A novel assessment approach to EFQM driven institutionalization using integrated fuzzy multi-criteria decision-making methods

It is becoming increasingly difficult for enterprises to survive under competitive conditions. Enterprises with high levels of institutionalization are able to survive and benefit more advantages than their competitors. Excellence models are widespread tools for measuring the degree of institutionalization of enterprises. The importance of institutionalization has been increasingly considered in excellence models. EFQM (European Foundation for Quality Management) is a suitable tool to show how successful organizations are in terms of institutionalization. In this study, EFQM criteria are evaluated with fuzzy multi-criteria decision-making techniques. The fuzzy DEMATEL method is used to determine the interactions amongst main EFQM criteria. According to the relationship diagram obtained from the Fuzzy DEMATEL method, the weights of the sub criteria are calculated according to the expert evaluations using Fuzzy Analytic Network Process (FANP) method. The criterion “Business Results” has been determined to be the most important criteria. The criteria weights are taken as input for the VIKOR method. The institutional scores obtained by the proposed method, and the scores given by the EFQM evaluators to the institutions, are statistically analyzed to demonstrate that the proposed method has produced meaningful results.