From Complaints to Requirements: Using NLP and QFD to Derive Use Cases for University Academic Management System
Resumo
This study introduces a hybrid methodology combining Natural Language Processing (NLP) and Quality Function Deployment (QFD) to enhance the quality and responsiveness of institutional academic systems. The approach systematically transforms unstructured user complaints into functional software requirements, thereby improving documentation and maintenance in legacy systems. By leveraging NLP to extract and prioritize user needs based on dissatisfaction severity and frequency, and translating these into technical requirements via QFD, the method creates a scalable, usercentered, and traceable requirements engineering process, ideal for legacy systems with limited documentation. Analyzing 4,357 service tickets, our results identify critical improvement areas, including authentication, enrollment, and bureaucratic workflows. Although steps like technical mapping and modeling remain manual, the methodology boosts prioritization, transparency, and alignment with essential software quality attributes. While applied to this specific context, the framework shows potential for transferability to other institutional or commercial sectors. These findings demonstrate the value of integrating AI with software engineering principles to modernize complex institutional platforms and increase user satisfaction.
Palavras-chave:
Requirements Engineering (RE), Natural Language Processing (NLP), Quality Function Deployment (QFD), User-Centered Design (UCD), Academic Management Systems (AMS)
Referências
Yoji Akao. 2004. Quality Function Deployment: Integrating Customer Requirements into Product Design (1st ed.). Productivity Press. 392 pages.
Fernando Almaraz-Menéndez, Alexander Maz-Machado, Carmen López-Esteban, and Cristina Almaraz-López. 2022. Strategy, Policy, Practice, and Governance for AI in Higher Education Institutions. IGI Global. 334 pages.
Pritika Bahad, Dipti Chauhan, and Diksha Bharawa. 2022. Sentiment Analysis of Helpdesk Calls: Enhancing Customer Support through Natural Language Processing. Preprint.
Yiding Cao, Yingjun Dong, Minjun Kim, Neil G. MacLaren, Sriniwas Pandey, Shelley D. Dionne, Francis J. Yammarino, and Hiroki Sayama. 2023. Visualizing Collective Idea Generation and Innovation Processes in Social Networks. IEEE Transactions on Computational Social Systems 10, 5 (2023), 2234–2243. DOI: 10.1109/TCSS.2022.3191885
Lai-Kow Chan and Ming-LuWu. 2002. Quality function deployment: A literature review. European Journal of Operational Research 143, 3 (2002), 463–497. DOI: 10.1016/S0377-2217(02)00178-9
Yichen Cheng, Xinlei Wang, and Yusen Xia. 2021. Supervised t-Distributed Stochastic Neighbor Embedding for Data Visualization and Classification. INFORMS Journal on Computing 33, 2 (2021), 419–835.
Mike Cohn. 2004. User Stories Applied: For Agile Software Development. Addison-Wesley Professional, Boston, MA.
Kia Dashtipour, Soujanya Poria, Amir Hussain, Erik Cambria, Ahmad Y. A. Hawalah, Alexander Gelbukh, and Qiang Zhou. 2016. Multilingual Sentiment Analysis: State of the Art and Independent Comparison of Techniques. Cognitive Computation 8 (2016), 757–771.
Andreia de Bem Machado, Maria José Sousa, Francesca Dal Mas, Silvana Secinaro, and Davide Calandra. 2024. Digital Transformation in Higher Education Institutions. Springer Nature. 232 pages.
José Pedro de Santana Neto, Jaison Pisa Rezine, Cleiton Almeida dos Santos, Marcelo Massarelli Maitan, and Felipe Sanches Bueno. 2025. Mapeamento de Desafios Operacionais no SIGA-UFPR: Uma Análise usando Inteligência Artificial. In WTICIFES 2025 – Workshop de Tecnologia da Informação e Comunicação das Instituições Federais de Ensino Superior (Santarém, PA, Brasil).
ShelleyD. Dionne, Hiroki Sayama, Chih-Wei Hao, and Benjamin J. Bush. 2010. The Role of Leadership in Shared Mental Model Convergence and Team Performance Improvement: An Agent-Based Computational Model. The Leadership Quarterly 21, 6 (dec 2010), 1035–1049. DOI: 10.1016/j.leaqua.2010.10.007
I. Erikkson and F. McFadden. 1993. Quality function deployment: a tool to improve software quality. Information and Software Technology 35, 9 (1993), 491–498. DOI: 10.1016/0950-5849(93)90016-V
George H. Fairbanks. 2010. Just Enough Software Architecture: A Risk-Driven Approach. Marshall Brainerd.
