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ROTONDARO, Roberto Gilioli. SFMEA: service failure mode and effect analysis. Prod. [online]. 2002, vol.12, n.2, pp.54-62. ISSN 0103-6513.

According to Service definition, the customer is frequently present during the processes and delivery of the service. If something goes wrong it will happen in front of the customer. This article shows that the use of SFMEA as a prevention tool in the service's business is a very powerful technique. A group of employees were trained in prevention tools, designed the process map, found the critical points and applied the SFMEA method in order do prevent any failure during services operation. The first results indicated that all the actions implemented were really effective and SFMEA is a good tool for preventing errors.

Palabras clave : Service; Prevention; Quality.

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