Process-based management: A structured approach to provide the best answers to the ISO 9001 requirements

Purpose ‐ The purpose of this paper is to provide a structured method to apply process management approach following ISO 9001:2000 requirements, clause 4.1. Design/methodology/approach ‐ The content of this paper is focused on the detailed analysis of the fourth clause of the 2000 edition of norm ISO 9001, and it presents an articulated procedure which can be undertaken by any organization in order to give the best answers to the requirements therein. Findings ‐ The method described consists in eight steps, with a top-down approach going from the definition of the macro-processes of the organization to the definition of the single stages which constitute the activities. An approach to implement quality objectives deployment is implemented. In order to better explain the methodology, a case study is used. Originality/value ‐ Indeed, it is thought that the content of the fourth clause of ISO 9001, and in particular of paragraph 4.1, represents one of the most important innovations brought in by the new edition which nevertheless, since this paragraph contains requisites oriented more towards method and approach mentality to the quality system and less towards detail and strictly operational prescriptions, has been poorly and erroneously understood, or even deliberately not taken into account. The proposed methodology represents an original guide line to implement process management approach.