ABSTRACT
This chapter presents several case studies of companies that have made their focus on clients and users a key element in their constant drive for innovation and quality improvement. The TOTS project was a product that fits perfectly into the concept of Design for All or Universal Design. The name 'TOTS' was adopted because Altro Supergrif felt that these really were bathrooms for all. For TOTS, Altro Supergrif adopted a marketing model that was different its usual ones. Altro and Supergrif officially merged in June 2008 to form Altro Supergrif SL. Altro had been created in 1989 by two partners: Jordi Masramon and the firm Arcon, an importer of technical fittings for the construction industry such as access control systems for hotels and public buildings. FGC was the first public company to be established following the restoration of the Generalitat of Catalonia.
