Analysis of Critical Success Factors in Total Quality Management Practices Using the Fuzzy DEMATEL Method: An Application for SMEs

The aim of this study is to rank the importance levels of critical success factors (CSFs) that are effective in Total Quality Management (TQM) practices in Small and Medium-Sized Enterprises (SMEs), and to determine the cause-effect relationships among these factors. For this purpose, CSFs related to TQM practices were first identified through an extensive literature review and then finalized based on the opinions of quality management executives from 20 different SMEs operating in Turkey. These finalized factors were analyzed using the Fuzzy Decision-Making Trial and Evaluation Laboratory (Fuzzy DEMATEL) method. According to the results of the empirical case analysis, "Leadership and Support of Top Management" emerged as the factor with the highest level of interrelation with other criteria, while "Quality Management Activities of Suppliers" had the lowest level of interrelation. In terms of impact level “Quality management systems (ISO 9001)” was found to be the most influential factor. The findings provide valuable insights for both managers and academics in identifying and managing the critical success factors that influence the implementation of TQM in SMEs.