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Diapositiva 1

• ‘Quality is about passion and pride.’
• Tom Peters and Nancy Austin, A Passion for Excellence Quality is at the top of most agendas and improving quality is probably
• the most important task facing any institution. However, despite its importance, many people find quality an enigmatic concept. It is
• perplexing to define and often difficult to measure. One person’s idea of quality often conflicts with another and, as we are all too aware, no two experts ever come to the same conclusion when discussing what makes an excellent school, college or university.