Using GRAI Perf to design and implement a quality performance indicator system in accordance with the new ISO 9000:2000 standards

In order to respect the new ISO 9000-2000 standard for managing quality in enterprises, it is now necessary to demonstrate that the company is organized in business processes and is able to control these business processes and improve continuously the quality management system. This paper intends to show how to control business processes using GRAI methodology and more precisely the GRAI Perf module which allows to define the objectives, action means and performance indicators of each business process.