University of Western Macedonia (GREECE)
About this paper:
Appears in: ICERI2020 Proceedings
Publication year: 2020
Pages: 7767-7772
ISBN: 978-84-09-24232-0
ISSN: 2340-1095
doi: 10.21125/iceri.2020.1695
Conference name: 13th annual International Conference of Education, Research and Innovation
Dates: 9-10 November, 2020
Location: Online Conference
A quality tool developed and widely used to identify failures and their causes is the Failure Mode Effects Analysis (FMEA) or Failure Assessment and Results Analysis Method or Failure Study. In particular, FMEA aims to detect potential failures at all stages of design, development, and production of products (or services) with the aim of evaluating errors and analyzing failures based on the Risk Priority Number (RPN). ) and implementing corrective actions that will significantly minimize their recurrence. The RPN calculated by multiplication of Severity (S), Occurrence (O) and Detection (D). In addition, when implemented properly, FMEA is a proven tool for reducing the cost of products and services. The present paper evaluates the Hellenic University as an educational service.

The purpose of this paper is to explore the critical failure factors for FMEA in Greek Higher Education.

The framed survey questionnaire based on the SERVQUAL model (Parasuraman, 1985) in its original formulation consists of 46 items measuring 5 critical to quality dimensions of service quality namely tangibility, reliability, responsiveness, assurance, and empathy. 5 experts have tried to evaluate Risk Priority Number (RPN).

For the category of 'Practicality', the need to maintain the indoor and outdoor universities and technological equipment was demonstrated. In addition, the cleanliness and contamination of the surrounding area of the University had a high RPN index.
For the category 'Safety', a high RPN indicator indicated the absence or failure of good administrative behavior by the Personnel Department. In addition, the failure with the highest RPN value is associated both with the "Academic Credentials (publications, research programs, etc.)" and with the

Effectiveness / productivity of teachers' research':
In the "Reliability" category: the failure that garnered the highest RPN honor refers to "the general credibility of teachers, that is, they maintain teaching time / do not cancel lessons. At the same wavelength, the failure with the high RPN index refers to "the university provides its services in the time it promises to do" and the failure of "Teacher competence and competence".
In the Response category, failures refer to "teachers' ability to solve problems when they arise" and "to deal with queries efficiently and quickly".
Finally, in the category of "Empathy" the major RPN failures refer to "Staff willing to give students personal attention" and "the degree to which teachers are sympathetic and supportive of students' needs¨.
FMEA, technological, education.