Need Help on FMEA Scales
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- This topic has 9 replies, 7 voices, and was last updated 12 years, 6 months ago by
Jacqueline Ortega.
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February 13, 2006 at 4:06 pm #25270
Hi,
I have been asked to designe the FMEA scale for my process.
We are into Healthcare billing
I am verymuch confused as how to define the Sev, OCC, DET for a service industry.
I browsed a lot and was able to get a generic idea, but I need some specific examples if any body has and could share with me.
For EX: If we say that the SEV of occurance is very low, I would like to know Very low as to what extent. I need every thing to be quantified and not in qualitative terms.
Thanks in advance
Regards
Sreeram0February 13, 2006 at 8:26 pm #60781Email me and I will send you a format I used. You can alter the scale to meet your needs, but you’ll ge the idea.
0February 15, 2006 at 8:40 am #60782Hi Sree ram,
find below the ratings as per Industry Standards.hope this helps.
RATING
DEGREE OF SEVERITY
LIKELIHOOD OF OCCURRENCE
ABILITY TO DETECT1
Customer will not notice the adverse effect or it is insignificant
Likelihood of occurrence is remote
Sure that the potential failure will be found or prevented before reaching the next customer2
Customer will probably experience slight annoyance
Low failure rate with supporting documentation
Almost certain that the potential failure will be found or prevented before reaching the next customer3
Customer will experience annoyance due to the slight degradation of performance
Low failure rate without supporting documentation
Low likelihood that the potential failure will reach the next customer undetected4
Customer dissatisfaction due to reduced performance
Occasional failures
Controls may detect or prevent the potential failure from reaching the next customer5
Customer is made uncomfortable or their productivity is reduced by the continued degradation of the effect
Relatively moderate failure rate with supporting documentation
Moderate likelihood that the potential failure will reach the next customer6
Warranty repair or significant manufacturing or assembly complaint
Moderate failure rate without supporting documentation
Controls are unlikely to detect or prevent the potential failure from reaching the next customer7
High degree of customer dissatisfaction due to component failure without complete loss of function. Productivity impacted by high scrap or rework levels.
Relatively high failure rate with supporting documentation
Poor likelihood that the potential failure will be detected or prevented before reaching the next customer8
Very high degree of dissatisfaction due to the loss of function without a negative impact on safety or governmental regulations
High failure rate without supporting documentation
Very poor likelihood that the potential failure will be detected or prevented before reaching the next customer9
Customer endangered due to the adverse effect on safe system performance with warning before failure or violation of governmental regulations
Failure is almost certain based on warranty data or significant DV testing
Current controls probably will not even detect the potential failure10
Customer endangered due to the adverse effect on safe system performance without warning before failure or violation of governmental regulations
Assured of failure based on warranty data or significant DV testing
Absolute certainty that the current controls will not detect the potential failure
0February 15, 2006 at 9:02 am #60783
Thanks very much for your effor.
But I am still not convinced with the answer
Places where we say customer satisfaction, how do we define in quantitative term?
We say that customer is highly dissatisfied. But “Highly” to what extent. What is the difference between “high” and “Very high” How do we define this in quantitative terms.
This is my confusion.
Regards
Sreeram0February 15, 2006 at 9:07 am #60784Hi Ramya,
In Occurance rating, I would need the frequency of occurance.
When we say low failure rate, Failure period of 1 year may be low in some industry whereas failure period of 10 years would be low in an other industry.
Please clarify
Regards,
Sreeram0February 15, 2006 at 10:35 am #60785
Michael SchlueterParticipant@Michael-SchlueterInclude @Michael-Schlueter in your post and this person will
be notified via email.Hello Sreeram,
A common way is to give examples for “high” and “very high” satisfied customers, so people get the idea and can classify correctly. This classification can and will change over time, as people get used to service, which is perceived “outstanding” today.
To find those examples I recommend to ask your customers directly. These are the experts.
Example (healthcare billing):“high” a) your bill came timely, but a few minor items weren’t clear, so I had to get you on the phone b) you made a mistake and billed a treatment I didn’t receive; however, it was a small amount, not worth the trouble c) etc.
“very high” a) timely, detailed and correct bill b) as with a) and total bill was 4.5 % less than I expected c) etc.
Does this help you?
Kind regards, Michael Schlueter0February 15, 2006 at 11:33 am #60786Sree ram,
Metrics like “high customer dissatisfaction” or “low failure rate” are defined with respect to the projects/business you are handling.You will have to take a call on defining the metrics.For my kind of business,I might consider a rating of 2/10 a highly dissatisfied customer.
Hope this clarifies.
0February 15, 2006 at 1:04 pm #60787
Susan EllzeyMember@Susan-EllzeyInclude @Susan-Ellzey in your post and this person will
be notified via email.Brit,
Also interested in your FMEA Scale.
Thank you,
Susan0February 4, 2009 at 2:38 pm #62245
Biddappa.MPParticipant@Biddappa.MPInclude @Biddappa.MP in your post and this person will
be notified via email.Most of the times we need to use our process expertise and consider factors like frequency of operation (arrival patterns), input / output impact on Org / customer respectively, inherent characteristics of core & sub processes, complexities etc… to devise a scale that will suit your need for a robust FMEA. Let me give you an example… If i am a Quality person doing a project in a call centre and asked to devise a process FMEA, in a transactional environment like this if the area of improvement is Average Handling Time, every call that exceeds the target is a defect. And the scale will be dependent upon what my Average Talk Time, Hold Time and Wrap time is allowed to be at… and based on this critical measurements we come up with a scale suiting our needs.
0November 6, 2009 at 6:15 pm #62507
Jacqueline OrtegaParticipant@Jacqueline-OrtegaInclude @Jacqueline-Ortega in your post and this person will
be notified via email.Can you send me the template that you have used?
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