Uncovering Hidden Information Within R&D Department's Ticket Using Data Mining Clustering Approach

MP Company's R&D department in Penang received daily submission tickets (this represent issues raised by its staffs) from it staff requesting for support. Number of annual tickets submission increases from year 2007 until 2009. Increase of issues means that increase of support activities i...

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Main Author:	Azmi, Abu Bakar
Format:	Thesis
Language:	eng eng
Published:	2011
Subjects:	QA76 Computer software
Online Access:	https://etd.uum.edu.my/2501/1/Azmi_Abu_Bakar.pdf https://etd.uum.edu.my/2501/2/1.Azmi_Abu_Bakar.pdf
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id	my-uum-etd.2501
record_format	uketd_dc
spelling	my-uum-etd.25012022-04-13T00:03:02Z Uncovering Hidden Information Within R&D Department's Ticket Using Data Mining Clustering Approach 2011 Azmi, Abu Bakar Siraj, Fadzilah College of Arts and Sciences (CAS) College of Arts and Sciences QA76 Computer software MP Company's R&D department in Penang received daily submission tickets (this represent issues raised by its staffs) from it staff requesting for support. Number of annual tickets submission increases from year 2007 until 2009. Increase of issues means that increase of support activities in order to resolve these extra issues. Directly this will increase the cost of operation. This project will undergo analysis which prescribes in one of data mining technique called Clustering analysis. Hidden information and major root cause of the increase issues is expected to be unveiled. Result of this analysis can be used to generate framework or solution to improve the situation and stabilized the number of tickets submission. In this study the data extracted is clustered using two different types of data mining techniques i.e. K-Means and Kohonen Network. Later the clustered produced is compared and evaluated using Multinomial Logistic Regression and Neural Network: MLP. The result produced then reveals the biggest root caused of issue or problems that eventually triggered the ticket being submitted. This knowledge will be used by MP Company to further produce the framework or solution model for implementation. 2011 Thesis https://etd.uum.edu.my/2501/ https://etd.uum.edu.my/2501/1/Azmi_Abu_Bakar.pdf text eng public https://etd.uum.edu.my/2501/2/1.Azmi_Abu_Bakar.pdf text eng public masters masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Siraj, Fadzilah
topic	QA76 Computer software
spellingShingle	QA76 Computer software Azmi, Abu Bakar Uncovering Hidden Information Within R&D Department's Ticket Using Data Mining Clustering Approach
description	MP Company's R&D department in Penang received daily submission tickets (this represent issues raised by its staffs) from it staff requesting for support. Number of annual tickets submission increases from year 2007 until 2009. Increase of issues means that increase of support activities in order to resolve these extra issues. Directly this will increase the cost of operation. This project will undergo analysis which prescribes in one of data mining technique called Clustering analysis. Hidden information and major root cause of the increase issues is expected to be unveiled. Result of this analysis can be used to generate framework or solution to improve the situation and stabilized the number of tickets submission. In this study the data extracted is clustered using two different types of data mining techniques i.e. K-Means and Kohonen Network. Later the clustered produced is compared and evaluated using Multinomial Logistic Regression and Neural Network: MLP. The result produced then reveals the biggest root caused of issue or problems that eventually triggered the ticket being submitted. This knowledge will be used by MP Company to further produce the framework or solution model for implementation.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Azmi, Abu Bakar
author_facet	Azmi, Abu Bakar
author_sort	Azmi, Abu Bakar
title	Uncovering Hidden Information Within R&D Department's Ticket Using Data Mining Clustering Approach
title_short	Uncovering Hidden Information Within R&D Department's Ticket Using Data Mining Clustering Approach
title_full	Uncovering Hidden Information Within R&D Department's Ticket Using Data Mining Clustering Approach
title_fullStr	Uncovering Hidden Information Within R&D Department's Ticket Using Data Mining Clustering Approach
title_full_unstemmed	Uncovering Hidden Information Within R&D Department's Ticket Using Data Mining Clustering Approach
title_sort	uncovering hidden information within r&d department's ticket using data mining clustering approach
granting_institution	Universiti Utara Malaysia
granting_department	College of Arts and Sciences (CAS)
publishDate	2011
url	https://etd.uum.edu.my/2501/1/Azmi_Abu_Bakar.pdf https://etd.uum.edu.my/2501/2/1.Azmi_Abu_Bakar.pdf
_version_	1747827360286113792

Uncovering Hidden Information Within R&D Department's Ticket Using Data Mining Clustering Approach

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