Relations Between Key Elements of Quality Management: A Dematel Method Approach

  • Stana Vasic
  • Milan Delic
  • Nebojsa Brkljac
  • Vijoleta Vrhovac
  • Marina ZizakovEmail author
Conference paper
Part of the Lecture Notes on Multidisciplinary Industrial Engineering book series (LNMUINEN)


This study investigates the nature of relationships between key factors of quality management. The study is based on a questionnaire. The research sample was consisted of respondents, from different management levels, within the public organisation, “Parking service”, from, Novi Sad, Serbia. The questionnaire was constructed based on theoretical assumptions and results of previous studies in the field, where key elements of quality management were considered, concerning their mutual relations. These key elements were brought together by the DEMATEL method, in order to identify intensity and interdependency between relevant connections [1]. Taking into account the study results, we argue that the basis for the successful establishment and implementation of an efficient and effective quality management system is strongly influenced by the competence of employees and their knowledge. Also, continuous involvement of employees enables continuous advancement and knowledge sharing and continuous acquisition of new skills, which, eventually, leads to the achievement of quality management goals.


Dematel Quality management TQM Influence Employee involvement 


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© Springer Nature Switzerland AG 2020

Authors and Affiliations

  1. 1.Faculty of Technical SciencesUniversity of Novi SadNovi SadSerbia

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