T. Hastie, R. Tibshirani, and J.H. Friedman. 2009. The Elements of Statistical Learning: Data Mining, Inference, and Prediction. Springer. [link]
Matthew Honnibal, Ines Montani, Sofie Van Landeghem, and Adriane Boyd. 2020. spaCy: Industrial-Strength Natural Language Processing in Python. Zenodo (2020). DOI: 10.5281/zenodo.1212303
HuggingFace. 2024. Multilingual Sentiment Analysis. [link] Accessed: 4 Apr. 2025.
Asmaul Husna, Habibur Rahman, and Emrana Kabir Hashi. 2019. Statistical Approach for Classifying Sentiment Reviews by Reducing Dimension Using Truncated Singular Value Decomposition. In 1st International Conference on Advances in Science, Engineering and Robotics Technology (ICASERT). IEEE Xplore. DOI: 10.1109/ICASERT.2019.8934507 Accessed: 2025.
International Organization for Standardization. 2011. ISO/IEC 25010:2011 Systems and Software Engineering – Systems and Software Quality Requirements and Evaluation (SQuaRE) – System and Software Quality Models. [link]. Accessed: 2025-06-27.
ISO/IEC/IEEE. 2018. ISO/IEC/IEEE 29148:2018. Systems and Software Engineering — Life Cycle Processes — Requirements Engineering. Technical Report. International Organization for Standardization, Geneva, Switzerland. [link]
ISO/IEC/IEEE. 2022. ISO/IEC/IEEE 42010:2022. Software, Systems and Enterprise — Architecture Description. Technical Report. International Organization for Standardization, Geneva, Switzerland. [link]
Jayusman and Riyanto Jayadi. 2024. Sentiment Analysis of Digital Customer Service Helpdesk Tickets: A Comparison between BERT and SVM. In 2024 International Conference on Computer Engineering, Network, and Intelligent Multimedia (CENIM). 1–6.
X. F. Liu. 2000. Software quality function deployment. IEEE Potentials 19, 5 (Dec. 2000), 14–16. DOI: 10.1109/45.890072
Edward Loper and Steven Bird. 2002. NLTK: The Natural Language Toolkit. [link]
Miltiadis D. Lytras, Afnan Alkhaldi, Sawsan Malik, Andreea Claudia Şerban, and Tahani Aldosemani. 2024. The Evolution of Artificial Intelligence in Higher Education: Challenges, Risks, and Ethical Considerations. Emerald Group Publishing. 321 pages.
Sara A. McComb. 2007. Mental Model Convergence: The Shift from Being an Individual to Being a Team Member. In Research in Multi-Level Issues. Vol. 6. Emerald Group Publishing Limited, 95–147. DOI: 10.1016/S1475-9140(07)06009-9
El Mahdi Mercha, Houda Benbrahim, and Mohammed Erradi. 2024. Heterogeneous Text Graph for Comprehensive Multilingual Sentiment Analysis: Capturing Short-and Long-Distance Semantics. PeerJ Computer Science 10 (2024), e1876.
Okechukwu Emmanuel Okonta, Adimabua Arnold Ojugo, Wemembu Uchenna Raphael, and Dele Ajani. 2013. Embedding Quality Function Deployment In Software Development: A Novel Approach. West African Journal of Industrial & Academic Research 6, 1 (March 2013).
Simone Perazzoli, Aastha Joshi, Sayana Ajayan, and José Pedro de Santana Neto. 2022. Evaluating Environmental, Social, and Governance (ESG) from a Systemic Perspective: An Analysis Supported by Natural Language Processing. SSRN (2022). DOI: 10.2139/ssrn.4244534
Simone Perazzoli,Wagner Santos, and Jose Pedro de Santana Neto. 2022. Towards a Systemic-Based Automated Platform Designed to Foster Collaborative and Co-Responsibility Environment. DOI: 10.2139/ssrn.4249435
Simone Perazzoli, Wagner Sousa Santos, and Jose Pedro de Santana Neto. 2022. CONSTELADEV: An Innovative Platform Based on Systemic Methodologies to Support Teams and Project Management. Poster presentation.
Klaus Pohl and Chris Rupp. 2022. Requirements Engineering: Fundamentals, 2nd Edition. IREB Foundation Level Study Guide.
Roger S. Pressman. 2010. Software Engineering: A Practitioner’s Approach (7 ed.). McGraw-Hill Education.
Kristina P. Sinaga and Miin-Shen Yang. 2020. Unsupervised K-Means Clustering Algorithm. IEEE Access: Practical Innovations, Open Solutions 8 (2020), 80716–80727.
Fernando Antonio Sonda, José Luis D. Ribeiro, and Márcia Elisa Echeveste. 2000. A aplicação do QFD no desenvolvimento de software: um estudo de caso. Production 10, 1 (2000), 51–75. DOI: 10.1590/S0103-65132000000100004
François Staring. 2022. Digital Higher Education: Emerging Quality Standards, Practices and Supports. DOI: 10.1787/f622f257-en
Douglas Steinley and Michael J. Brusco. 2011. Choosing the Number of Clusters in K-Means Clustering. Psychological Methods 16, 3 (2011), 285–297.
