In conducting full‐scale implementation of a total quality management programme an organization's success will depend on how well it can answer two basic questions: ‘where are we now?’ and ‘how do we proceed?’. A quantitative measurement tool developed at Aarhus School of Business and used by a major European corporation gives management an instrument to gauge its level of business excellence and identify important opportunities for improvement.
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Eskildsen et al. (1998) studied this question.