Ok, so my Stage II audit is next month and I have a question for you. Does anyone have some examples that I can present to my companies employees, that would help them feel more secure. Not many people in my company have ever been through an audit before. Please spare me the management buy in and all that. As a company we are preparedand I have full management support. I am just looking for questions that auditors ask so I can prepare everyone so they don't clam up and stare at the auditor like a deer in the headlights, which I saw on my way into work this morning.
I am not meaning to offend anyone, but I know some people like to use the cove as their own soapbox to preach to people how wrong your company is if your not doing it their way.

Thanks,

Kris

If you want to help the folks who are nervous, try to emphasize to them that if they are asked a question they do not know the answer to or are unsure of, it is ok to say "I don't know, but I can find out and let you know". The auditors are not auditing the people, they are auditing the processes - you might be surprised to find out how many folks do not understand this, and as a result, it causes unnecessary stress in the employees.

I hope these tips help. We used them with our people in our recent re-cert audit and it seemed to help folks to know they can say "I don't know"....

Good luck with your audit! :agree1:

P.S. Be sure to let them know, too, that they should NOT take anything found personally.

I use a pre-audit memo that gives frequently asked questions and we offer suggestions as to how to handle them. This includes the "I do not know but I can find out", "let me ask my supervisor" as well as the most used suggestion that just because the auditor isn't talking doesn't mean they need an explanation and that they may be fishing for more information.;)Being most audits are consistant in nature we can re-use the memo before each audit with minor changes. The great thing for us is we could use simple and common language we use everyday to convey the answers. We did not bog the answer's down with auditor-speak we kept it to floor language and terms. It works well and there is something to be said to have the answer's to exam before you go into the test:notme:

Thanks folks. This was the kind of input I was looking for. I am currently creating a little Powerpoint presentation with questions I know will be asked and how to address them along with some hypotheticals and everyone will recieve a copy of it.

I found two presentations in the coves files. One was "How to survive an audit" and the other was "Things to do during an audit".

I would link them for you but I do not know how. You should be able to go the the Post Attachments List to find them.

I found two presentations in the coves files. One was "How to survive an audit" and the other was "Things to do during an audit".

I would link them for you but I do not know how. You should be able to go the the Post Attachments List to find them.
Here's one:
How to survive an audit (Cove).ppt (http://elsmar.com/Forums/attachment.php?attachmentid=8042)

I couldn't find the other one...

I may have found it somewhere else, I will try to attach it.

In an even broader sense, you may have a Registrar such as ours....

Particular emphasis on Quality Policy and Quality Objectives.

As it relates to your people, in my opinion, it's not to have everyone memorize the policy verbatim. Rather, as an auditor I would want to see if people understand how their everyday work contributes to validating the policy. Same goes for Quality Objectives. Of course, make sure that the policy and objectives are posted and your folks are aware of the posting location(s).

Another seemingly obvious thing for your people to be aware of (which is amazingly forgotten alot of the time) is....'who is your management representative?"
My auditor loves to ask that one.

Good Luck to ya.

Another seemingly obvious thing for your people to be aware of (which is amazingly forgotten alot of the time) is....'who is your management representative?"
My auditor loves to ask that one.That is a bad question. Check the Does your Registrar ask folks "Who's the Management Representative"? (http://elsmar.com/Forums/showthread.php?t=18174&highlight=management+representative) thread.

Another seemingly obvious thing for your people to be aware of (which is amazingly forgotten alot of the time) is....'who is your management representative?"
My auditor loves to ask that one.

Does everyone need to know who the management representative is? I don't think so. I'd challenge an auditor who tried to write a nonconformity because a production operator didn't know who it was...

(It looks like Sidney beat me to it...)

This all depends on how your company is structured and how the MR fits into that structure with respect to responsibility, authority and communication. (section 5.5).
It's each company's case, it's relative to who primarily drives this to being accomplsied.
In my particular case, its the MR, (me). If I'm filling my role correctly, I sure would expect a "production operator" to answer correctly if asked.

