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Object-oriented Bayesian networks for complex quality management problems

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  • 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 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

Suggested Citation

  • Flaminia Musella & Paola Vicard, 2015. "Object-oriented Bayesian networks for complex quality management problems," Quality & Quantity: International Journal of Methodology, Springer, vol. 49(1), pages 115-133, January.
    • Handle: RePEc:spr:qualqt:v:49:y:2015:i:1:p:115-133
    DOI: 10.1007/s11135-013-9977-3
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    References listed on IDEAS

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    1. 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.
    2. Giuseppe Nicoletti & Stefano Scarpetta & Olivier Boylaud, 2000. "Summary Indicators of Product Market Regulation with an Extension to Employment Protection Legislation," OECD Economics Department Working Papers 226, OECD Publishing.
    3. 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.
    4. 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.
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    Cited by:

    1. Di Pietro, Laura & Guglielmetti Mugion, Roberta & Musella, Flaminia & Renzi, Maria Francesca & Vicard, Paola, 2017. "Monitoring an airport check-in process by using Bayesian networks," Transportation Research Part A: Policy and Practice, Elsevier, vol. 106(C), pages 235-247.
    2. Maria Elena De Giuli & Alessandro Greppi & Marina Resta, 2019. "An Object-Oriented Bayesian Framework for the Detection of Market Drivers," Risks, MDPI, vol. 7(1), pages 1-18, January.

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