The Process list includes a list of generic processes such as sales, procurement, delivery of products, design changes and job completion. The process list is designed to help you enhance customer satisfaction by identifying the controls required to meet customer expectations consistently.
The headings below match the columns provided in your IMS Toolbox:
The Process (Title) column includes a list of the most common types of processes an auditor would expect to see in your MS, including:
Strategic Direction including 0perational planning and Control
Sales including Customer Acquisition
Procurement including Reviewing requirements for products and services
Delivery including Control of production and service provision
Job Completion including Release of products and services
Change Management including Control of changes
The outputs of each process are generally input to the following procedure. You can easily tailor these to match your organisation or add new methods:
This column documents the high-level process as a procedure that the auditor can quickly follow. Each step should include the next checkpoint in the process, which can be evidenced through completed documents, photos, systems or checklists.
For example, Job completion could include:
Check job against Project Plan
Check all Specified Paperwork using Job Completion Checklist
Review Changed Requirements Log
Confirm Customer Satisfied. If no, report in Corrective Actions Log
Completion and final sign-off of Job Tracking Spreadsheet
Return all Specified Paperwork to the office
Check and query any discrepancies against PO and then invoice
Follow up call for Customer Feedback and testimonial
An alternative way to document your processes is to use flowcharts. Understanding processes as auditable steps will help you to identify risks and opportunities for improvement.
By understanding processes, your MS will help you plan its processes and their interactions and consistently meet your quality and regulatory requirements. In addition, the process approach allows you to;
identify risks and prevent quality issues from happening
ensure that its processes are adequately resourced and managed
and that opportunities for improvement are determined and acted on
This column defines the ISO (9001) clause, which is linked with the processes.
For example, an operational procedure (flow chart) communicates the standard's clause 8 (Operations).
From the How-To guide 3 (Controls), this column allows you to link the controls in place for this process to minimise non-conformance
Again, from your How-To guide 5 (Interested Parties), allocate the parties involved in this process from the list you constructed earlier.
The Process list data can be filtered and sorted to provide management reports by clauses, interested parties,
Having determined roles, responsibilities, and authorities for your ISO MS, you can now move to the next step: