The processes that contains SLA have been identified (and described) during the Operational Process Analysis .
The next milestone is to plan the content of a powerful monitor tool: the tracking list.
One of the most important milestones in implementing a won tender (and in general in implementing a new process) is the Operational Process Analysis.
In the previous post I did my best to explain why the concept of statistical controlled process is important for the balanced scorecard measures.
In this post I wish to give a practical example of how the p-chart can be used as a “thermometer” to measure the health of a quoting process. I will also introduce another useful tool that might be used in a controlled process: The Capability Indices.
Since early 2000, the Balanced Scorecard has found a wider application in ISO 9001 QMS.
Can it still be playing an important role also in 9001:2015 version?