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Object-oriented bayesian networks for complex quality management problems

Author

Listed:
  • Flaminia Musella
  • Paola Vicard

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 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.

Suggested Citation

  • Flaminia Musella & Paola Vicard, 2013. "Object-oriented bayesian networks for complex quality management problems," Departmental Working Papers of Economics - University 'Roma Tre' 0174, Department of Economics - University Roma Tre.
    • Handle: RePEc:rtr:wpaper:0174
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    File URL: http://dipeco.uniroma3.it/public/WP%20174.pdf
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    More about this item

    Keywords

    Bayesian networks; service quality; structural learning;
    All these keywords.

    JEL classification:

    • C11 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods and Methodology: General - - - Bayesian Analysis: General
    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General

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