A STUDY OF SERVICE RELIABILITY AND SERVICING FAULTS IN THE KARAOKE-BOX SHOP

摘要

In this paper, the features of "service" are discussed. Quality of service and service reliability are defined. The concept, measures and assessment tools of service reliability are also discussed. Basically, service reliability is concerned with customer satisfaction. Service in business is the activities to transfer the useful value from a server to a client. It is necessary to define service dependability as a combination of initial service-in quality and service reliability. The measures of service reliability are varied and depend on the environment of service. Service defects can be analyzed and evaluated by using the conventional reliability tools such as FMEA and FTA. Finally, it is discussed how to make the database on the service faults which were reported by guests at a karaoke-box shop. Analysis was done with the latent service fault analysis sheet.