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...) Severity (S) Estimated probability of occurrence Duration/coverage/cost of an incident 0–20% 21–40% 41–60% 61–80% 81–100% Low High Rating 1 2 3 4 5 1 2 3 4 5 Source(s): The authors, 2024 Failure mode effect analysis Fuzzy logic Excellence models Service...

... countries is to address this gap and present a refined OEA model. Design/methodology/approach This study employed quantitative and qualitative data collection methods. Member organizations from the Global Excellence Model (GEM) Council participated through an online survey administered via the Qualtrics...