Sustainability assessment of an automotive organisation using fuzzy Kano's model

Abstract

Sustainable development is the development that meets the needs of the present generation without compromising the ability of future generations to meet their own needs. Sustainability assessment is an important part of the decision process in organisations. Sustainability is difficult to define or measure because it is a complex concept. To assess the sustainability level of an organisation, a unique attempt has been made using fuzzy-based Kano model based on the stakeholders' satisfaction. The Kano model is a customer satisfaction assessment tool that must be precise, and it is incorporated with fuzzy logic because it has the capability to replicate the human perceptions. In this context, the approach is used to assess the sustainability by using the stakeholders' satisfaction for different criteria and it provides information regarding improvement in sustainability. © 2013 Copyright Taylor and Francis Group, LLC.