Despite the importance of paying attention to TQM criteria on organisational productivity and performance, many managers still do not clearly understand how to identify and analyse gaps concerning TQM criteria. This study aims to provide a map-road to show how the managers can evaluate and analyse the gap in TQM criteria and then provide some practical strategy to eliminate the identified gaps. To this end, Alpha Gas Refinery Co. has been selected as a case study, and the data collected from the six managers and experts of the company to determine the current and ideal situation of the company concerning TQM criteria. To analyse data the best worst method (BWM) was used and the degree of current and ideal performance has been calculated. Then, the gap between the current and the ideal situation was determined using the importance-performance analysis (IPA) technique. Finally, some practical strategies are proposed to reduce gaps.
