Determining the Importance of Performance Measurement Criteria Based on Total Quality Management Using Fuzzy Analytical Network Process

Öztayşi B. , KUTLU A. C.

6th International Conference on Intelligent Systems and Knowledge Engineering (ISKE 2011), Shanghai, China, 15 - 17 December 2011, vol.124, pp.391-400 identifier identifier

  • Publication Type: Conference Paper / Full Text
  • Volume: 124
  • Doi Number: 10.1007/978-3-642-25658-5_48
  • City: Shanghai
  • Country: China
  • Page Numbers: pp.391-400


Total Quality Management (TQM) is a management philosophy, with a quality focus, based on the participation of all organization members and has an aim of long-run success through customer satisfaction. On the other hand, performance of a company is measured as to the extent that the company achieves its corporate strategy and goals. In this study, based on the quality frameworks and current TQM literature, a performance measurement model for TQM is proposed and importance of the criteria is determined by using Fuzzy Analytical Network Process (FANP).