Process management is a concept that integrates quality/performance excellence into the strategic management of organizations. It is Category 6.0 of the Malcolm Baldrige National Quality Award. Process management includes (1) process design or engineering, which is the invention of new processes; (2) process definition, which requires the description of existing processes; (3) process documentation; (4) process analysis and control; and (5) process improvement.

Process design and definition include describing what must be done and how it is to be accomplished. After defining a process, it must be documented using a flowchart, a process map, or even a simple checklist. Until the process is described and documented, one cannot be assured that a process is in place. At that point, the process can be analyzed and improved.

There are many process analysis tools, including cause-and-effect diagrams, statistical process control, and trend analyses. Process improvement may result from gradual, continuous improvement or a...