4. Conclusion

In conclusion, a quality approach is built on common sense and an unshakeable faith in the human contribution, whose richness is indispensable to the performance of any quality system. This enables staff to play an active role in change, and strengthens their confidence in the process, especially when every manager exercises leadership with a "human face".

The quality project must be treated like any other project, i.e. resources must be devoted to it if it is to be carried out, including an investment in time on the part of staff. Unfortunately, quality projects are often carried out with constant human resources and are rarely given priority, which creates difficulties and delays.

The fear of change needs to be eliminated by realizing that quality is often already present in our organizations. For example, the initial diagnosis carried...