SAP's quality vision is to consistently deliver high-quality solutions focused on improving customer satisfaction. Their mission includes researching new methods, proactively sharing knowledge, applying knowledge to enhance products and services, monitoring performance, and striving to prevent failures. The executive board's policy is to implement a quality management system where employees work according to quality standards, maintain cooperation with customers and suppliers, optimize processes, promote quality awareness, and regularly define and monitor quality goals.

1. CMP29821 (14/02)
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Gerhard Oswald I Member of the Executive Board of SAP AG I Scale, Quality & Support
Quality Vision, Mission, and Policy
VISION
The SAP quality management vision is to consistently deliver high-quality solutions focused on improving ­
customer satisfaction.
MISSION
In support of our quality management vision, SAP is committed to:
•• Researching and developing new methods and standards
•• Proactively communicating and sharing knowledge
•• Applying the knowledge to enhance our products, processes, and services
•• Continually monitoring and improving our performance against set targets
•• Striving to prevent failure, reduce defects, and increase customer satisfaction
POLICY
The Executive Board is dedicated to implementing and monitoring the following principles:
•• SAP employees shall work according to the quality management system applicable in their area.
•• SAP employees shall undertake all actions required to maintain close cooperation with internal and external
customers and partners as well as maintain performance-oriented communication with our suppliers.
•• In order to support the heart of our endeavors – continual improvement of our products, processes, and services,
coupled with innovation – SAP employees shall strive to further optimize our organizational, operational, and tech­nical
processes. Quality management systems shall support the business-oriented behavior of all parties involved.
•• Promoting employee satisfaction and quality awareness shall be considered a major managerial function
­throughout the entire company. Quality shall be an element integrated into the daily business activities of every
employee.
•• Integrity, excellence, partnership, innovation, and openness shall be expected of all SAP employees in achieving
the quality management goals. Employees shall be expected to know the input requirements necessary to comply
with quality in their areas. SAP provides internal education to help employees fulfill their tasks.
•• Quality goals shall be regularly defined, implemented, and monitored by responsible parties within the framework
of our quality management systems.
Quality Management at SAP