Abstract
Expert systems (ES) are designed to support and replicate management tasks and decision making characterized by experience and expertise. These commodities are becoming increasingly limited as organizations flatten their management structure. Effective identification and evaluation of domains appropriate for ES‐based solutions are critical to their successful development and implementation. Presents a comprehensive model for ES domain identification and evaluation that includes an emphasis on total quality management (TQM) and can be used as a project management tool. The TQM matrix evaluation model proposed facilitates qualitative and quantitative assessment of ES domains and can provide for dynamic evaluation, feedback and continuous quality management over the entire project life cycle. Tests the TQM matrix evaluation model by applying it to a real business problem and presents and discusses the results.
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