Background and Aims: Technological developments and competition in the banking industry can lead to challenges in the implementation of quality management policies. These developments require adapting the quality management system to the new needs and expectations of customers and the market, and if failure factors are not identified and resolved, service quality and customer satisfaction will decrease.
 Objective: This research was conducted with the aim of identifying the factors of failure to improve the capacity to implement quality management system policies in Refah Bank.
Materials and Methods: The present research is descriptive and analytical. The statistical population was made up of 15 professors of public administration and managers, experts and experts of Refah Bank with targeted sampling. Data collection tools were interviews and questionnaires, and fuzzy hierarchical analysis (FAHP) and fuzzy topsis (FTOPSIS) were used for data analysis.
Ethical Considerations: In this article, the originality of the texts, honesty and trustworthiness are respected.
Findings: 21 components were found as the failure factors of quality management system policies in Refah Bank. The most important and highest criterion is related to defects in planning and allocation of resources, defects in communication and coordination, and lack of skills and expertise of managers and employees in implementing policies. Also, 12 factors were identified as factors of progress and promotion of the implementation of the policies of the mentioned system.
Conclusion: To improve the performance of the quality management system in Refah Bank, changes should be made in the existing policies and procedures.