Quality is not accidental, it is the result of effective business processes™


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Process map

Customer requirements Strategic processes Responsibility of the management Customer satisfaction
SP1
Commitment of Management (environmental management, quality management, safety)
SP2
Strategic business planning, customer orientation
SP3
Finance and Control
SP4
Communication, reporting, authorisations
SP5
Management assessment
SP6
Improvement management
Resources management
SP7
Supply of resources
SP8
Personnel (organisation, development, qualification)
SP9
(infrastructure, facilities, risk management, emergencies)
SP10
Work environment, work safety
SP11
IT supply and maintenance
Customer processes product realization and Support
KP1 Enquiries
KP2 Order -> development -> production -> delivery
KP3 Acceptance (Finishing)
KP4 Customer complaints
Supporting processes
UP1
Maintenance and upkeep
UP2
Equipment and tool management
UP3
Handling of restricted materials
UP4
Waste disposal
UP5
Test and measuring equipment
UP6
Designation, testing status, traceability
Measurement, analysis, improvement
UP7
Data analysis and statistical methods
UP8
Customer and employee satisfaction
UP9
Monitoring (product, process, system)
UP10
Control of defects
UP11
Product and/or service changes/ prevention and correction/ customer service
UP12
Documents and records management