Service design touch point failure model and effect analysis based on the triangular fuzzy number evaluation method

Abstract

How to improve employees' satisfaction in the remote office mode while working together has become a challenge for enterprises to deal with the new office management mode. The concept of service design touch point is introduced into the remote office management system to improve employees' office experience and help enterprises complete the remote office service design. From the perspective of virtuous circle, the cost of failure analysis and preventive measures for service design touch point in the process of service design is lower than that of dealing with failure after service failure. Therefore, this paper made a risk assessment on the failure mode of service design touch point loss analysis method based on the triangular fuzzy number evaluation method. In the failure risk assessment, the fuzzy failure mode and effect analysis theory and the failure mode of service design touch point are analyzed first, and the expert scoring method is used to evaluate and determine the fuzzy level of severity, occurrence and detection of each failure mode; Then, aiming at the ability difference of different experts in evaluating different objects, the expert importance matrix, which is based on attribute difference, is determined; On this basis, the risk priority value of each failure mode is analyzed and determined by fuzzy calculation method. The risk evaluation ranking results of touch point failure modes are obtained according to the risk priority value. Finally, taking the failure analysis of Y company's remote collaborative office service as an example, the feasibility of the method is verified by the case of protection during COVID-19.