A fuzzy model for evaluation of total quality management

Describes an application of fuzzy set theory to real problems. The problems we study refer to concepts, policies, strategies and techniques of total quality management used in industrial enterprises and also service companies. More specifically, the 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