Abstract
Abstract As global competition increases in intensity it is becoming more crucial than ever for firms to provide high quality products and services to the marketplace. This can only be achieved by an organization-wide commitment to quality beginning with product design, contiuing through manufacture, and culminating with user support services. This paper discusses the use of expert systems to support the quality activities that are engaged in as part of this process. Specifically, a framework for the use of expert systems in quality assurance is developed which is based on concepts advocated by Deming and Taguchi. This framework details the type of expert system support that is appropriate for specific quality activities. Examples of fielded systems are discussed to validate the framework. Finally, a conceptual model for business expert systems for quality assurance is presented. This model is based on the belief that both qualitative knowledge and quantitative data are required for the support of organizational quality decisions.
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