A method for improving service reliability of bank counter

The aim of this study is to apply `fishbone diagram of service system failure' and `Failure Mode and Effects Analysis' (FMEA) to decompose service system failures of the bank counter, and to propose improvement suggestions for optimizing the service system at the bank counters. Therefore, the study utilizes fish bone diagram to recognize the service system failure and cause-and-effect relationship at bank counter service. After, FMEA is applied to construct the failure risk assessment model, and then proposes improvement suggestions for improving the service reliability. The implications of this study are further discussed.