Risk Assessment of Express Delivery Service Failures in China: An Improved Failure Mode and Effects Analysis Approach
With the rapid growth of express delivery industry, service failure has become an increasingly pressing issue. However, there is a lack of research on express service failure risk assessment within the Failure Mode and Effects Analysis (FMEA) framework. To address the research gap, we propose an imp...
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| Format: | Article |
| Language: | English |
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MDPI AG
2021-09-01
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| Series: | Journal of Theoretical and Applied Electronic Commerce Research |
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| Online Access: | https://www.mdpi.com/0718-1876/16/6/137 |
| _version_ | 1797518531154149376 |
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| author | Hongmei Shan Qiaoqiao Tong Jing Shi Qian Zhang |
| author_facet | Hongmei Shan Qiaoqiao Tong Jing Shi Qian Zhang |
| author_sort | Hongmei Shan |
| collection | DOAJ |
| description | With the rapid growth of express delivery industry, service failure has become an increasingly pressing issue. However, there is a lack of research on express service failure risk assessment within the Failure Mode and Effects Analysis (FMEA) framework. To address the research gap, we propose an improved FMEA approach based on integrating the uncertainty reasoning cloud model and the Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) method. The cloud model describing randomness and fuzziness in uncertainty environment is adopted to achieve the transformation between the qualitative semantic evaluation of occurrence (O), severity (S), and detection (D) risk factors of FMEA and the quantitative instantiation and set up the comprehensive cloud of risk assessment matrix for express delivery service failure (EDSF). The TOPSIS method calculates and ranks the relative closeness coefficients of EDSF mode. Finally, the rationality and applicability of the proposed method are demonstrated by an empirical study for the express delivery service in China. It is found that among 18 express delivery service failure modes, six service failure modes with high risk are mainly located in the processing and delivery stages, while six service failures with the relatively low risk are involved in the picking-up and transportation stages. This study provides insight on how to explore the risk evaluation of express delivery service failure, and it helps express delivery firms to identify the key service failure points, develop the corresponding service remedy measures, reduce the loss from service failures, and improve the service quality. |
| first_indexed | 2024-03-10T07:30:51Z |
| format | Article |
| id | doaj.art-58b6c3e2e7454bd6835c5bb641587d3e |
| institution | Directory Open Access Journal |
| issn | 0718-1876 |
| language | English |
| last_indexed | 2024-03-10T07:30:51Z |
| publishDate | 2021-09-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Journal of Theoretical and Applied Electronic Commerce Research |
| spelling | doaj.art-58b6c3e2e7454bd6835c5bb641587d3e2023-11-22T13:52:16ZengMDPI AGJournal of Theoretical and Applied Electronic Commerce Research0718-18762021-09-011662490251410.3390/jtaer16060137Risk Assessment of Express Delivery Service Failures in China: An Improved Failure Mode and Effects Analysis ApproachHongmei Shan0Qiaoqiao Tong1Jing Shi2Qian Zhang3Department of Logistics Management, College of Modern Posts, Xi’an University of Posts and Telecommunications, Xi’an 710061, ChinaDepartment of Logistics Management, College of Modern Posts, Xi’an University of Posts and Telecommunications, Xi’an 710061, ChinaDepartment of Mechanical and Materials Engineering, College of Engineering & Applied Science, University of Cincinnati, Cincinnati, OH 45221, USADepartment of Logistics Management, College of Modern Posts, Xi’an University of Posts and Telecommunications, Xi’an 710061, ChinaWith the rapid growth of express delivery industry, service failure has become an increasingly pressing issue. However, there is a lack of research on express service failure risk assessment within the Failure Mode and Effects Analysis (FMEA) framework. To address the research gap, we propose an improved FMEA approach based on integrating the uncertainty reasoning cloud model and the Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) method. The cloud model describing randomness and fuzziness in uncertainty environment is adopted to achieve the transformation between the qualitative semantic evaluation of occurrence (O), severity (S), and detection (D) risk factors of FMEA and the quantitative instantiation and set up the comprehensive cloud of risk assessment matrix for express delivery service failure (EDSF). The TOPSIS method calculates and ranks the relative closeness coefficients of EDSF mode. Finally, the rationality and applicability of the proposed method are demonstrated by an empirical study for the express delivery service in China. It is found that among 18 express delivery service failure modes, six service failure modes with high risk are mainly located in the processing and delivery stages, while six service failures with the relatively low risk are involved in the picking-up and transportation stages. This study provides insight on how to explore the risk evaluation of express delivery service failure, and it helps express delivery firms to identify the key service failure points, develop the corresponding service remedy measures, reduce the loss from service failures, and improve the service quality.https://www.mdpi.com/0718-1876/16/6/137express deliveryservice failurecloud modelfailure mode and effects analysis (FMEA)entropy weight methodTOPSIS |
| spellingShingle | Hongmei Shan Qiaoqiao Tong Jing Shi Qian Zhang Risk Assessment of Express Delivery Service Failures in China: An Improved Failure Mode and Effects Analysis Approach Journal of Theoretical and Applied Electronic Commerce Research express delivery service failure cloud model failure mode and effects analysis (FMEA) entropy weight method TOPSIS |
| title | Risk Assessment of Express Delivery Service Failures in China: An Improved Failure Mode and Effects Analysis Approach |
| title_full | Risk Assessment of Express Delivery Service Failures in China: An Improved Failure Mode and Effects Analysis Approach |
| title_fullStr | Risk Assessment of Express Delivery Service Failures in China: An Improved Failure Mode and Effects Analysis Approach |
| title_full_unstemmed | Risk Assessment of Express Delivery Service Failures in China: An Improved Failure Mode and Effects Analysis Approach |
| title_short | Risk Assessment of Express Delivery Service Failures in China: An Improved Failure Mode and Effects Analysis Approach |
| title_sort | risk assessment of express delivery service failures in china an improved failure mode and effects analysis approach |
| topic | express delivery service failure cloud model failure mode and effects analysis (FMEA) entropy weight method TOPSIS |
| url | https://www.mdpi.com/0718-1876/16/6/137 |
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