The intention of the question from the external auditor's perspective is reasonable. That being..."Is this company making people aware of the Management Rep. and what they do?"
That's evidence of Internal Communication, (or lack of it).

I use a pre-audit memo that gives frequently asked questions and we offer suggestions as to how to handle them.

would you mind sending this FAQ here in the cove if possible.

thx in advance

In my particular case, its the MR, (me). If I'm filling my role correctly, I sure would expect a "production operator" to answer correctly if asked.

The intention of the question from the external auditor's perspective is reasonable. That being..."Is this company making people aware of the Management Rep. and what they do?"
That's evidence of Internal Communication, (or lack of it).

I agree with that. if the operator -or any employee- does not know his/her MR, this reflects a week link and bad communication between the managing and production. for example, in our industry to reduce from this, I suggest in one of the QM procedures to make a ''comment sheet'' which will be available for all the operators to write there comments and if there any improvement could be done to make the job easier. Then periodically, a meeting is held between the D&D dept. with the factory management and the production operators to discuss about that. I believe that this aswell is a motivation for the employees...:2cents:

Here's one:
How to survive an audit (Cove).ppt (http://elsmar.com/Forums/attachment.php?attachmentid=8042)

I couldn't find the other one...

I like that presentation. ;)

Look at this post + attachment (http://elsmar.com/Forums/showpost.php?p=274849&postcount=5).

And this one (http://elsmar.com/Forums/showpost.php?p=274850&postcount=6).

Stijloor.

Here is the last memo we put out, I would suggest that if there are FAQ that are specific hicups for your company include them and design it to meet your needs. The intent is to ease the stress people may feel. In one org. we had these memos (we did this before all internal and registration audits) in Spanish as well for our non-English speaking staff.

Good luck

To tell you the truth, you'd be better off making sure your management know their stuff. In all the years I spent auditing and implementing, the folks on the shop are the last ones you have to worry about. Don't forget, this is their world, their work and most, the majority, are really good at what they do!!

The danger is in the layers of management who are weak on certain areas of what they should know about the QMS. I've coached management in the past in their roles as process owners and, once they get the chance to 'sing' for the auditor, everything else becomes a 'cakewalk'.

Don't forget (and I think sometimes the auditors do) this is a Management System, so the Management should know how it works........

How to prepare a company for an audit? Interesting but troubling as a question goes........I'll respond with a statement.

If an organization has to "prepare" for an audit then apparently the management system in question has not been "effectively" implemented and/or it is not being "effectively" maintained. Organizations whose management systems are "effective" do not have to expend the resources or take the time to "prepare" because they are able to be audited at any time due to their "effectiveness": They're doing what they need to do on a continual basis and do not have to play catch-up.

The OP's statement about preparing is objective evidence that the system lacks effectiveness in its implementation.

The OP's statement about "management support" may be providing evidence that it had to be sought and that "commitment" may not be valid. There should never be a second thought about management if it is truly commited to the process.

How to prepare a company for an audit? Interesting but troubling as a question goes........I'll respond with a statement.

If an organization has to "prepare" for an audit then apparently the management system in question has not been "effectively" implemented and/or it is not being "effectively" maintained. Organizations whose management systems are "effective" do not have to expend the resources or take the time to "prepare" because they are able to be audited at any time due to their "effectiveness": They're doing what they need to do on a continual basis and do not have to play catch-up.

The OP's statement about preparing is objective evidence that the system lacks effectiveness in its implementation.

The OP's statement about "management support" may be providing evidence that it had to be sought and that "commitment" may not be valid. There should never be a second thought about management if it is truly commited to the process.

I absolutely agree with you Randy, but you have been around long enough to know that virtually all organizations "prepare" for an internal- and certainly for an external audit. Similar to me flossing like crazy before my semi-annual dental check up....;)

Stijloor.

