The Process Approach in Quality Management Systems in Enterprises of the Services Sector

• Main Author: Trachenko Lyudmila A.
• Format: Article
• Language: English
• Published: PH "INZHEK" 2018-06-01
• Series: Problemi Ekonomiki
• Subjects: process approach; ISO 9001:2015 standard; services sector; quality management system; business process; enterprise management; Deming cycle
• Online Access: http://www.problecon.com/export_pdf/problems-of-economy-2018-2_0-pages-251_257.pdf

The aim of the article is to define the role and place of the process approach in quality management systems and justify its integration with business processes of service enterprises. The relevance of the implementation of quality management systems in enterprises in the context of the requirements of the international standard ISO 9001: 2015 is substantiated. The role of quality management systems in sustainable development of service enterprises is defined. The essence of the process approach is revealed, and the scheme of a single process in the quality management system is provided. The main aspects of the process approach in quality management systems are investigated, and it is noted that to ensure the relevant processes, an enterprise should determine its quality objectives, inputs, outputs, activities, and resources. Attention is focused on the fact that the quality objectives of processes of an organization’s quality management system should be correlated with its business objectives and should not contradict each other. The key benefits and advantages of the process approach in quality management systems are revealed. It is proved that the first step in the way of ensuring effective quality management should be an understanding of the structure of business processes by enterprise managers, which will enable them to identify where the source of signals informing about quality loss is. The integration of an enterprise’s quality management system with its general management is justified. The existing theoretical approaches to the introduction of the process approach into enterprise business processes are generalized. The author presents a structure of the standard ISO 9001: 2015 in the format of the PDCA cycle, and it is indicated that the Deming cycle allows an enterprise to provide its processes with necessary resources, manage them, identify and implement opportunities for their improvement.