"Applying Failure Mode and Effect Analysis (FMEA) technique in the car after-sales service centers"

The technique of Failure Mode and Effects Analysis (FMEA) is applied as a systematic means to evaluate and prioritize failure modes and provide corrective ecommendations. The current study aims to use this efficient means in car after-sales service centers of an automobile company in Iran. In a study, all defects that caused a customer to refer to the dealerships were examined. Using standard FMEA technique worksheets, these cases were analyzed by the FMEA team and ranked based on the importance and number of risk priority. Finally, a report consisting of the most important error cases, risk priority number, and proposed corrective measures, has been prepared to be considered in the next stages of production and assembly and reduce the number of customer visits to outlets.

Keywords:

Failure Modes and Effect Analysis (FMEA) , After- sales Services , Risk Priority Number