IDEAS home Printed from https://ideas.repec.org/a/auv/jijmdp/v31y2018i2p91-110.html
   My bibliography  Save this article

Evaluating the Criteria for Meeting Customer Expectations at the Total Quality Management Level, Using System Dynamics Approach (in Persian)

Author

Listed:
  • Dehghan Dehnavi, Hasan

    (Department of Industrial Management, Islamic Azad University)

  • Delshad, Zahra

    (Department of Industrial Management, Islamic Azad University, Yazd Branch, Yazd)

Abstract

Success of total quality management is associated with the ability to learn, absorb, adapt and implement changes in organizational attitudes and to integrate them into the organization. The purpose of this study is to investigate and improve some undesirable behaviors against customer-oriented total quality, using system dynamics approach. After reviewing the theoretical literature and conducting a survey with a number of experts, the criteria for customer expectations were identified. Simulation was started by providing dynamic hypotheses and following that, causal circles, flow diagrams, and mathematical equations were completed. Using the Vensim software and dynamics model, a way was provided to discover the relationships among the factors associated with customer expectations. The results of this research can be used only by industries intending to plan for meeting the expectations of customers at the total quality management level.

Suggested Citation

  • Dehghan Dehnavi, Hasan & Delshad, Zahra, 2018. "Evaluating the Criteria for Meeting Customer Expectations at the Total Quality Management Level, Using System Dynamics Approach (in Persian)," Management and Development Process Quarterly (٠صلنامه ٠رایند مدیریت Ùˆ توسعه), Institute for Management and Planning studies, vol. 31(2), pages 91-110, September.
    • Handle: RePEc:auv:jijmdp:v:31:y:2018:i:2:p:91-110
    as

    Download full text from publisher

    File URL: http://jmdp.ir/article-1-3117-en.pdf
    Download Restriction: no
    File URL: http://jmdp.ir/article-1-3117-en.html
    Download Restriction: no
    File URL: http://jmdp.ir/article-1-3117-fa.html
    Download Restriction: no
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:auv:jijmdp:v:31:y:2018:i:2:p:91-110. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Nahid Jebeli (email available below). General contact details of provider: https://edirc.repec.org/data/irpdair.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.