FMEA Application
The groups investigated the potential failures for each moment of truth, identifying 15
possible errors. For this phase, besides the brainstorm technique, a suggestion reports filled
by the customers were checked. Afterwards, the groups analyzed the scores S, O, D and R
and calculated the RPN value, for each point, as shown in Table 4. Please note that for this
study, we only used the six points that scored the highest RPN. (Table 3).
See Table 3
See Table