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The concept of Total quality, which initially developed in Japan, has now spread to Italy as well. The fundamental points of this approach can be summarized as follows:
- Priority to the customer: customer satisfaction is placed at the center of all the company's activities.
- Continuous improvement: customer satisfaction is conceived in a dynamic perspective and therefore the company must continuously work on improving the product / service to remain competitive in the market. The Western corporate mentality has always considered improvement in terms of innovations (of technology, machinery, processes, etc.) to be achieved in the face of substantial investments.
Instead, it has been shown that the most effective way to reduce costs is to improve quality through small, numerous and continuous improvements.