A Study of Optimization on Mainland Tourist Souvenir Shops Service Reliability

Recently, Taiwan government launched tourism for mainland tourists, who have become the largest inbound tourists. Business opportunities burst, especially a souvenir shop. With rapid growths of souvenir shops, they compete with each other intensely. In order to survive in the competition market, a shop has to promote its service system. The best practice is to assess and optimize the current status of service quality to maintain a high reliability on its service systems. Reliability is a key indicator for the service quality, which is often applied to manufacturing and service. Failure Mode and Effects Analysis (FMEA) is an important tool for analyzing the reliability to forecast a system failure risk. This study applies FMEA to establish a failure risk evaluation model for a mainland tourist souvenir shop. Store H is validated by this approach, which can prioritize the potential failure items of Store H to improve the service quality and suggest persuasive corrective actions. The proposed model essentially ameliorates service level, effectively reduces the mainland tourist souvenir shops failure risks, and enhance the reliability of service. This approach is not only for the mainland tourist souvenir shops, but also be widely used in the general souvenir shops.