Service Reliability Theory and Engineering, I: Foundations
Service Reliability Theory and Engineering, I: Foundations
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服务可靠性理论与工程，I：基础
DOI：
10.1080/16843703.2005.11673086
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发表时间：
2005
影响因子：
2.8
通讯作者：
M. Tortorella
中科院分区：
文献类型：
--
作者：
M. Tortorella
将可靠性理论和工程的概念和方法应用于服务。这还没有以系统的方式完成，因为服务是无形的，并且将无形资产与可靠性的数学理论联系起来所必需的原语和概念尚未被记录下来。这引起的混淆的一个很好的例子来自电信服务行业，专业人士经常混淆“网络可靠性”与通过网络提供的服务的可靠性：一个短语，当正确应用于有形的工程系统时可能是有意义的，但应用（没有适当的准备）无形的服务可靠性。本文旨在阐明服务可靠性理论的概念，描述服务可靠性工程和服务可靠性设计过程。本文介绍了服务可靠性理论的基本术语、基本概念、服务的失效模式和失效机理、服务可靠性优值和度量。许多说明性的例子来自作者在电信行业的经验。该文件提供了一个基础，明确的讨论和定量报表的可靠性服务，并带来清晰的服务规划和发展。质量科学和质量工程专业人员的价值在于将可靠性工程的概念和技术系统地扩展到无形资产，为服务可靠性的定量研究提供框架和语言，并将质量注意力集中在服务行业，现在是许多发达国家经济的主要部分。一个配套文件将描述数学模型的服务可靠性和设计的服务可靠性的背景下，从电信服务行业的一个全面的例子。
Abstract The concepts and methods of reliability theory and engineering are applied to services. This has not yet been done in a systematic fashion because services are intangible and the primitives and concepts necessary to making the connection of intangibles and the mathematical theory of reliability have not yet been documented. A good example of the confusion this causes comes from the telecommunications services industry, where professionals often confuse “network reliability” with what is really the reliability of the services provided over the network: a phrase that could make sense when correctly applied to tangible engineering systems is applied (without proper preparation) to reliability of an intangible, the services. The purpose of this paper is to clarify the notions of service reliability theory and to describe service reliability engineering and the process of design for service reliability. The paper covers primitive terms in the theory, basic concepts, failure modes and failure mechanisms for services, and service reliability figures of merit and metrics. Many of the illustrative examples are drawn from the author’s experiences in the telecommunications industry. The paper offers a foundation for clear discussion and quantitative statements about the reliability of services, and brings clarity to service planning and development. The value for professionals in the quality sciences and quality engineering is in the systematic extension of reliability engineering concepts and techniques to intangibles, in the provision of a framework and language for quantitative study of service reliability, and in focusing quality attention on service industries, now the major part of the economies of many developed countries. A companion paper will describe mathematical models for service reliability and design for service reliability in the context of a comprehensive example drawn from the telecommunications service industry.