6. Mistakes to avoid

6.1 Don't overestimate the operating power of process-related documents

There are different types of documents associated with a process:

• for voluntary and discretionary use, such as maps, procedures and instructions which are available and which people can consult if necessary;

• or for mandatory use, such as manufacturing follow-up forms, inspection plans or monitoring plans guiding the step-by-step performance of activities.

All of these documents have intrinsic value, but at the crucial moment when activities are carried out, which ones are called upon? These have a greater impact than others on the quality of products and services, and should therefore be given...