Modelling sales processes as preparation for ISO 9001 certification

Abstract

When trying to establish quality management in a service industry one is confronted with a particular set of problems due to the distinctive characteristics of service processes. Describes the assessment procedure for service processes using a case study obtained from the sales department of a company in the computer industry. A slightly modified process modelling technique – usually employed in the field of requirements engineering – is used to analyse and depict the processes. Aims to discover weak points inherent in the business processes and eliminate them in order to pass the ISO 9001 certification audit.

Citation

Jahnke, B., Bächle, M. and Simoneit, M. (1995), "Modelling sales processes as preparation for ISO 9001 certification", International Journal of Quality & Reliability Management, Vol. 12 No. 9, pp. 76-99. https://doi.org/10.1108/02656719510101204