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Evaluating and prioritising critical success factors of TQM implementation based on fuzzy AHP

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  • Aliasghar Rezazadeh
  • Sajjad Najafi
  • Loghman Hatami-Shirkouhi
  • Sina Miri-Nargesi

Abstract

Total quality management (TQM) is an effective quality management technique which tries to integrate all functions of an organisation such as marketing, engineering and customer service. To achieve successful implementation of TQM, several critical success factors (CSFs) should be considered. This study attempts to identify and prioritise CSFs of TQM implementation in Iranian organisations. CSFs are extracted from the literature and are assessed based on experts’ opinions. Through a comprehensive and detailed literature review and using the experts’ opinion, 27 CSFs are identified to develop a questionnaire and classified to seven main groups to construct the hierarchy structure of CSFs. Afterward, based on the opinions of the quality managers collected from questionnaires, the importance degrees of identified CSFs are determined by applying the fuzzy analytical hierarchy process (FAHP). In addition to the use of fuzzy scale for expressing the expert’s opinion, the vagueness and uncertainty which exist in expert’s opinion is considered in the proposed FAHP method. Based on the obtained results, the management main group of CSFs is more important than other main groups of CSFs. The teamwork structure sub-factor related to the organisation main factor is also more important than other sub-factors.

Suggested Citation

  • Aliasghar Rezazadeh & Sajjad Najafi & Loghman Hatami-Shirkouhi & Sina Miri-Nargesi, 2012. "Evaluating and prioritising critical success factors of TQM implementation based on fuzzy AHP," International Journal of Productivity and Quality Management, Inderscience Enterprises Ltd, vol. 9(1), pages 1-24.
    • Handle: RePEc:ids:ijpqma:v:9:y:2012:i:1:p:1-24
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    Citations

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    Cited by:

    1. Shubham Gupta & Pradeep Khanna & Umang Soni, 2023. "Analyzing the interaction of critical success factor for TQM implementation- A grey-DEMATEL approach," Operations Management Research, Springer, vol. 16(3), pages 1619-1640, September.
    2. Vikrant Sharma & Sundeep Kumar & M. L. Meena, 2022. "Key criteria influencing cellular manufacturing system: a fuzzy AHP model," Journal of Business Economics, Springer, vol. 92(1), pages 65-84, January.
    3. Jun Dong & Huijuan Huo, 2017. "Identification of Financing Barriers to Energy Efficiency in Small and Medium-Sized Enterprises by Integrating the Fuzzy Delphi and Fuzzy DEMATEL Approaches," Energies, MDPI, vol. 10(8), pages 1-26, August.
    4. Bhupender Singh & Sandeep Grover & Vikram Singh, 2017. "Evaluation of benchmarking attribute for service quality using multi attitude decision making approach," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 8(2), pages 617-630, November.

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