ارائه مدلی جهت سنجش میزان کیفیت با توجه به مفهوم نوین کیفیت (NCQ) با استفاده از تئوری فازی(مطالعه موردی)
محورهای موضوعی : مدیریت بازرگانیمیرحسین سیدی 1 , نیما قاسم‌نژاد مقدم 2 , غلامرضا رحیمی 3
1 - مربی، عضو هیأت علمی ،واحد کلیبر،دانشگاه آزاد اسلامی،کلیبر،ایران
2 - مدرس دانشگاه و عضو باشگاه پژوهشگران جوان شعبه دانشگاه آزاد اسلامی واحد تبریز
3 - استادیار، عضو هیأت علمی،واحد بناب، دانشگاه آزاد اسلامی،بناب،ایران
کلید واژه: تئوری فازی, کیفیت, مفهوم نوین کیفیت,
چکیده مقاله :
در محیط دگرگون و پرپیچیده امروزی کیفیت، واژه‌ای استراتژیکی برای تمامی سازمانها اعم از دولتی، غیر دولتی، خدماتی، تولیدی و ... می‌باشد و پرداختن به این مبحث برای سازمانها امری حیاتی است. استراتژی کیفیت و کیفیت استراتژی با توجه به مقوله مفهوم نوین کیفیت در حال حاضر از ضروریات و مباحث نوین مدیریتی برای هر سازمانی به‌سبب موفقیت و رقابت نمودن می‌باشند. تعاریف و توصیفات زیادی از کیفیت شده است ولی یکی از مهمترین مشکلات و مسائل مدیریتی این‌است که بتواند این متد (و سایر متدهای کیفی) را به کمی تبدیل نموده و قابل اندازه‌گیری نماید. تئوری و منطق فازی تا حدودی این مشکل را توانسته است حل نماید و با کمک متغیرهای زبانی و به اصطلاح زبان طبیعی، فرمول‌بندی متدهای کیفی را به انجام رساند. منطق فازی که توسط پروفسور لطفی زاده راه به عرصه علم گذاشته در کمی نمودن مسائل و متدهای کیفی کمک شایانی مخصوصاً به مدیران سازمانها نموده است. حال در این تحقیق سعی داریم با استفاده از تئوری فازی، مقوله کیفیت را با توجه به مفهوم نوین کیفیت و چهار شاخص موجود در آن یعنی: 1- ویژگیها و شرایط فیزیکی، 2- هزینه و ارزش، 3- تحویل بموقع و 4- خدمات بعد از عرضه، و با کمک نرم‌افزار MATLAB مدل‌بندی نماییم، و در نهایت مثالی برای درک بهتر ارائه شده است.
In today's complex and changing environment, quality is a strategic word for all organizations, whether governmental, non-governmental, service-giving, manufacturing, etc., so a Hending to this topic is vital for organizations. At present, with regard to the new concept of quality, the quality strategy and strategy quality are considered crucial and modern managerial issues for competition and the success of every organization. There have been numerous definitions and descriptions of quality, but one of the most important problems of management is how this and other qualitative methods can become quantitative and thus be measurable. The fuzzy theory and logic has to some extent been able to solve this problem and formulate the qualitative methods with the help of linguistic variables, or the so-called natural language. The fuzzy logic, which has been interoduced to the field of science by Professor Lotfizadeh, has been of great assistance, especially to the organizational managers, by quantifying the qualitative issues and methods. In this study, we try to categorze quality with regard to the new concept of quality and its four indices: 1) Physical characteristics and condition, 2) Cost and Value, 3) on- time Delivery, 4) post-sale services, and by using MATLAB software. Finally, we offer an example for the better understanding of themodel.
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Christoph H. Loch, Stephen E. Chick, Arnd Huchzermeier,(2008), "Management Quality and Competitiveness", Springer- Verlay Berlin Heidelberg.
Chen, Guanrong and Pham, Trung Tat, (2001),"Introduction to Fuzzy Sets, Fuzzy Logic, and Fuzzy Control Systems".
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Ghasmnezhad Moghadam, N., & Bafande Z. (2008). Fuzzy Logic in Simple Language. Automotive Magazine, 119, (In Persian).
Ghasemnejad Moghaddam, N., & Baghayeinia, F. (2008). Fuzzy Logic. Quality Control Magazine, 24, (In Persian).
