Classification of product quality with multiple criteria decision making: an example of furniture industry

When the critical success factors for a company operating in the furniture sector are weighted and their scores are analyzed; The most critical factor is determined as of quality, and a selected product group is considered in line with this factor. The study aims to classify the final product concerning quality in the selected product group. Observation of parameters affecting the separation of the selected product as first and second quality; The main steps of the study are the determination of the reasons of the products separated as second quality and classification of these reasons according to their importance levels by taking into account the after-sales service and customer complaints. In order to determine the importance levels of the products identified as second quality, Analytical Hierarchy Process (AHP) method which is one of the multi-criteria decision-making techniques has been used. Then, which type of error is encountered most in the second quality products, how to determine the root cause of these errors, how the faulty products can contribute positively to the business, what needs to be done to minimize the margin of error and thus the efficient use of raw materials can be maintained. Results provide that the firms operating in the field of furniture will guide the work done in order to provide maximum satisfaction to the customer/operation