ABSTRACT
Understanding the current situation of an organization’s quality management system (QMS) and business processes is important since it can prove instrumental in determining the quality of subsequent management decisions to effectively design or improve a QMS. In this chapter we propose a methodology that provides overall guidelines to help organizations carry out a diagnosis of the status of their QMS and business processes. The methodology is based on the definition and understanding of the maturity level of a company’s QMS and on the assessment and identification of its strengths and opportunities for improvement in its core business processes. The methodology also integrates quality audits as a means to providing further information about the QMS and its compliance with the standards of customers, suppliers, partners, collaborators, the industry sector, or even government. We conclude this chapter by highlighting the importance and necessity of integrating the QMS and business processes diagnostic into the organization’s business plan and strategy to create an improvement agenda and key suggestions for its deployment.
