Service fault-tree-analysis: its use for improving the efficiency of service processes

In this paper we present a case study in which the technique of fault tree analysis (FTA) was applied in solving a complex systemic failure in a service process carried out by a major aviation company in Southeastern Brazil. A procedure for analyzing and solving problems on service/administrative processes was developed and tested in this company, with significant results, helping to address organizational issues. This systemic failure analysis project generated action plans, through the analysis of the maintenance process in this company. These plans eliminated the occurrence of faults and consequent delays in the maintenance of aircraft.