Too often employees believe that the quality system is ‘management business’ and they are shocked when they find out that everyone is involved. We do not want to wait until assessment to put this right. I have found it helpful to include training so that staff:
- know where to find the Quality Policy Manual
- know where to find the Quality Policy statement by the CEO
- can describe, in brief terms, what the Quality Policy means to them
- know where to find their copy of the Quality Assurance Procedures
- if asked “how do you know how to do your job?” will have an appropriate response in their own words, such as “I have xxx number of years as … I have xxx certificates and I have working instructions on the intranet.”
- can find their working instructions on the intranet
- can realise and explain the impact of their work on the service or product on which they are working, or for which they are responsible. This is critical, as it depends on staff understanding the nature of ISO9001 and its effect on their work. (A requirement of the standard).
I use my ISO Cheat Sheet to make this training less of an ordeal, and to prepare everyone for questions which are outside of their normal range of activity.
Employees become accustomed to these questions.