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Article
Publication date: 5 June 2024

Anabela Costa Silva, José Machado and Paulo Sampaio

In the context of the journey toward digital transformation and the realization of a fully connected factory, concepts such as data science, artificial intelligence (AI), machine…

873

Abstract

Purpose

In the context of the journey toward digital transformation and the realization of a fully connected factory, concepts such as data science, artificial intelligence (AI), machine learning (ML) and even predictive models emerge as indispensable pillars. Given the relevance of these topics, the present study focused on the analysis of customer complaint data, employing ML techniques to anticipate complaint accountability. The primary objective was to enhance data accessibility, harnessing the potential of ML models to optimize the complaint handling process and thereby positively contribute to data-driven decision-making. This approach aimed not only to reduce the number of units to be analyzed and customer response time but also to underscore the pressing need for a paradigm shift in quality management. The application of AI techniques sought to enhance not only the efficiency of the complaint handling process and data accessibility but also to demonstrate how the integration of these innovative approaches could profoundly transform the way quality is conceived and managed within organizations.

Design/methodology/approach

To conduct this study, real customer complaint data from an automotive company was utilized. Our main objective was to highlight the importance of artificial intelligence (AI) techniques in the context of quality. To achieve this, we adopted a methodology consisting of 10 distinct phases: business analysis and understanding; project plan definition; sample definition; data exploration; data processing and pre-processing; feature selection; acquisition of predictive models; evaluation of the models; presentation of the results; and implementation. This methodology was adapted from data mining methodologies referenced in the literature, taking into account the specific reality of the company under study. This ensured that the obtained results were applicable and replicable across different fields, thereby strengthening the relevance and generalizability of our research findings.

Findings

The achieved results not only demonstrated the ability of ML models to predict complaint accountability with an accuracy of 64%, but also underscored the significance of the adopted approach within the context of Quality 4.0 (Q4.0). This study served as a proof of concept in complaint analysis, enabling process automation and the development of a guide applicable across various areas of the company. The successful integration of AI techniques and Q4.0 principles highlighted the pressing need to apply concepts of digitization and artificial intelligence in quality management. Furthermore, it emphasized the critical importance of data, its organization, analysis and availability in driving digital transformation and enhancing operational efficiency across all company domains. In summary, this work not only showcased the advancements achieved through ML application but also emphasized the pivotal role of data and digitization in the ongoing evolution of Quality 4.0.

Originality/value

This study presents a significant contribution by exploring complaint data within the organization, an area lacking investigation in real-world contexts, particularly focusing on practical applications. The development of standardized processes for data handling and the application of predictions for classification models not only demonstrated the viability of this approach but also provided a valuable proof of concept for the company. Most importantly, this work was designed to be replicable in other areas of the factory, serving as a fundamental basis for the company’s data scientists. Until then, limited data access and lack of automation in its treatment and analysis represented significant challenges. In the context of Quality 4.0, this study highlights not only the immediate advantages for decision-making and predicting complaint outcomes but also the long-term benefits, including clearer and standardized processes, data-driven decision-making and improved analysis time. Thus, this study not only underscores the importance of data and the application of AI techniques in the era of quality but also fills a knowledge gap by providing an innovative and replicable approach to complaint analysis within the organization. In terms of originality, this article stands out for addressing an underexplored area and providing a tangible and applicable solution for the company, highlighting the intrinsic value of aligning quality with AI and digitization.

Details

The TQM Journal, vol. 36 no. 9
Type: Research Article
ISSN: 1754-2731

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Book part
Publication date: 28 February 2019

João Teixeira Lopes, Anabela Costa Leão and Lígia Ferro

Cultural expertise can play a relevant role in countries where cultural diversity marks social life, as in the case of Portugal, a country where migration always characterized its…

Abstract

Cultural expertise can play a relevant role in countries where cultural diversity marks social life, as in the case of Portugal, a country where migration always characterized its past and continues to influence the present, and where the presence of ethnic and religious minorities must be noticed. In this chapter, we aim to survey the use of cultural mediation in Portuguese law, as well as case law and culture centered mediation out of courts, in order to understand whether the concept of cultural expertise, in a broad sense, might be useful. Although it is a “contested concept,” culture is understood, for the purposes of this chapter, in a dynamic and non-essentialist sense, as a valuable asset providing context and significance to people’s lives. Assuming that the State is not “culturally neutral” and that its institutions somehow reflect the established culture, issues of equality and demands for cultural recognition will necessarily arise. However, it is the duty of the State to respect and protect cultural identity. Even though cultural expertise may become relevant in several domains of the State, particular attention is given in this chapter to the role played by cultural arguments and cultural expertise in courts in Portugal. Cultural expertise is also very relevant for social intervention, and it is mobilized in the processes of cultural mediation. These processes have a low level of institutionalization in Portugal, since it is not routinely recognized in the implementation of public policies as an autonomous professional profile.

