Evaluating the Performance of the Organization based on the Total Quality Management CSF s and Knowledge Management CSFs; The case of MSL company

Subject Areas : Organizations

Hadi Shirouyehzad ¹ (Department of Industrial Engineering, Najafabad Branch, Islamic Azad University, Najafabad, Iran)
Neda Irannejad ² (Department of Industrial Engineering, Najafabad Branch, Islamic Azad University, Najafabad, Iran.)
Arash Shahin ³ (Department of Management, University of Isfahan, Isfahan, Iran)

Received: 2023-10-12 Accepted : 2023-12-16 Published : 2023-12-22

Keywords: Total Quality Management, Importance-Performance Analysis, Critical Success Factors, Knowledge management, Data envelopment analysis,

Abstract :

This study aims to analyze and identify critical success factors of Total Quality Management (TQM) for evaluating organizational performance using a framework based on the Knowledge Management (KM) approach. Initially, the study determines the success factors of TQM and KM by reviewing research history, and then assesses the significance and performance of each factor through questionnaires. Data mining algorithms are used to cluster the factors, and a Data Envelopment Analysis (DEA) model is employed to evaluate the organizational performance by considering the success factors of KM as inputs and success factors of TQM as outputs. The Return-to-Scale (RTS) variable model is used to calculate the performance indicator for the organization. The study reveals that, while KM and TQM have some differences rooted in their distinct focus, they also have many similarities that can complement each other if properly planned.

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