Conducting Business locally or globally can be complicated and requires careful planning and good assessment of all the pros and cons. Indeed, organizations nowadays operate in a complex environment and being ‘agile and performant’ is a critical success factor.Shareholders and Managers alike preach the importance of ‘Performance’ as a means to achieving customer needs satisfaction and success. However, and due to its polysemantic nature, ‘Performance’ proves to be a concept difficult to define.A brief approach to the concept of ‘Performance’ is not the sole purpose of this article. The Quality Management System (QSM) and the benefit of being ISO 9001 certified are also among its pillars. Those performance levers open the door for numerous benefits: customer experience improvement, reduced organizational uncertainty and building a dynamic learning organization are indeed valuable dividends among others.
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