perspective and provides a qualitative analysis method categorizing the service elements on the basis of its impact to top service. This paper attempts to apply the concept of reliability importance to the service tree analysis as a perspective of quantitative analysis, which is considered little in Geum et al. [15]. Reliability importance is a measure of the structural impact of the components that make up the system on the system lifetime in reliability engineering field and often used in fault tree analysis. We transform the reliability importance into service importance in accordance with service tree analysis, so that the influence of service elements on the service can be judged and compared. The service importance is defined as the amount of change of the service according to the change of the service element, therefore, it can be utilized as an index for determining a service element for service improvement. In addition, as an index for paired service elements, the relationship between the two service components can be measured by joint service importance. This paper introduces conceptual changes in the process of applying reliability importance to service analysis, and shows how to use the service importance for identifying the priority of service element for the final service and improving customer satisfaction through an example. By using the service importance and joint service importance in service tree analysis, it is possible to make efficient decision making in the process of determining the service elements for analyzing and improving the service.

Acknowledgement

Supported by : Gyeongsang National University

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