ارایه چارچوبی برای ارزیابی و تکامل مدیریت کیفیت جامع با رویکرد پویایی شناسی سیستم های فازی (مورد مطالعه: شرکت تولیدی اخشان شیراز)

نوع مقاله : مقاله پژوهشی

نویسندگان

1 گروه مدیریت، دانشکده علوم اداری و اقتصادی، دانشگاه فردوسی مشهد، مشهد، ایران

2 گروه مدیریت، دانشکده علوم اداری و اقتصادی، دانشگاه فردوسی مشهد، مشهد ، ایران

3 گروه مدیریت دانشکده اقتصاد و علوم اداری دانشگاه فردوسی مشهد ایران

10.22034/jsqm.2021.275644.1318

چکیده

امروزه سازمان‌ها در اثر موج رقابت جهانی و انتظارات روزافزون مشتریان بایستی به سمت بهبود مداوم و  افزایش کیفیت حرکت کنند. مدیریت کیفیت جامع به‌عنوان یک فلسفه مدیریتی با نگاه سیستمی به تحقق این هدف کمک می‌کند. سازمان‌ها برای ارزیابی و تکامل مدیریت کیفیت جامع بایستی به‌طور مستمر چگونگی تعامل میان عوامل کلیدی موفقیت و نتایج آن را تحلیل کنند. مطالعات نشان می­دهد، روشی سازمان‌یافته که بتواند ضمن غلبه بر پیچیدگی­های موضوع، به مدیران در جهت انتخاب بهترین سیاست‌ها کمک کند، وجود ندارد. پژوهش حاضر با تلفیق تکنیک‌های دیمتل فازی، تحلیل شبکه‌ای فازی، سیستم استنتاج فازی و پویایی‌شناسی سیستم‌ها، چارچوبی را برای تحقق این هدف ایجاد کرده و در شرکت تولیدی اخشان شیراز موردمطالعه قرار داده است. روابط میان عناصر مدل به کمک روش دیمتل فازی و معادلات ریاضی بین آن‌ها به دلیل ابهام زبانی متغیرها به کمک سیستم استنتاج فازی استخراج شد. به‌منظور جمع‌آوری داده‌ها از پرسشنامه‌های محقق ساخته مبتنی بر روش‌های به‌کاررفته در مدل استفاده شد که توسط هفت نفر از خبرگان شرکت اخشان تکمیل گردید. داده‌ها با نرم‌افزار ونسیم تحلیل شدند. نتایج شبیه‌سازی نشان می‌دهد که تلاش بیشتر برای بهبود عوامل تعهد رهبری و حمایت مدیریت ارشد، بهبود مداوم و تمرکز بر مشتری تأثیرات بیشتری بر ارتقا شاخص مدیریت کیفیت جامع دارد. نتایج هم‌چنین نشان می‌دهد که هرچند درمجموع تأثیرگذاری تلاش بیشتر برای بهبود عوامل نرم بر شتاب بلوغ مدیریت کیفیت جامع بیشتر است، اما در این مسیر نمی‌توان از اهمیت بعضی از عوامل سخت، بخصوص بهبود مداوم چشم‌پوشی کرد.

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