Jafar Nejad, A. (2006). Production and Operations Management. Tehran: Tehran University Press, (In Persian).
Kossmann, Mario,(2006), "Delivering excellent service quality in aviation", Published by Ashgate Publishing Limited.
Nephawe, Rendani,(2008), "The importance of employee involvement in Total Quality Management in South African companies, "University of Johannesburg.
Sivanandam, S. Sumathi and S. N. Deepa,(2007),"Introduction to Fuzzy Logic using Mahtab", Springer-Verlag Berlin Heidelberg.
Shehane Ronald, (2007), "Outsourcing Management-Implementing Quality and Performance Decision Support.
Taheri, S. M. (1999). Familiar with the Theory of Fuzzy Collections. Mashhad: Mashhad University, (In Persian).
Tavakoli, Gh. R. (2003). Efficiency and Effectiveness of Quality. Proponent of Excellence, (In Persian).
Pyzdek, Thoma and Keller, Paul A.,(2003), "Quality Engineering Handbook ", Second Edition.
Wilkinson Adrian & tom Redman & ed snape and mick marchington,(1998),"managing with total quality management", macmillan business.
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Azar, A., & Faraji, H. (2007). Fuzzy Management Science. Tehran: Mehrban Publication, (In Persian).
Brown, Stephen R. (2008), Total Quality Management the Time Has Come for Metallurgical Plants", Performance Associates International, Inc.
Charleson, W. L. B. (1998), Applied Statistical methods, Prentice Hall Inc., 1021P.
Christoph H. Loch, Stephen E. Chick, Arnd Huchzermeier,(2008), "Management Quality and Competitiveness", Springer- Verlay Berlin Heidelberg.
Chen, Guanrong and Pham, Trung Tat, (2001),"Introduction to Fuzzy Sets, Fuzzy Logic, and Fuzzy Control Systems".
David Hoyle,(2009),"ISO 9000 Quality Systems Handbook", completely revised in response to ISO 9000:2000.
Farzadi, F., & Maftoon, F. (2002). Quality Management: Philosophy and the Course of Evolution. Quarterly Journal, 2, (In Persian).
Feghahi Farahmand, N. (2005). Strategic Management of Organization. Tabriz: Foruzesh Publication, (In Persian).
Feghahi Farahmand, N. (2002). Dynamic Organizational Management. Tabriz: Foruzesh Publication, (In Persian).
Garvin David a.,(1988), "managing quality", Harvard business school.
Gary Gory. B., & Hoot, Ch. (1995). Basics of Quality Control, Guarantee, Management. Najaf Abad: Islamic Azad University Publication, (In Persian).
Ghasmnezhad Moghaddam, N. (2007). Knowledge Management, the Code of Organizational Sustainability in a New Age. National Conference on Modern Management, University of Anar, (In Persian).
Ghasmnezhad Moghadam, N., & Bafande Z. (2008). Fuzzy Logic in Simple Language. Automotive Magazine, 119, (In Persian).
Ghasemnejad Moghaddam, N., & Baghayeinia, F. (2008). Fuzzy Logic. Quality Control Magazine, 24, (In Persian).
Jafar Nejad, A. (2006). Production and Operations Management. Tehran: Tehran University Press, (In Persian).
Kossmann, Mario,(2006), "Delivering excellent service quality in aviation", Published by Ashgate Publishing Limited.
Nephawe, Rendani,(2008), "The importance of employee involvement in Total Quality Management in South African companies, "University of Johannesburg.
Sivanandam, S. Sumathi and S. N. Deepa,(2007),"Introduction to Fuzzy Logic using Mahtab", Springer-Verlag Berlin Heidelberg.
Shehane Ronald, (2007), "Outsourcing Management-Implementing Quality and Performance Decision Support.
Taheri, S. M. (1999). Familiar with the Theory of Fuzzy Collections. Mashhad: Mashhad University, (In Persian).
Tavakoli, Gh. R. (2003). Efficiency and Effectiveness of Quality. Proponent of Excellence, (In Persian).
Pyzdek, Thoma and Keller, Paul A.,(2003), "Quality Engineering Handbook ", Second Edition.
Wilkinson Adrian & tom Redman & ed snape and mick marchington,(1998),"managing with total quality management", macmillan business.