| Author | Labajan, Ruth April Amoguis |
| Note | A thesis submitted in partial fulfillment of the requirements for the
degree of Master of Engineering in
Industrial and Manufacturing Engineering |
| Publisher | Asian Institute of Technology |
| Abstract | Customers and their perception towards service is considered as a determinant of service failure. Therefore, service failure and its prevention must be looked into from the perspective of the customers. Thus, this paper presents a customer-centric service failure prevention framework, which aims to provide a holistic way of service failure prevention by integrating service delivery assessment and failure analysis from customer perspective, specifically in terms of failure identification, assessment and prioritization of failures as basis for corrective actions. Customer journey, service clues and customer oriented-FMEA are employed to develop the proposed framework. The approach was applied to an enrolment process, which shows that using customer journey could unveil customer processes, needs, wants and touchpoints in the service, and when used together with service clues further facilitates systematic and effective unveiling of potential failures that are important to customers. Assessment of failures and its prioritization with customer perspective also leads to better prioritization that is reflective of voice of customers. The example also shows that higher risk is imposed by actions emanating from the employees, indicating that service failures not only concern functionality of the service, but equally important also are the encounter of customers with service employees and the environment. |
| Year | 2018 |
| Type | Thesis |
| School | School of Engineering and Technology (SET) |
| Department | Department of Industrial Systems Engineering (DISE) |
| Academic Program/FoS | Microelectronics (ME) |
| Chairperson(s) | Pisut Koomsap; |
| Examination Committee(s) | Huynh Trung Luong, Bohez, Erik L. J. ; |
| Scholarship Donor(s) | University of Science and Technology of
Southern Philippines - Cagayan de Oro (USTPCDO); |
| Degree | Thesis (M. Eng.) -- Asian Institute of Technology, 2018 |