IDEAS home Printed from https://ideas.repec.org/h/ito/pchaps/263132.html
   My bibliography  Save this book chapter

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

In: Integrating Quality and Risk Management in Logistics

Author

Listed:
  • Marieta Georgieva Stefanova

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.

Suggested Citation

  • Marieta Georgieva Stefanova, 2022. "Investigation of the Risks of Non-Conforming Services in Logistics: Failure Mode and Effects Analysis (FMEA)," Chapters, in: Marieta Georgieva Stefanova (ed.), Integrating Quality and Risk Management in Logistics, IntechOpen.
    • Handle: RePEc:ito:pchaps:263132
    DOI: 10.5772/intechopen.103755
    as

    Download full text from publisher

    File URL: https://www.intechopen.com/chapters/80790
    Download Restriction: no
    File URL: https://libkey.io/10.5772/intechopen.103755?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    More about this item

    Keywords

    FMEA; logistics services; non-conformities; risk;
    All these keywords.

    JEL classification:

    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ito:pchaps:263132. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Slobodan Momcilovic (email available below). General contact details of provider: http://www.intechopen.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.