Do you write positive comments in audit reports

Should audit reports contain praise/positive comments? (not just neutral/negative)

  • Never. Praise and positive comments don't belong in an audit report.

    Votes: 0 0.0%

  • Total voters
    50
#11
I think it depends on your point of view of the purpose of an audit!

If you are doing internal audits, then shouldn't the whole audit report be a confirmation of the good process controls etc in place?! A validation, if you like, that managements' system is, indeed, functioning effectively. Only when non-conformances are found will the message in the report be less than 'positive'.

If you are doing an external audit, since a lot of folks have a very negative perception of them, feel anxious etc., anything done to 'lift' the situation is good. The problem as I see it, is that in cases I've witnessed, external auditors have made borderline 'dumb' comments to add a 'feel good' factor to the audit.

Imagine hearing at the closing meeting (something that should be the basis of the summary report) that an organization has a 'world-class' internal audit program! What does that mean? Does management have to improve upon that? They've arrived! Actually, the internal audit program was substantially less than world class, but why let truth get in the way of saying nice things.

I need to get on with writing a book on "Internal Audits Done Right"...:notme:
 
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Coury Ferguson

Moderator here to help
Staff member
Super Moderator
#12
My reports (internally) always identify positive things found besides the negatives or noncompliances. The external auditors (3rd party) usually place in their reports both the positive and negative (NC). The 2nd party's reports that I have seen don't really report on the positive and are more focused on the negative. Usually, during the closing meetings the auditors talk about the positives.

I think it is more of a Personal (auditor's way) on how they feel would be the most important, cost value added.

I selected "always..."
 

Jen Kirley

Quality and Auditing Expert
Staff member
Admin
#13
I'm so glad to see everyone said "always" because I do too. I think it can be very important, as I have been known to be pretty hard on people in my audits.

But I agree that I do not always have something nice to say. When that is the case, I summarize and explain nonconformances in an "Opportunities" section, and offer ideas to improve.

In the audit I sent yesterday, I had 6 "Strengths" comments and no "Opportunities" listed. That doesn't mean everything was perfect, I just didn't see anything to point out as an opportunity.
 

BradM

Staff member
Admin
#14
I'm curious about whether, when writing audit reports (internal/external) you write 'positive' comments (ie, comment on commendable things or things done well) or only note when things are wrong or not quite good enough.

Another discussion thread on audit got me thinking about this.
This is an interesting topic, Jane. Thanks for bringing it up.

I guess your question may be wrapped around some auditing philosophy. One side would be: the report is a report of audit findings; deficiencies (and near deficiencies) and nothing more. You're the umpire-calling it like you see it. You don't tell the batter he is good; you just call balls and strikes.

The other side may tend to reflect how people view auditors and auditing. If people view them as the bad guys, the police, they will probably not appreciate anything they say in the first place.

But if people view auditors as the professionals they are, concerned about improving the process, then I believe they are more open to their observations. Positive comments given in audits have been passed down/ around to people in the departments, and are well received (even though there were findings). I realize that auditors see many organizations and many processes; so for them to comment on a particular positive is rewarding and well received.

After one of my girls volleyball games that I coached, I was talking to the referee, who called a good game (except that we lost:lol:). She commented on how good the game was (it was a close one) and noted how much the girls had improved over the last few weeks. I enjoyed hearing that, and from her perspective, I forget that probably the main reason she is a referee is because she enjoys volleyball, and enjoys watching the sport. Too, she is in the best spot to see things like that.
 
#15
This is an interesting topic, Jane. Thanks for bringing it up.

I guess your question may be wrapped around some auditing philosophy. One side would be: the report is a report of audit findings; deficiencies (and near deficiencies) and nothing more. You're the umpire-calling it like you see it. You don't tell the batter he is good; you just call balls and strikes.

The other side may tend to reflect how people view auditors and auditing. If people view them as the bad guys, the police, they will probably not appreciate anything they say in the first place.

But if people view auditors as the professionals they are, concerned about improving the process, then I believe they are more open to their observations. Positive comments given in audits have been passed down/ around to people in the departments, and are well received (even though there were findings). I realize that auditors see many organizations and many processes; so for them to comment on a particular positive is rewarding and well received.

After one of my girls volleyball games that I coached, I was talking to the referee, who called a good game (except that we lost:lol:). She commented on how good the game was (it was a close one) and noted how much the girls had improved over the last few weeks. I enjoyed hearing that, and from her perspective, I forget that probably the main reason she is a referee is because she enjoys volleyball, and enjoys watching the sport. Too, she is in the best spot to see things like that.
Brad - what a great post! Very nicely put!

