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. Copyright Springer Science+Business Media Dordrecht 2015
Volume (Year): 49 (2015)
Issue (Month): 1 (January)
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- Silvia Salini & Ron Kenett, 2009.
"Bayesian networks of customer satisfaction survey data,"
Journal of Applied Statistics,
Taylor & Francis Journals, vol. 36(11), pages 1177-1189.
- Silvia SALINI & Ron S. KENETT, 2007. "Bayesian networks of customer satisfaction survey data," Departmental Working Papers 2007-33, Department of Economics, Management and Quantitative Methods at Università degli Studi di Milano.
- Julia Mortera & Paola Vicard & Cecilia Vergari, 2012. "Object-Oriented Bayesian Networks for a Decision Support System," Departmental Working Papers of Economics - University 'Roma Tre' 0144, Department of Economics - University Roma Tre.
- Claudia Tarantola & Paola Vicard & Ioannis Ntzoufras, 2012. "Monitoring and Improving Greek Banking Services Using Bayesian Networks: an Analysis of Mystery Shopping Data," Quaderni di Dipartimento 160, University of Pavia, Department of Economics and Quantitative Methods. Full references (including those not matched with items on IDEAS)
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