13.3 - Manage enterprise quality
PCF ID: 17471 | Elements: 40 | Metrics Available: N | Benchmarkable: 0
Definition
Managing organizational attributes that are closely associated with the quality of output. Determine the quality requirements. Evaluate the correspondence between the quality performance and requirements. Manage non-conformance activities. Ensure implementation and maintenance of the enterprise quality management system.
Overview
This process group covers manage enterprise quality within the broader context of Develop and Manage Business Capabilities.
Process Hierarchy
Processes
| ID | Process | PCF ID | Sub-elements | Metrics |
|---|---|---|---|---|
| 13.3.1 | Establish quality requirements | 17472 | 9 | N |
| 13.3.2 | Evaluate performance to requirements | 17482 | 9 | N |
| 13.3.3 | Manage non-conformance | 17492 | 5 | N |
| 13.3.4 | Implement and maintain the enterprise quality management system (EQMS) | 17498 | 12 | N |
13.3.1 - Establish quality requirements
PCF ID: 17472
Definition: Determining essential activities, processes, and attributes for securing enterprise quality. Outline critical characteristics for quality. Outline activities encouraging the preservation of quality. Create quality controls. Confirm capabilities in accordance with quality requirements. Finalize the plan for quality maintenance.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 13.3.1.1 | Define critical-to-quality characteristics | 17473 | 0 | N |
| 13.3.1.2 | Define preventive quality activities | 17474 | 0 | N |
| 13.3.1.3 | Develop quality controls | 17475 | 4 | N |
| 13.3.1.4 | Prove capability to assess compliance with requirements | 17480 | 0 | N |
| 13.3.1.5 | Finalize quality plan | 17481 | 0 | N |
13.3.1.1 - Define critical-to-quality characteristics
Definition: Outlining characteristics crucial for managing enterprise quality. Translate broad customer needs into specific, actionable, measurable performance requirements. Define the key measurable characteristics of key products and processes.
13.3.1.2 - Define preventive quality activities
Definition: Identifying gaps in customer requirements and determining whether the gap will be mitigated through preventive Quality activities or deemed as acceptable risk. The goal of any preventive quality activities is to create provisions to prevent, control, or reduce the risk of not meeting the CtQCs. In addition, any standard methodology that will be used to design or conduct preventive Quality activities are defined and documented.
13.3.1.3 - Develop quality controls (4 tasks)
Definition: Developing controls for managing the quality of enterprise. Define the process steps for quality controls and the sampling plan. Identify the tools and methods to measure quality. Define the competencies required.
| ID | Task | PCF ID | Definition |
|---|---|---|---|
| 13.3.1.3.1 | Define process steps for controls (or integration ... | 17476 | Establishing the steps for developing quality controls. Conduct Alpha testing. H... |
| 13.3.1.3.2 | Define sampling plan | 17477 | Establishing a detailed summary including measures, on which material, in what m... |
| 13.3.1.3.3 | Identify measurement methods | 17478 | Using tools to measure quality. Use tools such as quality improvement oversight ... |
| 13.3.1.3.4 | Define required competencies | 17479 | Defining the competencies required for developing quality controls. Define the r... |
13.3.1.4 - Prove capability to assess compliance with requirements
Definition: Demonstrating the ability and capability to confirm and fulfill the quality requirements in front of customers, managers, employees, board members, associations, regulatory bodies, and creditors. Leverage tools and techniques such as process behavior or control charts, statistical process control, measurement system analysis, gage calibration management, and process capability analysis.
13.3.1.5 - Finalize quality plan
Definition: Establishing how the critical-to-quality characteristics will be achieved, controlled, ensured, and managed throughout the lifecycle of a product/service. Address quality requirements and critical-to-quality characteristics. Conduct a preventive quality assessment. Describe how to verify the product/service, verification criteria, and response to nonconformance. Keep records to demonstrate conformity.
