5/2/2019 Assessing the impact of failures in service operations using experimental design with simulation | International Journal of Quality

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ASSESSING THE IMPACT OF FAILURES IN SERVICE OPERATIONS USING EXPERIMENTAL DESIGN WITH SIMULATION

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using experimental design with simulation
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Author(s): Vassilis Gliatis (Department of Financial and Management, Engineering
Business School, University of the Aegean, Chios, Greece) Citation and Reference
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Abstract:
Purpose

– Failures represent an important source of variability in service operations

and a major performance challenge. As a consequence, the effective
management of failures is a prerequisite to achieve lean services. The
Journal Information
purpose of this paper is to focus on the operational perspective of failures;
that is attempt to quantify the impact of critical failure parameters on key International
Journal of
system performance measures, such as cycle time and work‐in‐process.
Quality &
The authors also analyze various operational concepts, or management Reliability
Management
practices, that service organizations use to address the effects of failures.

ISSN: 0265-671X
Design/methodology/approach International Journal of
Quality Science merged into
– Discrete event simulation was used to model the behavior of a typical International Journal of
Quality & Reliability
two‐stage service system (front‐office, back‐office), and design of
Management
experiments to estimate the impact of significant parameters that Online from: 1984
Subject Area: Operations,
characterize service failures, on key system performance measures. In a Logistics & Quality
final experiment, three of the most common practices used by
management to address failures, and the impact of these practices on Current Issue Available
system performance under different conditions were analyzed. The Issues Earlycite

findings are validated through a case study in the financial services. RSS ToC Alert

Findings

– The results of this study suggest that failures and rework degrade the
performance of service systems. This adverse impact is reinforced, if
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specific inputs of the system deteriorate, such as the ability of the service
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organization to deliver appropriate quality, to detect failures early and to be
capable enough to recover timely and efficiently from failures. In addition, The most popular papers from
the results show that typical management practices used to address the this title in the past 7 days:

impact of failures have strengths and weaknesses depending on the Risk management in a multi‐project
characteristics of both the service system and the failures. If this is not environment : An approach to
manage portfolio risks
taken into consideration, the above managerial practices may lead only to
Service Quality : Concepts and
Models
https://www.emeraldinsight.com/doi/abs/10.1108/02656711311288405 1/3
5/2/2019 Assessing the impact of failures in service operations using experimental design with simulation | International Journal of Quality & Reliability Management | Vol 30, No 1

short‐term improvements, while the main causes of failures will remain The importance of recruitment and
selection process for sustainability
unsolved.
of total quality management

Service quality models: a review

Originality/value The evolution of lean Six Sigma
See more >
– Analyzing the impact of failures in a service environment is a challenging

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task. This paper complements the existing literature on service failures by
focusing on the related effects on operations. With the use of simulation, Further Information
the authors quantify the impact of failures on key aspects of operations of
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the service system and also provide useful insight into the parameters that
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determine the effectiveness of various management practices used in Purchase Information
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practice to address failures. Finally, the authors use a case study in financial Write for this journal

services to validate the results.

Keywords: Service operations, Service failures, Customer services quality, Lean

services, Quality in service operations

Type: Research paper

Publisher: Emerald Group Publishing Limited

Copyright: © Emerald Group Publishing Limited 2013

Published by Emerald Group Publishing Limited

Citation: Vassilis Gliatis, Ioannis Minis, Kiriaki Myrto Lavasa, (2013) "Assessing the
impact of failures in service operations using experimental design with
simulation", International Journal of Quality & Reliability Management, Vol.
30 Issue: 1, pp.23-46, https://doi.org/10.1108/02656711311288405

Downloads: The fulltext of this document has been downloaded 735 times since 2013

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