it is a process that develops day after day, month after month, year after year. It has the aim of reducing fault levels (at organisation, management and operational levels) and improving performance. In order to remain competitive, achieve customer satisfaction and improve performance (reduce “waste”) a company needs to focus its strategy and actions on improvement at all company levels, from the top management down each worker (abstract taken from the “Manuale della Qualità” by Tito Conti – Piero De Risi, Il Sole 24 Ore).