Using Analytic Hierarchy Process in Identification of Total Quality Management Implementation Critical Success Factors in Automotive Spare Parts Suppliers Performance in Palestine رسالة ماجستير

Abstract

The automotive industry has remarkable position in Palestinian economy; therefore, the automotive spare parts organizations seek for continuous improvement methods to increase their market share and achieve customer satisfaction. Total Quality Management (TQM) is considered to be one of the proved methods that achieve the organization’s goals, the benefits of implementing the TQM practices in the auto spare parts organizations and the TQM success factors are well published in the literature review. However, rarely empirical studies are known about implementing the TQM critical success factors in the Palestinian automotive spare parts companies. This study assesses the implementation TQM practices in Palestinian automotive spare parts and their impact on their suppliers’ performance to achieve this objective, relevant data on TQM critical success factors have been collected from a sample of 33 local automotive spare parts companies. The Analytic Hierarchy Process (AHP) method has been applied to categorize the TQM success factors that defined by literature and TQM experts. Expert Choice software was used to analyze the collected data. Depending on the analysis performed, the study represented several essential results which are, Internal environment, top management involvement, process management, supplier relationship management, and external environment, are factors that assigned to be critical for implementing the TQM approach, nine factors prioritized as important and five other factors are categorized as minor importance factors. According to the findings, conceptual framework for the TQM success factors was developed, moreover, challenges that face the automotive spare parts organizations in Palestine were defined, such as limited resources of TQM practices, political and economic instability. Several recommendations have been reached, includes the encouragement of automotive spare parts suppliers to pay more attention to their VI internal and external environment, appointing TQM consultant, and conducting more trainings of TQM practices and success factors and their impact on the suppliers’ performance. Finally, the study clarified the limitations of research work like, the limited awareness of TQM approach by respondents, and the data collected from the spare parts suppliers’ manager’s opinions, where it can be more efficient to collect more data form other stakeholders like suppliers, manufacturers and end customers.