Abstract
This study was carried out in training companies and aims to evaluate customer satisfaction. It focusses at the Organizations’ Quality-of-Management (QoM) that is in itself a major competitive advantage to differentiate them. Indeed, the universe of discourse is set in order to consider not only the complex relationships among the entities that populate it, but also to take into account its inner structure, where incomplete, unknown or even self-contradictory information or knowledge are present. One’s goal is at the development of a comprehensive and integrated computational model to ensure the Organizations’ Performance and its QoM in order to fulfill customer’s requirements. It is based on a Logic Programming approach to Knowledge Representation and Reasoning and grounded on an Artificial Neural Networks approach to computing.
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Acknowledgments
This work has been supported by COMPETE: POCI-01-0145-FEDER-007043 and FCT – Fundação para a Ciência e Tecnologia within the Project Scope: UID/CEC/00319/2013.
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Fernandes, A., Vicente, H., Figueiredo, M., Ribeiro, J., Neves, J. (2019). Quality Management in Training Companies. In: Machado, J., Soares, F., Veiga, G. (eds) Innovation, Engineering and Entrepreneurship. HELIX 2018. Lecture Notes in Electrical Engineering, vol 505. Springer, Cham. https://doi.org/10.1007/978-3-319-91334-6_52
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DOI: https://doi.org/10.1007/978-3-319-91334-6_52
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