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Original research USING FAILURE MODE AND EFFECT ANALYSIS TOOL TO DETERMINE RISKS OF DEALING WITH CUSTOMER COMPLAINTS AT BAGHDAD OIL TRAINING INSTITUTE - CASE STUDYPages 201-210
Abstract
This research aims to identify potential risks that prevent customer complaints from being addressed in accordance with the Baghdad Oil Training Institute’s processes for providing educational and training services using Failure Mode and Effect Analysis tool, as the institute suffers from a weak complaints handling system, which is reflected in the quality of its services. To identify modes of failure and effect analysis, a questionnaire was used, Personal interviews and brainstorming sessions to collect data and information. The results showed that there were three types of failure: minor risks at 20%, moderate risks at 53%, and major risks at 27%. The institute must develop a plan that includes strategies for dealing with failure modes ( risks) to reduce their effects on the quality of its services.
Keywords: Failure Mode and Effect Analysis, risk management, Probability of failure occurrence, Severity of failure, Failure detection, Risk Priority Number Matrix.
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Nashwan Mohammed, 
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