Total Quality Management (TQM) is the process of involving all employees of the organization in its continual improvement to achieve customer satisfaction. But does that really mean involving all, i.e., employees, customers and top management? When organizations say that they implement TQM, do...

In this paper a semiparametric stochastic metafrontier approach is used to obtain insight into firmlevel competitiveness in Europe. We differ from standard TFP studies at the firm level as we simultaneously allow for inefficiency, noise and do not impose a functional form on the input-output...