Proposing a Framework for Modifying and Improving Processes Using the Combination of QFD Approach and Multi-criteria Decision Making Based on BPMN.2 Standard

Todays, almost all large companies and organizations have recognized the importance of the processes improvement and had experience in this field or started its application. Due to the fact that, the aim of this research is providing a framework for improving the processes. This research is practical in terms of purpose and is descriptive-exploratory in terms of method. In this researchthe intended processes have been investigated via interview, and mapped by using the standard language of models and symbols of the business process (BPMN.2) and Visual software paradigm. In the next stage, after extracting the existing problems, they were drawn up in the form of cause and effect diagram through interviewing with managers and experts.. Then, the solutions were extracted through the open questionnaire. The solutions were completed in a few steps using the Delphi method. Subsequently, the design of the Fuzzy Analytical Hierarchy Process (AHP) and the Quality house Table were developed. The weight of the problems and solutions was obtained by the completion of the questionnaire by the company's experts. Finally, the processes were analyzed by extracting the evaluation indicators and improve suggestions have been proposed.