The aim is to provide a methodology including procedure and tools, which allows enterprises to define adequate quality criteria for their performance, to measure their performance and quality and to derive reasonable actions to take for optimisation. An enterprise engineering method called IEM (Integrated Enterprise Modelling) is described in combination with the usage of the Six Sigma approach for performance measurement of an enterprise. Based on these two instruments a methodology is developed for the determination of adequate quality and performance criteria and reasonable measures for the enterprise organisations. The method for quality governance consists of five steps and corresponding instruments and is the 'basic circle' for continuous optimisation of the processes of the entire enterprise: (1) description of enterprise objects and processes in an enterprise model; (2) definition and measurement of process quality criteria in a 'process quality index/profile' related to the Enterprise Processes; (3) definition and assessment of enterprise quality criteria in an 'enterprise quality scorecard'; (4) monitoring and control in a 'quality cockpit'; (5) derivation of required measures and usage of the Six Sigma method for optimisation. Practical questions will be solved by using the method: 'What are the adequate quality criteria and methods to ensure such performance? What are the measures to be taken to be able to build up, optimise and operate an enterprise successfully? What must we do to get quality governance?"

Volume 20

Numbers 7-8