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ISO 9000 Marketing Procedures Process Street
ISO 9000 Marketing Procedures Process Street
Task Summary
2 Introduction:
3 Amendments:
4 Purpose:
5 Responsibilities:
6 Scope:
7 Procedures:
20 Sprint Planning
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23 Creating an Invoice
39 Overview:
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This template is designed to help you easily build standard operating procedures which adhere to ISO-9001:2015 Quality
Manual
Add this template to your organization in Process Street and you can export it to word and save as PDF once you have
completed it.
Throughout each section, you will find concise instructions to complete your SOPs. You can select "Edit template" to change
the text within each section.
You are able to add new text, images, and subchecklists into this template by using the widgets on the right-hand side of
the editing screen.
The ISO-9001:2015 requirements can vary between industries. If you need to view the specific standards and differences
between industries, check this page of the ISO website (https://www.iso.org/iso-9001-quality-management.html).
More detailed information on how to work with ISO-9001:2015 can be found here
(https://www.iso.org/obp/ui/#iso:std:iso:9001:ed-5:v1:en).
Once you’ve started work on your own mini-manual, you can delete this section.
2 Introduction:
Brightstar Marketing has developed and implemented this QMS (Quality Management System) manual in order to
document the company’s standard operating procedures, improve management in the company in a general capacity, and
to uphold and exceed the requirements and expectations of its customers and other interested parties.
This manual meets the requirements of the ISO 9001:2015 standard. It was designed to outline the fundamental principles
of structure, development, production, deployment, and updating of the company’s services and products.
The QMS process results in more efficient and effective performance, achieved more consistently and predictably because
the company's workflows and processes are understood and managed as interrelated systems.
Part of this process includes management of the QMS and all related processes by way of planning, testing, reviewing, and
updating “Plan-Do-Study-Act” (PDSA) methodology and a focus on “Risk-Based-Thinking” leading to the prevention of
undesirable outcomes.
The manual outlines the QMS, including the relations and responsibilities of interested parties on the system. It also serves
as a comprehensive guide to all standard operating procedures and processes within the scope of the QMS, in accordance
with the ISO 9001:2015 standard.
Internally, this manual will guide Brightstar Marketing’s employees through ISO quality requirements and standards that
must be adhered to and upheld in order to ensure sustained and continuously improving customer satisfaction.
Externally, the manual is used to introduce interested parties (including customers and external organizations) to our QMS
system. It is also for them to use as a reference point to understand and familiarize themselves with the standards that have
already been implemented and to assure that QMS standards are maintained with a focus on customer satisfaction and
continuous improvement.
Revision: 03
Doc Number: 4
Conforms to ISO-9001:2015
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3 Amendments:
4 Purpose:
Welcome
Implementation of a QMS within an organization is considered a strategic decision; a robust, meticulously designed QMS
can help to improve general performance and is the groundwork for sustainable development initiatives.
This document is intended as a kind of quality reference-manual (or mini-manual) for use at Brightstar Marketing.
It is essentially a high-level overview of all standard operating procedures in use at Brightstar, and serves as your reference
point for understanding, deploying, and updating workflow processes throughout the organization.
Quality Policy
Here at Brightstar, we are dedicated to delivering, maintaining, and exceeding the highest quality standards to our existing
and growing customer base in a timely and consistent manner.
Part of this process includes management of the QMS and all related processes by way of planning, testing, reviewing, and
updating in a “Plan-Do-Study-Act” (PDSA) methodology, with focus on “Risk-Based-Thinking” leading to the prevention of
undesirable outcomes.
Our quality standards are designed to bring control and consistency into all of the procedures we use. Part of this control is
in how we document our procedures to ensure consistency.
The documented information will comprise the following:
Operations Mini-manual: A high-level overview describing the policies and procedures in place to meet the
standard.
Procedures: As part of the mini-manual, these document each step of a process and constitute a unified system
which contains complete Work Instructions for how to perform a process, and Forms to provide additional
information and evidence to support the system.
Typically when a new procedure is needed, the first version is created with an emphasis on rapid deployment at the level of
minimum viable product.
