TQM Based Gap Analysis Using BWM-FAHP-IPMA Hybrid Method at Fajr Jam Gas Refinery

Total Quality Management (TQM) is considered as one of the effective solutions for improving competitiveness and sustainable development. Managers need to be aware of the TQM level in their organizations. In the growing economy of Iran, TQM is one of the strongest tools and best solutions for solving problems faced by organizations in this competitive environment. The main aim of this research is to evaluate and TQM based gap analysis at Fajr Jam Gas Refinery. To this end, at first data were collected from 6 managers and experts of Fajr Jam Gas Refinery, and importance of TQM criteria, using new and efficient technique of BWM, was calculated. Then, using FAHP technique, the relative situation of each of the TQM criteria with respect to other criteria at Fajr Jam Gas refinery was measured. Finally, the gap between the ideal and current situation of each TQM criteria respect to each other at the Fajr Jam Gas Refinery using IPMA technique was analyzed, and some strategies to reduce or eliminate existing gaps were presented.