サービスSTAMP/STPA ～ サービスへのSTAMP/STPAの拡張によるクレーム要因予測手法の提案

DOI

Abstract

<p>Prediction of complaint causes is important to prevent complaints for good service. STAMP/STPA is widely used for prediction of accident causes in hardware-based safety critical system domains. This research proposes an enhanced STAMP/STPA for prediction of complaint causes in the service domain, named Service STAMP/STPA. We expand control action of the original STAMP/STPA to social action focusing on human factors. Typical guide words are also added. Finally we compare the proposed method to the original one in a manned parking space guidance service. Our method predicted a greater number of complaint causes with higher severity. We conclude that the Service STAMP/STPA is effective for complaint prediction in the service domains. </p>

Journal

Keywords

Details 詳細情報について

  • CRID
    1390571968055318144
  • NII Article ID
    130008132229
  • DOI
    10.24464/jjs.5.2_31
  • ISSN
    24355763
  • Text Lang
    ja
  • Data Source
    • JaLC
    • CiNii Articles
  • Abstract License Flag
    Allowed

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