IV.B.1 Process goals

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Excerpt From The Certified Manager of Quality/Organizational Excellence Handbook

To begin, let’s look at how process goals and process objectives are related:

  • Process goals are aims, intents, targets, or ends.
  • Process goals are supported by measurable objectives.
  • Process goals are linked to the strategic plan of the organization.
  • Process objectives represent the intended actions that are needed to achieve the process goals.
  • Process objectives are measurable (see the S.M.A.R.T. W.A.Y. structure for setting objectives).
  • Process objectives may be supported by product or service specifications, work orders, and so on.
  • Process objectives may also be based on maintaining the gains in a stable process, or the objectives may support the resolution of a previous performance problem or deficiency.

Process goals, derived from strategic goals, interpret and expand the top-level goals and objectives for use at the operational level. Each organization, no matter the industry, will have its own set of process goals; however, some generic topical areas may be addressed, such as:

  • Meeting or exceeding customer requirements for the product/service
  • Ensuring that the process makes a contribution to the organization’s profits (or cost containment)
  • Ensuring that the product or service design and execution follows good practices to ensure users’ safety, including unintended use
  • Ensuring that the product or service produced does not present a hazard to users or the environment for the life of the product or service
  • Ensuring the safety, security, and well-being of employees
  • Meeting or exceeding industry-accepted practices for a good working environment
  • Continually improving the process through elimination of non-value-added product/service features, process steps, and materials
  • Continuing the quest to reduce cycle time

Quality Management BOK Reference

IV Quality Management Tools 
IV.B Process Management 
IV.B.1 Process goals - Describe how process goals are established, monitored, and measured and evaluate their impact on product or service quality.  

Additional Resources
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Back to the Quality Management Body of Knowledge

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Date Added: Sep 13, 2018
Date Last Modified: May 8, 2019
Category: Resources
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