Measuring 6.2.2.4 Employee Awareness and Motivation

Okay here's my head banger of the day. I pretty much have most of our system converted from QS 9000 to TS. If things are not 100% complete I at least have the department heads of the affected areas nailed down to completion dates on what they need to do. There is one area I need some finesse with so I humbly come to you guys (and gals).
I have the programs in place to address this requirement. CIP Program,
Service and Attendance Programs, Annual Employee Meetings, Open Door policy and Suggestion Box, Weighted Performance Reviews, Employee Orientation Program.
How do I monitor and measure the effectiveness? Can this be as simple as asking employees during the internal audits what their affect on quality is? I am initiating this through the manufaxcturing departments by telling them there employees must A)know what the quality objectives for their production lines are and B) the fact that we produce power steering units and if we are not aware of good quality pratices and something goes wrong with the end product during use VERY bad things will happen.
I figure by auditing it I am monitoring. Management signs off on the audit reports and any internal audit findings are discussed at our management review meetings.
Am I okay with this???
TIA
Pete

Sounds fine to me Pete. Let's see what some of the others think.

One extension for measurement may be to set goals for effective training in the areas you specified. Then use your audits to rate the results against the goals.

Dave

ISOPETE,
Attached is a visual of a portion of "The Task Process Elements" aka "The process approach". hope this helps in giving you an alternative approach / guide to auditing personnel.
Reproduced with permission from Alan J Sayle, author of Management Audits 3rd Edition ISBN: 0 9511739-0-1
Wallace.

Pete - we use the audit method too. When auditing I ask "how do you contribute to the bottom line". They usually know what is expected of them, i.e. production metrics. We measure by using the annual performance reviews that also indicate any training requirements which we then transfer to a training matrix - two birds with one rock - so to speak.

What about other departments such as sales or material handling. Will these people be asked that question. I do not see where some areas would fit this requirement. I do not logically feel that the guy moving skids with a floorwalker or dumping chip carts is going to have an affect on quality. ALosi sales enetring and taking orders. What in the world does that have to do with product quality?

Hi Pete, auditing is a good start. You could also track employee suggestions - # received, # implemented, results of implementation, etc. and review at appropriate intervals.

I've got to say I disagree with the concept that an employee moving skids etc. has no affect on quality - could he bump packaged product & damage the packing or the product itself, could he block an area causing additional time to perform an activity?,

Order review and entry is critical - if the person entering the order gets the quantity or delivery date wrong, you'll end up with a customer complaint (or you should). Quality isn't just the quality of the product, it includes 100% ontime delivery, etc.

Well as far as that goes we monitor On Time Delivery. So lets hypothesis here. An auditor (myself included as ISO Facilitator) could ask the following areas and should get responses of
Material Handler: The skid falls over, the product could get damaged.
Sales-data entry: I enter the wrong qty,. the customer does not get enough or is billed for too much.
Prod/Process Eng.-I design the part wrong, we lose time and it does not function to the requested specs.
Assembly:I build the gear with the incorrect parts, we lose time and it affects our FTT in assembly.
Stock room: We pull the wrong parts, time is lost and potentially gears are built incorrectly
Operator: Part made out of spec, parts are potentially scrap and time is lost as well as driving up our scrap totals in the dept.
Safety: Injury rate increases, we lose production time

Any more examples are appreciated
Pete