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An XML-based real-time quality measurement scheme

By HCW Lau, FTS Chan, R Fung and CWY Wong

Abstract

Attempts to introduce a quality measurement scheme (QMS) that is able to assess the immediate feedback of customers globally in real time, followed by a data mining process, which is an interactive process that involves assembling the data into a format conducive to producing a multi-dimensional analysis using an online analytical processing (OLAP) approach, in addition, an XML schema, which provides a universal syntax to facilitate the exchange of data, is used in the design of the QMS to support the data mining process. To validate the feasibility of QMS in real industrial situations, a case example is covered, showing promising test results based on the proposed scheme.Department of Industrial and Systems Engineerin

Topics: Customer satisfaction, Extensible markup language, Performance measurement (quality)
Publisher: Emerald Group Publishing Limited
Year: 2004
DOI identifier: 10.1108/02635570410543807
OAI identifier: oai:ira.lib.polyu.edu.hk:10397/8774
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