During the workshop, the CAF team delivered concrete inputs for the Action Plan Report, which will give clear instructions and recommendations for further change and development of the Directorate. During the whole process of CAF implementation, each member of the team was diligent and committed by bringing innovations and new ideas on how to improve their daily operations. It left us with a strong belief that they are willing to make a permanent climate where employees continuously improve their ability to provide services to customers with improved quality, which is the definition of Total Quality Management.