Dumitru-Tudor Tolciu, Christian Săcărea, and Cristian Matei. 2023. Analysis of Patterns and Similarities in Service Tickets Using Natural Language Processing. Journal of Communications Software and Systems 17, 1 (2023). [link]
Fernando Almaraz-Menéndez, Alexander Maz-Machado, Carmen López-Esteban, and Cristina Almaraz-López. 2022. Strategy, Policy, Practice, and Governance for AI in Higher Education Institutions. IGI Global. 334 pages.
Pritika Bahad, Dipti Chauhan, and Diksha Bharawa. 2022. Sentiment Analysis of Helpdesk Calls: Enhancing Customer Support through Natural Language Processing. Preprint.
Yiding Cao, Yingjun Dong, Minjun Kim, Neil G. MacLaren, Sriniwas Pandey, Shelley D. Dionne, Francis J. Yammarino, and Hiroki Sayama. 2023. Visualizing Collective Idea Generation and Innovation Processes in Social Networks. IEEE Transactions on Computational Social Systems 10, 5 (2023), 2234–2243. DOI: 10.1109/TCSS.2022.3191885
Lai-Kow Chan and Ming-LuWu. 2002. Quality function deployment: A literature review. European Journal of Operational Research 143, 3 (2002), 463–497. DOI: 10.1016/S0377-2217(02)00178-9
Yichen Cheng, Xinlei Wang, and Yusen Xia. 2021. Supervised t-Distributed Stochastic Neighbor Embedding for Data Visualization and Classification. INFORMS Journal on Computing 33, 2 (2021), 419–835.
Mike Cohn. 2004. User Stories Applied: For Agile Software Development. Addison-Wesley Professional, Boston, MA.
Kia Dashtipour, Soujanya Poria, Amir Hussain, Erik Cambria, Ahmad Y. A. Hawalah, Alexander Gelbukh, and Qiang Zhou. 2016. Multilingual Sentiment Analysis: State of the Art and Independent Comparison of Techniques. Cognitive Computation 8 (2016), 757–771.
Andreia de Bem Machado, Maria José Sousa, Francesca Dal Mas, Silvana Secinaro, and Davide Calandra. 2024. Digital Transformation in Higher Education Institutions. Springer Nature. 232 pages.
José Pedro de Santana Neto, Jaison Pisa Rezine, Cleiton Almeida dos Santos, Marcelo Massarelli Maitan, and Felipe Sanches Bueno. 2025. Mapeamento de Desafios Operacionais no SIGA-UFPR: Uma Análise usando Inteligência Artificial. In WTICIFES 2025 – Workshop de Tecnologia da Informação e Comunicação das Instituições Federais de Ensino Superior (Santarém, PA, Brasil).
ShelleyD. Dionne, Hiroki Sayama, Chih-Wei Hao, and Benjamin J. Bush. 2010. The Role of Leadership in Shared Mental Model Convergence and Team Performance Improvement: An Agent-Based Computational Model. The Leadership Quarterly 21, 6 (dec 2010), 1035–1049. DOI: 10.1016/j.leaqua.2010.10.007
I. Erikkson and F. McFadden. 1993. Quality function deployment: a tool to improve software quality. Information and Software Technology 35, 9 (1993), 491–498. DOI: 10.1016/0950-5849(93)90016-V
George H. Fairbanks. 2010. Just Enough Software Architecture: A Risk-Driven Approach. Marshall Brainerd.
T. Hastie, R. Tibshirani, and J.H. Friedman. 2009. The Elements of Statistical Learning: Data Mining, Inference, and Prediction. Springer. [link]
Matthew Honnibal, Ines Montani, Sofie Van Landeghem, and Adriane Boyd. 2020. spaCy: Industrial-Strength Natural Language Processing in Python. Zenodo (2020). DOI: 10.5281/zenodo.1212303
HuggingFace. 2024. Multilingual Sentiment Analysis. [link] Accessed: 4 Apr. 2025.
Asmaul Husna, Habibur Rahman, and Emrana Kabir Hashi. 2019. Statistical Approach for Classifying Sentiment Reviews by Reducing Dimension Using Truncated Singular Value Decomposition. In 1st International Conference on Advances in Science, Engineering and Robotics Technology (ICASERT). IEEE Xplore. DOI: 10.1109/ICASERT.2019.8934507 Accessed: 2025.
International Organization for Standardization. 2011. ISO/IEC 25010:2011 Systems and Software Engineering – Systems and Software Quality Requirements and Evaluation (SQuaRE) – System and Software Quality Models. [link]. Accessed: 2025-06-27.
