سیستم بازخورد سلسله مراتبی شبکه ای برای دانشگاه های تایوانی و بر اساس ادغام مدیریت کیفیت جامع و نوآوری

An increasing number of Taiwanese universities are improving operational performance through innovation and total quality management (TQM). In addition, the National Quality Award (NQA), which is based on TQM, is now used to evaluate quality performance in various industries in Taiwan. Thus, several models for performance measurement have been proposed in recent years. However, these models do not take into account several features germane to performance within the Taiwanese university system, such as characteristics unique to the integration of TQM and innovation, comprehensive focuses in operational performance improvement across different types of universities, and interrelations among the different variables used to measure performance. Thus, precisely measuring and improving operation performance has proven to be a difficult task. The aim of this paper is to construct a network hierarchical feedback system (NHFS) based on the integration of TQM and innovation to overcome these problems. To that end, we adopted a decision-making trial and evaluation laboratory (DEMATEL) method to address the complex, interdependent relationships among the variables and thereby construct a relation structure among the measurement criteria for evaluation purposes. A fuzzy analytic network process (FANP) is employed to overcome the problem of dependence and feedback among each of the TQM measurement criteria. A fuzzy analytic hierarchical process (FAHP) is used to evaluate the measurement criteria for innovation performance. Lastly, a gray relational analysis (GRA) is utilized to find optimal alternatives. The value of this study comes from providing all types of universities in Taiwan the most complete evaluation system of operational performance, as well as opportunities to realize improved competitive advantages and enhanced prospects for survival.

A country's higher education system fosters high-tech talent, which is the key contributor to rising national quality and one of the main ways to upgrade national competitiveness [21] and [39]. Based on records from the Taiwanese Ministry of Education in Taiwan, the number of universities in Taiwan has increased to 157 and continues to rise [40]. These universities’ levels of quality and operational performance, however, have not increased equally across the board [47]. In addition, with birth rates continuously dropping, the number of universities increasing, and Taiwan joining the World Trade Organization (WTO), the competitive advantages of a strong university system have decreased drastically [10]. Thus, these problems are serious issues for both governments and universities [17]. The main method of improving and measuring the operational performance of universities involves measuring innovation performance [8] and total quality management (TQM) performance. These two factors have gained significant attention in recent years in Taiwan. A growing number of studies have started to develop separate models for measuring innovation and TQM. However, we argue that a model that addresses both TQM and innovation is necessary for Taiwanese universities to gain competitive advantages and thereby ensure their future survival. In this paper, we propose a measurement system for Taiwanese universities based on the integration of TQM and innovation. Although the criteria used for the measurement of TQM [34] and [43] and innovation [8] are numerous, these criteria seem to ignore the characteristics unique to the integration of TQM and innovation. In addition, Taiwanese universities can be categorized into three main types: the research-intensive university (RU), the teaching-intensive university (TU), and the professional-intensive university (PU). Another university type, the education-in-practice-intensive university (EIPU), has recently emerged. It focuses on operations performance improvement while conducting TQM and innovation independently from one another [9]. In addition, the measurement criteria proposed in the literature are assumed to be independent of each other, even though this separation does not reflect real world circumstances [38]. To maximize the evaluation and improvement of operational performance in Taiwanese universities, measurement criteria must consider characteristics related to the integration of TQM and innovation, the comprehensive focuses across the four types of universities in terms of operational performance, and the interrelationships among the criteria. To overcome these problems and construct a useful model, a decision-making trial and evaluation laboratory (DEMATEL) method is used to address the complex interdependent relationships of TQM and to construct a relation structure that includes the measurement criteria for evaluation purposes. A fuzzy analytic network process (FANP) is employed to overcome the problems of dependence between and feedback among TQM measurement criteria. A fuzzy analytic hierarchical process (FAHP) is used to evaluate the measurement criteria for innovation performance based on the effects of TQM criteria. The FANP and FAHP methods are widely used for multiple-criteria decision making, and the practical applications reported in the literature have demonstrated related advantages with regard to handling unquantifiable/qualitative criteria and obtaining reliable results [6], [7] and [8]. Finally, gray relational analysis (GRA) is utilized to find optimal alternatives based on weights of innovation criteria. Unlike the overly subjective nature of the simple average weighted method (SAW), the GRA method has been adopted largely due to its proficiency in uncertainty information management and its simple calculations [53]. Hence, we combine the DEMATEL, the fuzzy ANP, the fuzzy AHP and the GRA approaches to construct a network hierarchical feedback system (NHFS) based on the integration of TQM and innovation. The remainder of this paper is organized as follows. An overview of total quality management and innovation is discussed in Section 2. Research methods are proposed in Section 3. Our empirical study is detailed in Section 4. Conclusions are discussed in the last section.

With universities facing numerous sources of pressure, such as a dropping birthrate, an increase in the number of universities, the recently granted membership of Taiwan in the WTO, and the current economic recession, a growing number of universities are trying to maximize TQM and innovation performance to gain competitive advantages and enhance their chances for future survival. Although various criteria have been widely proposed, the following factors have not been considered: the characteristics specific to the integration of TQM and innovation, the comprehensive focuses with regard to operational performance across the four university types, and the interrelationships among the criteria. In this paper, a network hierarchical feedback system (NHFS) based on the integration of TQM and innovation is proposed to overcome these issues. Given our system, we conclude that a NHFS can provide guidance to universities in Taiwan to maximize operational performance evaluation and improvement, thereby allowing these universities to gain competitive advantages and enhance their chances of future survival. Because this is a novel system, future research could empirically discuss the (potential) impact of the proposed system for the Taiwanese university system. In addition, because the TQM criteria and innovation indices can change over time to fit the needs of the higher education marketplace, future research is also encouraged to explore how the results may change if some criteria or indices vary. Future research should also explore solutions to the problems that will occur because of such changes.