Quality improvement pilot program selection based on dynamic hybrid MCDM approach

Purpose: Driven by motivation of quality enhancement and brand reputation promotion, automotive industries try to improve product quality and customer satisfaction by performing quality pilot programs continuously. The purpose of this paper is to develop a dynamic model to select the improvement quality pilot program from competitive candidates based on dynamic customers’ feedback. Design/methodology/approach: An extended dynamic multi-criteria decision-making method is developed by embedding dynamic triangular fuzzy weighting average operators into fuzzy VlseKriterijumska Optimizacija I Kompromisno Resenje (VIKOR) method, and the novel evaluation indicator “ζ” is introduced to reflect prioritization performance. Findings: The two evaluation indicators (Q and “ζ” ) assist quality managers to identify the best program with respect to multiple conflicting criteria and the best choice based on these two indexes shows high conformity. Besides, ranking sequences obtained by “ζ” can avoid the dilemma that there are several candidates with top priority calculated by comprehensive group utility value Q. Practical implications: The dynamic MCDM method has been applied into the quality improvement procedure in Chinese domestic auto factories and contributes to highly efficient promotion. Originality/value: Few dynamic models on pilot program selection for quality improvement based on dynamic customers’ feedback, this study deals with the dynamic promotion by an extended fuzzy VIKOR method and presents a case application.