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Mastering the quality of any system requires mastering a value-producing process, but also - and this is too often forgotten - mastering the measurement process. If in the case of industrial processes, the identification of measurement processes is often obvious, it is not the same in the case of education and training organizations. In this article, we emphasize the importance that measurement must take in improving a process, and describe the characteristics necessary for any measurement process.
Through examples, we illustrate the implementation of two measurement processes, and the benefits that can be drawn from them for improving the service provided to customers.
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