13.3.2 - Evaluate performance to requirements
PCF ID: 17482
Definition: Analyzing if the performance of the quality plan has achieved the estimated and desired requirements. Conduct tests against the quality plan. Assess the results of these tests.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 13.3.2.1 | Test against quality plan | 17483 | 3 | N |
| 13.3.2.2 | Assess results of tests | 17487 | 4 | N |
13.3.2.1 - Test against quality plan (3 tasks)
Definition: Examining the quality of organizational processes. Conduct tests. Collect information and data. Record the results of these tests. Determine the dispositions of the test results.
| ID | Task | PCF ID | Definition |
|---|---|---|---|
| 13.3.2.1.1 | Conduct test and collect data | 17484 | Evaluating quality performance through periodic or episodic testing against the ... |
| 13.3.2.1.2 | Record result(s) | 17485 | Maintaining and recording the results of Test against the quality plan [17483] e... |
| 13.3.2.1.3 | Determine disposition of result(s) | 17486 | Deciding whether to take any additional actions based on the results of quality ... |
13.3.2.2 - Assess results of tests (4 tasks)
Definition: Assessing the significance of the sample. Summarize the results of the test. Recommend improvement actions. Decide what steps to take next.
| ID | Task | PCF ID | Definition |
|---|---|---|---|
| 13.3.2.2.1 | Assess sample significance | 17488 | Assessing the significance of the sample chosen for the test in order to determi... |
| 13.3.2.2.2 | Summarize result(s) | 17489 | Outlining the major facts and figures of the quality test results in order to pr... |
| 13.3.2.2.3 | Recommend actions | 17490 | Recommending measures for improvement. Assess the summarized results to identify... |
| 13.3.2.2.4 | Decide next steps | 17491 | Selecting the subsequent actions that the organization can adopt for improving t... |
13.3.3 - Manage non-conformance
PCF ID: 17492
Definition: Handling any nonconformance activities or events. Assess the potential impact of the nonconformity. Decide the immediate actions to take. Identify the root causes. Take corrective or preventive action. Ensure future conformance.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 13.3.3.1 | Assess potential impact | 17493 | 0 | N |
| 13.3.3.2 | Determine immediate action(s) | 17494 | 0 | N |
| 13.3.3.3 | Identify root cause(s) | 17495 | 0 | N |
| 13.3.3.4 | Take corrective or preventative action | 17496 | 0 | N |
| 13.3.3.5 | Close non-conformance | 17497 | 0 | N |
13.3.3.1 - Assess potential impact
Definition: Analyzing any nonconformance events. Determine the need for corrective and/or preventative action(s). Leverage root-cause analysis, risk exposure, and other evaluations to properly review and approve/reject subsequent actions.
13.3.3.2 - Determine immediate action(s)
Definition: Initiating immediate corrective, preventative, or no action based upon the impact and likelihood of reoccurrence. Consider cost/benefit, risk exposure, timing, the assignment of responsibility, and other pertinent factors .
13.3.3.3 - Identify root cause(s)
Definition: Recognizing the reasons that have triggered the nonconformance events or activities. Perform a root-cause analysis through documentary evidence and interviews. Involve the appropriate individuals. Leverage cause analysis and risk assessment.
13.3.3.4 - Take corrective or preventative action
Definition: Pursuing corrective and preventative activities to eliminate the cause of a detected nonconformity. Define the nonconformity. Communicate and assign responsibility. Identify the appropriate corrective and preventive action. Implement and monitor for reoccurrence.
13.3.3.5 - Close non-conformance
Definition: Closing nonconformance. Perform all the final processes related to the nonconformance, including documenting root causes. Document corrective and preventive actions.
13.3.4 - Implement and maintain the enterprise quality management system (EQMS)
PCF ID: 17498
Definition: Establishing and administering the software that manages content and business processes for quality and compliance across the value chain. Define the quality strategy. Plan and deploy the EQMS scope, targets, and goals. Identify core process controls and metric. Develop EQMS governance. Assess the performance of EQMS. Encourage improvements in EQMS.
| ID | Activity | PCF ID | Tasks | Metrics |
|---|---|---|---|---|
| 13.3.4.1 | Define the quality strategy | 17499 | 0 | N |
| 13.3.4.2 | Plan and deploy the EQMS scope, targets, and goals | 17500 | 0 | N |
| 13.3.4.3 | Identify core EQMS processes, controls, and metrics | 17501 | 0 | N |
| 13.3.4.4 | Develop and document EQMS policies, procedures, standards, and measures | 17502 | 0 | N |
| 13.3.4.5 | Assess the EQMS performance | 17503 | 0 | N |
| 13.3.4.6 | Create environment and capability for EQMS improvement(s) | 17504 | 6 | N |
13.3.4.1 - Define the quality strategy
Definition: Outlining the strategy for managing enterprise quality. Define and formalize quality techniques and standards. Assign responsibilities for achieving the required quality levels. Standardize the quality maintenance procedure, tools and techniques, recording and reporting, the timing of quality maintenance activities, and the roles and responsibilities for the quality management team.
