This paper reports on the outcome of an action-learning 'case-study' research study involving a number of companies from all sectors—private and public, industrial and service—nationally and internationally, during which some powerful diagnostic frameworks and models have been developed and applied, enabling companies to maximize the potential of self-assessment award frameworks and providing the educational and strategic thrust required to progress towards a more strategic quality management era (Kaye & Dyason (1994) Quality World, 20, pp. 524-529; (1995) Quality World, 21, pp.9-13).
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