The purpose of this study is to propose an integrative approach of
failure modes and effects analysis (FMEA) and technique for order preference
by similarity to ideal solution (TOPSIS) for prioritising electronic customer
complaints. The proposed approach includes six steps and has been examined
in Isfahan Province Gas Company. Findings imply that lack of metre reading
and lack of issuance and delay in sending bill are the highest ranked
complaints. Speed in metre reading and issuance and sending subscribers’ bills
are effective in satisfaction of subscribers and also in preventing further failures
like calculating gas price of next periods
کلید واژگان :
failure modes and effects analysis; FMEA; customer complaint management; CCM; technique for order preference by similarity to ideal solution; TOPSIS; Isfahan Province Gas Company
