In order to satisfy customer needs our starting point is an analysis of the situation; the clients for our programmes are very exigent, they do not accept just any old thing. Besides this, in order to provide the best possible provision, we have to know how to balance the play element and the didactic input when fomenting the Basque language. Establishing each programme's targets, deciding on the exact activities to achieve these, communicating these activities and reaching out to the target public, ensuring them customer satisfaction, defining and evaluating the levels of achievement in order to measure the degree of success ... all these require an integrated, comprehensive perspective; in short, guided planning from start to finish.