Please spare me the management buy in and all that. As a company we are preparedand I have full management support. SNIP
I am not meaning to offend anyone, but I know some people like to use the cove as their own soapbox to preach to people how wrong your company is if your not doing it their way.People are not paying attention...:notme:

People are not paying attention...:notme:

Man, are you ever correct with this....The power curve is sometimes had to catch up with:lol:

How to prepare a company for an audit? Interesting but troubling as a question goes........I'll respond with a statement.

If an organization has to "prepare" for an audit then apparently the management system in question has not been "effectively" implemented and/or it is not being "effectively" maintained. Organizations whose management systems are "effective" do not have to expend the resources or take the time to "prepare" because they are able to be audited at any time due to their "effectiveness": They're doing what they need to do on a continual basis and do not have to play catch-up.

The OP's statement about preparing is objective evidence that the system lacks effectiveness in its implementation.

The OP's statement about "management support" may be providing evidence that it had to be sought and that "commitment" may not be valid. There should never be a second thought about management if it is truly commited to the process.I did not take the OP's question that way.
Does anyone have some examples that I can present to my companies employees, that would help them feel more secure. Not many people in my company have ever been through an audit before. ... I am just looking for questions that auditors ask so I can prepare everyone so they don't clam up and stare at the auditor like a deer in the headlights...
People who've never been audited get nervous - it's human nature.

kmyers, have a look these - I hope they help.:bigwave:
http://elsmar.com/Forums/showthread.php?t=11426

http://elsmar.com/Forums/attachment.php?attachmentid=5116&d=1147958898

Having created 3 ISO 9001 systems, I can assure you that management commitment was rarely this issue when preparing. Preparing was more to put people at ease, not to ensure they had the "right" answer.

People get nervous - in fact, the HR person here gets so nervous as to almost be unable to answer the questions. There is little I can do about it except try to help her relax. This is where I spend my time "preparing" people.

I don't quiz them on what they are supposed to do - the system will do that through audits. I prepare them on what to expect from the auditor (i.e. type of questions, what to do if don't know answer, etc.).

After 10 years, I have become immune to the impact of having an auditor come in (plus having Canadian Standards Association visit me quarterly as well - feels like I am always being audited, auditing, or reacting to audit results. ;))

It is not always a reflection of management but a reflection of personalities in the business.

John

HI
Every one thanks a lot because , i got confident from this fourm to carryout the audit in my plant.

Thanks and Regards
venkatesan:thanx:

How to prepare a company for an audit? Interesting but troubling as a question goes........I'll respond with a statement.

If an organization has to "prepare" for an audit then apparently the management system in question has not been "effectively" implemented and/or it is not being "effectively" maintained. Organizations whose management systems are "effective" do not have to expend the resources or take the time to "prepare" because they are able to be audited at any time due to their "effectiveness": They're doing what they need to do on a continual basis and do not have to play catch-up.

The OP's statement about preparing is objective evidence that the system lacks effectiveness in its implementation.

The OP's statement about "management support" may be providing evidence that it had to be sought and that "commitment" may not be valid. There should never be a second thought about management if it is truly commited to the process.


As I stated in my post most of our employees have never gone through any type of certification or audit. Thanks for reaffirming the statement about soapboxes.

Haven't you ever studied for a test the night before the test? If I understand your statement correctly, you learned every thing in your class and did not have to prepare yourself beyond that. Because if you had to study then that would just demonstrate the lack of quality education that you were receiving.

Thank you to everyone who supplied constructive responses.

Make sure you come back and tell us how the audit went. Good Luck!!!!!

