IV.B.1 Process goals
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.
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