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Quality Management – APO11 (COBIT2019)

Managed Quality

Define and communicate quality requirements in all processes, procedures and related enterprise outcomes. Enable controls, ongoing monitoring, and the use of proven practices and standards in continuous improvement and efficiency efforts.


Ensure consistent delivery of technology solutions and services to meet the quality requirements of the enterprise and satisfy stakeholder needs.

Management practices

APO11.01 Establish a quality management system (QMS).

Establish and maintain a quality management system (QMS) that provides a standard, formal and continuous approach to quality management of information. The QMS should enable technology and business processes to align with business requirements and enterprise quality management.

APO11.02 Focus quality management on customers.

Focus quality management on customers by determining their requirements and ensuring integration in quality management practices.

APO11.03 Manage quality standards, practices and procedures and

integrate quality management into key processes and solutions.

Identify and maintain standards, procedures and practices for key processes to guide the enterprise in meeting the intent of the agreed quality management standards (QMS). This activity should align with I&T control framework requirements. Consider certification for key processes, organizational units, products or services.

APO11.04 Perform quality monitoring, control and reviews.

Monitor the quality of processes and services on an ongoing basis, in line with quality management standards. Define, plan and implement measurements to monitor customer satisfaction with quality as well as the value provided by the quality management system (QMS). The information gathered should be used by the process owner to improve quality.

APO11.05 Maintain continuous improvement.

Maintain and regularly communicate an overall quality plan that promotes continuous improvement. The plan should define the need for, and benefits of, continuous improvement. Collect and analyze data about the quality management system (QMS) and improve its effectiveness. Correct nonconformities to prevent recurrence.


Quality management QUMG

Quality management establishes within an organisation a culture of quality and a system of processes and working practices to deliver the organisation’s quality objectives. This involves the application of techniques for the monitoring and improvement of the quality of any aspect of a function, processes, products, services or data. The achievement of, and maintenance of compliance to, national and international standards, as appropriate, and to internal policies, including those relating to quality, service, sustainability and security.


Quality assurance QUAS

The process of ensuring, through independent assessment and review, that appropriate working practices, quality control activities, organisational processes and quality standards are in place and adhered to and that best practices are promoted throughout the organisation. Quality assurance provides confidence to internal management and external bodies, such as customers or regulators, that quality requirements will be fulfilled. Quality assurance may relate to any area where quality standards are applied, including products, data, services and business processes.


Related frameworks

ISO/IEC 20000



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