Modelling sales processes as preparation for ISO 9001 certification

When trying to establish quality management in a service industry one is confronted with a particular set of problems due to the distinctive characteristics of service processes. Describes the assessment procedure for service processes using a case study obtained from the sales department of a company in the computer industry. A slightly modified process modelling technique – usually employed in the field of requirements engineering – is used to analyse and depict the processes. Aims to discover weak points inherent in the business processes and eliminate them in order to pass the ISO 9001 certification audit.