This document:<\/p>\n
defines an integrated PRM and PAM that meets the requirements of ISO\/IEC 33004 and that supports the performance of an assessment by providing indicators for guidance on the interpretation of the process purposes and outcomes and the process attributes as defined in ISO\/IEC 33020 ;<\/p>\n<\/li>\n
provides guidance, by example, on the definition, selection and use of assessment indicators.<\/p>\n<\/li>\n<\/ul>\n
A PAM comprises a set of indicators of process performance and process capability. The indicators are used as a basis for collecting the objective evidence that enables an assessor to assign ratings. The set of indicators included in this document is not intended to be an all-inclusive set nor is it intended to be applicable in its entirety.<\/p>\n
The PAM in this document is directed at assessment sponsors and competent assessors who wish to select a model and associated documented process method for assessment (for either capability determination or process improvement). Additionally, it can be of use to developers of assessment models in the construction of their own model, by providing examples of good service management practices. It can be used by:<\/p>\n
service providers to assess and improve a Quality Management System (QMS);<\/p>\n<\/li>\n
service providers to demonstrate their capability for the design, development, transition and delivery of services that fulfil Quality Management requirements.<\/p>\n<\/li>\n<\/ol>\n
Any PAM meeting the requirements defined in ISO\/IEC 33004 concerning models for process assessment may be used for assessment. Different models and methods can be needed to address differing business needs. The assessment model in this document is provided as an assessment model meeting all the requirements expressed in ISO\/IEC 33004 .<\/p>\n
\nNOTE Copyright release for the PAM:<\/b> Users of this document can freely reproduce the detailed descriptions contained in the assessment model as part of any tool or other material to support the performance of process assessments, so that it can be used for its intended purpose.<\/p>\n<\/blockquote>\n
PDF Catalog<\/h4>\n
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\n PDF Pages<\/th>\n PDF Title<\/th>\n<\/tr>\n \n 2<\/td>\n National foreword <\/td>\n<\/tr>\n \n 7<\/td>\n Foreword <\/td>\n<\/tr>\n \n 8<\/td>\n Introduction <\/td>\n<\/tr>\n \n 11<\/td>\n 1 Scope
2 Normative references
3 Terms and definitions <\/td>\n<\/tr>\n\n 12<\/td>\n 4 Overview of the Process Assessment Model (PAM)
4.1 General <\/td>\n<\/tr>\n\n 13<\/td>\n 4.2 Structure of the Process Assessment Model
4.2.1 Processes <\/td>\n<\/tr>\n\n 14<\/td>\n 4.2.2 Process dimension
4.2.3 Capability dimension <\/td>\n<\/tr>\n\n 15<\/td>\n 4.3 Assessment indicators <\/td>\n<\/tr>\n \n 17<\/td>\n 4.3.1 Process Capability Indicators <\/td>\n<\/tr>\n \n 18<\/td>\n 4.3.2 Process Performance Indicators
4.4 Measuring process capability <\/td>\n<\/tr>\n\n 19<\/td>\n 5 The process dimension and process performance indicators (Level 1)
5.1 General <\/td>\n<\/tr>\n\n 21<\/td>\n 5.2 COM.01 Communication management <\/td>\n<\/tr>\n \n 22<\/td>\n 5.3 COM.02 Documentation management <\/td>\n<\/tr>\n \n 23<\/td>\n 5.4 COM.03 Human resource management <\/td>\n<\/tr>\n \n 24<\/td>\n 5.5 COM.04 Improvement <\/td>\n<\/tr>\n \n 26<\/td>\n 5.6 COM.05 Internal audit
