Kalite yönetim sistemi olguluk ölçümü için bulanık mantık kalite fonksiyon dağılımı temelli bir yaklaşım

A quality management system (QMS) ensures that the activities carried out in the organizations are conducted in line with the pre-determined objectives. AS9100D quality management standard is the guideline document for establishing and operating the QMS in the aviation industry. After establishing a QMS, improvement needs arise later in the process. The effectiveness, performance, and maturity of this system should be measured to identify the issues that require improvement within the organization. This study aims to develop a quality management maturity measurement (QMMM) model suitable for an aviation organization. The quality function deployment (QFD) method is employed by determining the targets (WHATs) that the organization desires to accomplish and the enablers (HOWs) which are required for achieving determined targets. Additionally, as part of the measurement model, a set of questions grouped according to HOWs and to be answered by experts are prepared. After that, the relationship between WHATs and HOWs and the correlation between each HOWs are established by collecting data from expert judgments as linguistic variables. These linguistic variables which are demonstrated as fuzzy triangular numbers during fuzzy operations enable experts to be more flexible about their judgment. So, they can determine their decisions more naturally and accurately. Eventually, using relationship and correlation values with experts' answers, the maturity index for the organization's QMS is obtained. A case study that is performed in an aviation organization is also demonstrated in this study.