Indicators for TQM 4.0 model: Delphi Method and Analytic Hierarchy Process (AHP) analysis

Abstract

Anchoring on Socio-technical system (STS) theory, this study applied Delphi and analytic hierarchy process (AHP) techniques to explore the key factors and specific indicators of the TQM 4.0 model implementation in manufacturing enterprises. An analysis of two Delphi rounds through experts who are academia, consultants, and production/quality supervisors/managers found ten factors and 41 indicators. In the third round, the study weighted the importance of each factor and indicator through an analysis of the AHP technique. The research suggested that social factors were more important than technical factors. Importantly, the findings indicated three key factors of the TQM 4.0 model, including top management, quality culture 4.0, and integrating sustainable development. Furthermore, the study revealed that top management commitment, quality-driven mindfulness, and employee empowerment were specified as the most critical indicators of the TQM 4.0 model. Results could be valuable for both researchers and practitioners in assessing TQM 4.0 implementation in the manufacturing sector in the future. © 2022 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group.