The procedure is subsequently tested and improved upon, until those final procedures deemed worthy to become a
standard within the company are subject to FMEA (PR. 21) to ensure company quality standards are met.
Much of these quality assurance policies are addressed by existing practices, though they may or may not be clearly
documented. Other requirements of the standard may not be addressed at all, and will need to be implemented and
documented adequately.
We utilize the Process Street software for storing, managing, improving, and following our processes and procedures. New
processes are constructed collaboratively by the teams which use them, and are optimized using PR. 22. When these
processes have been approved to become company procedures, we employ PR. 21 to complete the formalization process.
We utilize DMAIC to improve already formalized procedures.
We trust our team members to understand their roles and responsibilities. When new tasks arise, team members are
expected to record their activity in order to create an initial process. That process will then be informally assessed by
the team. If the scope and purpose is deemed appropriate, the team nominates a member to run PR. 22. PR. 22 will
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continue to be run by the nominated member until it is felt the process is ready to be submitted to the QAM for
approval.
Recurring processes will be submitted for review to become company approved procedures. The most critical
processes will be improved and informally assessed by the QAM. The Qam then runs the FMEA process to ensure
they’re up to our standard, and risks have been assessed, and they are ready to be implemented throughout our
organization.
For business-critical procedures, we employ the DMAIC technique, based on the Six Sigma system of process
improvement. This procedure is overseen by the Quality Assurance Manager.
We satisfy all customer and ISO 9001:2015 requirements and continue to improve our processes to enhance customer
satisfaction and loyalty.
5 Responsibilities:
In accordance with the first step of implementing ISO 9001 requirements, the purpose of this section is to thoughtfully align
the business objectives of Brightstar Marketing with the QMS.
To fully understand the organization and its context, Brightstar Marketing determined the externaland internal issues that
are relevant and that affect its ability to achieve intended results.
Profit margins have exceeded milestones this previous quarter, and a survey of workplace happiness has yielded a worker
satisfaction ratio of above 80%. Local market share is high, as
Brightstar is the longest-running marketing agency in the local area. Strong internal processes are reflected in the Net
Promoter Score (NPS), and a high level of proprietary data gathered as a result of our consensual data gathering initiative
over the past year positions us advantageously to potential upcoming GDPR regulation affecting EU data gathering.
However, unresolved compliance issues and a number of dated internal procedures pose potential risk in the face of
upcoming GDPR regulation. It has also been noted that more of our clients are opting to insource for certain compliance-
related needs. In response to this, recent SWOT analysis suggests a budgeting for GDPR consultant and movement towards
international compliance in order to position ourselves ahead of new internal teams.
Capacity for video marketing and a campaign targeting upcoming ISO standard revisions as well as promising keywords will
allow us to stave competition and maintain a local market share advantage.
Strategies for Knowledge Graph ranking have also been proposed, due to certain keywords being demoted by Google’s
preference for SERP Knowledge Graphs.
Complete SWOT breakdown can be found in the SWOT analysis section below.
Internal issues:
External issues:
Interested Parties
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Interested parties may be customers, owners, suppliers, unions, bankers, etc. and to understand their needs and
expectations, you must:
Leadership
SWOT analysis
6 Scope:
Content Creation
Blog Pre-Publish Checklist (PR. 18)
Content Promotion Checklist (PR. 19)
Graphic Design
Graphic Design Process (PR. 15)
Logo Design Process (PR. 17)
Process Optimization
Intro to FMEA Template: Failure Mode and Effects Analysis (PR. 21)
Process for Improving a Process (PR. 22)
Locations
Exclusion
Factors outside of QMS scope
Procedure exclusion
New processes are often constructed collaboratively, in-line with the spirit of our QMS and policy assurances. When these
processes become regular, recurring events, we perform a Failure Mode and Effects Analysis (FMEA) and formalize them into
set procedures which can then be added to the database of documented procedures in our QMS mini-manual.
This approach allows us to deploy processes rapidly and engenders a standard of fault-tolerance in the process of designing
new processes. It also ensures that all of our SOPs that are ultimately formalized are guaranteed to be working, actionable
processes.
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7 Procedures:
For business process management we utilize Process Street as a workflow management powerhouse.
