Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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CRPN (Customer-oriented Risk Priority Number): RPN Evaluation Method Based on Customer Opinion through SNS Opinion Mining

CRPN(Customer-oriented Risk Priority Number): SNS 오피니언 마이닝을 활용한 고객 의견 기반의 RPN 평가 기법

  • Yoo, In-Hyeok (Department of Industrial Engineering, INHA University) ;
  • Kang, Won-Kyung (Department of Industrial Engineering, INHA University) ;
  • Choi, Kyu-Nam (Department of Industrial Engineering, INHA University) ;
  • Park, Ji-Yun (Department of Industrial Engineering, INHA University) ;
  • Lee, Geon-Ju (Department of Industrial Engineering, INHA University) ;
  • Kang, Sung-Woo (Department of Industrial Engineering, INHA University)
  • 유인혁 (인하대학교 산업경영공학과) ;
  • 강원경 (인하대학교 산업경영공학과) ;
  • 최규남 (인하대학교 산업경영공학과) ;
  • 박지윤 (인하대학교 산업경영공학과) ;
  • 이건주 (인하대학교 산업경영공학과) ;
  • 강성우 (인하대학교 산업경영공학과)
  • Received : 2019.02.07
  • Accepted : 2019.03.13
  • Published : 2019.03.31
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Abstract

Purpose: The purpose of this study is to propose a new Risk Priority Number(RPN) evaluation method which analyzes value of product functions by mining customer opinions in Social Network Service(SNS). Methods: A traditional RPN is measured by three evaluation standards (Severity, Occurrence, Detection) which are analyzed by manufacturing engineers and researchers. On the other hand, these standards are analyzed by customers' viewpoints through SNS opinion mining in this research. In order to extract customer feedbacks from textual data sets, the methodology in this paper implies natural language processing, hereby collecting product related data sets and analyzing the opinions automatically. An emotional polarity of an opinion indicates severity, while the number of negative opinion shows occurrence, and the entire number of customer opinion refers to detection. Results: The results of this study are as follows; As a result of the CRPN evaluation, it is confirmed that the features evaluated as risky are highly likely to be improved in the next series. Therefore, CRPN is an effective risk assessment model that reflects customer feedback. Conclusion: Reflecting customer feedback is a useful tool for risk assessment of the product as well as for developing new products and improving existing products.

Keywords

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Figure 1. Experimental process

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Figure 2. Format conversion example(json to csv)

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Figure 3. S, O, D evaluation value

Table 1. Difference between RPN and CRPN

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Table 2. Characteristics and reasons for the product to be tested

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Table 3. Scoring factor for SOD evaluation

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Table 4. Criteria for risk situation

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Table 5. CRPN value and Risk situations

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Table 6. Risk situation and Improvement

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