Calculating the risk of customer dissatisfaction in the telecommunications industry

Sylvia Stevenson, Kevin Dooley

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

Risk analysis is the process by which systems are analyzed with respect to the consequences of subsystem and/or component failure. Subsequent improvements are focused on subsystems and components deemed most critical to risk. To date risk analysis has been confined to the domain of the physical system being studied, i.e. what is the risk of this system failing? We extend the notion of risk analysis to include the customer: what is the risk that a customer will be dissatisfied? A hybrid risk analysis methodology is developed using utility functions, risk calculations, and quality function deployment. The methodology is demonstrated in the risk analysis of the Advanced Intelligent Network, a modern telecommunications system being deployed globally by the major telephone companies.

Original languageEnglish (US)
Title of host publicationIndustrial Engineering Research - Conference Proceedings
EditorsR.G. Askin, B. Bidanda, S. Jagdale
Place of PublicationNorcross, GA, United States
PublisherIIE
Pages629-634
Number of pages6
Publication statusPublished - 1996
Externally publishedYes
EventProceedings of the 1996 5th Industrial Engineering Research Conference - Minneapolis, MN, USA
Duration: May 18 1996May 20 1996

Other

OtherProceedings of the 1996 5th Industrial Engineering Research Conference
CityMinneapolis, MN, USA
Period5/18/965/20/96

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ASJC Scopus subject areas

  • Industrial and Manufacturing Engineering

Cite this

Stevenson, S., & Dooley, K. (1996). Calculating the risk of customer dissatisfaction in the telecommunications industry. In R. G. Askin, B. Bidanda, & S. Jagdale (Eds.), Industrial Engineering Research - Conference Proceedings (pp. 629-634). Norcross, GA, United States: IIE.