Abstract-Well-defined process can support product development and implementation of services in several sectors as industry, commerce and service areas. For the development of educational products or for the implementation of educational services, processes management also has relevance. To be institutionalized they require proper and specific mechanisms and to be implemented they could follow a methodological approach as it is presented in this article. Specific frameworks to education area are presented and they can support the implementation of such processes which favors considerably the quality of products and services. Some of these frameworks are highlighted and an analysis presents its relation to six dimensions of quality for education products and services. An in-depth treatment about quality related to the processes demonstrates the importance of process management with a view to their continuous improvement to meet the quality requirements.Index Terms-Process, process management, educational products and services, quality in education.
I. INTRODUCTIONThe importance related to the process management is considered in many areas of modern society. Industry, commerce and service areas are examples that consider the process management as an important tool to develop, deliver and maintain their results. For the education area, this type of management is being increasingly sought, especially when it comes to consider the implementation of programs and courses offered with the support of Information and Communication Technologies (ICT). The education area can consider products and services supported by digital technologies as distance education, e-learning or learning objects that require several elements to be implemented, such as, instructional design, theories of pedagogy and psychology, computing and heavy application of management concepts, including an enhanced vision of process management.To [1] the process management is an essential approach in all areas of the economy, including education and it is clear that classical frameworks are not applicable to education in an immediate view. Thus there is a clear necessity to establish specific frameworks for process management in the educational area.Developers, buyers and users of these products and services are increasingly aware of its quality, so these frameworks can enable significant improvements in the quality of educational products and services. To educational processes in this field".This reality can be seen by the actions of governments and regulatory institutions or associations that seek to create models and standards to promote the capacity of educational products development with better quality, as well as execute and deliver better services. The growing number of frameworks for this purpose can also be observed and some of these are presented in more detail in later section of this article. For [3] quality in the field of e-learning is an issue of relevant importance.Often these frameworks are supported by governments or organizations see...