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Too often employees believe that the quality system is ‘man­agement business’ and it is a shock when they discover that everyone is involved. I have found also that academic training centres (universities, training colleges) do not give sufficient credibility to quality management, particularly in their engineering and business development studies.

 

We do not want to wait to put this right until the auditor arrives from the Certification Body for the all-important certificate assessment.  I encourage my clients to include training so that staff are aware of the impact of the quality system, as follows:

  •  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 Master Document List (read only)
  • 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 and the assessor could ask this question).

 

I use my ISO Cheat Sheet to make this training less of an ordeal, and to prepare everyone for questions which are outside their normal range of activity.

Employees become accustomed to these questions.

 

I.M. HAPPY COMPANY (IMH): ISO Cheat Sheet
How do we trace a part?

EXAMPLE:

  • Work Order
  •  Inspection and Test Records
  • Purchasing
  • Tags

 

 

 

Who is the Quality Assurance Manager?

Answer:
JOHN (or JANE) JONES

What are the QAM’s responsibilities?

Answer:
To monitor and implement the ISO Quality System.

To report to management on the status of the quality system

To convene and chair the QUALITY ASSURANCE TEAM

 

What do you know about ISO?

Answer:
ISO IS AN INTERNATIONAL STANDARDS ORGANISATION BASED IN GENEVA SWITZERLAND.
Note: More than 132 countries have an agreement with ISO to register companies to ISO9000 standards.

 

 

 

How do you recognise a non-conforming part or condition?

Answer:
A part or condition which does not meet CUSTOMER or IMH specifications (receiving, in-process
and final inspection).

What is the IMH Company Quality Policy and where is it kept?

Answer:
I can refer to the Quality Policy Manual and the Quality Assurance Procedures Manual in….(specify location).

What does the Quality Policy mean to you and your job?

Answer:
It means complete customer satisfaction, and continuous improvement in my skills.

 

Where in the Quality Assurance Procedures Manual will you find a reference to your job?

Answer: (for example)
WORKS: Process Control, Stores, Inspection and Testing
RECEIVING: Handling, Storage, Packaging
Preservation and Delivery, Inspection and Testing

Where is the Master Document List?

Answer:
ON THE (INSERT COMPUTER LINK HERE)

Why do you need the Master Document List?

Answer:
To check forms, policies and procedures and make sure I have the latest revision.

Who is responsible for keeping the Master Document List up to date?

Answer:
The Quality Assurance Manager.

Who is allowed to make changes to the documents we use?

Answer:
ONLY the Quality Assurance Manager with the Quality Assurance Team and (where applicable) engineering, design et al.

EXCEPTIONS:

EXTERNAL DOCUMENTS SUCH AS (INSERT EXAMPLE)

 

If I want to suggest a change to a form or procedure, What do I do?

Answer:
GIVE suggested amendment, or draft of new form, to a member of the QUALITY ASSURANCE TEAM, who will pass it to the QAM.

 

How do you recognise a Non-conforming Part?

Answer:
It is tagged with a ‘Non-conforming Item’ tag (INSERT EXAMPLE)

 

 

 

Do you have an assigned responsibility and authority for training new staff in company processes?

 

Qualidoc ISO Cheat SheetQMS Training: useful questions

An image of the Qualidoc ISO cheat sheet

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