Employees Awareness, Usability & Effectiveness of the ISO QMS - Survey needed

M

Maria-V

#1
Hi All,

I amnew to this forum and I have to see is the one of the most valuable forums I've ever been too - Congrats to those who created it -but also to everyone else who is taking time to post responses and help colleagues in need from all over the world.

In my company we have implemented ISO QMS 9001 a year ago. We've had 2 External Audits, 1 was disasterous with 7 Non-Conformities and the last 1, was outstanding since we have successfully closed Issues, fullfiled the CPAs, complying with the process-based system and using the standard templates.

What I want to do is to run a Survey within all Employees, who worked hard to comply and show to the top-management: User-Acceptance & understanding of ISO QMS, usage compared to 6 months ago, improvement & potentially create some reports with stats and comments.

Does anyone have samples of such Surveys that could post so I could use them as a refernce orrun them in my company?

Gratelly appreciating responses,
 
Elsmar Forum Sponsor
#2
Hi All,

I amnew to this forum and I have to see is the one of the most valuable forums I've ever been too - Congrats to those who created it -but also to everyone else who is taking time to post responses and help colleagues in need from all over the world.

In my company we have implemented ISO QMS 9001 a year ago. We've had 2 External Audits, 1 was disasterous with 7 Non-Conformities and the last 1, was outstanding since we have successfully closed Issues, fullfiled the CPAs, complying with the process-based system and using the standard templates.

What I want to do is to run a Survey within all Employees, who worked hard to comply and show to the top-management: User-Acceptance & understanding of ISO QMS, usage compared to 6 months ago, improvement & potentially create some reports with stats and comments.

Does anyone have samples of such Surveys that could post so I could use them as a refernce orrun them in my company?

Gratelly appreciating responses,
Hello MAria:

It's great to know people feel so good about the help they get here. We hope you'll come back and share your experiences too.

In my opinion, you should take a close look at your internal audits to improve them. What you are asking for, a survey, is much better done as an internal audit. The fact that you got so many big non-conformities might be an indicator that you internal audits could be improved, too.

One of the purposes of the internal audits is to see if people have accepted the use of the quality management system and that it's working for them. A survey isn't going to be as useful as a well conducted internal audit.
 

qusys

Trusted Information Resource
#3
Hello MAria:

It's great to know people feel so good about the help they get here. We hope you'll come back and share your experiences too.

In my opinion, you should take a close look at your internal audits to improve them. What you are asking for, a survey, is much better done as an internal audit. The fact that you got so many big non-conformities might be an indicator that you internal audits could be improved, too.

One of the purposes of the internal audits is to see if people have accepted the use of the quality management system and that it's working for them. A survey isn't going to be as useful as a well conducted internal audit.
Agree with AndyN.

You could also arrange a sort of interview of a "panel" of personnel representative of all job roles in the company.
You can insert questions about quality culture in terms of knowing quality objectives, quality policy, the level of awareness of how they impact quality with their own job, customer requirement knowledge, awareness of cost of poor qualityetc...
It could be better to hear from persons.
Survey could be planned in a succesive step and cover additional organization aspetcs ( i.e communication...)
hope this helps:bigwave:
 
J

JJ777

#4
Agree with what has been said above. I suggest you also hold bi-annual internal audits and with the non-conformances found in say the first audit and the second audit will show if they actually improved.
Another indicator to show that staff members adopted the QMS is the number Corrective Action Requests or Preventative Action Requests raised and were successfully resolved. The one external auditor made a remark when he saw the low number of CAR's and PAR's raised. He asked a staff member if there are any problems he encounter with doing his job. The staff member told the auditor that he does have a problem and he just asked the staff member why didn't he raise a CAR.
The auditor just wanted to prove although we say that everybody is fine with the system there are other indicators pointing to the opposite.
 

SteelMaiden

Super Moderator
Super Moderator
#5
I don't have any surveys to share with you, but I did want to say thanks for your kind words about the Cove and its visitors. Also, while you state that one of your audits was "disasterous" because you had 7 nonconformities I'd have to disagree. It appears that those 7 nonconformities taught you things that improved your system. ISO registration is not a game of numbers, it is a process of learning and improving.

I hate it when people beat themselves up because they got "less than a perfect grade". On any given day, who knows how many things an auditor could find? This is a sampling, they may find nothing, they may find a dozen things. Even the best of systems has momentary lapses, the point is that a good system will be able to withstand those little blips.

