In a growingly competitive business environment, numerous organizations adopt the total quality management (TQM) approach, to struggle for business excellence. To monitor the progress towards business excellence, thousands of organizations across the world use self-assessment on a regular basis....

In most decision making situations more than one criterion is involved and, as a consequence, confusion can arise if there is no logical and well structured decision-making process in place. The multi-criteria analysis (MCA) constitutes a tool that can help evaluate the relative importance of...