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A hybrid MCDM approach to analyse the impact of multi-agent technology on total quality management in organisations

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  • Shubham Sharma
  • Vikram Singh
  • Somesh Kumar Sharma

Abstract

This research aims to analyse the role of multi-agent technology (MAT) in ensuring total quality management (TQM) by implementing a hybrid approach. A framework has been developed for five factors of TQM and 25 variables of MAT. AHP-entropy and Decision-Making Trial and Evaluation Laboratory (DEMATEL) are used to quantify the relative importance and interrelationship among the factors and variables. The ordinal priority approach (OPA) performed a comparison of the global ranking of variables evaluated through AHP-entropy. The research findings reveal that 'employee involvement' is the most essential factor, while 'education and training' is a highly impactful one. On the other hand, communication, feedback, and coordination agents are the top globally evolved variables followed by others. This ranking order may increase the performance of the system which may assist organisations in ensuring overall quality and motivate the decision-makers, professionals, and Researchers to implement this framework in a customised way to improve TQM, reduce human error, and save time and assets.

Suggested Citation

  • Shubham Sharma & Vikram Singh & Somesh Kumar Sharma, 2026. "A hybrid MCDM approach to analyse the impact of multi-agent technology on total quality management in organisations," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 48(3), pages 349-382.
    • Handle: RePEc:ids:ijpqma:v:48:y:2026:i:3:p:349-382
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