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Starting to elaborate complex activities as projects or recurrent work requires taking into consideration the relationship between effort and benefits which may gain different forms depending on the field of intervention. The most widely used and measurable context is referring to the effort, qualified as costs, and the benefits, viewed as added value gained by stakeholders regardless of the form: tangible and/or intangible elements. The analysis of efforts and benefits calls for a holistic approach for evaluating...

The competitive markets complemented by the concern for resources and environmental protection represent real and actual challenges factors for any organization. The customers call for special attention and organizations integrate the customer-centred approach in their strategies as main vehicle for achieving performance objectives. One of the well-known methods in this matter is referring to the Total Quality concept which supports checking and implementing different quality models needed to improve the competiti...