love02eat,
Helmut beat me to it.
The circle depicting the cycle of continual improvement can be confusing when showing the sequence and interaction of the processes that your organization determined as essential to fulfill your organization's purpose or mission.
Your system comprises key processes of two types: core and support.
The core process runs from customer needs to cash in the bank (or in your case from quote to shipping) and the support processes direct, sustain and improve the core process.
Examples of key processes in the core process:
Marketing - including keeping the website up to date
Selling - making promises the organization can keep and monitoring customer satisfaction
Purchasing - from suppliers able to meet your requirements
Producing - adding value to inputs to fulfill specifications
Packaging - labeling and protecting the product
Shipping - delivering the product on-time
Invoicing - obtaining prompt payment
You could show the core process as an block arrow starting and ending with the customer. Under this you could show your support processes.
Examples of key processes that support the core process:
Assessing risks and planning - strategically and for each order
Recruiting - attracting people with the required innate abilities
Training - for awareness and competence
Maintaining facilities and equipment - including measuring equipment
Providing reliable information - aka control of information
Preventing nonconformity - aka preventive action
Stopping recurrence of nonconformity - aka corrective action
Investing in improvement - includes setting objectives and management review
Auditing - reporting on how well the management system helps employees to meet requirements
Note that inspecting and testing products is part of the production process and purchasing process as is controlling nonconforming products. Monitoring processes would also be an integral part of every process
unless it needs to be broken out as a separate process for effective planning, operation and control.
Note how auditing includes auditing of the continual improvement processes including the process monitoring by auditees. Too often we see all corrective action coming from audit instead of from monitoring.
BTW - who designs your packaging?
John