Selecting quality-based programmes in small firms: A comparison between the fuzzy linguistic approach and the analytic hierarchy process

Over the last few years, a large number of firms have implemented total quality management programmes in order to introduce effective quality systems and to achieve high-quality products. However, many empirical studies demonstrate that most of the adopted quality-based programmes did not improve the small firms' competitiveness and profitability. The reasons for such failures are manifold. Among them, the lack of an operating tool able to support managers in the identification of quality-based priorities particularly afflicts small firms. In this paper the authors attempt to suggest an integrated decisional tool. In particular, according to main characteristics of quality-based programmes, they analyse how MADM techniques should be used to identify quality-based priorities.