An application of fuzzy sets to process performance evaluation

The successfulness of total quality management is dependent on the initiative of employees to apply their problem solving techniques continuously. However, the performance evaluation is quite subjective since it relies on the individual judgements of supervisors who have different perceptions of the process performance. This paper presents a performance measurement system to determine the priority in execution of quality improvement according to the performances of processes. Using a model containing a set of strategy‐related performance measures, misdirection of implementation of improvement projects due to subjective evaluation of process performance can be reduced. A fuzzy set of quality measures is introduced to calculate numerical quality rating for processes. The model is simulated and experimented on with a conventional improvement implementation practice. It is expected that the proposed model is superior in the major competitive capabilities including quality, cost flexibility, delivery reliability and speed.