اولویت‌بندی عوامل کلیدی موفقیت در TQM برای کاهش شکاف عملکردی با استفاده از AHP فازی؛ مطالعة موردی: یک شرکت صنعتی

آذر، عادل؛ فرجی، حجت (1381)، علم مدیریت فازی، تهران: اجتماع، چ1.

آقایی، عبدالله (1379)، «مدیریت کیفیت جامع: ریشه‌یابی واژه، تاریخچه، تعاریف و مفاهیم»، ماهنامة استاندارد، شمارة 112.

رستمی، محمود (1381)، «ارزیابی عوامل بحرانی موفقیت مدیریت کیفیت فراگیر موردکاوی: شرکت صنایع مخابرات صا ایران»، پایان‌نامة کارشناسی ارشد، تهران: دانشگاه تربیت مدرس.

ریاحی، بهروز (1381)، مدیریت کیفیت جامع در بخش عمومی (دولت)، تهران: مرکز آموزش و تحقیقات صنعتی ایران، چ1.

سرمد، زهره؛ بازرگان، عباس و حجازی، الهه (1385)، روش‌های تحقیق در علوم رفتاری، تهران: آگاه، چ12.

شیشه‌بری، داوود و حجازی، سیدرضا (1389)، «به‌کارگیری تکنیک فرآیند سلسله مراتبی فازی با هدف انتخاب کاراترین روش ارتقاء بهره‌وری»، نشریة تخصصی گروه مهندسی صنایع دانشگاه تهران، دورة 43، شمارة 1.

کاظمی، مصطفی؛ هوشیار، وجیهه (1381)، «مروری بر اصول مدیریت کیفیت جامع از دیدگاه صاحب‌نظران»، ماهنامة کنترل کیفیت، شمارة 36.

گلدرات، الیاهو (1385)، زنجیر بحرانی، ترجمة داریوش نقشینه و نوشین آشوری، تهران: آوین، چ1.

محمدی، علی و شغلی، علی رضا (1385)، «شکاف بین انتظارات و ادراک کارکنان در مورد مؤلفه‌های مدیریت کیفیت فراگیر، در بیمارستان‌های استان زنجان»، مجلة علمی پژوهشی دانشگاه علوم پزشکی زنجان، دورة 14، شمارة 54.

Antony, J., Leung, K., Knowles, G. & Gosh, S., (2002), "Critical success factors of TQM implementation in Hong Kong industries", International Journal of Quality and Reliability Management, Vol. 19 No. 5

Awan H.M., Bhatti M.I., Bukhari K., Qureshi M.A. & Qureshi, M.A.,  (2008), "Critical Success Factors of TQM: Impact on Business Performance of Manufacturing Sector in Pakistan", International Journal of Business and Management Science, Vol. 1, No. 2

Baidoun, S., (2004), "Towards an Index of Comparative Criticality: An Empirical Study of TQM Implementation in Palestinian Industry", Total Quality Management, Vol. 15, No. 1

Bayraktar E., Tatoglu E. & Zaim S. (2008), “An instrument for measuring the critical factors of TQM in Turkish higher education”, Total Quality Management, Vol. 19, No. 6

Chin K.S., Pun K.F., Xu Y. & Chan J.S.F. (2002), "An AHP based study of critical factors for TQM implementation in Shanghai manufacturing industries", Technovation, No, 22

Crosby., PB, (1984), Quality without Tears, McGraw Hill, New York

Das A., Paul H. & Swierczek F.W. (2008), “Developing and validating total quality management (TQM) constructs in the context of Thailand’s manufacturing industry”, Benchmarking: An International Journal, Vol. 15 No. 1

Deming, E., (1982), Out of the Crisis, Cambridge University Pres. Cambridge, UK.

