Support processes – Resource management

The organisation shall determine and provide the resources necessary to implement and maintain the quality management system and continually improve its effectiveness (…) (DIN EN ISO 9001:2008, 6.1. – p. 23).

The support processes describe the determination and provision of the required resources that are necessary for

  • our internal work to be carried out as effectively as possible, and
  • to offer products and services to the full satisfaction of our customers.

Logistics: Rapid parts supply

Basic and master data management

This includes procedures for recording, creating, changing and releasing BOMs, work plans, material master records, customer master records, supplier master records, personnel master records and time studies. All data used is entered in the SAP system.

Document and records management

The corporate process "Document and records management" describes the creation and change of internal documents and the acquisition and management of external documents (delivery notes certificates, etc.).

Personnel management

The organisation shall determine the necessary competence for personnel performing work affecting conformity to product requirements, where applicable, provide training or take other actions to achieve the necessary competence, evaluate the effectiveness of the actions taken, (…), maintain appropriate records of education, training, skills and experience (DIN EN ISO 9001:2008, 6.2.2. – p. 24).

Personnel management includes the following main processes: Personnel planning, personnel development, personnel support, and recruiting.

Infrastructure provision

The organisation shall determine, provide and maintain the infrastructure needed to achieve conformity to product requirements. Infrastructure includes (…) buildings, workspace and associated utilities, process equipment (…), supporting devices (such as transport, communication or information systems (DIN EN ISO 9001:2008, 6.3. – p. 25).

Infrastructure provision covers the main processes for the maintenance and repair of buildings, machinery and equipment as well as the processes for the provision and monitoring of inspection and testing equipment.

Strategic purchasing

The organisation shall ensure that purchased products conform to specified purchase requirements. The type and extent of control applied to the supplier and the purchased product shall be dependent upon the effect of the purchased product on subsequent product realisation or the final product. (…) Criteria for selection, evaluation and re-evaluation should be established. Records (…) should be kept. (DIN EN ISO 9001:2008, 7.4.1 – p. 33).

The corporate process "Strategic purchasing" details the purchasing of raw materials and components and also the selection and evaluation of suppliers.


The corporate process of "Marketing" includes the main processes of market observation, determination of product range, pricing and distribution, market presentation, creation and publication of sales material and maintenance of customer contact information.