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Keywords: FMEA
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Journal Articles
Business process improvements using SERVQUAL, FMEA and text-mining methods for processing the voice of customer
Available to Purchase
Journal:
The TQM Journal
The TQM Journal (2026) 38 (5): 1018–1048.
Published: 21 January 2025
... the voice of customer (VoC) in the form of customer complaints. The complaints are processed using text mining and sentiment analysis. Negative sentiments indicate areas for improvement by matching words with SERVQUAL dimensions. The FMEA method is used to identify business processes that need...
Journal Articles
Capture and evaluation of innovative ideas in early stages of product development
Available to Purchase
Journal:
The TQM Journal
The TQM Journal (2019) 31 (6): 908–927.
Published: 26 June 2019
.... Design/methodology/approach The proposed procedure is based on divergent and convergent approaches to innovation. Ideas are generated and captured using targeted questions and subsequently evaluated using modifications of the Kano model and failure mode and effect analysis (FMEA). Idea evaluation...
