FMEA- Exercise Manhattan Cab Company would like to assess risks in capturing customer address during telebooking.

The most common error observed is incorrectly entering customer address usually due to language barrier. It usually occurs in 1 in 30000 cases. If the customer address is incorrect, it would usually result in customer pick up being missed. Customer rate this 8 out 10 on Severity scale. System Outage while entering customer address forces the representatives to write the address in a notepad. Representatives enter the address when the system becomes functional however 1 in 200000 cases, incorrect address is entered. Manhattan Cab Company has introduced a few control measures to safeguard customers from the effects of these errors 1. Driver details (Driver Name, Car Number, Phone number of the driver) is messaged to the customer 30 minutes before scheduled pick up time 2. Driver calls customer 20 minutes before scheduled pick up time. These control measures helps the driver and the customer to connect with each other. Driver and customers are able to co-ordinate with each other and the driver is able to reach the customer by scheduled pick up time in 83 out of 100 cases 3. The representatives usually call customers to confirm the address they have entered in the CRM and also to share the booking number. This is only done in system outage cases. This helps in detecting and correcting errors. Usually when all control measures are used, approximately 88-90% of errors are corrected before customer feels the effect of the failure. Control Measures 1 and 2 apply in all cases.