The ChatGPT application on quality management: a comprehensive review

Abstract

Artificial intelligence (AI)-based ChatGPT application has begun to be discussed in many areas due to its rapid impact on human life. This study provides an overview of the applicability of ChatGPT for quality management and discusses the advantages, disadvantages, limitations, different perspectives, and future concerns of ChatGPT. The current review study reveals the contribution levels of ChatGPT to the effectiveness of decisions that need to be taken into account and implemented in quality management, which is a human-oriented approach. The top 9 (3 main and 6 sub-subjects) titles, abstracts, and keywords for each search term (a total of 166 publications) were analyzed independently to examine all aspects of the topic of this study. PubMed, Scopus, Web of Science (WoS), medRxiv, arXiv, and SSRN databases were used to select relevant articles. Studies emphasize that the ChatGPT application has inevitably become an indispensable tool to provide better service, increase efficiency, and reduce errors by supporting quality management processes. In addition, while analyzing a certain point with specific techniques in quality-related studies, the studies examined indicate that ChatGPT provides continuous improvement and accuracy in quality management because it is a constantly developed and updated model. However, users should note that ChatGPT has many limitations regarding quality management and the need for human expertise and control. As a result, the present review study will contribute to researchers by providing basic suggestions for future quality applications of the ChatGPT tool.

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