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For Mr. Ulf Gustavsson, EOQ secretary general, quality is where everything comes together. Quality is the customers’ perception of all the effort combined that an organisation is doing before, during and after their interaction with a customer. The value of that effort is the measure of quality. In other words, where everything comes together in the eyes of the customers.

Mr Patrick Mongillon, EOQ president and national representative of EOQ in France further defines the concept of quality through 3 points :

1: EXCELLENCE in products and services : To satisfy increasingly demanding customers and conquer new markets.
2: PERFORMANCE : Processes, operations and organization, aiming for compliance, organizing change through projects, being creative.
3: MANAGERIAL PRACTICES : Modes of cooperation for the satisfaction of all stakeholders especially employees.

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