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Evaluating 8D Reports Using Text-Mining ...
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Abstract:
Increasing quality requirements make reliable and effective quality management indispensable. This includes the complaint handling in which the 8D method is widely used. The 8D report as a written documentation of the 8D method is one of the key quality documents as it internally secures the quality standards and acts as a communication medium to the customer. In practice, however, the 8D report is mostly faulty and of poor quality. There is no quality control of 8D reports today. This paper describes the use of natural language processing for the automated evaluation of 8D reports. Based on semantic analysis and text-mining algorithms the presented system is able to uncover content and formal quality deficiencies and thus increases the quality of the complaint processing in the long term. ... : {"references": ["Behrens, B.-A.; Wilde, I.; Hoffmann, M.: Complaint management using the extended 8D-method along the automotive supply chain. In: Production Engineering, vol. 1 (2007), no. 1, pp. 91-95.", "Appelfeller, W.; Buchholz, W.: Supplier Relationship Management. 2. ed., Gabler Verlag, Wiesbaden 2011.", "K\u00fcster, B.; Eilert, B.; Overmeyer, L.: Automated Quality Evaluation of 8D Reports in Context of Complaint Processing. In: Proceedings of Symposium on Automated Systems and Technologies, vol. 3. (2016), pp. 77-80.", "Carstensen, K.-U.; Ebert, C.; Ebert, C., Jekat, S.; Langer, H.; Klabunde, R.: Computerlinguistik und Sprachtechnologie. 3. ed., Spektrum Akademischer Verlag, Heidelberg 2010.", "Pellegrini, T.; Blumenauer, A.: Semantic Web. Springer Verlag, Berlin 2006.", "Pirinen, T. A.; Lind\u00e9n K.: Creating and Weighting Hunspell Dictionaries as Finite-State Automata. In: Investigationes Linguisticae, vol. 21 (2010), pp. 1-16.", "Yujian, L.; Bo, L.: A Normalized Levenshtein Distance Metric. In: ...
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Keyword:
8D report; complaint management; evaluation system; text-mining.
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URL: https://zenodo.org/record/1316173
https://dx.doi.org/10.5281/zenodo.1316173
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