To achieve a high level of customer requirement fulfillment in services, it is important to take prompt and appropriate measures against service failures that lead to a decline in customer satisfaction. However, since the types and contexts of potential service failures are diverse, it is also necessary to rationally determine which failures should be addressed with priority and what countermeasures should be taken, within the constraints of limited resources. Therefore, this paper incorporates the concept of triage, commonly used in the medical field, into service operations, and proposes a method for determining countermeasure priorities with consideration of the urgency of each failure. Furthermore, by utilizing a large language model (LLM), the proposed method enables the generation of specific countermeasures, identification of causal relationships between failures and countermeasures, and optimization of resource allocation for implementing the countermeasures. This method is expected to support service designers in making more rational and effective decisions.
DEGUCHI et al. (Wed,) studied this question.