PREMISES OF THE PROCESS APPROACH NECESSITY IN THE CONTEXT OF SUSTAINED SUCCESS ACCORDING TO ISO 9004:2010 STANDARD

In this paper, the authors intend to define the process approach" concept, from quality management point of view, and to identify methods for monitoring and measuring the processes results, results that are established by ISO 9004:2010 standard at a performance level for a sustained success of an organization. This standard can be applied by any organization, no matter of size, type or activity, and this involves specific approaches for monitoring and measuring the results. In this case study it is exemplified the development of process approach and also, are established methods for measuring and monitoring the processes, developed according with ISO 9004:2010 standard. Processes results can be at a performance level or can remain simple results. Sustained success, according to ISO 9004:2010, is represented by the obtained results at a specific performance level and so, by monitoring and measuring them, the top management from any type of organization can improve the obtained results so that all of them can achieve the performance level in an ever changing environment.