Skip to main content
Skip main navigation
No Access

Prioritisation of quality management principles based on critical success factors of TQM using integrated approach of MCDM and IPA - the case of Marjan Tile Company

Published Online:pp 112-128https://doi.org/10.1504/IJPQM.2017.083285

The aim of this research is to propose a framework for classifying eight quality management principles in ISO 9001:2008 based on the critical success factors of TQM. For this purpose, multi-criteria decision making (MCDM), importance performance analysis (IPA) and a survey on 13 process owners of Marjan Tile Company have been conducted. Based on the findings, four packages have been proposed as priorities of quality assurance included: 1) systemic approach in management; 2) employees involvement, process approach, continuous improvement; 3) leadership; 4) realistic approach in decision making.

Keywords

total quality management, TQM, quality management systems, QMS, ISO 9001, quality assurance, QA, importance performance analysis, IPA, multicriteria decision making, MCDM, Marjan Tile Company, Iran, critical success factors, CSFs, systemic approach, employee involvement, process approach, continuous improvement, leadership