Title: Analysing human and system related barriers of TQM in automobile industries using fuzzy DEMATEL approach

Authors: Ram Nath Yadav; Devendra Kumar; Ajay Kumar Sharma; Naveen Virmani

Addresses: Sachdeva Institute of Technology, Shehzadpur Pauri, Farah, Uttar Pradesh 281122, India ' Sachdeva Institute of Technology, Shehzadpur Pauri, Farah, Uttar Pradesh 281122, India ' Mechanical Engineering Department, Dr. APJ Abdul Kalam Technical University, Lucknow, 695016, India ' Institute of Management Studies (IMS) Ghaziabad, 201009, India

Abstract: Total quality management methodology has proved by many researchers to give magnificent results to both manufacturing and service industries. In today's globalised era, each and every industry is making meticulous efforts to survive in the marketplace. Industries are well aware of the fact that providing quality products to customers and achieving maximum customer satisfaction are the only key to success. In this paper, 17 potential barriers are identified by extensive literature review and the same has been validated by experts. The barriers are lack of top management commitment, lack of funds, lack of advance manufacturing facilities, employees resistance to change, etc. fuzzy decision making trial and evaluation laboratory (DEMATEL) approach has been applied to analyse potential barriers so as to categorise them into cause and effect categories.

Keywords: customer satisfaction; fuzzy DEMATEL; quality; value for money; total quality management; TQM.

DOI: 10.1504/IJPQM.2022.121302

International Journal of Productivity and Quality Management, 2022 Vol.35 No.2, pp.193 - 219

Received: 27 Dec 2019
Accepted: 17 Jul 2020
Published online: 04 Mar 2022 *

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