Autori: Musella, F., Vicard, P.

Editore: Springer

Tipologia Prodotto: Paper su rivista internazionale

DOI: 10.1007/s11135-013-9977-3

Titolo della Rivista: Quality & Quantity

Numero; Volume: 49

Numero prima e ultima pagina: 115 – 133

Codice ISSN: 0033-5177

Anno di Pubblicazione: 2015

Link: https://www.researchgate.net/publication/259757154_Object-Oriented_Bayesian_networks_for_complex_quality_management_problems

Abstract:

Quality management and customer satisfaction evaluation can be difficult tasks to perform when processes involve multiple production lines or provide multichannel ser-vices. 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 appro-priate 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.

Keywords: Bayesian networks, Decision making, Global quality evaluation, What-if analysis

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