Title: Prioritisation of quality management principles based on critical success factors of TQM using integrated approach of MCDM and IPA - the case of Marjan Tile Company

Authors: Ali Goharshenasan; Arash Shahin

Addresses: Department of Industrial Engineering, Najafabad Branch, Islamic Azad University Najafabad, Iran ' Department of Management, University of Isfahan, Isfahan, Iran

Abstract: The aim of this research is to propose a framework for classifying eight quality management principles in ISO 9001:2008 based on the critical success factors of TQM. For this purpose, multi-criteria decision making (MCDM), importance performance analysis (IPA) and a survey on 13 process owners of Marjan Tile Company have been conducted. Based on the findings, four packages have been proposed as priorities of quality assurance included: 1) systemic approach in management; 2) employees involvement, process approach, continuous improvement; 3) leadership; 4) realistic approach in decision making.

Keywords: total quality management; TQM; quality management systems; QMS; ISO 9001; quality assurance; QA; importance performance analysis; IPA; multicriteria decision making; MCDM; Marjan Tile Company; Iran; critical success factors; CSFs; systemic approach; employee involvement; process approach; continuous improvement; leadership.

DOI: 10.1504/IJPQM.2017.083285

International Journal of Productivity and Quality Management, 2017 Vol.21 No.1, pp.112 - 128

Received: 08 Sep 2015
Accepted: 05 Dec 2015

Published online: 19 Mar 2017 *

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