Congratulations on your improvement efforts.:applause:
 
J

JJ777

#6
I don't have any surveys to share with you, but I did want to say thanks for your kind words about the Cove and its visitors. Also, while you state that one of your audits was "disasterous" because you had 7 nonconformities I'd have to disagree. It appears that those 7 nonconformities taught you things that improved your system. ISO registration is not a game of numbers, it is a process of learning and improving.

I hate it when people beat themselves up because they got "less than a perfect grade". On any given day, who knows how many things an auditor could find? This is a sampling, they may find nothing, they may find a dozen things. Even the best of systems has momentary lapses, the point is that a good system will be able to withstand those little blips.

Congratulations on your improvement efforts.:applause:
This is absolutely spot on. If you do get non conformances it means there is room for improvement. This happens many times when people see these NC's they think they are bad. I mostly used the example "to close loopholes".
The same applies for CAR's some people view it as bad, but again it shows there is room for improvement.
 
M

Maria-V

#7
All - thank you for your inputs...

I took over ISO QMS, 7 months ago, right after the External SV1 (7 NCs- translated to 36 Issues) and picked up a mess, cause after the certification there was no proper Change Mngt/ Go-Live phase to bring the users on-board and alligned - so, not only I managed to close the Issues, mentor & train the Users, improve but also close all the unlsolved issues prior to the GAP Analysis Certification!! Hence, External SV2 was successful, showed follow-up on processes, CPAs, tracking, improvement etc....

I have also improved the Internal Audits and now we are running 2 per year and we get good indication on recomendations, improvemetns etc

Problem is that Top-Mngmnt is treating ISO as a Tick-Box on their list although we all understand that this is NOT aproject implemented, done & forgotten! When I saw some comments that the effort was nothing special from QA Dept and the complany's depart to work on this I 've decided to run a Survey to show that now Employees have Awareness, Understanding of the System, the see the Value in their Depts and not only that they Use it-follow standards & monitor but the made Improvements to it!!!!!

To explain the reason why I need to get Employees Feedback (in a form of Survey) is for the following reasons:

- Poor Top-Management support on understanding the huge improvement of our Processes & Services through ISO, as well as,

- Show the Top-Mngmnt that peple (heads, managers & the ISO QA Dept etc) made a big effort, contributed and are now on-board making use of the ISO QMS, than what was happeing 6 months ago...

So please, if you do have a set of Questions to put on a Survey like this, I would really appreciate it.
Thanks,
 
#8
All - thank you for your inputs...

I took over ISO QMS, 7 months ago, right after the External SV1 (7 NCs- translated to 36 Issues) and picked up a mess, cause after the certification there was no proper Change Mngt/ Go-Live phase to bring the users on-board and alligned - so, not only I managed to close the Issues, mentor & train the Users, improve but also close all the unlsolved issues prior to the GAP Analysis Certification!! Hence, External SV2 was successful, showed follow-up on processes, CPAs, tracking, improvement etc....

I have also improved the Internal Audits and now we are running 2 per year and we get good indication on recomendations, improvemetns etc

Problem is that Top-Mngmnt is treating ISO as a Tick-Box on their list although we all understand that this is NOT aproject implemented, done & forgotten! When I saw some comments that the effort was nothing special from QA Dept and the complany's depart to work on this I 've decided to run a Survey to show that now Employees have Awareness, Understanding of the System, the see the Value in their Depts and not only that they Use it-follow standards & monitor but the made Improvements to it!!!!!

To explain the reason why I need to get Employees Feedback (in a form of Survey) is for the following reasons:

- Poor Top-Management support on understanding the huge improvement of our Processes & Services through ISO, as well as,

- Show the Top-Mngmnt that peple (heads, managers & the ISO QA Dept etc) made a big effort, contributed and are now on-board making use of the ISO QMS, than what was happeing 6 months ago...

So please, if you do have a set of Questions to put on a Survey like this, I would really appreciate it.
Thanks,
As posted earlier, your best opportunity here is to use internal audits. Doing two a year isn't complying with the actual requirements - of status and importance - and, if you schedule them correctly, you will get EXACTLY what you're looking for!
Incidentally, if your CB isn't telling you to do audits based on more than twice a year, you should ask yourself why!
 
#10
The required planned intervals for conducting internal audits could be more or less than twice a year.
Doug, are you seriously suggesting that in a business, things are that stable and performing well, only one or two audits a year are necessary? I'd certainly like to see that...

In this particular case, I'd rather doubt that two audits a year is even close to being sufficient...
 
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