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ISO 20000


The main objective of the ISO 20000 standard is to implement a continuous improvement model in the organization, according to the following 4-phase diagram:


ISO 27.001

This standard implements a model based on processes which are traversal to services, according to the following chart:

ISO 27.001


PLAN
List the objectives and processes needed in order to achieve the expected result. It comprises the following phases:
    1.-Identify the target process to improve.
    2.-Collect data in order to deepen in the knowledge of the target process.
    3.-Analyse and interpret the obtained data.
    4.-Establish the proposed improvement objectives.
    5.-Detail the specification of the expected improvement results.
    6.-Define the processed which are needed in order to get the aimed objectives, according to the specifications.


DO
Implement the processes according to the previous plan.


CHECK
After a previously established time period, control data will be collected and analysed again, comparing them with the initial objectives and specifications, and then evaluating whether the expected improvement has been met or not.
The implementation of the processes is monitored, and the execution plan is evaluated. The conclusions will be documented.

ACT
According to the conclusions of the previous step, one of the following options would be chosen:

  •      If partial errors were found, a new PDCA cycle would be started with new improvements
  •      If no relevant errors were detected, the process modifications to processes would result in their large-scale application
  •      If fatal errors were found, the modification to processed would be aborted.


This way, a feedback and/or improvement on the improvement process planning is obtained as a result.



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