Object-oriented bayesian networks for complex quality management problems

Flaminia Musella and Paola Vicard ()

No 174, Departmental Working Papers of Economics - University 'Roma Tre' from Department of Economics - University Roma Tre

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.

Keywords: Bayesian networks; service quality; structural learning (search for similar items in EconPapers)
JEL-codes: C11 M30 (search for similar items in EconPapers)
Date: 2013-04
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Persistent link: https://EconPapers.repec.org/RePEc:rtr:wpaper:0174

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