The powerpoint file is good. I have found it helpful to create a memo of key points and advice and communicate this to employees thru their natural regular dept meetings and get the supervisor/manager involved and in a coaching & supporting role as well as the management representative. Some key concerns I would cover are:

The audit is on the system not the people - samples not everything.
Don't unnecessarily volunteer information not asked for.
Make sure you understand what was asked, if not ask, paraphase.
Know essence of quality policy and how their role relates to it.
Know their current job, what is required, how they know their work is acceptable, what to do if not acceptable, relevant work instructions, status of any materials or product in their work area. What training they have received to do the job. How do they know they are using the correct and current tools & gauges. When was the last time you remeber an audit being done in your work area. If you have a quality concern what would you do?

Once again I would like to thank everyone for the responses. With the samples that I saw I created my own list of questions to help prepare people. I will post this for anyone who wishes to use it, Just change the names please. My Stage II audit is on the 13th of January.

Kris

Well I had my Stage II audit yesterday and came out quite well. 0 majors, 0 minors and 3 OFI's.

Thanks to everyone who helped in responding to questions that I had. My gratitude to Marc and all the Mods goes beyond just saying thank you.

Marc the Cove is probably the most valuable web site that I have ever seen and you are a visionary for creating and maintaining it.

Thank You,

Kris:yes:

Congratulations on all of your hard work! I hope you had a thorough auditor that gave you a fair assessment. You have my permission to take the rest of the day off. Not that my permission counts for anything...

I would happily take you up on that, but unfortunately your name isn't the one that is scrawled on the bottom of my paycheck.:(

http://sensnetwork.com/sensforum/Smileys/sens/sarcasm1.gif
I hope you had a thorough auditor that gave you a fair assessment. Is there any other kind?

Well I had my Stage II audit yesterday and came out quite well. 0 majors, 0 minors and 3 OFI's.

Kris, congrats on the hard work and the well-deserved result. :applause: Glad to have helped and it's great to hear the result.

I had zero Major, Zero Minor and 7 OFIs.
My boss response was: called (telephone) individual representatives from services and asked their opinion about the auditor.:notme:

I had zero Major, Zero Minor and 7 OFIs.
My boss response was: called (telephone) individual representatives from services and asked their opinion about the auditor.:notme:

There's still a lot of work to be done ;), and I don't mean the OFI's....

Stijloor.

I had zero Major, Zero Minor and 7 OFIs.
My boss response was: called (telephone) individual representatives from services and asked their opinion about the auditor.:notme:

Interesting :cool:

What was the conclusion ?

don't allow this auditor next time. :cool:

don't allow this auditor next time. :cool:

Even with zero majors / minors, he found auditor not good :mg:

This hits so close to home with me. I posted something on another thread yesterday on how a former boss when he came a board decided to use a registrar he had a releationship with from a prior company. Why, because he knew he could get the same auditor he had and he knew what they looked for and how to keep them off point. Why, because he and his boss (President of co.) didn't want any findings. Results, some of the most uselees audits I have ever had the displeasure of having to schedule and lead. Talk about waisting time and money. I am no longer there, thank heavens. My suggestion to you if you are they type who expects a QMS help your company, keep your resume and networking up to date or a good thearapist on speed dial.:biglaugh:
Good Luck

Actually my boss, the president of the company, wants stringent audit. Findings findings and findings........ he beleives that if the auditor(s) fails to find anything substantial (NC) in 500 + staff company he/she/they are not a good auditor(s).

Good for you, I missed understood, my mistake. So again good luck

Actually my boss, the president of the company, wants stringent audit. Findings findings and findings........ he beleives that if the auditor(s) fails to find anything substantial (NC) in 500 + staff company he/she/they are not a good auditor(s).

Oh, I got it now - he feels that the auditor is not competent as he could not even find a Major / Minor observation :)

That makes sense. It looks like your President is very quality conscious and thus your Organization would be doing good on quality aspects and thus in these conditions, if the ISO auditor comes by, he is going to verify your QMS which in all likelihood, seems to be well maintained.

So to get a major / minor would be bit difficult, isnt it :)

On a similar note, I had challenged one of our ISO auditor that he wont get any major / minor as I had confidence on my system requireemnts :cool:

Well I had my Stage II audit yesterday and came out quite well. 0 majors, 0 minors and 3 OFI's.

