Authors:
José Neves
1
;
Ana Fernandes
2
;
Guida Gomes
1
;
Mariana Neves
3
;
António Abelha
1
and
Henrique Vicente
2
Affiliations:
1
Universidade do Minho, Portugal
;
2
Universidade de Évora, Portugal
;
3
Deloitte, United Kingdom
Keyword(s):
International Standard ISO 9001, Knowledge Representation and Reasoning, Logic Programming, Artificial Neural Networks.
Related
Ontology
Subjects/Areas/Topics:
Artificial Intelligence
;
Artificial Intelligence and Decision Support Systems
;
Biomedical Engineering
;
Biomedical Signal Processing
;
Computational Intelligence
;
Enterprise Information Systems
;
Health Engineering and Technology Applications
;
Human-Computer Interaction
;
Methodologies and Methods
;
Neural Network Software and Applications
;
Neural Networks
;
Neurocomputing
;
Neurotechnology, Electronics and Informatics
;
Pattern Recognition
;
Physiological Computing Systems
;
Sensor Networks
;
Signal Processing
;
Soft Computing
;
Strategic Decision Support Systems
;
Theory and Methods
Abstract:
ISO 9001 is recognized as a Quality Management Systems standard, i.e., it is the primary phase of a process
of constant enhancement that will provide an organisation with the necessary management tools to improve
working practices. Indeed, it provides a framework and a set of principles aimed at ensuring a common
sense approach to the management of an organization in order to consistently satisfy customers and other
stakeholders. Therefore, and in order to add value to ISO 9001, this work focuses on the development of a
decision support system, which will allow companies to be able to meet the needs of customers by fulfilling
requirements that reflect either the effectiveness or the non-effectiveness of an organization. The procedures
for knowledge representation and reasoning used are based on an extension to the Logic Programming
language, allowing the handling of incomplete, contradictory and even forbidden data, information and/or
knowledge. The computational framework is centred
on Artificial Neural Networks to evaluate customer’s
satisfaction and the degree of confidence that one has on such a happening.
(More)