Application of association rules in an information-analytical system of quality assessment of provisioning
Nowadays data handling processes at enterprises are characterized by a significant increase in the volume of numerical and non-numerical information. In telecommunication companies this information includes databases, customer information, transaction history data, sales data, loan account data, the data on the use of assets, and service quality evaluation. Traditional methods of applied statistics and statistical packages are efficient in making management decisions based on the processing of "live" data. Processing of large amounts of data to find hidden data is typical of assessing the quality of providing telecommunication services, which is relevant for corporate managers in order to get benefits from business processes. When processing large amounts of data, it is necessary to detect hidden data using data mining algorithms. In this paper, we consider an approach which uses association rules in the information-analytical system of the quality management process of providing telecommunication services. The definition of the association rule including the meaning of support and reliability of rules is provided. A method that performs search of association rules by the Apriori algorithm has been developed. The implementation of the algorithm on an example of assessing the quality of telecommunications services in the VinaPhone Company (Republic of Vietnam) is shown. Assessment data on the quality of telecommunications services provided by the company in 2014 received on a quarterly basis using seven indicators is used. The proposed approach can be used to develop programs to improve efficiency of telecommunications companies, for example, to generate control actions in estimation problems of assessing the quality of an organization based on multidimensional data mining.