Prioritizing the Critical Success Factors of TQM Using Fuzzy AHP to Reduce Performance Gap: A Case Study

The aim of this research is to determine the critical success factors of total quality management and their relative importance in a manufacturing firm. For this purpose, factors and sub-factors affecting quality of products are identified, the existing situation in terms of factors contribution to total quality is determined, and relative importance of individual Factors and sub-factors are decided. A focus group from top managers and experts in relevant departments were formed to identify and rank the factors based on Delphi technique. To determine the weight of each factor and its sub-factors, Group-Fuzzy–AHP was utilized. Inconsistency rates that were calculated for each table resulted in figures less than 0.1. The validity of the questionnaires used to evaluate the current position of the firm was confirmed through face validity, and a %97.1 for Cronbach's alpha indicated good reliability of the instrument. The result showed that, among factors and sub-factors that contribute to the effectiveness of the firm under study, teamwork, employees’ participation, and reward system have the highest impact on the firm’s achievement, and require the most attention for improvement respectively.