How do I continually Verify Compliance to my Processes?

J

JJ777

#1
How do I continually verify compliance to my processes. If I take my technical support process as an example(attached example). How do I verify apart from audits and CAR's that this process is functioning? The question that was forwarded to me was "How do we know that the quality of this process has improved or declined during the past month"
The only thing I can think of is that we look at the feedback from the customers after completion of the request to verify if the customer was happy about the overall service.
 

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Sorin

#2
Re: Verify Compliance

I think I'll number the critical steps of your process (the ones that modify your product and/or that show risk of failure/nc) and follow-up on how many dicrepancies you had/have over time (for each step).

That could give you also a pretty good idea about your weak links in the process.
 
J

JaneB

#3
How do I continually verify compliance to my processes. If I take my technical support process as an example(attached example). How do I verify apart from audits and CAR's that this process is functioning? The question that was forwarded to me was "How do we know that the quality of this process has improved or declined during the past month"
The only thing I can think of is that we look at the feedback from the customers after completion of the request to verify if the customer was happy about the overall service.
Are you really trying to verify compliance with the documented process? Because it sounds as though you are either attempting to establish how effective the process is and/or are aiming to measure whether the process is meeting its metrics?

These are 3 different questions, but they seem to be all mixed up together. Which is it?

When 'someone' who forwarded the question to you is asking:
"How do we know that the quality of this process has improved or declined during the past month"
They are not asking 'are people complying with this process' - so what do they actually mean by 'the quality of this process'? Are there any metrics/KPIs established for it? If so, what are they, and what do the figures say? If not, I don't see how you can answer the question.
 

John Broomfield

Staff member
Super Moderator
#4
How do I continually verify compliance to my processes. If I take my technical support process as an example(attached example). How do I verify apart from audits and CAR's that this process is functioning? The question that was forwarded to me was "How do we know that the quality of this process has improved or declined during the past month"
The only thing I can think of is that we look at the feedback from the customers after completion of the request to verify if the customer was happy about the overall service.
JJ777,

Everyone involved in this process (or any other process) needs to understand the process objective. This is not stated on your flowcharted procedure. I see little other evidence of conformity to clause 4.1c.

Once you have specified these criteria you and your colleagues can then monitor/measure your process for its conformity and effectiveness (see 8.2.3).

They may see trends then initiate preventive action per 8.4c and 8.5.3.

Do not wait to learn if the customer is happy. Invest in the prevention of unhappiness instead.

John
 
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