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Efficient Quality Management of Human-Based Electronic Services Leveraging Group Decision Making

Robert Kern, Hans Thies & Gerhard Satzger

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abstract Human-based electronic services (people services) provide a powerful way of outsourcing tasks to a large crowd of remote workers over the Internet. Because of the limited control over the workforce in a potentially globally distributed environment, efficient quality management mechanisms are a prerequisite for successful implementation of the people service concept in a business context. Research has shown that multiple redundant results delivered by different workers can be aggregated in order to achieve a reliable result. However, existing implementations of this approach are highly inefficient as they multiply the effort for task execution and are not able to guarantee a certain quality level. Our weighted majority vote (WMV) approach addresses this issue by dynamically adjusting the level of redundancy depending on the historical error rates of the involved workers and the level of agreement among them. A practical evaluation in an OCR scenario demonstrates that the approach is capable of gaining reliable results at significantly lower costs compared to existing procedures.
   
type conference paper (English)
   
keywords
   
name of conference 19th European Conference on Information Systems ECIS 2011 (Helsinki)
date of conference 9-6-2011
title of proceedings ICT and Sustainable Service Development
page(s) 12
publisher AIS Association for Information Systems (Atlanta)
review not reviewed
   
citation Kern, R., Thies, H., & Satzger, G. (2011). Efficient Quality Management of Human-Based Electronic Services Leveraging Group Decision Making. In ICT and Sustainable Service Development, pp.12. Atlanta: AIS Association for Information Systems.