RequirementsDefining the functions and qualities of products and services. The quality system may also improve the quality of requirements themselves. | StandardsAdopting standards for quality including internal standards that exceed industry standards. |
PrinciplesEstablishing quality principles to guide decision making and culture. | Quality CultureShaping the norms of behavior in an organization that are beyond the direct control of management. |
Quality GoalsDefining your measurable targets for quality. | Quality ObjectivesMeasurable targets that bring you closer to quality goals. These are steps towards goals and can include goals themselves. |
Organizational StructureStructuring roles and responsibilities for quality e.g. separating production and inspection into independent teams. | Internal ControlsInternal controls such as segregation of duties. |
PolicyA quality policy such as a commitment to listen to customers and use their input to improve. | Information SystemsSystems for managing, monitoring and testing quality. |
AutomationQuality automation such as machines and systems that perform automated inspections of materials, components and products. | Business ProcessesQuality related business processes such as purchasing, production, service delivery and quality control processes. |
ProceduresStructured tasks and activities such as a checklist for cleaning a workstation. | Business RulesRules that control processes and procedures. |
Preventative ActionPreventing quality problems with proactive processes such as maintenance. | Incident ManagementQuickly resolving the symptoms of problems |
Problem ManagementResolving the root cause of problems. | Performance ManagementSetting performance targets for quality and evaluating all employees against these targets. |
Supplier ManagementManaging partners and suppliers. | Customer Experience QualityMonitoring the customer experience to correct shortfalls and improve. |
Customer AdvocacyEngaging customers and making sure that customer realities drive quality improvements such as design changes to products. | ImprovementContinually measuring and improving the quality system itself. |
