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Dynamic and Goal-based Quality Management for Human-based Electronic Services

Robert Kern, Hans Thies, Christian Zirpins & Gerhard Satzger

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abstract Crowdsourcing in the form of human-based electronic services (people services) provides a powerful way of outsourcing tasks to a large crowd of remote workers over the Internet. Research has shown that multiple redundant results delivered by different workers can be aggregated in order to achieve a reliable result. However, basic implementations of this approach are rather inefficient as they multiply the effort for task execution and are not able to guarantee a certain quality level. In this paper, we are addressing these challenges by elaborating on a statistical approach for quality management of people services which we had previously proposed. The approach combines elements of statistical quality management with dynamic group decisions. We present a comprehensive statistical model that enhances our original work and makes it more transparent. We also provide an extendible toolkit that implements our model and facilitates its application to real-time experiments as well as to simulations. A quantitative analysis based on an optical character recognition (OCR) scenario confirms the efficiency and reach of our model.
   
type journal paper
   
keywords Crowdsourcing; statistical quality control; human computation; eServices; people services
   
language English
kind of paper journal article
date of appearance 17-1-2012
journal International Journal of Cooperative Information Systems (IJCIS).
publisher World Scientific Publishing (Singapore)
ISSN 0218-8430
ISSN (online) 1793-6365
DOI 10.1142/S0218843012400011
volume of journal 21
number of issue 1
page(s) 3-29
review not reviewed
   
citation Kern, R., Thies, H., Zirpins, C., & Satzger, G. (2012). Dynamic and Goal-based Quality Management for Human-based Electronic Services. International Journal of Cooperative Information Systems (IJCIS)., 21(1), 3-29, DOI:10.1142/S0218843012400011.