Customer Service FMEA - Specifically Customer Care / Severity Rankings

[xtyre]

Good evening. Anyone have any experience with Service FMEA's. Specifically Customer Care / Severity Rankings? I have many years of experience with Production/Product but have scratched my head over this one.
Thanks XTYRE

 

[Serran]

Hi there

Do you have at least a macro level view of the customer service process(es) involved or even a VSM of the support stream(s) you intend to apply an FMEA on?

Maybe share that, and let us know what you're having trouble with.

 

[xtyre]

Thanks for the reply. At a Macro level its the channels we use Phone, Email, Online Chat etc. to connect with the consumer.

 

[Serran]

So let's take a look at e.g. email. Your team will have a set of SLAs... and one of them may be 48 hours for a response, as an example. Your team would be looking at ensuring the response process is robust, so you conduct an FMEA to check for possible weaknesses in the process, and the appropriate actions to address them.

Your SIPOC will be something like this:

Supplier:
A,B,C

Inputs:
Customer emails question

Process:
Customer Service finds answer to question

Output:
Customer Service emails response to the question

Customer:
X, Y, Z


Some of the failure modes that could happen for this particular process are:
Respond with the wrong answer
Respond after 48 hours
Fail to respond at all
Respond to the wrong email address

Then as usual, do a fishbone for a cause and effect for each failure mode.

This would be enough to get you started with the exercise.


HTH