From here, we build, manage, deploy, update, collaborate, and automate processes in the form of checklists
(https://www.process.st/help/docs/running-checklists/) and templates (https://www.process.st/help/docs/templates/).
Summary
This procedure defines the requirements for a new PPC account audit.
The Director of Marketing is responsible for the implementation and management of this procedure
Procedure
Introduction:
Goals:
Tracking:
Campaign Settings:
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Targeting:
Ads:
Keywords:
Quality Score:
Ad Extension:
1. a. Ensure GMB is linked to your Ads account to enable location extensions (if applicable)
b. Check for campaigns with missing ad extensions
c. Remove any non-performing automated extensions
d. Check the status of ad extension (approved or disapproved)
e. Ensure sitelinks have relevant descriptions
f. Make sure your call extension is scheduled during operational hours
g. Check if ‘call reporting’ is enabled to track conversions from your call extensions
Remarketing Campaigns:
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Metric Review:
Report/Action Items:
Summary
This procedure defines the requirements for running a daily PPC campaign review.
The Director of Marketing is responsible for the implementation and management of this procedure.
Procedure
Introduction:
Campaign Overview:
KPI Review:
Keyword Review:
Budget Alignment:
Report/Action Items:
Summary
This procedure defines the requirements for running a weekly PPC campaign review.
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The Director of Marketing is responsible for the implementation and management of this procedure
Procedure
Introduction:
Report/Action Items:
1. a. Summarize findings
b. Create a report
c. Print or email report
Summary
This procedure defines the requirements for running a monthly PPC campaign review.
The Director of Marketing is responsible for the implementation and management of this procedure
Procedure
Introduction:
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Report/Action Items:
1. a. Summarize findings
b. Create a report (if needed)
c. Send report
Summary
This procedure defines the requirements for analysis of competition before launching any keyword-focused paid ads.
The Director of Marketing is responsible for the implementation and management of this procedure
Procedure
Introduction:
Summary
This procedure defines the requirements for creating a new Facebook Ads campaign.
The Director of Marketing is responsible for the implementation and management of this procedure.
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Procedure
Introduction:
1. a. Record setup
Facebook Setup:
Audience Creation:
Ad Copy:
Campaign Creatives:
Budget Checklist:
Output:
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Summary
This procedure outlines the daily standup meeting for the team’s progress on the current sprint.
The General Manager is responsible for the implementation and management of this procedure.
Procedure
Introduction:
1. a. Attendance
b. Updates
c. Does anyone want to kick anything out?
d. Make sure everyone has scheduled their weekly call
e. Make sure all PRs are accounted for
f. Burndown chart
g. Staging review
h. Does anyone have any 5-8 pointers to discuss?
Summary
This procedure defines the requirements for refining and selecting the keywords that will help you maximize your SEO.
The Director of Marketing is responsible for the implementation and management of this procedure.
Procedure
Introduction:
Brainstorming:
Keyword optimization:
Output:
Summary
This procedure defines the requirements for performing a Google Analytics audit.
The Director of Marketing is responsible for the implementation and management of this procedure.
Procedure
Introduction:
Preparation:
Property configuration:
View configuration:
Filters:
Tracking:
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Tag Manager:
Attribution:
Finishing up:
Summary
This procedure defines the requirements for performing a technical SEO audit.
The Director of Marketing is responsible for the implementation and management of this procedure.
Procedure
Introduction:
Pre-audit:
Traffic analysis:
Technical factors:
1. a. Check robots.txt
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Screaming Frog:
Content:
Authority:
Social media:
Final report:
Summary
This procedure defines the requirements for reviewing, estimating, and assigning issues to the next sprint.
The General Manager is responsible for the implementation and management of this procedure.
Procedure
Introduction:
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Summary
This procedure defines the requirements for reviewing the latest sprint and discussing what could be improved.
The General Manager is responsible for the implementation and management of this procedure.
Procedure
1. a. Introduction:
b. Select participants
c. Review tasks from last retrospective
d. What went well / wrong during the sprint cycle?
e. Review velocity chart
f. Create issues in JIRA labeled "Retrospective"
20 Sprint Planning
Summary
The General Manager is responsible for the implementation and management of this procedure.
