5. Example of a total quality approach in industry

5.1 The company and quality

The universal nature of quality has already been emphasized. First of all, there is a natural reason for this: if they consider customer satisfaction to be the best way of fulfilling their corporate purpose, companies, whatever their size and the nature of their activity, are more or less led to adopt the same measures in terms of manufacturing and sales design. There's another reason for this: international ISO standardization, relayed by national standards, subjects them to the same rules, which are certainly agreed but, in fact, commercially obligatory. Until now, ISO has refrained from diversifying its quality standards to better adapt them to the size of companies or their business.

In practice, there are no major difficulties:...