Evaluating DSL Service Quality Using Fuzzy Failure Modes and Effects Analysis and Data Envelopment Analysis With a Case Study in an ISP

DSL technology services are regarded as a key factor for fast access to data in the large part of population. In this research, a new methodology is presented using fuzzy failure modes and effect analysis and data envelopment analysis to identify the failures of DSL services. The innovation of research includes the application of FMEA in services. Fuzzy logic has been used to contrast with the ambiguity of the evaluations. Therefore, the failure modes in the field of DSL in one of the ISPs have been identified and evaluated by RPN at multiplicative risk. Finally based on the ranking, the most important failures have been identified. The ranking of failure modes indicates that the drop in line speed is the top priority due to high traffic, limited bandwidth of infrastructure companies, viral systems and the problem of internal line.