Quality Management Plan Framework
1. Introduction and Purpose
o Scope of the Quality Management Plan
o Quality objectives and goals
o Alignment with organizational strategy
2. Quality Policy and Standards
o Quality policy statement
o Applicable industry standards and regulations
o Internal quality standards and benchmarks
3. Organizational Structure and Responsibilities
o Quality management team structure
o Roles and responsibilities
o Quality-related communication channels
4. Quality Planning
o Quality requirements identification
o Quality metrics and key performance indicators (KPIs)
o Quality assurance activities planning
o Quality control planning
o Risk assessment and mitigation strategies
5. Quality Assurance Processes
o Process audits
o Peer reviews
o Training and competency programs
o Continuous improvement initiatives
o Supplier quality management
6. Quality Control Processes
o Inspection and testing procedures
o Defect prevention techniques
o Statistical process control
o Non-conformance management
o Corrective and preventive actions (CAPA)
7. Documentation and Records Management
o Quality management system documentation
o Standard Operating Procedures (SOPs)
o Work instructions and guidelines
o Quality records retention and archiving
8. Performance Measurement and Analysis
o Data collection methods
o Performance analysis techniques
o Reporting mechanisms
o Trend analysis and forecasting
9. Continuous Improvement
o Kaizen and lean methodologies
o Six Sigma projects
o Lessons learned and best practices sharing
o Innovation and process optimization
10.Training and Awareness
o Quality awareness programs
o Role-specific quality training
o Certification and competency assessment
o Training effectiveness evaluation
11.Risk Management in Quality
o Quality-related risk identification
o Risk assessment and prioritization
o Risk mitigation strategies
o Risk monitoring and review
12.Compliance and Regulatory Management
o Regulatory requirements identification
o Compliance monitoring and reporting
o Audit preparation and management
13.Service Level Agreement Monitoring
o Track performance against defined SLAs
o Implement real-time dashboards for service performance visibility
o Establish clear measurement methodologies for uptime and
availability
o Define response time objectives for different severity levels.
14.Quality Tools and Techniques
o Root cause analysis methods
o Quality function deployment (QFD)
o Failure mode and effects analysis (FMEA)
o Design of experiments (DOE)
15.Quality in Project Management
o Project quality planning
o Quality gates and stage-gate reviews
o Project quality metrics
o Post-project quality reviews
16.Preventive Maintenance Quality Management
o Establish maintenance schedules and standards for critical
infrastructure
o Define quality metrics for maintenance activities
o Ensure proper documentation of all maintenance procedures.
17.Quality in Information Security
o Information security policies
o Data quality management
o Cybersecurity measures
o Privacy and data protection
18.Quality Management System Review
o Management review process
o Quality system effectiveness evaluation
o Improvement opportunities identification
o Action planning and follow-up
19.Quality Reporting and Communication
o Quality dashboards and scorecards
o Quality status reporting
o Stakeholder communication plans
o Quality success stories and case studies
20.Quality in IT Service Management
o ITIL framework integration
o Service level management
o Incident and problem quality management
o Change and release quality assurance
21.Quality Culture Development
o Quality awareness campaigns
o Employee engagement in quality initiatives
o Recognition and reward programs
o Quality champions and mentoring
This comprehensive Quality Management Plan framework provides a detailed
structure for Tesnus's Quality Management Team to develop and implement a
robust quality management system across all functions of the organization.
Here are the key areas where Quality Management can be applied within Tesnus'
scope of responsibilities:
Service Desk
Technical support quality (not customer-facing)
Incident response time metrics
First call resolution rates
Ticket backlog management
Knowledge base effectiveness
Service request fulfillment
SLA adherence monitoring
Network Operations Center (NOC)
Network monitoring effectiveness
Incident detection and response times
Network performance metrics tracking
Root cause analysis quality
Change implementation success rates
Network security control effectiveness
Infrastructure and Operations
Server and storage performance management
VM provisioning quality
Backup and recovery effectiveness
Patch management compliance
Infrastructure monitoring and alerting
Preventive maintenance effectiveness
Security Operations
Security incident response effectiveness
Vulnerability Resolution effectiveness
Cloud Services Management (IaaS/PaaS)
Cloud service provisioning quality
Multi-cloud management effectiveness
Resource utilization optimization
Cloud performance monitoring
API management quality
Cloud security implementation
Change and Release Management
Change request processing quality
Implementation planning
Testing and validation effectiveness
Post-implementation review quality
Emergency change handling
Release scheduling and coordination
Configuration Management
CMDB accuracy and completeness
Configuration item tracking
Relationship mapping quality
Configuration verification and auditing
CI lifecycle management
Problem Management
Root cause analysis effectiveness
Problem identification timeliness
Known error database management
Permanent fix implementation
Problem trend analysis
Recurrence prevention
Data Protection
Data encryption implementation
Access control effectiveness
Data leak prevention
Data classification accuracy
Data recovery capabilities
Compliance with data protection regulations
Hardware and Software Maintenance
Maintenance scheduling and execution
OEM coordination effectiveness
Hardware warranty management
Software update management
Lifecycle management quality
Preventive maintenance effectiveness
