This study discusses an intelligent system designed to assist companies in decisions regarding the corrective and preventive action (CPA) process, the most fundamental component of quality-management systems. Without an effective CPA programme, problems will repeat themselves, continuous improvement will be difficult and it is unlikely that any of the other quality-system elements will work effectively. The system employs both case-based reasoning (CBR) and decision-support systems (DSS) components. The knowledge is represented as cases in the system, which can be reused to produce new solutions. The effectiveness of the proposed concept is demonstrated by applying the system to a CPA decision-making example.
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