Achieving Six Sigma Service Processes Using Error Modes and Effects Analysis (EMEA)


Brunell, Kateri; Marcacci, William   (2000, RGC Learning Systems, Inc.)   RGC Learning Systems, Inc., West Palm Beach, FL

Service Quality Conference, Scottsdale, AZ    Vol. 9    No. 0
QICID: 18845    September 2000    pp. 1-20

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Article Abstract

Jointly with the 7th Asia Pacific Quality Organization Conference: SQD presentation

[PowerPoint presentation slides only]

Like Six Sigma, Error Modes and Effects Analysis (EMEA) is concerned with error prevention. EMEA enables systematic examination of service processes involving human interactions, prioritizes error modes based on criticality, and leads to identification and implementation of cost - effective corrective actions. The EMEA worksheet facilitates analysis of each process step, error modes, immediate and ultimate effects, causes, detection method, criticality, and improvement strategies including prevention, mitigation, and detection. EMEA weights criticality measures differentially by frequency, severity, and detectability. For service applications, EMEA can not only pinpoint and help to eliminate errors but also lead to improved design of products and services.


Failure analysis,Geometric Dimensioning and Tolerancing (GD&T),Failure Mode and Effect Analysis (FMEA),Six Sigma,Service sector

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