Wang Weiwei, Song Jingling, Chen Jian, Wei Ting, Ning Jin
College of Art and Design, Shaanxi University of Science and Technology, Weiyang District, Xi'an, 710021 Shaanxi China.
Int J Interact Des Manuf. 2022;16(2):517-530. doi: 10.1007/s12008-021-00822-9. Epub 2022 Jan 5.
How to improve employees' satisfaction in the remote office mode while working together has become a challenge for enterprises to deal with the new office management mode. The concept of service design touch point is introduced into the remote office management system to improve employees' office experience and help enterprises complete the remote office service design. From the perspective of virtuous circle, the cost of failure analysis and preventive measures for service design touch point in the process of service design is lower than that of dealing with failure after service failure. Therefore, this paper made a risk assessment on the failure mode of service design touch point loss analysis method based on the triangular fuzzy number evaluation method. In the failure risk assessment, the fuzzy failure mode and effect analysis theory and the failure mode of service design touch point are analyzed first, and the expert scoring method is used to evaluate and determine the fuzzy level of severity, occurrence and detection of each failure mode; Then, aiming at the ability difference of different experts in evaluating different objects, the expert importance matrix, which is based on attribute difference, is determined; On this basis, the risk priority value of each failure mode is analyzed and determined by fuzzy calculation method. The risk evaluation ranking results of touch point failure modes are obtained according to the risk priority value. Finally, taking the failure analysis of Y company's remote collaborative office service as an example, the feasibility of the method is verified by the case of protection during COVID-19.
在远程办公模式下如何提高员工共同工作时的满意度，已成为企业应对新型办公管理模式的一项挑战。将服务设计接触点的概念引入远程办公管理系统，以提升员工的办公体验，并帮助企业完成远程办公服务设计。从良性循环的角度来看，服务设计过程中服务设计接触点的失效分析和预防措施成本低于服务失败后处理失败的成本。因此，本文基于三角模糊数评价法对服务设计接触点损失分析方法的失效模式进行了风险评估。在失效风险评估中，首先分析模糊失效模式及后果分析理论和服务设计接触点的失效模式，采用专家评分法评估并确定各失效模式的严重度、发生度和检测度的模糊等级；然后，针对不同专家对不同对象评估能力的差异，确定基于属性差异的专家重要度矩阵；在此基础上，通过模糊计算方法分析确定各失效模式的风险优先数。根据风险优先数得到接触点失效模式的风险评估排序结果。最后，以Y公司远程协同办公服务的失效分析为例，通过新冠肺炎疫情期间的案例验证了该方法的可行性。
