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The practice of quality management is usually broken into 3 processes: quality planning, quality assurance, and quality control.The concept of continuous improvement is an overarching process that is driven by Plan, Do, Check and Act.
1. Quality Planning – identifies which standards are relevant and how to satisfy them (examples: cost-benefit analysis, benchmarking). Components would be creation of a quality management plan, identification of measures and metrics, acceptance criteria for go-live.
2. Quality Assurance – Activities that ensure that the service will have all processes needed to meet requirements (example: quality audits).
3. Quality Control – Iterative process to ensure that quality standards are being met. These are defined in the quality management plan. The outcomes would be acceptance decisions, rework, and process adjustments.
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