1. Quality and non-quality

Quality is nothing more than logic and common sense, using very simple tools. It consists in implementing certain measures to improve products and customer satisfaction: this is what we might call first-level quality or quality assurance.

If we take a closer look at the company, there are five different types of "customer":

• customers for whom the company's products are intended;

• employees to whom salaries and benefits are paid as compensation for their work;

• suppliers who receive money as compensation for the products or services...