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Process Controls in Quality Management

In: Quality Management for Services

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  • Manfred Bruhn

    (University Basel)

Abstract

Managing and controlling business processes is a central task of corporate management, because customers are often directly involved in the service delivery process. Accordingly, ensuring a consistently high quality throughout the process is of great importance. Against this background, this chapter first presents different approaches to process control and their objectives. Building on this, individual process types are introduced within the framework of quality management and instruments of process control are explained using examples. Finally, the limits of process control to be considered are shown in a critical assessment.

Suggested Citation

  • Manfred Bruhn, 2023. "Process Controls in Quality Management," Springer Books, in: Quality Management for Services, chapter 0, pages 521-549, Springer.
    • Handle: RePEc:spr:sprchp:978-3-662-67032-3_13
    DOI: 10.1007/978-3-662-67032-3_13
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