QUALITY CONTROL

represents the official terminology of quality, defines quality as the ‘sum of characteristics of a product or a service which satisfies users ’ needs’. Some other interest-ing definitions of quality can be found in the TQM (To-tal Quality Management) literature. Total quality has been developed in the industrial field. It is defined as a con-tinuous improvement focused on clients ’ needs. TQM is interesting because it involves employees and their train-ing, problem resolution teams, statistical methods and objectives. It is also applicable for information profes-sionals, as is demonstrated by the many books available on this subject. QUALITY CONTROL The professional literature also tells us that quality must be controlled and managed. There are some methods