Investigation of the Risks of Non-Conforming Services in Logistics: Failure Mode and Effects Analysis (FMEA)

Marieta Georgieva Stefanova
Authors registered in the RePEc Author Service: Мариета Стефанова

A chapter in Integrating Quality and Risk Management in Logistics from IntechOpen

Abstract: After the analyses were performed using the SERVQUA model, the results were used for risk analysis (FMEA) to identify the causes, assessment, and consequences of logistics services that do not meet customer expectations. FMEA analysis was used as a method to investigate the consequences of emerging risks by quantifying the severity, likelihood of occurrence, and detection of non-conforming logistics services that further generated the RPN. Suggestions for specific actions to manage risks and opportunities that can be used for optimisation or improvement are also provided. From the analyses, it can be concluded that the main reasons for the decline in customer satisfaction are poorly managed logistics processes caused by the lack of sufficiently competent employees ready to deal with emerging risks and human errors.

Keywords: FMEA; logistics services; non-conformities; risk (search for similar items in EconPapers)
JEL-codes: M11 (search for similar items in EconPapers)
References: Add references at CitEc
Citations:

Downloads: (external link)
https://www.intechopen.com/chapters/80790 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ito:pchaps:263132

DOI: 10.5772/intechopen.103755

Access Statistics for this chapter

More chapters in Chapters from IntechOpen
Bibliographic data for series maintained by Slobodan Momcilovic ().