Details

Cultural Expertise and Socio-Legal Studies
Type: Book
ISBN: 978-1-78769-515-3

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Article
Publication date: 4 October 2021

Moisés Rockembach and Anabela Serrano

The purpose of this investigation is to analyze information on the web and its preservation as the digital heritage of events related to climate change and the environment in…

407

Abstract

Purpose

The purpose of this investigation is to analyze information on the web and its preservation as the digital heritage of events related to climate change and the environment in Portugal and Brazil, thus contributing to web preservation in the Ibero-American context.

Design/methodology/approach

A theoretical and applied investigation using mixed methods to collect and analyze qualitative and quantitative data from three sources: the Internet Archive and the public collection of Archive-It, the Portuguese web archive, and a selection from collections compiled by a research group (UFRGS) on web archiving and digital archiving in Brazil.

Findings

Web archive initiatives started in 1996; however, over the years collections have narrowed from nationally relevant themes to specialized thematic niches. The theme “climate change” has had an increasing impact on scientific and mainstream discussion in the 2000s, and by 2010 the over-arching theme became focused on digital preservation of web content, as demonstrated in this study. Failure to preserve data can lead to a rapid loss of climate change information, due to the inherent ephemerality of the web.

Originality/value

The paper demonstrates the relevance of preserving web content on climate change by showing what has been preserved to date and what will need to be preserved in the future.

Details

Records Management Journal, vol. 31 no. 3
Type: Research Article
ISSN: 0956-5698

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Case study
Publication date: 22 September 2016

James B. Shein and Jason P. Hawbecker

In 2014, after nearly 150 years as one of Portugal's most wealthy and powerful families, the Espirito Santo family completely lost control of its empire, which included Banco…

Abstract

In 2014, after nearly 150 years as one of Portugal's most wealthy and powerful families, the Espirito Santo family completely lost control of its empire, which included Banco Espirito Santo, Portugal's largest bank by market capitalization and second-largest private-sector bank in terms of assets, along with stakes in numerous financial, non-financial, privately held, and publicly traded companies. During the European financial crisis of 2010 to 2014, many of the family's companies required capital investment. To avoid family equity dilution, the family's patriarch, Ricardo Espirito Santo Silva Salgado, engaged in a creative money-go-round structure whereby Banco Espirito Santo would legally raise short-term commercial paper with high interest rates and sell them to third parties that were partially owned by the Espirito Santo family. These third parties then would sell that paper back to the bank's retail clients as safe investments similar to Portuguese deposits. The plan failed, and the house of cards that was the Espirito Santo empire collapsed. Students will consider whether Salgado and the board of Banco Espirito Santo acted appropriately or if they failed their fiduciary duties to the non-family shareholders of the bank.

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Article
Publication date: 14 June 2021

Cláudia C.E. Muiambo, Isabel M. Joao and Helena V.G. Navas

The purpose of this paper is to make a lean assessment of a chemical analyst training laboratory in a higher education institution and identify the main types of waste on a daily…

626

Abstract

Purpose

The purpose of this paper is to make a lean assessment of a chemical analyst training laboratory in a higher education institution and identify the main types of waste on a daily basis and understand the lean maturity of the laboratory and establish priority areas of intervention to make the laboratory leanest.

Design/methodology/approach

A single descriptive case study methodology was used to carry out the lean laboratory evaluation. The lean manufacturing waste terminology was adapted to a lean analytical laboratory environment, and a lean waste assessment step-by-step procedure was developed to reach the study goal.

Findings

Three types of waste (i.e. transport, waiting and defects) were the main contributors of the problem. The Pareto analysis results showed that 37.5% of the different types of waste contributed to almost 51.4% of the problems. The case study allowed on diagnosing wastes, understanding the lean maturity in a teaching laboratory setting and priority areas of intervention

Practical implications

Some data collection methods were used, and tools were developed to answer the research questions. A waste measurement instrument was created to evaluate lean waste in a chemical analytical laboratory, and a lean classification scheme was built to understand the lean maturity of the laboratory. The lessons learnt of the lean assessment in a teaching laboratory and the developed tools will be helpful for future research and for practitioners in a teaching chemical analytical laboratory setting.

Originality/value

The number of lean assessment studies in teaching laboratories is not very significant, and this work contributes to overcome this gap illustrating the lean waste assessment foundation with a step-by-step procedure and tools used in a teaching laboratory to perform a lean assessment and identify opportunities for improvement. A generic roadmap to lean laboratory waste assessment and continuous improvement is proposed with the key elements to take into consideration.

Details

International Journal of Lean Six Sigma, vol. 13 no. 1
Type: Research Article
ISSN: 2040-4166

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