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Identifying Critical Success Factors of Total Quality Management via Comprehensive Assessment of Soft and Hard Factors by Jih Kuang Chen is a Business, Management and Accounting article available to read on EtoBox.

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## Purpose Effective total quality management (TQM) practices rely on the accurate classification of critical success factors (CSFs). The impact matrix cross-reference multiplication technique for classification (MICMAC) or/and fuzzy MICMAC (FMICMAC) can be used to identify key factors in the complex set. However, TQM includes both “hard” and “soft” factors, limiting application of the traditional MICMAC/FMICMAC method. ## Design/methodology/approach Previous literature on TQM was reviewed, CSFs were identified, and factors were sorted into soft and hard categories. The combined fuzzy integration and dual-aspect MICMAC (fuzzy dual-aspect MICMAC approach) was then applied to identify, cluster and prioritize the CSFs of TQM. ## Findings A total of 20 factors (10 soft and 10 hard) were identified and isolated to assess the manufacturing- and service-related TQM practices of the Pearl River Delta Region of China. Seven driver factors and one linkage factor emerged as the key CSFs that managers should prioritize. ## Research limitations/implications A major limitation of this study is the dependency of the results on the definitions of linguistic labels. If the linguistic definitions of

Who reads Identifying Critical Success Factors of Total Quality Management via Comprehensive Assessment of Soft and Hard Factors?

Author

Jih Kuang Chen

Publisher

Emerald

Published

2023

Field

Business, Management and Accounting (Social Sciences)