Evaluation of critical success factors in total quality management implementation and prioritization with AHP - case study: Pars Oil and Gas Company

Abstract

Total Quality Management claiming superior results in the work has acquired a particular position among other different methods; however, despite all the positive features many organizations have not been successful in applying TQM. There are many reasons for this lack of success which can be either due to a lack of familiarity and attention to the critical success factors in the implementation of Total Quality Management. This research aims to answer two main questions: 1) what critical success factors in the implementation of Total Quality Management are proposed in Pars Oil and Gas Company based on the Malcolm Baldrige model? 2) What is the priority of critical success factors in the implementation of Total Quality Management based on different levels of management`s perspective? The literature related to the first question was studied and the factors were classified into seven groups based on the Baldrige global model. Then, these factors were evaluated according to Baldrige check list based on which 47% of total 1000 points was acquired by the organization. Leadership 47%, Strategic Planning 54%, Customer Focus 41%, Measurement, Analysis and Knowledge Management 41%, Workforce Focus 38%, Operations Focus 46% and Results 51%. For second question, a questionnaire was made to prioritize critical success factors and the weight of each factor in relation to each other was evaluated according to subject`s answers using AHP method by Expert choice software. Therefore, from the perspective of managers in different levels, the factors are prioritized as Leadership, Strategic Planning, Customer Focus, Operations Focus, Results, Measurement, Analysis and Knowledge Management, Workforce Focus. In conclusion, shortcomings and required information for managers and organization were provided based on the results.