Determining the importance of performance measurement criteria based on total quality management using fuzzy analytical network process

Abstract

Total Quality Management (TQM) is a management philosophy, with a quality focus, based on the participation of all organization members and has an aim of long-run success through customer satisfaction. On the other hand, performance of a company is measured as to the extent that the company achieves its corporate strategy and goals. In this study, based on the quality frameworks and current TQM literature, a performance measurement model for TQM is proposed and importance of the criteria is determined by using Fuzzy Analytical Network Process (FANP). © 2011 Springer-Verlag Berlin Heidelberg.