Using reliability tools in service operations

Purpose – This paper aims to propose a service reliability framework for classifying technical reliability tools so that managers can better understand how to use them in practice. Design/methodology/approach – Published research was examined to identify reliability tools that have been used in services. These tools were then categorized using a framework that considered subsystem reliability, system configuration and system reliability. Findings – A number of traditional manufacturing reliability tools have been used in service companies. This paper has categorized those tools within a service reliability framework based on subsystem reliability, configuration and system reliability. Research limitations/implications – Future research could address the issue of customer perception and customer feedback as part of the reliability appraisal process. Practical implications – Service managers can use the proposed framework to examine the applicability of these technical tools in service operations and to guide reliability improvement efforts. Originality/value – The proposed service reliability framework provides an integrated view of subsystems, systems and configuration that is lacking in the service management literature. The framework also emphasizes technical reliability tools that have not received sufficient attention in the service management literature.