If we are talking about improving the quality of a service provided, should the FMEA focus on what the support agent provides and what the customer receives separately, or both at the same time?

When using the FMEA to assess a service, it’s generally applied to the internal process and assessed by process participants – the people providing the service. If you want to understand the customer experience of receiving the service, then you would be collecting and translating the Voice of the Customer. That involves a different set…