The description of interaction of processes in quality management systems based on applying the requirements of iso 9001:2000

By ARKADY V. VLADIMIRTSEV,
OLEG A. MARTSYNKOVSKY,
YURY F. SHEKHANOV.

During the implementation of the process approach according to the requirements of ISO 9001:2000 in respect of quality management systems (QMS) of organizations of any branch, problems occur which are related to the effective description of interaction between processes. The authors offer to use matrixes of interaction as a tool for effective description of processes interaction.

ISO 9001:2000 requires that the enterprises of any branch should implement a process approach, including the construction of a net of processes and the description of interaction between processes. This interaction can be described in different ways, for example, with the help of graphic models with use of technologies applying IDEF0, ARIS and others. The authors offer a fast, effective matrix method of description of interaction between processes in organization.

For a compact recording of correlation between processes the authors offer to use a matrix of connection of processes [1]. For the explanation of the offered approach we shall consider some simplified example of organization. On figure 1 there is a net of processes of departments A, B, C, D, and E which form the organization. Let's assume that between the processes of subdivisions there are certain connections:

  • M1 - a material stream going from process C to process A;
  • M2 - a material stream going from process A to process E;
  • R1 - resource stream going from the process D to process A;
  • U1 - control action going from the process B to the process A;
  • U2 - control action going from the process A to the process C;
  • U3 - control action going from the process E to the process A.
The matrix of interactions offered by the authors (which is describing a situation on Figure1) is shown on Figure 2.

The connections between processes are on intersection of a line describing an output of one process, and column describing an input of other process. For example, in a matrix on Figure1 (on the first line) there are two outputs of process A. One output of process A is connected to an input of process C through connection U2 (3d column). The second output of process A is connected to an input of process E through connection M2 (5th column). Similarly, it is possible to trace connections between other processes. If you have certain skills in constructing and reading matrixes of connection, it is possible, in principle, during the description of QMS processes' interaction, to be restricted only by the matrix of connection, without representing a graphic model of processes. A more complicated net of processes, more profitable is the use of an offered matrix of interaction.

For example, (see Figure3) we shall consider application of a matrix of the interaction between the car assembly enterprise QMS hyperprocess and processes of the interested parties, in particular, with processes of the suppliers of auto components, with processes of customers etc. The process of the enterprise realizing auto assemblies consists of hundreds of processes, integrated through QMS. Therefore it is possible to call it a "hyperprocess". The graphic model of hyperpocess interaction with processes of the interested parties is represented on Figure3. As for customers, the situation reproduced on Figure3 applies to process model of QMS in respect of IS ISO 9001:2000 (item 0.2). The communications links between the car assembly enterprise and controlling and resource organizations are not conditionally shown. For simplification of the graphic model of interaction some connections are represented by integrated lines.

In the correspondence with [2] for developing of a graphic model of interaction between processes, it is necessary:
  1. To identify the process of the car assembly enterprise;
  2. To identify the output streams and processes of customers of automobiles;
  3. To identify the input streams both processes of the suppliers of components and services;
  4. To identify the controlling streams and processes of controlling organizations;
  5. To identify the resource streams and processes of resource organizations.
According to item 1, within the framework of the example represented on Figure 3, the process is identified as "Car assembly enterprise QMS hyperprocess".

According to item 2, the processes of customers are identified as "Processes of customers of automobiles" and output streams are identified:
I7 - information request on processes performed by the supplier of services;
U3 - controlling (inspecting) action on the supplier of services;
I9 - information request on the requirements of a customer of automobiles;
I10 - information request on customers of automobiles about their satisfaction by automobiles;
M3 - material stream of production to a customer (automobiles ready for operation);
I8 - information request on the suppliers of components and furnishing about purchases;
U4 - controlling (inspecting) action on processes of the suppliers of components.

According to item 3, the suppliers of production are identified as "Suppliers of components for the car assembly enterprise" and suppliers of services are identified as "Suppliers of services for the car assembly enterprise" as well as relevant input streams are identified:
  • I5 - information request from legislative and other organizations;
  • I1 - information request from customers of automobiles;
  • I2 - information stream on satisfaction of customers of automobiles;
  • I4 - information stream from the suppliers of services;
  • M2 - service from the suppliers of services;
  • M1 - material stream of components formed by the suppliers of components;
  • I3 - information stream from the suppliers of components;
  • I6 - information stream from organizations providing with resources.
According to item 4, there are identified processes of organizations performing control actions such as: "Processes of legislative, commercial and international organizations performing control action" as well as controlling streams:
  • U1 - controlling (inspecting) action from "Customers of automobiles";
  • U2 - controlling (inspecting) action from legislative and other organizations.
According to item 5, there are identified processes of organizations providing with resources, such as "Processes of legislative, commercial and international organizations performing controlling actions" as well as resource stream:
  • R1 - providing resource by buildings, finance, staff, equipment, materials etc.
The matrix of the QMS hyperprocess connection of the car assembly enterprise with processes of the suppliers of components, suppliers of services as well as with processes related to customers and other organizations (with corresponding graphic model represented on Figure3), is shown on Figure4.

The offered matrix method of description of QMS processes' interaction in respect of organizations of automotive hyperprocess branch also can be applied in systems of environmental management, in professional health and safety management systems, and also in integrated management systems.

References:
1. Arcady V. Vladimirtsev, Oleg A. Martsynkovsky, Yury F. Shekhanov. "Introduction of a Process Model in Organizations", Methods of Quality Management, 2002, N 8, pp. 15-21. 2. BS 6143 "Guide to the economics of quality". Part 1: 1992. "Process cost model".


Figure 1. Example of the interaction of processes.


Figure 2. Matrix of the interaction of processes.


Figure 3. Interaction of car assembly enterprise QMS with processes of interested parties whithin the requirements of ISO/TS 16949:2002


Figure 4. A matrix of connection of QMS hyperprocess and processes of the interested parties within the framework of the requirements ISO/TS 16949:2002.