ABSTRACT
Quality is a form of management (or leadership) that has a dual approach: • a call for and an approach toward excellence (process, product, service, know-how,
behaviors): the best product at the best price, with an optimal profit margin; • a commitment to comply to legal requirements, standards and prescriptions (pro-
cedures, specifications, best practices, safety) of the product or service, intended to provide authorities, stakeholders and clients with complete confidence.
