Service Effectiveness Evaluation Method Integrating FMEA and 3D-VSM

WANG Weiwei; PENG Qizhao; WEN Zhiqiang; GU Yanhui; WANG Jianliang

doi:10.19554/j.cnki.1001-3563.2026.06.014

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Packaging Engineering ›› 2026, Vol. 47 ›› Issue (6) : 148-159. DOI: 10.19554/j.cnki.1001-3563.2026.06.014

Industrial Design

Service Effectiveness Evaluation Method Integrating FMEA and 3D-VSM

WANG Weiwei^1*, PENG Qizhao¹, WEN Zhiqiang¹, GU Yanhui², WANG Jianliang³

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Abstract

In order to address the limitations of the traditional Failure Modes and Effects Analysis (FMEA) method in multi-dimensional evaluation, such as poor dimensional independence, sensitivity to extreme values, and lack of interpretability, the work aims to propose a new effectiveness evaluation method combining 3D Vector Space Model (3D- VSM) and Fuzzy Analytic Hierarchy Process (F-AHP) for customized carpooling services, to improve evaluation accuracy and interpretability. To overcome the issues of traditional FMEA in service effectiveness evaluation, a multi-attribute decision-making method based on 3D-VSM was introduced, incorporating F-AHP and data normalization. A new evaluation model was constructed, which utilized vector representation of failure touchpoints, considered both the independence and interrelationship of evaluation dimensions, and enhanced the interpretability of results through mathematical indicators such as vector magnitude and angle. An empirical analysis based on the Shangluo-Xi'an customized carpooling service case demonstrated that the proposed method outperformed traditional FMEA in terms of failure touchpoint identification, stability, credibility, and interpretability. The new model provides a more precise and actionable tool for failure evaluation and management of customized carpooling services, significantly improving evaluation quality and accuracy and also offers an innovative theoretical framework and practical path for service design optimization.

Key words

Failure Modes and Effects Analysis (FMEA) / 3D Vector Space Model (3D-VSM) / service effectiveness evaluation / service design / multi-attribute decision-making

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WANG Weiwei, PENG Qizhao, WEN Zhiqiang, GU Yanhui, WANG Jianliang. Service Effectiveness Evaluation Method Integrating FMEA and 3D-VSM[J]. Packaging Engineering. 2026, 47(6): 148-159 https://doi.org/10.19554/j.cnki.1001-3563.2026.06.014

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