Procedure
Introduction:
Preparation:
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Summary
The General Manager is responsible for the implementation and management of this procedure.
Procedure
Introduction:
Preparation:
Summary
This procedure defines the requirements for start a new project with a client to provide images or designs.
The Graphic Design Lead is responsible for the implementation and management of this procedure
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Procedure
23 Creating an Invoice
Summary
This procedure defines the requirements for generating an invoice in minutes with simple automation.
The accountant is responsible for the implementation and management of this procedure.
Procedure
Information:
Invoice:
Summary
This procedure defines the requirements for co-ordinating the logo design process between a designer and client, making
sure deliverables and feedback are stored in one place.
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The Graphic Design Lead is responsible for the implementation and management of this procedure.
Procedure
Summary
This procedure defines the requirements for running a blog post through all necessary pre-publish checks.
The Content Manager is responsible for the implementation and management of this procedure.
Procedure
Introduction:
Pre-Publish:
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Summary
This procedure defines the requirements for promoting a new piece of content.
The Content Manager is responsible for the implementation and management of this procedure.
Procedure
Introduction:
1. a. Set up blog
b. Prepare your Post
c. Share on Social Media
d. Email your Subscribers
Outreach:
Syndication:
1. a. Use JustReTweet
b. Post on Related Forums and Groups
c. Comment on related Blog Posts
d. Post on Q&A Sites
e. Scoop.it
f. Reverse Engineer your Competition
g. Pay for Promotion
h. Deep-Link to the Content from Older Posts
i. Submit to Link Roundups
j. Repurpose Your Content
Summary
This procedure defines the requirements for onboarding new affiliate partners.
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The Director of Marketing is responsible for the implementation and management of this procedure.
Procedure
Introduction:
Review:
Approval:
Paperwork:
Announcements:
Summary
The Quality Assurance Manager is responsible for the implementation and management of this procedure.
Procedure
Introduction:
Summary
This procedure defines the requirements for ongoing framework for testing, updating, and continually improving an existing
process.
The Quality Assurance Manager is responsible for the implementation and management of this procedure.
Procedure
Introduction:
Preparation:
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Summary
This procedure defines the requirements for training new accountancy staff and integrating them into your team.
The Accountant is responsible for the implementation and management of this procedure.
Procedure
Introduction:
First day:
First week:
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Summary
This procedure defines the requirements for processing employee expense claims.
The Accountant is responsible for the implementation and management of this procedure.
Procedure
Introduction:
Claimant:
Manager:
Accountant:
Human Resources:
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Summary
This procedure defines the requirements for requesting and recording payments made to your company.
The Accountant is responsible for the implementation and management of this procedure.
Procedure
Introduction:
The buyer:
Invoicing:
Tracking:
Summary
This procedure defines the requirements for handling outgoing payments in an efficient and compliant manner.
The Accountant is responsible for the implementation and management of this procedure.
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Procedure
Introduction:
Purchase order:
Receiving report:
Document validation:
Payment:
Summary
This procedure defines the requirements for determining how much money your company has earned and spent each
quarter.
The Accountant is responsible for the implementation and management of this procedure
Procedure
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Introduction:
Gross profit:
Net income:
Retained earnings:
Summary
This procedure defines the requirements for creating a quarterly cash flow report.
The Accountant is responsible for the implementation and management of this procedure.
Procedure
Introduction:
Preparation:
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Summary
This procedure defines the requirements for creating a snapshot of your company’s financial position.
The Accountant is responsible for the implementation and management of this procedure.
Procedure
Introduction:
Preparation:
Summary
This procedure defines the requirements for double checking and gathering all the necessary information and materials to
file your business tax return.
The Accountant is responsible for the implementation and management of this procedure.
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Procedure
Introduction:
First step:
Payroll data:
Expense details:
IRS correspondence:
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Summary
This procedure defines the requirements for creating a comprehensive overview of all financial, operational, and strategic
activity of your business.
The Accountant is responsible for the implementation and management of this procedure.
Procedure
Introduction:
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39 Overview:
Process Sequence
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