M
meow4easthills
Hello,
New to forum, some fantatic information available!
I have just completed an audit and issued three CARs to the auditee for not having work instructions, below is a bit of a background.
I work in a call centre and was conducting quality/compliance audit on the call centre operations, I listened to a number of calls and identified there was an issue with adherance to a particular process. I asked a number of Team Leaders if a work instruction exists for this process, they advised that there wasn't. I also noticed there no work instructions readily available for staff, the explanation given was that 'they just weren't needed as they can speak with the Team Leader if they get stuck', I asked what about if they need it and no Team Leaders are around or they need it urgently - I was told they can wait until a team leader becomes available (this would involve terminating the call and waiting). Finally, I asked about information guides which describe the product - I was advised this was not needed as it would confuse the agents
The two cars were:
1) No work instructions were available for any process - instructions should be able as required and not just rely on Team Leaders for instructions(ISO 7.5.1)
2) Work instruction needs to be specifically created for particular process, error identified with performing this process.
3) Product Guides should be available which describe product
I held a closing meeting and was told all these should just be opportunities for improvement - I thought this may be because of the way I worked it, I explained in detail why the CARs were being issued, however these were the rebuttals I received.
1) We don't need work instructions because it doesn't anywhere we need them - they said speaking with a team leader was sufficient if they get stuck.
2) Once again, don't need a work instruction for this process - I advised an issue was identified with this process so there should be a work instruction.
3) Product guides will create confusion, therefore not needed.
Can I please grab you're thoughts on these CARs, are they valid? do these warrant CARs being issued?
Look forward to your response.
New to forum, some fantatic information available!
I have just completed an audit and issued three CARs to the auditee for not having work instructions, below is a bit of a background.
I work in a call centre and was conducting quality/compliance audit on the call centre operations, I listened to a number of calls and identified there was an issue with adherance to a particular process. I asked a number of Team Leaders if a work instruction exists for this process, they advised that there wasn't. I also noticed there no work instructions readily available for staff, the explanation given was that 'they just weren't needed as they can speak with the Team Leader if they get stuck', I asked what about if they need it and no Team Leaders are around or they need it urgently - I was told they can wait until a team leader becomes available (this would involve terminating the call and waiting). Finally, I asked about information guides which describe the product - I was advised this was not needed as it would confuse the agents
The two cars were:
1) No work instructions were available for any process - instructions should be able as required and not just rely on Team Leaders for instructions(ISO 7.5.1)
2) Work instruction needs to be specifically created for particular process, error identified with performing this process.
3) Product Guides should be available which describe product
I held a closing meeting and was told all these should just be opportunities for improvement - I thought this may be because of the way I worked it, I explained in detail why the CARs were being issued, however these were the rebuttals I received.
1) We don't need work instructions because it doesn't anywhere we need them - they said speaking with a team leader was sufficient if they get stuck.
2) Once again, don't need a work instruction for this process - I advised an issue was identified with this process so there should be a work instruction.
3) Product guides will create confusion, therefore not needed.
Can I please grab you're thoughts on these CARs, are they valid? do these warrant CARs being issued?
Look forward to your response.