5.7 COM.06 Management review <\/td>\n<\/tr>\n\n 27<\/td>\n 5.8 COM.07 Non-conformity management <\/td>\n<\/tr>\n \n 29<\/td>\n 5.9 COM.08 Operational planning <\/td>\n<\/tr>\n \n 32<\/td>\n 5.10 COM.09 Operational implementation and control <\/td>\n<\/tr>\n \n 34<\/td>\n 5.11 COM.10 Performance evaluation <\/td>\n<\/tr>\n \n 35<\/td>\n 5.12 COM.11 Risk management <\/td>\n<\/tr>\n \n 37<\/td>\n 5.13 ORG.01 Asset management
5.14 ORG.02 Measurement resource management <\/td>\n<\/tr>\n\n 38<\/td>\n 5.15 ORG.03 Supplier management <\/td>\n<\/tr>\n \n 39<\/td>\n 5.16 TEC.01 Configuration management <\/td>\n<\/tr>\n \n 40<\/td>\n 5.17 TEC.02 Process changes <\/td>\n<\/tr>\n \n 41<\/td>\n 5.18 TEC.03 Product\/service changes
5.19 TEC.04 Product\/service design <\/td>\n<\/tr>\n\n 42<\/td>\n 5.20 TEC.05 Product\/service planning <\/td>\n<\/tr>\n \n 43<\/td>\n 5.21 TEC.06 Product\/service quarantine <\/td>\n<\/tr>\n \n 44<\/td>\n 5.22 TEC.07 Product\/service requirements <\/td>\n<\/tr>\n \n 45<\/td>\n 5.23 TEC.08 Product\/service review <\/td>\n<\/tr>\n \n 46<\/td>\n 5.24 TEC.09 Product\/service supply <\/td>\n<\/tr>\n \n 47<\/td>\n 5.25 TEC.10 Product\/service validation
5.26 TEC.11 Product\/service verification <\/td>\n<\/tr>\n\n 48<\/td>\n 5.27 TOP.01 Leadership <\/td>\n<\/tr>\n \n 50<\/td>\n 6 Process capability indicators
6.1 General <\/td>\n<\/tr>\n\n 51<\/td>\n 6.2 Process capability levels and process attributes
6.2.1 General
6.2.2 Process capability Level 0: Incomplete process
6.2.3 Process capability Level 1: Performed process <\/td>\n<\/tr>\n\n 52<\/td>\n 6.2.4 Process capability Level 2: Managed process <\/td>\n<\/tr>\n \n 56<\/td>\n 6.2.5 Process capability Level 3: Established process <\/td>\n<\/tr>\n \n 61<\/td>\n 6.2.6 Process capability Level 4: Predictable process <\/td>\n<\/tr>\n \n 65<\/td>\n 6.2.7 Process capability Level 5: Innovating process <\/td>\n<\/tr>\n \n 68<\/td>\n 6.3 Related processes for process attributes <\/td>\n<\/tr>\n \n 70<\/td>\n Annex A (informative) Conformity of the process assessment model <\/td>\n<\/tr>\n \n 75<\/td>\n Annex B (informative) Input and output characteristics <\/td>\n<\/tr>\n \n 115<\/td>\n Annex C (informative) Association between base practices and ISO 9001 requirements <\/td>\n<\/tr>\n \n 306<\/td>\n Bibliography <\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":" Information technology. Process assessment. Process capability assessment model for quality management<\/b><\/p>\n
\n\n
\n Published By<\/td>\n Publication Date<\/td>\n Number of Pages<\/td>\n<\/tr>\n \n BSI<\/b><\/a><\/td>\n 2018<\/td>\n 308<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"featured_media":347335,"template":"","meta":{"rank_math_lock_modified_date":false,"ep_exclude_from_search":false},"product_cat":[2641],"product_tag":[],"class_list":{"0":"post-347329","1":"product","2":"type-product","3":"status-publish","4":"has-post-thumbnail","6":"product_cat-bsi","8":"first","9":"instock","10":"sold-individually","11":"shipping-taxable","12":"purchasable","13":"product-type-simple"},"_links":{"self":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product\/347329","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product"}],"about":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/types\/product"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/media\/347335"}],"wp:attachment":[{"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/media?parent=347329"}],"wp:term":[{"taxonomy":"product_cat","embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product_cat?post=347329"},{"taxonomy":"product_tag","embeddable":true,"href":"https:\/\/pdfstandards.shop\/wp-json\/wp\/v2\/product_tag?post=347329"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}