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Purpose The purpose of this paper is to integrate process complexity as an object of analysis within effective quality management (QM). Design/methodology/approach This paper systematically analyzes different conceptions of complexity theory and characterizes process complexity from a QM perspective producing new insights how to address process complexity for continuous improvement. Findings The authors identified and specified four complexity characteristics, which we integrated in a holistic process complexity model (PCM). The author further developed the idea of internal and external process complexity and demonstrated that internal complexity needs to balance external complexity. Based on the PCM, internal process complexity can be analyzed and suitable management approaches can be selected, while conventional QM practices showed to be inefficient or even contra-productive when applied in the context of process complexity. Research limitations/implications This research is adapted to fit the needs of production processes. The PCM is designed from a QM perspective. Practical implications The developed model allows companies to specify and characterize process complexity in order to reflect on the appropriateness of their process management approaches. Furthermore, it gives an additional perspective on process analysis for tapping the full potential of process improvement programs. Originality/value This paper combines complexity theory with QM.

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