13.3.4.2 - Plan and deploy the EQMS scope, targets, and goals
Definition: Establishing and effectively deploying the scope, targets, and goals of EQMS. Define the role of EQMS through nonconformance/corrective and preventive action, compliance/audit management, risk management, failure mode and effects analysis, and statistical process control. Implement EQMS into operational activities. Define the goals and objectives that are to be achieved by the EQMS.
13.3.4.3 - Identify core EQMS processes, controls, and metrics
Definition: Recognizing and implementing the processes, controls, and metrics for maintenance of EQMS. Define the role of EQMS in failure mode and effects analysis, complaint handling, and advanced product quality planning. Establish the role of EQMS in evaluating metrics such as cost of quality, overall equipment effectiveness, on-time and complete shipments, percentage of products in compliance, and new product introductions.
13.3.4.4 - Develop and document EQMS policies, procedures, standards, and measures
Definition: Setting the process limits. Gather required information. Align with other documents and processes. Define the document structure.
13.3.4.5 - Assess the EQMS performance
Definition: Benchmarking current performance in quality metrics that span across the value chain. Identify gaps in performance as compared to industry peers. Identify and implement complementary EQMS capabilities. Enable a continuous improvement environment.
13.3.4.6 - Create environment and capability for EQMS improvement(s) (6 tasks)
Definition: Rewarding excellence in quality. Create and maintain quality partnerships. Maintain talent capabilities and competencies. Incorporate EQMS messaging into communication channels. Transfer proven EQMS methods. Consider factors such as EQMS reviews and gap assessments and the alignment and compatibility of business processes and quality. Adopt Lean principles.
| ID | Task | PCF ID | Definition |
|---|---|---|---|
| 13.3.4.6.1 | Reward quality excellence | 17505 | Provisioning rewards for achieving quality excellence. Provide monetary and nonm... |
| 13.3.4.6.2 | Create and maintain quality partnerships | 17506 | Establishing and maintaining partnerships with third-party sources to achieve qu... |
| 13.3.4.6.3 | Maintain talent capabilities and competencies | 17507 | Maintaining a common denominator for the competency level within the organizatio... |
| 13.3.4.6.4 | Incorporate EQMS messaging into communication chan... | 17508 | Assimilating all the communication related to the EQMS into the organization's a... |
| 13.3.4.6.5 | Assure independent EQMS management access to appro... | 17509 | Ensuring EQMS access to the person in charge of the quality management process. ... |
| 13.3.4.6.6 | Transfer proven EQMS methods | 17510 | Recording and transferring the best practices and proven methods associated with... |
Change Summary (v7.2.1 vs v6.1.1)
Changes indicated by:
+XXXXX- New element added-XXXXX- Element removedcXXXXX- Element changedNEW- Newly introduced
Complete Element List with Definitions
All 40 elements
| ID | Name | Definition |
|---|---|---|
| 13.3 | Manage enterprise quality | Managing organizational attributes that are closely associated with the quality of output. Determine... |
| 13.3.1 | Establish quality requirements | Determining essential activities, processes, and attributes for securing enterprise quality. Outline... |
| 13.3.1.1 | Define critical-to-quality characteristi... | Outlining characteristics crucial for managing enterprise quality. Translate broad customer needs in... |
| 13.3.1.2 | Define preventive quality activities | Identifying gaps in customer requirements and determining whether the gap will be mitigated through ... |
| 13.3.1.3 | Develop quality controls | Developing controls for managing the quality of enterprise. Define the process steps for quality con... |
| 13.3.1.3.1 | Define process steps for controls (or in... | Establishing the steps for developing quality controls. Conduct Alpha testing. Have the product team... |
| 13.3.1.3.2 | Define sampling plan | Establishing a detailed summary including measures, on which material, in what manner, and by whom. ... |
| 13.3.1.3.3 | Identify measurement methods | Using tools to measure quality. Use tools such as quality improvement oversight system tool, perform... |
| 13.3.1.3.4 | Define required competencies | Defining the competencies required for developing quality controls. Define the required competencies... |
| 13.3.1.4 | Prove capability to assess compliance wi... | Demonstrating the ability and capability to confirm and fulfill the quality requirements in front of... |
