Turn FMEA Into an Improvement Priority
Use FMEA logic to prioritize improvement actions by risk and control weakness.
Three failure modes in returns processing: missing photo evidence, wrong refund reason, and refund released to wrong account. Current controls catch the first two often, but wrong-account release has weak detection after approval. FMEA priority: define failure mode -> effect -> current control -> severity, occurrence, detection -> action that reduces occurrence or improves detection. The common shortcut is to fix the most frequent nuisance because it appears in every meeting. FMEA forces the team to include severity and detection, so a less frequent but customer-harming failure is not ignored. Step 1 Missing photo evidence: severity 4, occurrence 7, detection…
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