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- Title
Object-oriented Bayesian networks for complex quality management problems.
- Authors
Musella, Flaminia; Vicard, Paola
- Abstract
Quality management and customer satisfaction evaluation can be difficult tasks to perform when processes involve multiple production lines or provide multichannel services. As a consequence, the top management needs to analyse the problem from different perspectives, to evaluate possible improvement strategies at several levels and to take appropriate decisions. To this aim, we propose to use object-oriented Bayesian networks by which different quality aspects and evaluations can be integrated in a unique framework allowing to analyse improvement strategies in real time. We show, by an application to an internal-customer satisfaction survey, how to combine the perceived quality of different production areas and how to evaluate the impact on the global quality of improvement actions developed in one or more areas.
- Subjects
OBJECT-oriented methods (Computer science); BAYESIAN analysis; TOTAL quality management; CUSTOMER satisfaction; STRATEGIC planning; IN-house services (Business)
- Publication
Quality & Quantity, 2015, Vol 49, Issue 1, p115
- ISSN
0033-5177
- Publication type
Article
- DOI
10.1007/s11135-013-9977-3