Deng, H., (1999), "Multi criteria analysis with fuzzy pair wise comparison", International Journal of Approximate Reasoning, No. 21

Fuentes, M.M.F., Saez, C.A.A. &  Montes, F.J.L., (2004), "The impact of environmental characteristics on TQM principles and organizational performance", Omega, No. 32

Grover, S., Agrawal, V.P. & Khan, I.A., (2004), "A digraph approach to TQM evaluation of an industry", International Journal of Production Research, Vol. 42, No. 19

Id, (2006), "Role of human factors in TQM: a graph theoretic approach", Benchmarking: An International Journal, Vol. 13, No. 4        

Jain, K.C., (2000), "Quality Assurance and TQM", Dehli, Khanna

Ju, T.L., Lin, B., Lin, C. & Kuo, H.J., (2006), "TQM Critical Factors and KM Value Chain Activities", Total Quality Management, Vol. 17, No. 3

Jun, M., Cai, S. & Peterson, R.T., (2004), "Obstacles to TQM Implementation in Mexico’s Maquiladora Industry", Total Quality Management, Vol. 15, No. 1

Juran.J M. & Gryna. FM, (1988), Quality Control Handbook. 4th edition. McGraw Hill, New YorkFor quality management research and an associated measurement instrument. Journal of Operations Management

Karuppusami G. & Gandhinathan R. (2007), “Web-based Measurement of the Level of Implementation of TQM in Indian Industries”, Total Quality Management, Vol. 18, No. 4

Kerstin, C., (2001), Delphi method, Fraunhofer Institute for Systems and Innovation Research, Germany.

Llusar, J.C.B., Tena, A.B.E., Puig, V.R. & Martı´n, I.B., (2009), "An empirical assessment of the EFQM Excellence Model: Evaluation as a TQM framework relative to the MBNQA Model", Journal of Operations Management, No. 27

Longenecker, C.O. & Scazzero, J.A., (1993), "Creating a climate for quality", Supervision, Vol. 54, No. 1

Metri, B.A., (2005), "TQM Critical Success Factors for construction firms", Management, Vol. 10

Motwani, J., (2001), "Measuring critical factors of TQM", Measuring Business Excellence, Vol. 5, No. 2

Park B.G., (1997), TQM operation in public organization: Empirical assessment of Critical Success Factors, A dissertation in the university of Nebraska.

Pun, K.F., (2001), "Cultural influences on total quality management adoption in Chinese enterprises: an empirical study", Total Quality Management, Vol. 12, No. 3

Rahman, S. & Bullock, P., (2005), "Soft TQM, hard TQM, and organizational performance relationships: an empirical investigation", Omega, No. 33

Rao, S., Subba, T., Ragu-Nathan, S., Solis, L.E., (1997), "Does ISO 9000 have an effect on quality management practices? An international empirical study", Total Quality Management, Vol. 8, No. 6

Sahney, S., Banwet, D.K & Karunes S., (2004), "Conceptualizing total quality management in higher education", the TQM Magazine, vol. 16, No. 2

Salaheldin I., (2009), "Critical success factors for TQM implementation and their impact on performance of SMEs", International Journal of Productivity and Performance Management, Vol. 58, No. 3

Id & Mukhalalati B., (2009), "The Implementation of TQM in the Qatari Healthcare Sector", Journal of Accounting – Business & Management, vol. 16, No. 2

Sinclair, D. & Zairi, M., (1995), "Performance measurement as an obstacle to TQM", The TQM Magazine, Vol. 7, No, 3

Sirvanci, M.B., (2004), "TQM implementation: critical issues for TQM implementation in higher education", the TQM Magazine, vol. 16, No. 6

Tamimi, N., (1998), "A second-order factor analysis of critical TQM factors", International Journal of Quality Science, Vol. 3 No. 1

Tari, J.J., Molina, J.F. & Castejo´n, J.L., (2007), "The relationship between quality management practices and their effects on quality outcomes", European Journal of Operational Research 183

Wali, A.A., Deshmukh, S.G. & Gupta, A.D., (2003), "Critical success factors of TQM: a select study of Indian organizations", Production planning & control, Vol. 14, No.1

Warwood S.J. & Roberts P.A.B., (2004), “A Survey of TQM Success Factors in the UK”, Total Quality Management, Vol. 15, No. 8

Ying, H. & Chang, L.J., (2009), "A Fuzzy-AHP Based Innovation Ability Evaluation System for Small and Medium Sized Enterprise Clusters", International Conference of Information Management, Innovation Management and Industrial Engineering