Intro -- Title page -- CIP data -- Table of Contents -- List of Figures and Tables -- Acknowledgments -- Chapter 1: Introduction -- 1.0 The Disruptive Technologies -- 1.01 Cloud Computing -- 1.02 Big Data -- 1.03 Connecting Everything -- 1.04 Automation (Digitization) -- 1.05 Security -- 1.06 Telemetry -- 1.07 Artificial Intelligence (Machine Learning) -- 1.08 Social Media -- 1.1 Other Considerations -- Mergers and Acquisitions (M&A) -- Corporate Governance and Business Ethics -- 1.2 Quality Awards -- 1.2.1 The Deming Prize -- 1.2.2 The Malcolm Baldrige National Quality Award, 1.2.3 European Foundation for Quality Management Excellence Award -- 1.2.4 Watts S. Humphrey Software Process Achievement Award -- 1.3 Popularity of the Quality Excellence Frameworks -- 1.4 Introduction to ISO 9000 -- 1.4.1 Benefits of ISO -- 1.4.2 ISO 9000:2015 Quality management systems-Fundamentals and vocabulary -- 1.5 ISO 9001:2015 Quality management systems-Requirements -- QMP 1-Customer Focus -- QMP 2-Leadership -- QMP 3-Engagement of People -- QMP 4-Process Approach -- QMP 5-Improvement -- QMP 6-Evidence-Based Decision Making (EBDM) -- QMP 7-Relationship Management -- 1.6 Certification, Clause 4 -- Clause 5 -- Clause 6 -- Clause 7 -- Clause 8 -- Clause 9 -- Clause 10 -- 1.7 Sector-Specific Standards -- 1.8 ISO 9004 -- 1.9 The Difference between a Standard and a Guideline -- Chapter 2: Culture for Sustained Success -- 2.1 General -- 2.2 Growth -- 2.3 Where Do You Begin? -- 2.4 Fulfilling Customer Requirements -- 2.5 Determining Risks and Opportunities -- 2.6 Developing Policies, Strategies, and Objectives -- 2.7 Appropriate Process Development -- 2.8 Continuous Improvement -- 2.9 Improving Internal and External Communication -- Chapter 3: Context of the Organization, 3.1 General -- 3.2 The Context -- Internal and External Issues -- 3.3 Interested Parties -- Internal Interested Parties -- External Interested Parties -- Summary -- Chapter 4: Organizational Identity -- 4.1 General -- 4.2 Critical Foundational Elements -- 4.2.1 Mission -- 4.2.2 Vision -- 4.2.3 Values -- 4.2.4 Culture -- Chapter 5: Leadership -- 5.1 Effective Leadership -- 5.2 Differentiation between Leaders and Managers -- The Critical Need for Leaders -- 5.3 Policy -- 5.4 Strategy -- 5.5 The Importance of Objectives -- 5.6 Communications -- 5.6.1 Newsletters -- 5.6.2 All-Hands Meetings, and 5.6.3 Video on Demand -- 5.6.4 E-mail -- 5.6.5 Staff Meetings -- 5.6.6 Social Media -- Chapter 6: Importance of Process and Process Management -- 6.1 General -- 6.2 Process Methodology -- 6.2.1 Required Processes -- 6.3 Core Business Processes -- 6.3.1 Identifying Cross-Functional Dependencies -- 6.4 Stakeholders -- Obtain Feedback -- Provide Understanding -- Get Buy-In -- Offer Training on the New Process -- 6.5 Appointment of Process Owners -- 6.6 Process Benchmarking -- 6.7 Process Management -- 6.7.1 Process Interactions -- 6.7.2 Process Output Criteria -- 6.7.3 Risks and Opportunities
