BULANIK ANALİTİK HİYERARŞİ SÜRECİ YAKLAŞIMI İLE TOPLAM KALİTE YÖNETİMİ (TKY) UYGULAMALARINDA KRİTİK BAŞARI FAKTÖRLERİNİN ÖNEM DERECESİNİN BELİRLENMESİ

The purpose of this paper is to determine the priorities of total quality management (tqm) practices that include leadership, employee involvement, customer/supplier relationship, product/process management and strategic planning activities that lead to improve customer service levels and business performance of manufacturing firms. for this purpose, tqm practices are decomposed into four groups as system and techniques, culture and human, development of strategy and politics and customers and then they are established as hierarchical structure. the development of hierarchical structure for the proposed framework is evaluated by using fuzzy ahp methodology. therefore, this paper prioritizes and then ranks the criteria that influence the success of tqm practices by applying fuzzy ahp methodology. our study showed that the group of culture and human are the most important criteria for the tqm practices. in addition, process control and development under the system and techniques main criteria group, employee involvement under the culture and human group, strategic planning under the development of strategy and politics group and customer focus under the customer main group are the most important criteria found in tqm practices.