Quality Planning
The ongoing process of planning quality objectives and processes.Quality objectives | Quality metrics |
Quality standards | Quality assurance plan |
Quality control plan | Training plan |
Communication plan | Quality risk management plan |
Quality assurance process and procedures |
Quality Assurance
The core process of pursuing quality across a firm's operations. This includes the process of engaging customers and continually challenging designs to improve specifications as opposed to merely conforming to them.Incident management | Problem management and root cause analysis |
Corrective actions | Preventative actions |
Quality risk management | Quality analysis |
Quality metrics and reporting | Quality benchmarking |
Customer advocacy | Customer engagement |
Customer complaints – addressing the root cause | Customer ratings and reviews – analysis to determine real world quality problems |
Customer feedback | Gap analysis |
Process improvement | Quality benchmarking |
Process re-engineering | Project quality |
Product and service development - oversee quality for new products | Cross-functional quality teams |
Quality Control
The systematic process of conforming to specifications and policy. This can be applied to processes, services, products and projects. Quality control can be engaged at every step of operations to catch quality problems where they originate. For example, inspections of incoming materials and components.Developing tests and inspections | Conducting tests and inspections |
Automating tests and inspections | Documenting defects |
Establishing quality checkpoints | Monitoring quality |
Test planning | Quality control for operations |
Quality control for customer service | Quality control for projects |
Corrective actions | Tracking and reporting defects |
Quality sampling | Quality reporting |
Fixing defects | Rework processes for defects |
Material and component inspection | Partner and supplier report cards |
