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 |
|
