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Object-oriented Bayesian networks for complex quality management problems

Object-oriented Bayesian networks for complex quality management problems 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Quality & Quantity Springer Journals

Object-oriented Bayesian networks for complex quality management problems

Musella, Flaminia; Vicard, Paola
Quality & Quantity , Volume 49 (1) – Dec 27, 2013
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References (16)

Publisher
Springer Journals
Copyright
Copyright © 2013 by Springer Science+Business Media Dordrecht
Subject
Social Sciences, general; Methodology of the Social Sciences; Social Sciences, general
ISSN
0033-5177
eISSN
1573-7845
DOI
10.1007/s11135-013-9977-3
Publisher site
See Article on Publisher Site

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.

Journal

Quality & Quantity – Springer Journals

Published: Dec 27, 2013

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