Thanks to everyone who helped in responding to questions that I had. My gratitude to Marc and all the Mods goes beyond just saying thank you.

Marc the Cove is probably the most valuable web site that I have ever seen and you are a visionary for creating and maintaining it.

Thank You,

Kris:yes:


Audit on 01/13/09 and the heartless SOB's laid me off on 01/16/09

I have come to realize that companies are heartles when it comes to people. It has happened to me 3 times over 25yrs in quality and each time I didn't see it coming, I am now older and just a little bit wiser:notme: and keep my resume updated and my contacts network updated as well. The old saying that our prople are our biggest asset, we care for our people, we feel sorry for having to do it and the other BS management puts out is only good and true when time are good.
I wish you well and hope you get back on the horse real soon.

Audit on 01/13/09 and the heartless SOB's laid me off on 01/16/09

Very sorry to note and hope something good comes your way soon :agree1:

Audit on 01/13/09 and the heartless SOB's laid me off on 01/16/09

I'm sorry to hear it. :( Hopefully your experience will help you to find a better opportunity soon.

Audit on 01/13/09 and the heartless SOB's laid me off on 01/16/09

Kris,

Now they will have their piece of paper on the wall and will regret your layoff at the next surveillance audit... Mark my words.

Stijloor.

Thanks for the good thought everyone. I just had to vent a little I hope Stilljor hit the nail on the head.

Thanks for the good thought everyone. I just had to vent a little I hope Stilljor hit the nail on the head.

Kris, you can vent as much as you want here. Many Fellow Covers have experienced the same as you.

If you are looking for a new job, you can use this forum (http://elsmar.com/Forums/forumdisplay.php?f=96) for folks who are seeking employment.

Stijloor.

Audit on 01/13/09 and the heartless SOB's laid me off on 01/16/09

Oh no! :mg:

I imagine that might have felt awful, and after all your hard work!

I do feel for you. Hope having that excellent achievement to add to your resume is a small consolation. And wishing you the best in finding another position.

Damn and blast 'em, not nice at all. :nope:

Kris,

Now they will have their piece of paper on the wall and will regret your layoff at the next surveillance audit... Mark my words.

Stijloor.I'd put money on that (if I were a betting person). Good luck to you on your job hunt.:agree:

Thanks everyone.
Now they are fighting me on my bonus regarding the attainment of certification. They say it is contingent upon continued employment with the company after certification. I have a contract that states otherwise. Now the fun begins, good thing my wife's cousin is a lawyer.

Kris

Thanks everyone.
Now they are fighting me on my bonus regarding the attainment of certification. They say it is contingent upon continued employment with the company after certification. I have a contract that states otherwise. Now the fun begins, good thing my wife's cousin is a lawyer.

Kris

Go get 'm Kris! Prime example of immoral employer behavior.

Stijloor.

That is downright cruel!! :mad:

Keep your head up and walk proud, you accomplished a great thing that will no doubt help you in your future.

Just to back up Stiljoor, the 1st company I registered was "stunting" my abilities to further help the company (in other positions, helping departments improve, etc.). I ended up moving on within 1 month of "passing" the registration audit.

They barely got through the next surveillance audit, they in turn "voluntarily" pulled the registration before the 2nd surveillance audit.

Thanks everyone.
Now they are fighting me on my bonus regarding the attainment of certification. They say it is contingent upon continued employment with the company after certification. I have a contract that states otherwise. Now the fun begins, good thing my wife's cousin is a lawyer.

KrisThat might be why they released you. I hope your lawyer is able to get you more than the bonus.

That might be why they released you. I hope your lawyer is able to get you more than the bonus.

:applause::applause::applause::applause:

Stijloor.

Go get 'm Kris! Prime example of immoral employer behavior.

I second Stijloor's exhortation. Shocking behaviour.