1 Scope
2 Normative reference
3 Definitions
4 Primary purpose of an organization
5 Managing the economics of quality
6 Identify/review processes
7 Organization's view
7.1 Identify process activities
7.2 Monitor costs
7.3 Produce process cost report
8 Customers' views
8.1 Identify factors affecting customer satisfaction
8.2 Monitor customer satisfaction
8.3 Produce customer satisfaction report
9 Manage the improvements
9.1 Management review
9.2 Identify opportunities
9.3 Conduct cost/benefit analysis
9.4 Plan and implement improvement
Annex A (informative) Bibliography