aM.A student in Industrial Engineering, Amir kabir University
bMSc in Economic and Social Systems Engineering, Amir Kabir University
cMA. Student, production and operation Management, Shiraz University, Shiraz, Iran
dPhd candidate in Production Management, Tehran (Pardis Pharabi) University, Iran
Online published on 4 June, 2015.
Total Quality Management (TQM) is one of the most complete and efficient management philosophies which include quality and customer satisfaction in a proper manner. In todays world which national, regional and international competitions are very intense and intimate in one hand and changes in technology, market demand … are very quick from the other hand; analysis, accurate insight and proper implementation of issues such as TQM can be very problem solving. Hence, present paper is a prioritization of factors which are influential on establishing TQM (according to the background). After gathering comments by means of arithmetic mean, comments of each question have been combined and then influential components have been ranked using DEMATEL method. The results of study show that empowering employees in implementation of TQM and its cost are of the greatest importance.
Establishment of TQM, Influential factors, Banking industry, Bank Sepah
