Object-Oriented Bayesian Networks for complex quality management problems

نویسندگان

  • Flaminia Musella
  • Paola Vicard
چکیده

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 check the quality from different perspectives and to evaluate the improvement strategies at several levels. 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 several areas of satisfaction and how to evaluate the impact on the global quality of improvement actions developed in one or more areas.

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تاریخ انتشار 2013