Performance Measurement of TQM using Integrated Fuzzy-AHP

Performance measurement is regarded as one of the most important and critical tasks in the course of any organization. Measuring performance is the assessment of the possible impact that a proposed plan or project may have on the organizational system, together consisting of the financial, non-financial and operational aspects. The aim of this paper is to propose a performance measurement methodology based on an integrated Fuzzy-AHP approach in the context of total quality management (TQM). In the proposed methodology the criteria weights are generated by a fuzzy-AHP procedure. The fuzzy set theory is a perfect means for modeling uncertainty or imprecision arising from human mental phenomena. The usage of fuzzy sets in describing uncertainties and vagueness in different critical success factors of TQM simplifies the complex structure of performance assessment.