Constant rectification thanks to ratios and graphs. The salt of the magic formula is to know the opinion of each and every one of the customers, with respect to the services, the facilities and the collaborators. Their analysis will make all employees aware of the need for continuous improvement, with no excuses, no blame and no regrets. We must never forget that quality is not only doing things well, or as well as possible, but giving the customer what he expects and if possible "something more".