Fuzzy set theory application to the total quality management: National Brazilian Quality Award

This paper describes an application of the fuzzy set theory to real problems. The problems we are studying here refer to concepts, policies, strategies and techniques of total quality management used in industrial enterprises and also service companies. More specifically, this paper focuses on the quality evaluation process applied in these institutions in order to verify, if the quality of their processes, products, services and general resources (mainly human resources) are reaching better levels. The paper utilizes parameters and criteria from the National Brazilian Quality Award as a reference. The obtained results show the theoretical and practical adjustment of fuzzy sets to the general quality evaluation model under study.