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This paper is aimed at utilizing a hybrid multi-criteria decision making (MCDM) model for selecting a supplier. First, eight evaluation criteria, including cost, quality, distance, delivery reliability, reputation, technology level, compatibility and development ability are identified. The A nalytic H ierarchical P rocess (AHP) is initially used for calculating the weight of each criterion. The CO mplex PR oportional AS sessment of alternatives to G rey relations (COPRAS-G method) is adopted for ranking and selecting suppliers. In order to illustrate the functional ability of the developed model, Kalleh Company is chosen as a case study and can be used as a pattern for supplier selection and future researches.

This study explores the weakest total quality management dimensions and defines the critical quality indicators for Taiwanese universities using a hybrid model using importance -performance analysis (IPA) and a fuzzy analytic hierarchy process (FAHP). IPA and FAHP are measured using the average value, while the FAHP is also measured using a five-point linguistic variable scale. Consistent with the literature, R&D, innovation, human resource, and knowledge management are weak quality dimensions requiring attention. However, different from contemporary research, leadership, the development of customers and markets, process management, and quality information regarding operations were not identified as weakest quality dimensions.

An increasing number of Taiwanese universities are improving operational performance through innovation and total quality management (TQM). In addition, the National Quality Award (NQA), which is based on TQM, is now used to evaluate quality performance in various industries in Taiwan. Thus, several models for performance measurement have been proposed in recent years. However, these models do not take into account several features germane to performance within the Taiwanese university system, such as characteristics unique to the integration of TQM and innovation, comprehensive focuses in operational performance improvement across different types of universities, and interrelations among the different variables used to measure performance. Thus, precisely measuring and improving operation performance has proven to be a difficult task. The aim of this paper is to construct a network hierarchical feedback system (NHFS) based on the integration of TQM and innovation to overcome these problems. To that end, we adopted a decision-making trial and evaluation laboratory (DEMATEL) method to address the complex, interdependent relationships among the variables and thereby construct a relation structure among the measurement criteria for evaluation purposes. A fuzzy analytic network process (FANP) is employed to overcome the problem of dependence and feedback among each of the TQM measurement criteria. A fuzzy analytic hierarchical process (FAHP) is used to evaluate the measurement criteria for innovation performance. Lastly, a gray relational analysis (GRA) is utilized to find optimal alternatives. The value of this study comes from providing all types of universities in Taiwan the most complete evaluation system of operational performance, as well as opportunities to realize improved competitive advantages and enhanced prospects for survival.Keyword: Fuzzy analytical hierarchical process (FAHP); Fuzzy analytical network process (FANP); Decision-making trial and evaluation laboratory (DEMATEL); Gray relational analysis (GRA); Network hierarchical feedback system (NHFS)