ISO/IEC/IEEE. 2018. ISO/IEC/IEEE 29148:2018. Systems and Software Engineering — Life Cycle Processes — Requirements Engineering. Technical Report. International Organization for Standardization, Geneva, Switzerland. [link]
ISO/IEC/IEEE. 2022. ISO/IEC/IEEE 42010:2022. Software, Systems and Enterprise — Architecture Description. Technical Report. International Organization for Standardization, Geneva, Switzerland. [link]
Jayusman and Riyanto Jayadi. 2024. Sentiment Analysis of Digital Customer Service Helpdesk Tickets: A Comparison between BERT and SVM. In 2024 International Conference on Computer Engineering, Network, and Intelligent Multimedia (CENIM). 1–6.
X. F. Liu. 2000. Software quality function deployment. IEEE Potentials 19, 5 (Dec. 2000), 14–16. DOI: 10.1109/45.890072
Edward Loper and Steven Bird. 2002. NLTK: The Natural Language Toolkit. [link]
Miltiadis D. Lytras, Afnan Alkhaldi, Sawsan Malik, Andreea Claudia Şerban, and Tahani Aldosemani. 2024. The Evolution of Artificial Intelligence in Higher Education: Challenges, Risks, and Ethical Considerations. Emerald Group Publishing. 321 pages.
Sara A. McComb. 2007. Mental Model Convergence: The Shift from Being an Individual to Being a Team Member. In Research in Multi-Level Issues. Vol. 6. Emerald Group Publishing Limited, 95–147. DOI: 10.1016/S1475-9140(07)06009-9
El Mahdi Mercha, Houda Benbrahim, and Mohammed Erradi. 2024. Heterogeneous Text Graph for Comprehensive Multilingual Sentiment Analysis: Capturing Short-and Long-Distance Semantics. PeerJ Computer Science 10 (2024), e1876.
Okechukwu Emmanuel Okonta, Adimabua Arnold Ojugo, Wemembu Uchenna Raphael, and Dele Ajani. 2013. Embedding Quality Function Deployment In Software Development: A Novel Approach. West African Journal of Industrial & Academic Research 6, 1 (March 2013).
Simone Perazzoli, Aastha Joshi, Sayana Ajayan, and José Pedro de Santana Neto. 2022. Evaluating Environmental, Social, and Governance (ESG) from a Systemic Perspective: An Analysis Supported by Natural Language Processing. SSRN (2022). DOI: 10.2139/ssrn.4244534
Simone Perazzoli,Wagner Santos, and Jose Pedro de Santana Neto. 2022. Towards a Systemic-Based Automated Platform Designed to Foster Collaborative and Co-Responsibility Environment. DOI: 10.2139/ssrn.4249435
Simone Perazzoli, Wagner Sousa Santos, and Jose Pedro de Santana Neto. 2022. CONSTELADEV: An Innovative Platform Based on Systemic Methodologies to Support Teams and Project Management. Poster presentation.
Klaus Pohl and Chris Rupp. 2022. Requirements Engineering: Fundamentals, 2nd Edition. IREB Foundation Level Study Guide.
Roger S. Pressman. 2010. Software Engineering: A Practitioner’s Approach (7 ed.). McGraw-Hill Education.
Kristina P. Sinaga and Miin-Shen Yang. 2020. Unsupervised K-Means Clustering Algorithm. IEEE Access: Practical Innovations, Open Solutions 8 (2020), 80716–80727.
Fernando Antonio Sonda, José Luis D. Ribeiro, and Márcia Elisa Echeveste. 2000. A aplicação do QFD no desenvolvimento de software: um estudo de caso. Production 10, 1 (2000), 51–75. DOI: 10.1590/S0103-65132000000100004
François Staring. 2022. Digital Higher Education: Emerging Quality Standards, Practices and Supports. DOI: 10.1787/f622f257-en
Douglas Steinley and Michael J. Brusco. 2011. Choosing the Number of Clusters in K-Means Clustering. Psychological Methods 16, 3 (2011), 285–297.
Dumitru-Tudor Tolciu, Christian Săcărea, and Cristian Matei. 2023. Analysis of Patterns and Similarities in Service Tickets Using Natural Language Processing. Journal of Communications Software and Systems 17, 1 (2023). [link]
Publicado
04/11/2025
Como Citar
SANTANA NETO, José Pedro de; SANTOS, Cleiton Almeida dos; REZINE, Jaison Pisa; ALVES, Marco Antonio Zanata; DOMINICO, Simone; PERES, Leticia Mara; TODT, Eduardo.
From Complaints to Requirements: Using NLP and QFD to Derive Use Cases for University Academic Management System. In: SIMPÓSIO BRASILEIRO DE QUALIDADE DE SOFTWARE (SBQS), 24. , 2025, São José dos Campos/SP.
Anais [...].
Porto Alegre: Sociedade Brasileira de Computação,
2025
.
p. 298-306.
DOI: https://doi.org/10.5753/sbqs.2025.14981.
