The first step in FMEA is to develop a macro-flow of the major process activities and to develop a team with experience and ability to evaluate outputs from each stage and how it impacts both downstream functions as well as the customer.

For a fast-food restaurant, from the customer point of view, what are the major stages of the service encounter? Provide a high-level process flow.

Complete an FMEA based on the template cascading through from failure modes to effects and then to causes for at least 3 failure modes. Use a 1-10 ordinal ranking for severity, likelihood of occurrence and detectability scoring with 1 being least significant and 10 being most significant.

1.For each stage, what are potential failure modes ways that the process can fail to perform as intended?

2.For each of the identified failure modes, what are the potential effects. Consider both local effects (specific to an encounter) and global effects (wide impact). Rate the severity of each potential effect.

3.For each top effect, brainstorm possible causesare they customer induced, process induced (skill-based, knowledge-based, or rule-based)? Which ones are most likely to occur? Provide a prioritized list of causes that need controls and/or poka-yoke attention for this identified failure mode and its causes

B C D E F G H I J K L M N O P Q R FMEA Template Prepared By: Date: 00/00/00 FMEA No/Rev: 0000/01 Process/Component: Action Results Responsibility Recommended and Target Action Completion Action Taken Date Item Potential Function Failure Mode Potential Effects or Failure r Potential Causes of Failure Current Controls for Prevention/Detection 20T FMEA Help Ready 9 0 2 - +