I fear that too many auditors like to talk like your ref. but behave like the umpire.

The game (process) results speak for themselves - it was a close score and, if we'd seen the previous scores, there would be an improving trend. I'm guessing the ref hardly had to intervene during the game.......so her lack of recordable 'non-conformances' to the game rules, plus the result (sorry your team lost) can be summarized in her 'good game' comments. Exactly what good auditing is about......
 

howste

Thaumaturge
Super Moderator
#16
I realize this thread is about audit reports, but many have commented on the closing meetings also. I'd like to point out something that I've noticed with a lot of auditors trying to add the "spoonful of sugar." Many will start with a positive comment, then say "but" then the negative. This method of delivery unintentionally wipes away the positive feel and focuses on the negative.

Example: "Your design review process is good. Reviews consider key customer requirements, previous similar designs, and all of the required inputs. But the reviews don't involve team members from all affected processes as required in 7.3.4 of the standard..."

Instead of focusing on the negative at the end, I encourage them to focus on the benefits of meeting the requirements.

"Your design review process is good. Reviews consider key customer requirements, previous similar designs, and all of the required inputs. And they'll be even better if they also include team members from all of the affected processes, such as manufacturing and purchasing. Not only will reviews meet the requirements of 7.3.4, but some of the manufacturability problems experienced in the past may be eliminated."
 
J

JaneB

#17
Re: Do you write positive comments/highlight strengths in audit reports

Thanks for the feedback people - interesting results.

As Andy and others comment,
I think it depends on your point of view of the purpose of an audit!
I've read many, many audit reports from a whole plethora of auditors: they span a wide range from 'I'm just here to report facts' all the way up to 'I'm a partner to help improvement'. Hence my poll and question.

Perhaps the title would be better expressed as 'do you highlight strengths?' I do tend to think that if auditors note or highlight strengths where things are working very well, or something is highly effective/better than many other companies visited (external) or other areas/teams/departments (internal), this can be very helpful feedback to get from an audit report. Almost every client I've worked with is very interested to know how they compare with others.

And possibly I've seen too many of the reports that simply regurgitate the Standard (it's not just lazy 'quality manual writers' who do this!) along the lines of 'Company XYZ reviews its quality management system at planned intervals and meets requirements'...

I did deliberately ask about writing though, as opposed to saying for a couple of reasons. One is that often at a closing meeting (and most particularly one for certification) the client personnel are so focussed on the final outcome (did we get it? did we get it?) that they really are unable to listen to much else, whereas the report is the written record that remains, and is read - often even reread! - afterwards. The other is that I've sometimes noticed that an auditor may be almost glowing in verbal praise... but omit all such from the actual report! As Andy says, they may like to talk like the ref, but they write like an umpire. I wonder why. I suspect there is a bias toward looking for what isn't working so well, and constantly remind myself to also look for what is.

Like your technique, howste - better than the but one.
 

Sidney Vianna

Post Responsibly
Staff member
Admin
#18
I believe that a good audit report should fairly reflect the audit results. If there are positive issues to report (and in the vast majority of audits, there are), they should be documented in writing.

I believe also, that audit results should help disseminate best practices. Earlier this year, the US Air Force experienced a US$1.4 Billion loss when a B-2 bomber crashed in Guam. Many of the public reports comment on the fact that some of the maintenance crews dealing with that type of aircraft knew about the excessive moisture concern, but the knowledge wasn't disseminated through all the interested parties.
The crash probably could have been avoided if knowledge of a technique to evaporate the moisture had been disseminated throughout the B-2 program, said Maj. Gen. Floyd L. Carpenter, who headed an accident investigation board.
Concerning the technique mentioned by Howste:
Instead of focusing on the negative at the end, I encourage them to focus on the benefits of meeting the requirements.
I like it, but, is it clear to the people in the receiving end that they have to correct something?:tg: I like it, and it would be even better when it is clear to the people in the receiving end that they have to correct something.
 
J

joshua_sx1

#19
:2cents:
...I guess, it’s only fair for the auditee to know their “weak points” as well as their “strong points”…

…after all, both "points" benefits the auditee’ organization…
 

Colin

Quite Involved in Discussions
#20
When I present training courses on auditing, I like to point out something in the definition for Audit:

A systematic, independent and documented process for obtaining audit evidence and evaluating it objectively to determine the extent to which the audit criteria are fulfilled - not to which they are not fulfilled.

In other words, look for things which are right, not wrong. So, if we see objective evidence of anything during an audit we should record it - including the positives.

As has already been suggested, I like to start with the positives - the only problem being that as soon as I say 'however' ..... they know what is coming next :D
 
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