Quality Standards and Standard Operating Procedures (SOPs) – Vocabulary

Quality Standards

Documents that provide requirements, specifications, guidelines, or characteristics to ensure materials, products, processes, and services are fit for their purpose.

Relationship management

Managing interactions with customers and other stakeholders to support quality outcomes.

Customer focus

Prioritizing customer needs and expectations in planning, design, and service delivery.

Leadership

Guiding the organization to set direction, allocate resources, and drive quality improvement.

Evidence-based decision making

Decisions based on data, facts, and objective analysis rather than intuition.

Engagement of people

Involving employees at all levels in quality initiatives and decision-making.

Improvement

Ongoing efforts to enhance products, services, and processes.

Process approach

Managing activities as interrelated processes to achieve consistent results.

Standards Operating Procedures (SOPs)

Written, step-by-step instructions for performing routine activities to maintain safety and efficiency.

Process Procedure

A documented sequence of steps to carry out a specific business process.

Process Procedures Journey Flowchart

A flowchart mapping the lifecycle of process procedures, from design and implementation to audit and change.

Process Mapping

A visual outline of the steps, order, and interactions in a process.

Project Procedure

A procedure specific to a project, guiding its execution.

Policies

Formal rules or guidelines that govern actions and decisions within an organization.

Selection of Materials

Choosing materials for a project based on design requirements and examples (e.g., brand choices).

Testing Material

Determining materials’ technological and operational properties using tests and instruments.

Cost of Material

The price of materials and related considerations, including security or sustainability factors.

Characteristic of Materials Used in Specific Projects

Key material properties considered for a given project (quality, reliability, suitability, cost).

Good quality

High-standard materials; the most important factor in material selection.

Reliable

Material performance that is dependable, safe, and consistent.

Suitable for the application

Materials fit for the intended use and purpose of the project.

Low cost

Balancing cost with quality to avoid sacrificing quality for cheaper options.

Fault Identification and Reporting

Process for noting and addressing material faults, including receiving, reporting, returning, and inventory checks.

Receiving Materials

Verifying that received items match purchase orders/packing slips and are in acceptable condition.

Receiving Reports

Documentation of received goods in administrative systems; noting exceptions for partial payments or returns.

Returning of Merchandise

Returning incomplete or defective items to the supplier for replacement.

Making an Inventory Report

Creating inventory records to ensure integrity and security of processes.

Occupational Health and Safety (OHS)

Field addressing health, safety, and welfare issues in the workplace.

OHS Management Issues

Challenges and risks related to managing workplace health and safety.

Types and Work-related errors

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