User contact point failure analysis method in service-oriented design process

Abstract

The invention discloses a user contact point failure analysis method in a service-oriented design process, and aims at solving the problems that the number of user contact points in the service design process is large, the related range is wide and the failure analysis direction is uncertain, and can guide the remodeling direction of the user contact points so as to improve the service quality. According to the method, on the basis of a traditional service design user contact point process, a service design user contact point failure analysis and remodeling model is constructed, user perception is used as a failure factor to determine a weight index, and user experience is more comprehensively considered. The method includes identifying and carding user contact points in a specific service process; performing importance satisfaction evaluation analysis quantification on the identified user contact points to determine key user contact points; taking user perception as a failure factor to establish a failure analysis model so as to comprehensively evaluate failure risks of key user contact points, determining failure risk values from different directions to output a risk ranking result, and then providing an optimal design direction for the user contact points.

Description

technical field [0001] The invention belongs to the field of service design methods, in particular to a failure analysis method for user contact points in the service-oriented design process. Background technique [0002] The relevant technology discloses a method for preventing online shopping service errors from the perspective of customer perception by adopting a failure mode and effect analysis (FMEA) method. This method introduces the concept of tolerance area into FMEA, and establishes an online shopping service error prevention model by combining the service quality perception gap model with FMEA. In the process, the traditional risk priority number is improved, and an improved exponential risk priority number suitable for the online shopping service environment is proposed. The failure risk priority number of this method takes into account the tolerance area, which can more accurately describe the potential service failure mode and quickly identify the area where th...

AI Technical Summary

Problems solved by technology

[0003] In order to solve the problems in the prior art, the present invention provides a failure analysis method for user contact points in the process of service-oriented design, aiming at the large number of user contact points in the service design process and the wide range of coverage, and the failure analysis direction in the remodeling process is uncertain can guide users to reshape the direction of contact points to improve service quality

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