A fuzzy evaluation of projects for business processes’ quality improvement

Abstract

© Springer International Publishing Switzerland 2015. Business process improvement is essential for success of enterprises according to the quality philosophy and ISO 9000:2008. On the way to achieving this goal, a very successful approach is the employment of quality improvement projects. This chapter proposes a model for evaluation of projects for business process quality improvement. The performances of the treated type of projects are analyzed in the scope of standard ISO 215000:2015 and the results of good practice. An arranged pair (relative importance, value) is associated to each performance. The relative importance of project performances is assessed on the basis of experts’ judgments from the manufacturing industry and they are introduced by linguistic expressions which are close to human thinking. The values of project performances are determined by measurement or they are based on assessment by a project management team. Modeling of linguistic expressions is performed by fuzzy sets theory. The relative importance of each pair of business processes and project performances is determined on the level of the treated specimen of enterprises. The total score of the project is determined by using fuzzy logic. The model for evaluation of projects for business process quality improvement is verified through a case study example.