4. Define sales policy and monitor sales

To ensure that this essential part of the sales process is taken into account, we've taken the liberty of referring to it as a "sales process" rather than a "customer relationship management process". It goes without saying that the complete process must be drawn up by your sales manager, if possible in conjunction with the process manager if someone else is appointed.

As Quality Manager, you will have to ensure that all activities are identified, as well as the corresponding interactions. You will also have to help your colleague formalize what is necessary (cf. ISO 9001 documented information). You will also have to validate the implementation and operation of relevant indicators with a view to continuous improvement.