Selection of TQM pilot projects using an MCDM approach

Total quality management (TQM) has been perceived as a competitive strategy to improve continually the quality of products and processes. However, the initial stages of TQM implementation may encounter major problems owing to misplaced efforts. The extent to which TQM is successful in an organization is determined by the initial impact of TQM efforts. Experts like Juran have suggested an incremental approach to TQM introduction, stressing pilot projects in some business units/areas of an organization. Presents a multiple‐criteria decision‐making (MCDM)model using the analytical hierarchy process (AHP) technique to identify and select key pilot TQM projects, and discusses model development and implementation issues. Illustrates the general applicability of this model by applying it to a hospital environment. Such an approach should help an organization to prioritize and enhance the returns from TQM efforts. Carefully selected projects will help to improve organizational acceptance of TQM efforts and overcome the gradually emerging criticism that the TQM approach is too general, without any focus on specific returns.