Hata türleri ve etkileri analizinde (FMEA) istatistiksel modeller

In any area and any time of everyday life, there are a services and these services affect directly life quality of people. Accordingly, giving service rightly at fist time and meeting expectations of people by giving this service are as important as giving service.Measuring service quality is more complex than evaluating quality of manufacturing products. The service that is given intangible and invisible, so service quality is a bit different subject.FMEA, is a systematic technique that has a goal of defining and preventing the errors before they occur in system, design, process and service subjects. This method, is used to define how the system can be developed to increase reliability and make free from errors.In this study, the service quality was measured on the passengers that use the lines of ESHOT General Directorate in Karşıyaka region by servqual technique, necessary statistical analysis were done, then a FMEA study example was applied.