A quality management system (QMS) allows an organization to analyze the needs of its customers and to define the appropriate processes for efficient production and service delivery. Customer satisfaction is an important part of this system, with a significant impact on its corporate sustainability. The purpose of this research is a proposal for assessing whether the QMS of an organization meets the requirements defined in the standard ISO 9001:2015. The development of the proposal follows a methodology based on the paradigm of design science research where we identify the problem and the motivation and the objectives are defined as a solution to the problem, and as a consequence, we developed an expert system based on a previously identified ISO 9001:2015 process map and transferred it to a knowledge base. The system allows the determination of the degree of compliance with the requirements of the standard: this provides valuable information to organizations, allowing them to implement improvement measures. The expert system is limited in terms of the set of identified inputs, outputs, and acceptance criteria, but its effectiveness was demonstrated through the evaluation of the system.

Each time more companies seek to differentiate themselves from their competitors. For this, they resort to company certification through standards such as ISO 9001 or EFQM. The quality norms permit business to improve process management and production and reduce the lack of knowledge. Therefore, the main objective of this research is to propose a framework to support the process of improving customer’s satisfaction according to ISO 9001. To achieve the main objective, the methodology of the design science research process has been followed. First, the problems in the evaluation of customer’s satisfaction required by ISO 9001 have been analysed. Second, an expert system has been developed to evaluate the process. To end, the system has been validated. The results suggest that this system facilitates continuous improvement in organizations, providing the customer’s vision of the organization, and making possible the implementation of actions oriented to retain customers. This study presents important managerial implications. Insights from this research allow us to offer recommendations that can help practitioners and managers interested in the implementation of expert systems, to focus in quality processes that can increase the chances of a successful adoption.

The development of Airborne and Ground systems is framed by specific regulations, usually expressed as standards. A disadvantage of those standards is the inherent complexity for its application and the verification of compliance given the high number of requirements to be checked in many different situations of the application and which are highly dependent on the applicable level of criticality. When the development of this type of system requires the incorporation of new personnel without enough knowledge about the standards, risks of mistakes in their application grow exponentially. The objective of this work is to develop an Expert System (ES) that helps to evaluate the application of the standards DO-178C and DO-278A throughout the project life cycle, at the same time it serves to facilitate both its use and the learning of its application to a wide group of professionals. The proposed underlying method for the ES will allow evaluating the set of development processes to check coverage of the standards DO-178C and DO-278A without depending on a specific life cycle model. The method involves a model of the set of processes, so they can be evaluated by the ES. Additionally, the ES will require a minimum configuration to evaluate the development of systems based on these two standards. The main result is a new generic Expert System based on rules capable of being adapted to different environment of evaluation, whichh minor configuration operations thus allowing that a Generic ES can act as a Specific ES for each situation. This configurable ES has been customized to evaluate the software life cycle based on the standards under study.

Thank you very much for giving me the opportunity to review the article. Here are my conclusions: The abstract is very poor; a basic structure would consist of a brief introduction briefly describing the importance or relevance of the topic and sta...