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- Publisher
- Emerald Publishing
- Copyright
- Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
- ISSN
- 0263-5577
- DOI
- 10.1108/02635570410543807
- Publisher site
- See Article on Publisher Site
Abstract
Attempts to introduce a quality measurement scheme (QMS) that is able to assess the immediate feedback of customers globally in real time, followed by a data mining process, which is an interactive process that involves assembling the data into a format conducive to producing a multi‐dimensional analysis using an online analytical processing (OLAP) approach. In addition, an XML schema, which provides a universal syntax to facilitate the exchange of data, is used in the design of the QMS to support the data mining process. To validate the feasibility of QMS in real industrial situations, a case example is covered, showing promising test results based on the proposed scheme.
Journal
Industrial Management & Data Systems – Emerald Publishing
Published: Aug 1, 2004
Keywords: Extensible Markup Language; Customer satisfaction; Performance measurement (quality)