1. What is quality?

Quality, more than a discipline or a profession, is an organizational approach that can be adapted to suit the culture, philosophy and values present within an organization, ensuring smooth operations between all stakeholders, whether internal or external.

The common thread running through this approach is customer satisfaction.

ISO 9000 has defined seven management principles as follows:

• customer orientation ;

• leadership ;

• employee involvement ;

• process approach ;

• improvement ;

• evidence-based decision-making ;

• stakeholder relations management.