This document outlines the key steps in a quality management (QM) process, including design, production, delivery, and customer service. It notes that quality must be embedded throughout each step. It also lists different methodologies that should be used to identify and address quality issues, such as process understanding, measurement, analysis, engineering tools, auditing, and development. Finally, it shows that quality impacts costs and pricing, and a map tracking quality metrics should be available to assess economic impacts.