3. A new structure: the process model

The concept of the process model is based on the very purpose of a company. According to Peter Drucker, a company's raison d'être is not to sell a product, but to satisfy customers by providing them with a product that meets their needs and expectations.

To achieve this objective, the company is organized around a series of coherent, interlinked processes, which enable it to capture these needs and expectations, then progressively transform them into a product designed to satisfy customers over the long term.

Three components must be mastered to ensure the cohesion and efficient operation of this series of processes:

• management: processes must be given meaning, based on a quality policy that reflects the company's values. This policy must be translated into objectives, which must be implemented...