Prioritisation of quality management principles based on critical success factors of TQM using integrated approach of MCDM and IPA - the case of Marjan Tile Company

The aim of this research is to propose a framework for classifying eight quality management principles in ISO 9001:2008 based on the critical success factors of TQM. For this purpose, multi‐criteria decision making (MCDM), importance performance analysis (IPA) and a survey on 13 process owners of Marjan Tile Company have been conducted. Based on the findings, four packages have been proposed as priorities of quality assurance included: 1) systemic approach in management; 2) employees involvement, process approach, continuous improvement; 3) leadership; 4) realistic approach in decision making.