| 13.3.1.5 | Finalize quality plan | Establishing how the critical-to-quality characteristics will be achieved, controlled, ensured, and ... |
| 13.3.2 | Evaluate performance to requirements | Analyzing if the performance of the quality plan has achieved the estimated and desired requirements... |
| 13.3.2.1 | Test against quality plan | Examining the quality of organizational processes. Conduct tests. Collect information and data. Reco... |
| 13.3.2.1.1 | Conduct test and collect data | Evaluating quality performance through periodic or episodic testing against the established standard... |
| 13.3.2.1.2 | Record result(s) | Maintaining and recording the results of Test against the quality plan [17483] electronically and in... |
| 13.3.2.1.3 | Determine disposition of result(s) | Deciding whether to take any additional actions based on the results of quality tests. Initiate a qu... |
| 13.3.2.2 | Assess results of tests | Assessing the significance of the sample. Summarize the results of the test. Recommend improvement a... |
| 13.3.2.2.1 | Assess sample significance | Assessing the significance of the sample chosen for the test in order to determine whether or not th... |
| 13.3.2.2.2 | Summarize result(s) | Outlining the major facts and figures of the quality test results in order to provide insights and i... |
| 13.3.2.2.3 | Recommend actions | Recommending measures for improvement. Assess the summarized results to identify areas which can be ... |
| 13.3.2.2.4 | Decide next steps | Selecting the subsequent actions that the organization can adopt for improving the enterprise qualit... |
| 13.3.3 | Manage non-conformance | Handling any nonconformance activities or events. Assess the potential impact of the nonconformity. ... |
| 13.3.3.1 | Assess potential impact | Analyzing any nonconformance events. Determine the need for corrective and/or preventative action(s)... |
| 13.3.3.2 | Determine immediate action(s) | Initiating immediate corrective, preventative, or no action based upon the impact and likelihood of ... |
| 13.3.3.3 | Identify root cause(s) | Recognizing the reasons that have triggered the nonconformance events or activities. Perform a root-... |
| 13.3.3.4 | Take corrective or preventative action | Pursuing corrective and preventative activities to eliminate the cause of a detected nonconformity. ... |
| 13.3.3.5 | Close non-conformance | Closing nonconformance. Perform all the final processes related to the nonconformance, including doc... |
| 13.3.4 | Implement and maintain the enterprise qu... | Establishing and administering the software that manages content and business processes for quality ... |
| 13.3.4.1 | Define the quality strategy | Outlining the strategy for managing enterprise quality. Define and formalize quality techniques and ... |
| 13.3.4.2 | Plan and deploy the EQMS scope, targets,... | Establishing and effectively deploying the scope, targets, and goals of EQMS. Define the role of EQM... |
| 13.3.4.3 | Identify core EQMS processes, controls, ... | Recognizing and implementing the processes, controls, and metrics for maintenance of EQMS. Define th... |
| 13.3.4.4 | Develop and document EQMS policies, proc... | Setting the process limits. Gather required information. Align with other documents and processes. D... |
| 13.3.4.5 | Assess the EQMS performance | Benchmarking current performance in quality metrics that span across the value chain. Identify gaps ... |
| 13.3.4.6 | Create environment and capability for EQ... | Rewarding excellence in quality. Create and maintain quality partnerships. Maintain talent capabilit... |
| 13.3.4.6.1 | Reward quality excellence | Provisioning rewards for achieving quality excellence. Provide monetary and nonmonetary rewards such... |
| 13.3.4.6.2 | Create and maintain quality partnerships | Establishing and maintaining partnerships with third-party sources to achieve quality excellence. So... |
| 13.3.4.6.3 | Maintain talent capabilities and compete... | Maintaining a common denominator for the competency level within the organization's talent circle. C... |
| 13.3.4.6.4 | Incorporate EQMS messaging into communic... | Assimilating all the communication related to the EQMS into the organization's already established c... |
| 13.3.4.6.5 | Assure independent EQMS management acces... | Ensuring EQMS access to the person in charge of the quality management process. Establish who has th... |
| 13.3.4.6.6 | Transfer proven EQMS methods | Recording and transferring the best practices and proven methods associated with enterprise quality ... |
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