CONTROL
Intended control
Expected outcomes defined; feedback captured; complaints linked; value and margin reviewed.
SaleQMS process area
Outcome & feedback
Verify fulfilment, customer perception and commercial result—not activity alone.
RISK
Failure modes
Success assumed at signature; leading indicators only; feedback isolated from process owners.
EVIDENCE
Useful evidence
Outcome review; customer feedback; complaint linkage; benefit and margin analysis.
MEASURE
Measures to consider
Decision cycle time; exception frequency; downstream failure; customer outcome; improvement effect.
Questions for process review
- What decision or customer outcome must this process area make more reliable?
- What evidence is sufficient, and who decides?
- How does control change with risk and complexity?
- Where can information be lost, distorted or delayed?
- How will we know that the process is effective?