CV ( Greek Version)

Abstract

This diploma thesis investigates the impact of failures that lead to rework in service operations. An overview of the Toyota Production System, the importance of Quality and failures that lead to rework in manufacturing operations is presented. Afterwards, the characteristics of service operations and the distinguishing differences from manufacturing are discussed. Finally, at this thesis the impact of failures and rework is examined. A discrete event simulation experiment is used in order to predict the behavior of a two-stage service system (front office-back office) and design of experiments in order to define the impact of failure and rework parameters to system performance measurements. The results reveal that rework degrade the efficiency of the system, increases the risk for the organization and affects customers' satisfaction significantly.