TQM Wiki - Processes of Quality Management

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Best Practice Processes of Quality Management

according to ISO 9001

Quality Management provides rules, processes and functions for efficient and effective assurance of company performance in accordance with the business requirements of customers and business partners. The tools for this are

appropriate quality management processes integrated into the business processes
qualified employees with defined tasks and responsibilities
corresponding organizational models with associated rules

which, in their interaction, enable effective and efficient quality management.

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They all together follow the Plan-Do-Check-Act - cycle:

PDCA-Cycle - Overview

Details of PDCA-cycle

PDCA-Cycle - Details

PDCA-Cycle - Legende

Quality management processes are divided into 5 groups:

Management Processes		Strategic and supporting processes of the quality management organization
Resource Processes		Securing the necessary financial and human resources as well as the required qualified infrastructure
Improvement Processes		Review of the effectiveness of quality management both internally and on the supplier side, customer satisfaction, handling of defective goods and services, and related measures to the quality management system
Business Processes		Interface processes from the operational areas for integration of the business into quality management to document the required information flows
Operational Processes of Quality Management		Processes of operational management of the quality management system

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Process orientierted tools and process sets of IT Service Management according to ITIL^® and ISO 20000

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