A Fuzzy Multi-Layer Assessment Method for EFQM

Publication Type:
Journal Article
Citation:
IEEE Transactions on Fuzzy Systems, 2018
Issue Date:
2018-01-01
Filename Description Size
IEEE+TFS+2018.pdfAccepted Manuscript1.04 MB
Adobe PDF
Full metadata record
IEEE Although the European Foundation for Quality Management (EFQM) is one of the best-known business excellence frameworks, its inherent self-assessment approaches have several limitations. A critical review of self-assessment models reveals that most models are ambiguous and limited to precise data. In addition, the impact of expert knowledge on scoring is overly subjective, and most methodologies assume the relationships between variables are linear. This paper presents a new fuzzy multi-layer assessment method that relies on fuzzy inference systems (FISs) to accommodate imprecise data and varying assessor experiences to overcome uncertainty and complexity in the EFQM model. The method was implemented, tested, and verified under real conditions in a regional electricity company. The case was assessed by internal company experts and external assessors from an EFQM business excellence organization, and the model was implemented using Matlab software. When comparing the classical model with the new model, assessors and experts favored outputs from the new model.
Please use this identifier to cite or link to this item: