Process Controls in Quality Management

Manfred Bruhn ()
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Manfred Bruhn: University Basel

Chapter Chapter 13 in Quality Management for Services, 2023, pp 521-549 from Springer

Abstract: 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.

Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-662-67032-3_13

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DOI: 10.1007/978-3-662-67032-3_13

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