In recent years, an increasing number of training institutions and business associations have applied for internationally recognized quality management certificates, like ISO 9000 certification, in order to demonstrate their commitment to quality services and gain a competitive advantage in their markets.

What is quality management (QM)? QM focuses on the customer, it describes the institution’s effective approach towards how to meet the customer's expectations, how to respond to inquiries and deliver quality services. Basically, the quality management system explains how the institution achieves quality services and products.

Quality standards like the ISO 9000 series developed by the International Organization for Standardisation www.iso.ch provide a framework to define and describe important key processes used for the development and delivery of the institution’s products and services. An organization holding an ISO certification has put a quality management system in place that has been audited and registered by a formal ISO authorization body.