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A systematic approach to diagnose the current status of quality management systems and business processes

Jose Arturo Garza-Reyes (Centre for Supply Chain Improvement, The University of Derby, Derby, UK)

Business Process Management Journal

ISSN: 1463-7154

Publication date: 2 February 2018

Abstract

Purpose

The purpose of this paper is to present a systematic approach to conduct a diagnosis of the current status of a company’s quality management systems (QMS) and business processes.

Design/methodology/approach

The approach proposed is based upon the assessment of the maturity level of a company’s QMS, for which a “maturity diagnostic instrument” is also proposed, a self-assessment exercise using a business excellence model and a first-party quality audit.

Findings

The integration of a QMS’ maturity assessment, a self-assessment exercise and a quality audit may provide a more thorough evaluation of various company’s systems and operations. This paper provides organisations, and their managers, with a systematic approach to help them understand better the current performance of their QMSs and business processes.

Originality/value

This paper’s main contribution consists in the proposal of a novel approach for organisation to measure and understand the status of their QMS and business processes. Subsequently, better management decisions to improve a company’s operations can be taken.

Keywords

Citation

Garza-Reyes, J.A. (2018), "A systematic approach to diagnose the current status of quality management systems and business processes", Business Process Management Journal, Vol. 24 No. 1, pp. 216-233. https://doi.org/10.1108/BPMJ-12-2016-0248

Publisher

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Emerald Publishing Limited

Copyright © 2018, Emerald Publishing Limited