Table of Contents

Part One Support Processes 1 Document control 2 Communication 3 Marketing 4 Information systems and technology 5 Human resource management 6 Skills and tools for management systems 7 Training and development 8 Customer relations management 9 Knowledge management 10 Financial management Part Two Assurance Processes 11 Management reviews 12 Measurement and analysis 13 Audits Appendix 1: Abbreviations and acronyms

About the Author

Titus De Silva is a consultant in management skills development, pharmacy practice, quality management and food safety and an Advisor to the newly established National medicines Regulatory Authority (NMRA) in Sri Lanka.