- مبلغ: ۸۶,۰۰۰ تومان
- مبلغ: ۹۱,۰۰۰ تومان
Failure mode and effects analysis (FMEA) is one of the most powerful methods in the field of risk management and has been widely used for improving process reliability in manufacturing and service sector. High applicability of FMEA has contributed to its applications in many research domains and practical fields pertaining risk assessment and system safety enhancement. However, the method has also been criticized by experts due to several weaknesses and limitations. The current study proposed a novel model for failure mode and effects analysis based on intuitionistic fuzzy approach. This approach offers some advantages over earlier models as it accounts for degrees of uncertainty in relationships among various criteria or options, specifically when relations cannot be expressed in definite numbers. The proposed model provides a tool to evaluate the failure modes, while dealing with vague concepts and insufficient data. The proposed model was tested in a case study examining the failure modes for quality of internet banking services.
Among the various methods for risk assessment, FMEA is one of the most effective approaches, which is capable of detecting and assessing risks . History of multi-criteria decision-making methods denotes that such methods have been used either separately or with other methods for the assessment of risks in different cases. Fuzzy sets are vague sets with imprecise boundaries, which were first introduced by Zadeh in an article in 1965 , which aimed to create a simpler model for complex systems. Following the development of fuzzy logic, intuitionistic fuzzy logic and fuzzy sets were introduced by Atanassov in 1983, as an extension to fuzzy logic . Apart from a degree of membership, intuitionistic fuzzy sets also have a degree of non-membership. This leads to a decision matrix with a more accurate and reliable assessment and subsequently a more efficient and effective decision-making capability. Theory of intuitionistic fuzzy set does not rule out the theory of fuzzy set and does not diminish its capabilities. Instead, it provides a more effective and efficient tool for dealing with uncertainty by using the extended form of fuzzy sets. On this basis, the current paper used the theory of intuitionistic fuzzy sets for the analysis of failure mode and effects. The proposed model was tested for prioritizing the failure modes for quality of internet banking services by Refah Bank (Yazd Province, Iran) based on experts’ opinions. First, decision-makers weight and risk factors were calculated based on linguistic terms and intuitionistic fuzzy numbers of Table 2. Aggregate decision matrix was then calculated based on the obtained weights and principles of intuitionistic fuzzy numbers. Finally, the intuitionistic fuzzy TOPSIS technique  was used to prioritize the failure modes for the quality of internet banking services. Study results showed that the following failure modes had a high priority in the failure of internet banking programs: • Low speed connection in the bank’s online banking program • Failure to provide related information content by the bank’s online banking program • Failure to provide theease of use in the bank’s online banking program