HEC-Ecole de gestion de l'Université de Liège
HEC-Ecole de gestion de l'Université de Liège

Optimisation du système de management de la qualité par l'approche processus dans une logique d'amélioration continue

Romboux, Charline ULiège
Promotor(s) : Van Caillie, Didier ULiège
Date of defense : 21-Jun-2017 • Permalink :
Title : Optimisation du système de management de la qualité par l'approche processus dans une logique d'amélioration continue
Translated title : [en] Optimization of the quality management system by the Process Approach in a logic of Continuous Improvement
Author : Romboux, Charline ULiège
Date of defense  : 21-Jun-2017
Advisor(s) : Van Caillie, Didier ULiège
Committee's member(s) : Lisein, Olivier ULiège
Leruth, Sophie ULiège
Grégoire, Joël 
Language : French
Number of pages : 148
Keywords : [en] Process approach
[en] internal communication
[en] internal client/supplier relationship
[en] ISO 9001: 2015 Standard
[en] organisational performance
[en] requirements
[en] SMART objectives
[en] process description
Discipline(s) : Business & economic sciences > Strategy & innovation
Institution(s) : Université de Liège, Liège, Belgique
Degree: Master en sciences de gestion, à finalité spécialisée en Intrapreneurship and Management of Innovation Projects
Faculty: Master thesis of the HEC-Ecole de gestion de l'Université de Liège


[en] The company Spa Monopole is the main production site of the Spadel group. Spadel is an independent European family group that produces and markets natural mineral water, spring water and natural refreshing beverage brands. Though, Spa Monopole currently achieves great financial results, it seems that internal communication can be improved. The company intends to upgrade the interactions between different departments by having a more fluid flow of communication within the organisation. Aware of the significant benefits of the process approach in performance management, the quality team wonders if the latter could solve its communication issues.

This master thesis is undertaken to evaluate and analyse the benefits this approach can bring to the functioning and the performance of the site. To achieve this goal, the first step is to understand the organisation and identify its weaknesses, but also to understand in which context the company is positioning. Then, the next objective is to observe how the process approach can improve the weaknesses of the business. Concerning the real implementation, some steps are achieved while identifying the different processes and the existing flows between them or collecting the requirements of each one to be able to make these processes interact. Another important step is the establishment of the identity cards for each process. This make it possible to formalise the content of the process by introducing the importance of the internal client-supplier relationship. Indeed, it is important that everyone knows what is expected of him or her and what he or she expects from others in return. By considering the company as several subsystems, the process approach makes it possible to reorient the efforts of the various actors towards the organisational objectives and to clarify the roles and responsibilities for each of them. Finally, the process approach also helps in the implementation of SMART objectives to effectively evaluate its process and to be able to establish improvement initiatives.
This process approach is the main aspect of the ISO 9001 standard and is in line with the objective that Spa Monopole has set for 2018: namely, the certification of the new version of this standard.



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