A novel assessment approach to EFQM driven institutionalization using integrated fuzzy multi-criteria decision-making methods

Abstract

It is becoming increasingly difficult for enterprises to survive under competitive conditions. Enterprises with high levels of institutionalization are able to survive and reap more advantages than their competitors. Excellence models are widespread tools for measuring the degree of institutionalization of enterprises. In this study, European Foundation for Quality Management (EFQM) criteria are evaluated with fuzzy multi-criteria decision-making techniques. The fuzzy DEMATEL method is used to determine the interactions amongst the main EFQM criteria. According to the relationship diagram obtained from the Fuzzy DEMATEL method, the weights of the subcriteria are calculated according to the expert evaluations using fuzzy analytic network process method. The criterion Business Results has been determined to be the most important criterion. The weights of the criteria are taken as input for the VIKOR method. Then, the institutionalization levels of six institutions, previously evaluated by EFQM, are reevaluated by the proposed approach. As a result, institutions A, B, E, and F achieve Excellence Award, while institutions C and D are assessed to deserve the 4-star competency certificate. The institutional scores obtained by the proposed method and the scores given by the EFQM evaluators are statistically analyzed to demonstrate that the proposed method has produced meaningful results. (C) 2020 Sharif University of Technology. All rights reserved.