Strategic quality management: the role of process ownership, management and improvement

This article discusses process management concepts that are essential to improvement initiatives such as strategic quality management, total quality management, Six Sigma, and lean manufacturing. One critical element to understand is ‘process’ because processes must be documented, and process owners must be identified before processes can be validated, managed and improved. A key concept is the role that process stakeholderstm play in the improvement of processes. Another vital concept is the relevance of empowerment to process ownership and improvement. The concept of value and its importance to customers is also discussed. The question is asked (and answered): “What must people do in order to improve processes?” Finally, measurement and baselines are discussed, and examples of processes, process owners, measurements and suggestions for improvement are provided.