Title: Gap analysis based on TQM criteria using BWM-IPA hybrid method: a case study

Authors: Saeid Sadeghi Darvazeh; Maghsoud Amiri; Farzaneh Mansouri Musolu; Masoomeh Sadeghi; Yaser Goldust; Sara Moslemi

Addresses: Department of Industrial Management, Faculty of Management and Accounting, University of Tehran, Tehran, Iran ' Department of Industrial Management, Faculty of Management and Accounting, Allameh Tabataba'i University, Tehran, Iran ' Department of Industrial Management, Faculty of Management, University of Hormozgan, Bandar-Abbas, Iran ' Department of Information Technology Management, Faculty of Management, Parand Brunch, Islamic Azad University, Tehran, Iran ' Department of Architecture, Faculty of Arts and Architecture, University of Mazandaran, Babolsar, Iran ' Department of Industrial Management, Faculty of Management, Islamic Azad University, Marvdasht Brunch, Shiraz, Iran

Abstract: Despite the importance of paying attention to TQM criteria on organisational productivity and performance, many managers still do not clearly understand how to identify and analyse gaps concerning TQM criteria. This study aims to provide a map-road to show how the managers can evaluate and analyse the gap in TQM criteria and then provide some practical strategy to eliminate the identified gaps. To this end, Alpha Gas Refinery Co. has been selected as a case study, and the data collected from the six managers and experts of the company to determine the current and ideal situation of the company concerning TQM criteria. To analyse data the best worst method (BWM) was used and the degree of current and ideal performance has been calculated. Then, the gap between the current and the ideal situation was determined using the importance-performance analysis (IPA) technique. Finally, some practical strategies are proposed to reduce gaps.

Keywords: total quality management; TQM; gap analysis; best worst method; BWM; importance-performance analysis; IPA; oil and gas industry.

DOI: 10.1504/IJPQM.2023.132265

International Journal of Productivity and Quality Management, 2023 Vol.39 No.3, pp.387 - 408

Received: 03 Jun 2020
Accepted: 15 Jun 2021
Published online: 14 Jul 2023 *

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