Authors: Yun, Ui Tak; Park, Sang Chan

Source: International Journal of Manufacturing Technology and Management, Volume 5, Numbers 1-2, 23 July 2003 , pp. 52-61(10)

Publisher: Inderscience Publishers

Abstract:

In this paper, we suggest an intelligent quality measures method for the quality deployment based on BSC (Balanced Score Card). More specifically, we unfold them by selecting critical elements from Service Survey data in the mobile communication industry using Factor Analysis and Partial Correlation. Then, we find potential customers who fit into the demographic features of the target customer group identified as a result of applying machine learning modules such as Self Organising Map and Classifiers to the abovementioned data. Finally, we perform loyalty analysis that distinguishes the loyalty group from the potentially profitable one by using the same machine learning modules. The first step relates to the internal perspective of BSC, the second step relates to BSC's customer perspective and the third step relates to the financial perspective of BSC.

Keywords: COMPUTING JOURNALS; Computing Science, Applications and Software; Internet and Web Services; TECHNICAL JOURNALS; Materials and Manufacturing; MANAGEMENT JOURNALS; Operational Management, Marketing and Services; Policy and Organisational Management

Document Type: Research article

DOI: http://dx.doi.org/10.1504/IJMTM.2003.002530

Affiliations: 1: Dept of Industrial Engineering, KAIST, 373-1 Kusong-dong, Yusong-gu, Taejon 305-701, Korea. Dept of Industrial Engineering, KAIST, 373-1 Kusong-dong, Yusong-gu, Taejon 305-701, Korea

Publication date: 2003-07-23

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