This article is cited in 3 papers

SOCIAL AND ECONOMIC SYSTEMS MANAGEMENT

Monitoring of quality of work of a commercial organization. Indicators structuring. Application of cognitive maps

E. A. Barmina, I. Yu. Kvyatkovskaya

Astrakhan State Technical University

Abstract: The procedure of quality monitoring, containing the definition of quality indicators, is offered in the paper. The term "quality map" is introduced; operation principles of the expert group are distinguished. The mechanism of inverse calculations is used to analyze the results of quality monitoring. A hierarchy of quality indicators is formed; measurable integrated quality indicators are defined. It is offered to use cognitive modeling tools to find out a minimum informative set of indicators.

Keywords: quality indicators, quality management, cognitive modeling, method of analytic networks, monitoring, team experts, inverse calculations.

UDC: 681.3

Received: 13.05.2010
Revised: 26.05.2010