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
  • Istanbul Technical University Affiliated: Yes


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).