www.tjprc.org SCOPUS Indexed Journal editor@tjprc.org PERFORMANCE MEASUREMENT OF TQM USING INTEGRATED FUZZY-AHP RAKESH KUMAR & R.S. MISHRA Delhi Technological University, Delhi-110042 ABSTRACT Performance measurement is regarded as one of the most important and critical tasks in the course of any organization. Measuring performance is the assessment of the possible impact that a proposed plan or project may have on the organizational system, together consisting of the financial, non-financial and operational aspects. The aim of this paper is to propose a performance measurement methodology based on an integrated Fuzzy-AHP approach in the context of total quality management (TQM). In the proposed methodology the criteria weights are generated by a fuzzy-AHP procedure. The fuzzy set theory is a perfect means for modeling uncertainty or imprecision arising from human mental phenomena. The usage of fuzzy sets in describing uncertainties and vagueness in different critical success factors of TQM simplifies the complex structure of performance assessment. KEYWORDS: Performance Measurement, TQM, Multicriteria, Fuzzy, AHP Received: Jun 08, 2020; Accepted: Jun 28, 2020; Published: Sep 01, 2020; Paper Id.: IJMPERDJUN20201008 INTRODUCTION Performance measurement often has to deal with latent variables which were difficult to identify and define also components that may involve both quantitative and qualitative factors. Performance measurement is a complex task not only because of its wide scope but also because of the wide range of attributes that bear on its assessment, Kumar, R. et al. (2019).In terms of scope, an assessment may cover subjective and vague decisions that may affect various interest groups or stakeholders each with their own demands and needs. In view of these difficulties, methods based on fuzzy logic may be quite useful in undertaking difficult assessment procedures. The fuzzy set theory was introduced by Zadeh (1965) to express the linguistic terms in decision-making process in order to resolve the vagueness, ambiguity and subjectivity of human judgment. A fuzzy method stands very helpful to tackle precisely with complex and ill-defined performance measurement decision making problems. Very few organizations categorized themselves as having fairly TQM-driven performance management system, they were quite positive – if not yet revealing conclusive evidence – of understanding the influence of system factors on individual performance in a quality-driven context, Soltani,E. et al. (2005).G. G. Dess et al. (1984) addressed in his research that research which incorporates organizational performance (OP) must address two basic issues: (1) selection of a conceptual framework from which to define OP and (2) identification of accurate, available measures that operationalize OP. In addition, collecting data and information to coordinate and support the procedure of taking action and making decisions throughout the organization is the reason for performance measurement (Van Schalkwyk, 1998). The subsystems like Just-in-Time (JIT), Total Productivity System (TPS), Total Productive Maintenance (TPM), Supply Chain Management (SCM), Lean Manufacturing (LM) System and many more were incorporated to the organizational system as per their fit to achieve the benchmarked performance or the targeted level of Original Article International Journal of Mechanical and Production Engineering Research and Development (IJMPERD) ISSN(P): 2249–6890; ISSN(E): 2249–8001 Vol. 10, Issue 3, Jun 2020, 10543–10562 © TJPRC Pvt. Ltd.